Question

I can no longer create invoices through the mobile app (sales tax issues?)

Forum|Forum|2 years ago
March 19, 2024
11 replies
0 views

Hello, Starting on Friday, March 15th, I can no longer add items to an invoice. When I go to add an item I get the usual "service date", but it now also requests a "tax rate". Even on non-taxable labor. I run a field copier service company in Greater Los Angeles area and there are hundreds of different tax rates here. In the past, QBO has always charged the appropriate tax rate by zip code. The mobile app didn't get it right, but if I saved the invoice, then re-opened it, it would reflect the correct tax. Now, it is asking for a tax for each item when I try to create an invoice in the field. If I try to select a tax to apply, it crashes and goes back to the login screen. This has rendered the app worthless for me. I can't even use it to look up pricing to hand write work orders.

I have also been unable to open, and edit invoices that were created on a desktop computer. I've already updated the app twice and also cleared the cache to no avail.

Anyone have a solution?

R

RheaMaeH

Hello there, wjurls. I understand you're having issues creating an invoice without entering sales tax. I'm here to provide some troubleshooting steps.

Since you cleared the cache, I suggest an alternative approach to refresh your data. You can try to uninstall and reinstall the app to resolve any unexpected behavior. Also, make sure to download any updated security settings.

If the issue persists, I recommend contacting our QuickBooks Online Support team. They can create a ticket for further investigation and help you resolve the issue.

Also, I suggest checking out this article to help you enumerate the features supported by each device: Compare mobile app features.

Please feel free to post here again if you have any other concerns about creating your invoice. I'm always here to provide further assistance. Have a great day.

W

wjurlsAuthor

Removed and re-installed and nothing changed. I try to add an item or service to an invoice and it wants me to "create sales tax rate" click that and it goes to a few choices. None of which do anything except frustrate me. Intuit changed something last week that has rendered this app useless.

And to clarify. Even if I try to add a sales tax rate, before re-installing it gave me some choices. Now it wants me to create one. If I try to create one it doesn't work no matter where I click.

Galaxy S23 Ultra

Android 14

L

LouiseG12

I understand your frustration when prompted to create a sales tax rate while adding an item or service to an invoice, wjurls. And I appreciate you for trying to troubleshoot the issue.

At this time, I encourage you to get in touch with our technical support. To further investigate why you're experiencing this issue.

Nevertheless, you can also make invoices and estimates using your QuickBooks account through a computer browser.

Here's how:

Go to https://quickbooks.intuit.com/
Sign in to your account.
Go to + New.
Select Invoice.
Enter the necessary information.
Click Save and close.

Furthermore, you can visit these articles on managing invoices and estimates in QuickBooks Online:

If you have follow-up questions about this or any other QuickBooks-related concerns. We're always around to assist.

J

Jessie24

I'm having the same issues. Called for support and spoke with "Jennifer" she seemed clueless on the issue. She said to clear cache and if that didn't work she didn't know what to do, she seemed real puzzled. Web based doesn't work either to produce receipts on mobile device in the field. The screen just bugs out. We currently have no way to generate receipts in the field and the Quickbooks representative I spoke with didn't give any indication they were doing anything about it.

P

PaulBelanger

I have the exact same issue and the rep I spoke with told me they only support qbooks online and not the mobil app

Y

yeppers

That makes no sense. What the hell are we paying for!

Service

Hi wjurls,

You left a comment on a thread I started, so I wanted to respond. It seems that my problem is a little different because on the app the Sales Receipt function doesn't work for me, having much the same problems you are experiencing on invoices. However, invoices are working for me and I am using it as a workaround. Interestingly, invoices don't require a tax rate for each item like Sales Receipts do.

QBO customer service says they don't support the app. That is a head scratcher. Mobile functions are what makes QBO work for me, since I have a mobile business.

I tried using the pc version on my mobile device, but it is very difficult to use, primarily because columns, spacing, the look and feel of the experience are extremely wonky.

I had another problem with receipts sometime back where receipts that I sent to customers didn't show anything on the page. That issue was resolved.

Service

3/26/2024

W

wjurlsAuthor

Strange that you don't have invoice problems. It happens to me with both invoicing and sales receipts.

Service

I have a buddy who didn't get the update, and his app is working normally. Anyhow, if you use the desktop version on your mobile device, be sure to change your view to Desktop site. In Chrome, there is a menu in the upper right corner with three dots. Scroll down toward the bottom and there is a button for Desktop site. That will change it somewhat to your pc experience.

Do you think others are experiencing this problem? We can't the only ones in the USA where this is on the radar.

S

Sggrooming

I'm having the same issues too but only with employees who have android phones.

Service

Just some random thoughts about this issue:

1. Someone mentioned that the problems shows up mostly with Android phones. I wonder if someone has both an Android and iPhone and can try their account on each one.

2. If you want to post screenshots of what you see on your Android, you have to enable that feature. Go to the gear and select "Enable Screenshots" for 15 minutes.

3. No amount of posting can accurately express the breadth of this issue. Someone from Intuit needs to speak to one or more of us to understand things more clearly. However, there are enough of us posting here to impress upon anyone who cares that there is a real problem that needs to be dealt with.

4. After my last call to customer service, I ended the conversation after the person reiterated that they don't support the app. I got a call late that evening from Intuit--another CSR--assuring me that they do support the app, then he asked if it was okay for him to close out my ticket. It was obvious that this what he called for. Af for supporting the app, I don't think anything has changed.

