Question

Why won't the receipt snap upload documents to my account?

Forum|Forum|2 years ago
December 5, 2023
6 replies
0 views

Using the app I take the picture and push the load button but then get a permanent spinner that says it's uploading document. It never finishes and the docs don't upload

QuickBooks Online

K

kandiman

I have been having this problem for several days now as well. coming up on the end of the year, this is not a good problem to be having.

I have not been able to find any kind of work around either so hopefully this problem is resolved quickly.

FYI reinstalling the app did nothing

S

Shania_C

We are thrilled to have you join our Community space @jstevensnow and appreciate your visit to our forum. It's our pleasure to assist with why it won't upload documents to my account.

First, what mobile device are you using when experiencing the issue? If you're using Android, currently we have an ongoing investigation regarding snapping receipts. Rest assured that our Engineers are working to solve this issue. In this case I suggest contacting our Care Support Team, so you'll get email updates.

Here's how to Contact Support using QuickBooks Online in a browser:

Go to Help then select the Search tab.
Click Contact Us.
Enter your concern about snapping receipts and then hit Continue.
Choose to get Callback or Chat.

In the meantime, you can upload your receipts through a Web browser.

However, if you're using an IOS device, I recommend clearing your app data cache by following these steps.

In the QuickBooks Online app:

Click Menu
Select Help & Feedback
And select Refresh Data
Then, click Refresh.

In your device Settings:

Go to your device's Settings.
Click Setting General iPhone Storage and choose an app that takes up much space. To free up the storage without deleting the documents and data for the app.
Select Offload App.

If you are still encountering the same outcome, I recommend uninstalling and reinstalling the application to start anew.

Additionally, if you want to learn running a monthly expense report by vendor you can view this article:

How to run and save a monthly expense report by vendor.

Please get in touch with us if you have other concerns about your Snap Receipt in QuickBooks Online. We'll be happy to help you. Keep Safe!

K

kandiman

so what you are saying is to stop using the app? That is the whole point of these posts is to get the app fixed!!!

This all started happening after the last app update happened sunday.

C

CenRen

Same problem here. Using android Google Pixel. Sounds like a bug from the latest update. Please fix ASAP!

R

ReymondO

Thanks for joining the thread, @CenRen.

As previously mentioned, we are currently investigating the issue of snapping receipts when using the QuickBooks Online app on an Android device. Please be assured that our engineers are diligently working to resolve this issue. If you haven't already contacted our phone support, I recommend doing so. This will allow them to add you to the list of affected users and notify you via email once the issue is resolved.

Here's how to contact support using QuickBooks Online in a browser:

Sign in to your QuickBooks Online account.
Go to Help (?).
Click Contact Us, and give us a short description of your concern.
Select Continue.
Choose your preferred way to connect.
- Chat with us
- Have us call you

In the meantime, you can upload your receipts through a Web browser.

Additionally, I'd like to share this resource that can help you track and customize sales receipts in QBO: Customize invoices, estimates, and sales receipts in QuickBooks Online.

Please feel free to reach out if you have any further questions about snapping receipts in QuickBooks. I'm here to assist you. Stay safe!

P

poorman

Your assurance does not help. You broke something that worked with your last update. Give us a fix

T

Tranquil Essence

I am joining this thread b/c I am having the same issue on my Android. Hoping that there will be a solution to our problem. It's very frustrating!

D

DMesaeh

I've been using the app to capture receipts for a year and a half and it stopped uploading the receipts yesterday 12/5/23. It gets stuck uploading and never finishes. I reinstalled the app and still no luck. I've included a photo of the point the app gets stuck.

S

SnyderFamilyFarm

This is happening to me as well with Android smart phone. It was working fine several days ago and now I just have the forever "uploading documents" circle.

R

Rasa-LilaM

Hello there, @DMesaeh, @poorman, and @SnyderFamilyFarm.

I completely understand the importance of having a hassle-free experience with the app, especially in uploading receipts. I'm here to share a few alternative methods that will make sending your transactions a breeze.

Our engineers are aware of the snag receipt issues you're experiencing with the Android device and are working hard to find a permanent solution. In the meantime, upload your receipts using a web browser or an iPad. These options should enable you to use the feature smoothly.

In the meantime, let's upload the receipts through a web browser or an iPad. To keep in the loop on the progress of the investigation, I recommend contacting our QuickBooks Online (QBO) Care Team and signing up for the list of affected users. You'll receive email updates once there's progress on the investigation and instructions on how to fix it.

Once the receipts are successfully uploaded to your company, review and categorize them to the correct accounts. This is to keep your records in order and ensure a smooth reconciliation process.

Moreover, you can also explore detailed steps on how to send receipts, troubleshoot device issues, and get answers to frequently asked questions about using the app:

I appreciate your patience as we work on resolving this issue. If you have any further questions or concerns about uploading receipts or other entries, don't hesitate to comment below and tag my name. I'll do my best to help you, @DMesaeh, @poorman, and @SnyderFamilyFarm.

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