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tchillot
December 4, 2023
Solved

Receipt snap function stopped working. I tried old suggestions of clearing out the cache, uninstalling/reinstalling the app, etc. I have an Android. Any suggestions?

  • December 4, 2023
  • 1 reply
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Original commenter did not share additional details
Best answer by Carneil_C

Thanks Clark. I tried all of the prescribed remedies, but to no avail, still not working.

Is it possible this issue is concentrated to only Android users? Others I've read in this community with the same issue all seem to be of the Android phone variety. I recall a couple posts referenced Samsung phones (mine is a Google Pixel). 

If there's no remedy, I found success with using the e-mail feature. Not quite as convenient but good enough until a more permanent fix is discovered.


I appreciate your reply, @tchillot.

 

I recognize the urgency of getting this issue resolved and utilizing the snap receipts again in the QuickBooks Online mobile app for Android.

 

I've found out that there's an ongoing issue with the QBO mobile app's receipt snap feature. Our team is diligently working to understand the problem, identify its root cause, and resolve it as soon as possible. I recommend contacting our Customer Care Support so they can add you to the list of affected users and keep you informed of any updates regarding the issue.

 

Here's how you can reach out to them:

 

  1. From the Search tab, click Contact Us.
  2. Enter your question and select Continue.
  3. Review and select from the following: Have us call you or Chat with us.

 

In the meantime, you'll want to upload those receipts through a Web browser or through an iPad.

 

If you want to know more about customization, click on this article: How to Customize Invoices, Estimates, and Sales Receipts.

 

Please don't hesitate to add any other future concerns about sales transactions in QBO. I'm here to listen and help.

1 reply

Candice C
Candice C
December 4, 2023

Good morning, @tchillot. 

 

Congrats on making your first post here in the Community! I'd be more than happy to point you in the right direction to get this receipt snap function working again for you. 

 

I appreciate you taking the time to try some of our troubleshooting steps for the mobile app. To clarify, is the feature not working at all or sometimes working? 

 

In the meantime, let's use one more step to help narrow down the problem. I recommend turning your Android device off and then back on. 

 

If the issue persists, reach back out to me and we'll get you taken care of. I'll be waiting for your response! 

T
tchillotAuthor
December 4, 2023

Hi Candice, thanks for the reply. So, it ceased working as of last Thursday. I snap a receipt and am then met with "Uploading Documents" (as per the attached image) that just constantly spins, for which I've tried several receipts with different backgrounds, etc. To rule out a phone issue, I just made a mobile deposit to my bank which also relies upon my phone's camera, and it was successfully processed.

I did power down/power up the phone a few times over the weekend to no avail. And I did mis-speak in my original inquiry: I have NOT yet cleared the cache ("Refresh Data") for fear it would wipe out all that I have already stored over the past year as that would be even more problematic.

Any other ideas?

Clark_B
Clark_B
December 4, 2023

Hello there, @tchillot.

 

I understand the importance of snapping a receipt in the QuickBooks Online (QBO) mobile app.

 

You can perform basic mobile troubleshooting to help you sort this out. Please note that everything that you uploaded will only remain in QBO and it will not wipe out the data that you've stored.

 

 Follow these steps if you're using an iOS device:

  1. Select the menu at the top right and then choose Help & Feedback.
  2. Click Refresh Data and Refresh.

For Android devices:

  1. Select the menu at the top right and choose Settings.
  2. Press Refresh Data and choose Yes.

In your Phone Settings:

  • Android - From your phone's settings, select Apps (varies by device). Choose the QuickBooks app from the list and select Storage. Select clear data.
  • iOS - From your phone's settings, select Settings, then, click on General and choose iPhone Storage. Select an app that's taking up a lot of space. To free up the storage without deleting the documents and data for the app, select Offload App.

 

Once refreshed, restart your mobile phone, and check if you'll be able to snap a receipt. Just in case the issue persists, uninstall and reinstall the QuickBooks mobile app. I'm adding this article for your reference about mobile app features that are supported on mobile devices: Compare mobile app features.

 

For reference, I'll add this article to help you email your expense receipts and bills to get them into QuickBooks Online: Email receipts and bills.

 

Please keep me posted on your progress in getting this issue resolved, @tchillot. I want to ensure that the receipt function will now work.

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