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dafcomsolutions-
February 22, 2022
Question

Snap receipt is not working. Not able to take pictures of receipts

  • February 22, 2022
  • 4 replies
  • 0 views
Original commenter did not share additional details

4 replies

DivinaMercy_N
DivinaMercy_N
February 22, 2022

Hi there, @dafcomsolutions-. Let's work together to fix your snap receipt issue.

 

To begin, may I know if you encounter any error when attempting to snap a receipt? Any additional information is a great help so we can get close to the resolution.

 

Meanwhile, you can also clear your app's cache to refresh the data. There are times that the stored cache can cause unusual behavior with the system. Please refer to the steps below.

 

For Android:

  1. Select the Gear icon at the top right.
  2. Choose Settings.
  3. Then, click Refresh Data and tap Yes.

 

For iOS:

  1. Click the menu button.
  2. Then, choose Help & Feedback.
  3. Select Refresh Data and click Refresh.

 

Once finished, test to snap a receipt again and check if it's now working. If the same thing happens, I'd recommend uninstalling and reinstalling the application to have a clean slate. I'll show you how:

 

For Android

  1. Open the Google Play Store app.
  2. Click menu and select My apps & games.
  3. Next, tap on the QuickBooks Online (QBO) mobile app.
  4. Then, select Uninstall.

 

For iOS

  1. Launch the Settings app on your iPhone or iPad.
  2. Next, click General.
  3. Then, tap [Device] Storage.
  4. Select the QBO mobile app.
  5. Click Delete app.
  6. Select Delete to confirm.

 

To reinstall QBO mobile app for both Android and iOS, please see this article: How to download the QuickBooks Online mobile app. This also provides a link for supported mobile devices compatible with running the application.

 

Additionally, I've added these links to serve as your reference in using the receipt snap feature in QBO:

 

Once your receipt is successfully uploaded to your QBO account, the next step is to review and categorize them to ensure they are allocated to the correct accounts.

 

Feel free to leave a reply below for any additional details you can add. I'd be always around to assist you further. Thanks for dropping by.

D
dafcomsolutions-Author
February 22, 2022

Hi,

I cleared the cache by refreshing the data but still not able to use the snap receipt widget. I have attached a screenshot of the error message I keep getting. I will uninstall it and reinstall to see it works.

B
breakwater
March 2, 2023

Did you find a solution to this problem? I have also been unable to 'snap receipts' for a couple of weeks now. Seems like with the latest app update this problem appeared. Any help is greatly appreciated as I also rely upon this feature heavily. 

G
glassr
March 15, 2023

win10 desktop pro plus 2023

samsung s23 android up to date

 

first time try snap take photo on phone, upload to desktop:

take photo

click button to upload

it provides list of three companies to choose from to upload to - they are all the same so i arbitrarily select the first one.

says its uploaded.  go check the QBD > vendor > receipt management

no photo there - not processing .  not in reviews.  wait some long time. still not there.

try again. this time it doesn't provide list of 3 companies so I cant try a different one and I don't find a way to force it to provide the list of 3 by restarting the app or the phone or uninstalling the app and reinstalling it.

snapping photo and uploading again.  still not show in QBD.

 

However, QBD > vendor > receipt management > browse to upload

works Okay.

 

[email address removed] does not work.  send a photo there.  it never shows up in processing or reviews.

 

wanna be able to snap a receipt on the phone and upload successfully to QBDesktop, please.

G
glassr
March 15, 2023

emailing photo did work.

 

but, i need to be able to upload a snap photos from phone.

Adrian_A
Adrian_A
March 15, 2023

I appreciate the steps you've done to resolve the snap photo issue, glassr.

 

QuickBooks Desktop (QBDT) lets you upload and review your receipts from the mobile app. You'll just have to ensure the image is in a PDFs, JPEG, JPG, GIF, or PNG format. This way, the file will show up in the Documents uploaded from mobile window.

 

Once you're all set, you might want to check out this link for reference in matching your accounts efficiently: Reconcile an account in QuickBooks Desktop.

 

I'm all ears if you have any other follow-up questions about uploading receipts in QBDT.

D
danaEA
December 5, 2023

I am not able to snap receipts either anymore. Worked until a few days ago. I have refreshed data and even uninstalled and reinstalled the app.

Any ideas? I snap the receipt and it says uploading and just keeps spinning and freezes till I exit out of the app.

E
Erika_K
December 5, 2023

I understand the convenience and importance of the receipt snap feature to your business, @danaEA. 

 

Upon checking, we have an ongoing investigation about the receipt snap not working on Android devices. With that, I recommend contacting our support team. By doing this, they'll get your account information securely and you'll be added as one of the affected users. You will be timely notified about the course of this investigation.  

 

To contact us: 

  

  1. Go to the Help icon, then select the Search tab. 
  2. Choose Contact Us. 
  3. Enter a brief description of your situation in the What can we help you with? area. 
  4. Click Continue, then choose Chat or Callback. 

 

For us to ensure you'll reach our support team, visit this article: QuickBooks Online Support.  

 

However, if you're using an IOS mobile device, a possible reason why the feature isn't working, is due to its file size and format. 

 

It's important to remember that between 46KP - 20 MB file sizes are only allowed when uploading the images. 

 

The file formats supported by QBO are:  

  • PDF
  • JPEG 
  • JPG 
  • GIF
  • PNG 

 

If you have a newer IOS device, your images might be in HEIC format. You can convert HEIC images to a compatible format.

 

Also, QBO doesn't recommend uploading receipts with personal information.  

 

In addition, I'll add this guide about how to send expense receipts and bills to get them into QBO: Email receipts and bills to QuickBooks Online. 

 

For further queries about managing your QBO mobile app, hit the Reply button. Take care always! 

A
API2023
December 5, 2023

Snap receipt doesn't work.  After taking a picture and selecting "use this photo", the progress circle continues endlessly.  I cleared the cache and uninstalled/reinstalled the app (android).  Behavior is the same.

M
MadelynC
December 5, 2023

I’ve got an update about the Snap receipt feature, @API2023.

 

We're aware that the Snap receipt feature isn't functioning properly on Android devices, and we want to assure you that our team is actively investigating the issue. We are taking all necessary steps to resolve this as quickly as possible.

 

I recommend contacting our support team so you can be added to the list of affected users and receive updates on the progress as soon as they become available. To ensure prompt responses, please check our support hours before reaching out to us.

 

Here are the steps you can follow to connect with us:

 

  1. Open your QuickBooks Online account.
  2. Go to the Help (?) menu.
  3. Select the Search tab, then click Contact Us.
  4. You can enter “Have an issue with snap receipt on Android” in the field.
  5. Tap Continue.
  6. Click the Chat or Callback option.

 

I've attached some references that can help you manage your receipts more effectively in the future:

 

 

Please know that we appreciate your patience and effort. If you have other concerns, please don’t hesitate to reach back out. We’ll be here to find solutions for you, @API2023.  

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