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D
DClelland
November 16, 2023
Question

iOS app crashing

  • November 16, 2023
  • 2 replies
  • 0 views

Every time I take a photo of a receipt within the app, it crashes. Been happening for around a week now. As a workaround, I can upload a photo from camera roll. That works. 

 

I've tried reinstalling the app, force closing the app, rebooting phone, etc.

 

I'm on latest iPhone with latest FW. 

2 replies

A
Ashleigh1
November 16, 2023

 Hello DClelland, thanks for posting on the Community page, have you installed an update for apple recently or need one done?

 

D
DClellandAuthor
November 16, 2023

Hi, the iPhone is on the latest version as per my initial post. It updates automatically during the night each time an update becomes available. I'm not sure when the last automatic update was. 

A
AbegailS_
November 16, 2023

Hello there, @DClelland.  I want to ensure that you can take a photo of your receipt without any hassle. In addition to the troubleshooting steps that you've already shared, I'd like to share another method that may help resolve the issue.

 

When QuickBooks has unexpected behavior, let's try resetting the app data to clear the cache and refresh it into its default state. Before doing so, let's ensure that your QuickBooks Online (QBO) mobile app is updated as well as your phone's OS. It helps your application work continuously without interruptions. 

 

Here's how:

 

  1. Go to Menu ☰ and tap Help & Feedback.
  2. Tap Refresh Data.
  3. Click Refresh to confirm.

 

If the issue persists, I'd recommend contacting our Customer Care Team. In order for them to investigate the issue. I'll write down the steps below to get you going.

 

  1. Sign in to your QuickBooks Online company.
  2. Click Help (?).
  3. Select either tab to get started:
  • Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. If you decide you need further help, you can still Talk to a human.
  • Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect with us:
    • Start a chat with a support expert.
    • Get a callback from the next available expert.

 

Moreover, you can check this page to help you manage your receipts and match them to existing transactions inside QBO: Upload your receipts and bills to QuickBooks Online.

 

Once your receipts are in QuickBooks. You may also check out this link to help review and categorise them into the correct accounts: Categorise and match online transactions in QuickBooks Online.

 

Should you encounter any additional challenges with capturing sales receipts in the QuickBooks mobile app, please don't hesitate to contact me. I'm here to support you and I wish you all the best!

M
Monkeysanddonkeys
January 6, 2025

I have done all of the actions suggested to resolve App crashing issue. It continues to crash every 15 seconds. I have tried other ways to resolve as well. I’ll end up calling them now but this has been going on for some time. I would think fixing the app at this point is the answer, not us trying to force our platform to conform to theirs. Thanks! 

C
ChristineJoieR
January 6, 2025

I appreciate the extensive efforts you've made to troubleshoot the app crash issue, Monkeysanddonkeys. Despite implementing all suggested solutions and exploring other alternatives, I recognize the importance of resolving the crashes every 15 seconds in QuickBooks Online.

 

This issue has been a persistent challenge for you. I want to let you know that we are receiving similar reports regarding application crashes in QBO. Since you have already tried the alternative solutions mentioned earlier, I suggest contacting our phone representatives. They will review your account and conduct a more thorough investigation.

 

Here's how:

 

  1. Log into your QuickBooks account.
  2. Click the Help option in the upper-right corner.
  3. Tap the Contact Us button.
  4. Choose a topic from the boxes or tap the Ask about something else box.
  5. Next, state your concern in the box. Example: Refund concerns. Then, press the Continue button.
  6. After that, select between the two options: Have us call you or Schedule an Appointment.

 

To learn the best time to get in touch with our support team, kindly indicate the information that is applicable to you by marking the corresponding checkboxes in this link: QuickBooks Online Support.

 

For your convenience, I have attached a page that details the features and tasks that can be utilized on supported devices: Compare mobile app features.

 

Should you have any concerns regarding your QBO mobile application? Let me know in this thread and I'll do my best to help you complete your daily tasks.

J
James Read
January 6, 2025

Just to join this post…

 

I have two users reporting the IOS app crashing after about 15 seconds (different QB accounts).

The app opens and you can do anything / browse / start to create an invoice, or even just do nothing….then after about 15 seconds, the app crashes.

 

Latest IOS 18.2 + QB 24.12.5

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