5. Providing a service to customers, then saying that the service is not supported, is not a good look for any company. Maybe Intuit needs to revisit this.

6. I am paying sales taxes over the weekend and I found one jurisdiction where the amount that QBO collected differed from what the city said I should have collected. I had to go through each sale until I found one where an item was designated tax-free, but was included in the taxable total. So if you come across a similar situation, be careful.

Service

3/21/2024

S

Sggrooming

The same account it is having issues on all three android devices and zero of the three iphone devices I have logged into. All of which are on the most current versions of the apps.

I have the screenshots from the app. Its this forum which isn't letting me post the images. I think it might let me this time (though it only allows one photo) so we'll see.

I'm planning on reaching out to customer service tomorrow but based on your experience with them it doesn't sound like it will make a difference.

It's pretty clearly a bug from the newest android app update but quickbooks doesn't want to take responsibility for it or fix it. This isn't the first time an android quickbooks app update has messed up sales tax but it is the first time it's done it in such a way that makes the app basically not usable.

I really hope they can fix it because it will be an absolute pain to transfer 6yrs of business over to a new software provider.

Service

Are you thinking that the problem is due to an Android phone software update? Or an update to QBO for Android? I have a Samsung S22+ with One UI version 6.0, Android version 14.

As for posting here, I have no problem posting, but for some reason the result is not something that is open for eyes to see within the post. I have to download the attachment and view it in a program on my pc.

A

amergs

I'm having the exact same problem as you guys. I'm also on Android. For me it started on Friday, March 29. Presumably I got the update the night of the 28th. It was working up until that point. I can no longer create invoices. When I go to select the sales tax rate, it glitches out. At first it was crashing the app entirely. Now it just shows blank sales tax rate. It is completely broken. Unusable. I'm not sure why they had to break a perfectly functional app. Did you guys notice they also eliminated the ability to add appointments to Google Calendar from the QuickBooks app? I am VERY VERY unhappy with this change. This is going to cause so much double entry for me. Infuriating doesn't even begin to describe this situation.

Y

yeppers

I've had a problem with the way they do their updates for years. It seems like some executives need to justify their paycheck and change things around in the app or the website, just because they can. What it really does is add confusion and frustration for the paying users. We have to constantly get used to a new layout, but it doesn’t actually increase the usability of the program, or have usefull new features.

S

Sggrooming

UPDATE!

Hey all! I was able to chat with customer service today and good/bad news. Good news is they are aware of the issue and working on it. Bad news is we just have to wait until they fix the app and use the browser version in the mean time.

CHAT:

Rhenz Paulo at 12:39 PM said Great! So basically the reason why its not working on the App, is due to it is under of maintainance, As of this time, we not recommended to use Application

Rhenz Paulo at 12:39 PM said So, the best way to run and use the features of QuickBooks is using Chrome browser

Gray at 12:40 PM said so quickbooks is aware of the issue and working on correcting it? can i be notified when it is fixed? running everything in the browser is not as smooth as when the app is working correctly

Rhenz Paulo at 12:40 PM said That is absolutely Correct

Rhenz Paulo at 12:41 PM said We will notified and provide the Link or latest update of the Application once it was done to do maintainance,

Note: I'm not sure if they mean they'll notify everyone or if I'll get notified because of my contacting customer service about it but I'm happy to post here when they do notify me just in case.

R

RoseJillB

I appreciate your effort in keeping this thread updated about the progress of your concern, @Sggrooming.

You're correct that we have received reports about the unavailability of the QuickBooks Mobile App to populate sales taxes on estimates and invoices. With that, I'd like to encourage everyone experiencing the same to contact our Technical Support Team to add them to the list of users reporting the same concern. For now, we can follow the workaround suggested by the support you spoke with to add sales taxes by logging into your mobile or web browsers.

Moreover, you can go over to this article to learn about recording, adjusting, and deleting sales tax payments in QuickBooks: Manage sales tax payments in QuickBooks Online.

I'll keep this thread open for everyone to share and post their queries. The Community is available 24/7 to help. Take care!

Service

Receipts still not working. Android 22+.

Service

4/4/2024

K

kperlow

I am having the same issue for 2 weeks now and it is a pain. QB updated something and messed it up.

C

celholland

I am having the same problem!!! 😫

Bryan_M

We see you, Cel. Please know that this isn't the experience we want you to have.

No worries, I'll provide you with a workaround. Then, direct you to the best support group available to get this issue resolved.

You can log your account through a mobile browser. Click this link to sign in there: https://app.qbo.intuit.com/app/homepage?locale=en-us

Once done, create your invoice there.

In the meantime, I recommend contacting the QuickBooks Online (QBO) Care Team. They can further investigate why you're unable to create an invoice in the mobile app. Here's how:

Click the question mark (?) icon in your QBO mobile app.
Pick Help and Support.
Click Contact Us.
Enter a brief description of your concern. Then, Continue.
Choose Chat or Callback.

If you want to see a detailed look at the sales tax you owe, check out this article: Check how much sales tax you owe in QuickBooks Online.

Leave a comment below if you have additional questions about sales tax and invoices in your mobile app. We'll be willing to lend a hand. Thank you, and have a good one.

C

celholland

I have done this. All i got was an apology that it is being investigated and I cannot be given a turn around time. This is not good…

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