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userkyana-teresa
April 17, 2022
Question

I'm having trouble uploading any documents to my Shared Documents folder under My Accountant. Drag and Drop doesn't work and there are no other buttons to click.

  • April 17, 2022
  • 2 replies
  • 0 views
Original commenter did not share additional details

2 replies

T
Trish_T
April 18, 2022

Hi userkyana-teresa,

 

Welcome to Community!  QuickBooks Online has the features you need to complete your daily tasks with peace of mind.  It's important that you're able to upload the documents so you can get back to what you love.  I'll be happy to assist!

 

Based on the information you've provided, I recommend clearing cache on your browser and then log into your QuickBooks account using a private or incognito browser.  I also suggest trying other browsers such as Edge, Google Chrome, Safari or Firefox.

 

Once you've sent a request for your client to share a file, you can download it following these steps; 

 

1. Open Clients from the left menu

2. Select the Client name

3. Click on the Shared documents tab

4. find the file in the Documents list

5. In the Action column, select Vertical ellipsis and then Download

Here's a helpful guide for your reference.

 

Should you require additional assistance, please don't hesitate to contact us.  

 

Schedule a Callback or start a Chat: click (?) Help in the upper right in QuickBooks Online > enter "Contact support" > hit Contact Us > provide a brief summary of your situation > hit Let's Talk > choose Get a callback or Start a Chat.
Social Media: Facebook, Twitter, and Instagram.
Support hours are from Monday to Friday between 9 a.m. and 8 p.m. ET.

 

If you have other questions, feel free to reach back out.  We'd be glad to help!

D
debrhero
April 29, 2022

I have the same problem.  One of the companies I do books for, I can upload documents. 

But the other company does not have the upload button.  The answer to the question was for an accountant to request documents not for the bookkeeper to attach documents.  

Where is the upload button?

Jen_D
Jen_D
April 29, 2022

Thanks for reaching out to us, @debrhero.

 

The "Shared documents" tab in QBO My Accountant screen is intended for the Clients to access and upload files to share. This functionality is enabled only after the accountant performs one of the following actions in QBOA:

1. Go to Work screen and Create a client request.
2. Go to Clients screen, then click on the respective client, then click on Shared documents tab there.

These actions initialize the shared folder between accountants and their clients. Once a folder is initialized, then the client can upload files in QBO My Accountant.

 

See this link for the steps on how to enable the Upload option: Manage and track your work with client requests, projects, and tasks.

 

If you already did al of that and the upload option is still missing, I highly recommend contacting our QuickBooks Online Care Team. They can check if there are similar reports from other users and help open an investigation on this unexpected behavior.

 

Follow these steps to reach out to a live agent:

 

  1. Go to the Help menu then choose the Search tab.
  2. At the bottom click on Contact us.
  3. Enter the keyword Account Management and Billing in the What can we help you with? box.
  4. On the next screen, scroll down to How would you like to connect with us section.
  5. Choose a contact option to initiate a discussion with a live agent.

 

For now, access your QuickBooks account in the web, to resume your tasks.

 

Post here again if you have other concerns with the program features in QuickBooks. I'll be right here if you need further assistance. Have a nice day!

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