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jchubbhtg
May 24, 2024
Question

Customers details missing on app All showing on desktop version Have deleted and re installed app to no effect ????

  • May 24, 2024
  • 10 replies
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Original commenter did not share additional details

10 replies

MAnneJ
May 24, 2024

Let me ensure to fix the issue encountered on your missing customer's details in QuickBooks Online (QBO), @jchubbhtg.

 

QuickBooks Online mobile app is always in sync with the web version. The tasks and changes made in the app should show up on the web and vice versa. To identify the root cause of the issue, we can reset the data in your mobile app.

 

Here’s how:

 

iOS

 

  1. Go to Menu ☰ and tap Help & Feedback.
  2. Tap Refresh Data. 
  3. A message will appear that says, Caution. If there was a problem getting your latest QuickBooks Online data, you can refresh it now. It may take a few minutes. 
  4. Tap Refresh to confirm.

 

Android

 

  1. Go to Menu ☰ then tap More Options ⋮.
  2. Tap Settings, then Refresh Data.
  3. Tap YES to confirm.

 

Once done, you can close and reopen the mobile app and check for the vendors. Also, I suggest restarting your phone. If you continue to get the same result, uninstall and reinstall the application to start fresh. 

 

Moreover, you might want to check this article and learn how to send statements to show customers summaries of their invoices, payments, credits, and balances: Create and send customer statements in QuickBooks Online.

 

The thread is always open if you require further assistance managing your customer's details in QBO. Just leave a comment, and I will be sure to address them. Stay safe. 

tammyborsos
June 12, 2024

I do not have an option for Help & Feedback. 

 

I am on IOS and have updated my app.I am on version 24.06.0

Bryan_M
Bryan_M
June 12, 2024

I'm glad you've joined this thread, @tammyborsos.

 

Let's ensure you can find the Help and Feedback tab in your QuickBooks (QB) Mobile App.

 

The Help and Feedback tab was separated into two sections in iOS which are the Help and Feature Request icons. If you want to find them, select the All tab in your QB Mobile dashboard and you'll see them as one of the options.

 

If you're referring to refreshing your data, it is termed as Offload App in the iOS mobile. Here's how:

 

  1. Tap General in the Settings.
  2. Click iPhone Storage, then tick the QuickBooks Online app.
  3. Once done, tap Offload App. This will free up the storage without deleting your app's documents and data.

 

Feel free to read this article for more info: See your latest data in the QuickBooks Online app.

 

If they're still unavailable, we'll perform some basic troubleshooting steps. Let's restart your device, then uninstall and reinstall the app from your phone to refresh the system. 

 

If the issue persists, I recommend contacting our support team, you can click this link to reach them without logging in to your account: https://quickbooks.intuit.com/learn-support/en-uk/contact

 

Additionally, check out this article and learn how to send statements to show customers summaries of their invoices, payments, credits, and balances: Create and send customer statements in QuickBooks Online.

 

Leave a comment below if you have additional questions about navigating display in your QB Mobile app display. We'll reply as soon as possible. Keep safe, and have a good one.

James Read
May 24, 2024

Just for info, I opened a case on this yesterday / Thursday 15118245643.

 

It is affecting some of our users. They are all using iPhone app. Web app data is fine. iPhone app is missing customers, invoices, payments etc.

 

Deleting and re-installing the app doesn’t currently fix it.

 

When you log back in after re-installing, it normally takes a few minutes to download the account (5 years data).

 

On the affected users, when they log in after re-installing, it only spends a couple of seconds downloading company data, and then takes you into the app.

 

It’s as if it thinks it’s downloaded all the data, but hasn’t (hence missing customers, invoices, payments).


This issue also happened a couple of weeks ago for one user (and I was able to replicate by deleting / re-installing using their login details on a different device), but fixed itself a couple of days later (after another delete / re-install).

 

I have a follow up booked with engineers on Tuesday.

 

GeorgiaC
May 24, 2024

Hi James, thanks for updating this thread with that additional information.

 

I appreciate you flagging this issue with our support team and hope that our engineers are able to find a resolution for you soon. If there is anything else that we can help with in the meantime, please do get in touch.

james-braund
June 3, 2024

Has this been resolved yet? I’m still having same issue. 

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