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paul239
April 24, 2023
Question

Photo capture of Snap Receipt is cropping the receipt out of the captured image, even though it was within the green lines. I've reinstalled the Android app. How fix pls?

  • April 24, 2023
  • 1 reply
  • 0 views
Any advice on how to fix this greatly appreciated.

    1 reply

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    MirriamM
    April 24, 2023

    I want to ensure you can successfully upload your receipts in QuickBooks Online (QBO), @paul239.

     

    When QuickBooks has unexpected behaviour, 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. 

     

    To refresh the data, here's how:

     

    1. In your QBO mobile app, click on Menu button at the bottom.
    2. Select the Gear icon at the upper left hand. 
    3. Choose the Refresh Data menu.
    4. Click Yes. 

     

    After that, try to upload your receipts. If the issue persists, let's try to uninstall and then reinstall the app again. You can get more information in this article: How to download the QuickBooks Online mobile app.

     

    Once your receipts are uploaded, you can go to Step 2 on this article for guidance on reviewing, adding, or matching receipts and bills: Upload your receipts and bills to QuickBooks Online.

     

    Let me know on how things turn out after trying these steps. I'll be around to provide further assistance. Take care!

    P
    paul239Author
    April 25, 2023

    Hi Mirriam and thank you for your response.

     

    I cleared the data and re-installed the app yesterday. I've repeated the clear data step again today. My phone already has the latest version Android system update. The captured photo still crops out the receipt, even though it is inside the green gridlines when the photo is taken.

     

    What further steps can be taken to fix this please?

     

    Much appreciated.

     

    Paul

    E
    emmam6
    April 25, 2023

    Hello Paul239. Thanks for getting back to us. We have checked and we have no other reports of the same issue at the moment, so we need to go through a few steps. Can you check in the settings for the app that all camera permission has been authorised and that you are using version 7.52? If that is the case, can we ask if you can try on a 4g network if you are using Wi-Fi and vis versa and then if you get the same result let us know and we'll take this to our senior team.

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