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cedric4
October 25, 2023
Question

Redirect: Must use browser in app?

  • October 25, 2023
  • 1 reply
  • 0 views

My colleague has the QBO app; he is able to log-in. But before doing anything else, he gets an error that tells him that 'you must do this in a browser'. We can't reset the cache or anything. He's already tried reinstalling the app as a potential solution.

Snapping a receipt is not really possible in the browser--adding a bill is a manual process and we're not able to leverage the (very cool) intelligence of taking  a picture of the receipt and having it create a bill for us. 

Why is this happening? 

1 reply

Q
QueenC
October 25, 2023

I understand that you're experiencing difficulties with the Receipt Snap feature in the QuickBooks Online mobile app, @cedric4. I'm here to assist you with resolving this issue and ensure that you get back to business in no time.
 

First, yes, you're right that the Snap Receipt feature is only available in the mobile app and it should work perfectly. That being said, the error message that you're getting which is to perform it on the browser instead shouldn't be an option.
 

With this, let's perform some troubleshooting steps as this can be caused by some data issues on the app. You can follow the steps below depending on your phone.

For the IOS version:

 

  1. Go to the Menu icon and tap Help & Feedback.
  2. Select Refresh Data.
  3. If you get a prompt message, "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.
     
     

For Android:

 

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

 

I'd suggest utilizing the Snap Receipt feature then and see if it's now working as expected. If the issue persists, I'd suggest getting in touch with our Technical Support Team so this will be sorted out in a safe and secure manner using their tools.

 

In addition to the snap receipt feature, here's an article that you may find helpful in emailing your expense receipts and bills to get them into QuickBooks Online: Email receipts and bills to QuickBooks Online.

 

Should you need additional assistance snapping your receipts in the QuickBooks Online app, feel free to leave a comment below. I'll be here to help you in any way I can. Take care.

C
cedric4Author
October 26, 2023

I love this, but we can't even get to the 'resync' part in the app. The 'go to the website' thing is an overlay and blocks all interaction with the app. Z-layer problems. 

AlverMarkT
AlverMarkT
October 26, 2023

Thank you for getting back to us here in the QuickBooks Community, @cedric4. I appreciate you doing the recommended steps by my colleague. 

 

I can see that the "go to the website" overlay issue persists on your end. In this case, I recommend reaching our customer support as they have the necessary tools to provide you with live assistance. 

 

   1. In your QuickBooks Online company, go to Help (?).

   2. Select either of these tabs:

  • Assistant tab and type Talk to a human.
  • Search tab and click on Contact us to connect with a support expert.

    3. Choose how you want to reach us (phone or chat).

 

Please note our support hours. For Plus, Essentials, and Simple Start subscribers, support will be available Monday-Friday from 6 AM to 6 PM PT and Saturday from 6 AM to 3 PM PT. For Advanced subscribers, you may contact support any time and any day.

 

This article about connecting your bank account to the mobile app might come in handy for you in the future. I'll add this here as a guide: Connect your bank account in mobile app for QuickBooks Online.

 

You're always welcome to visit the Community again if you have any other questions. We'd be more than happy to help. Take care.

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