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djmaudio
May 13, 2023
Question

When I try to capture a receipt using snap receipts the resulting picture is misaligned with the picture I tried to take and zoomed to the top right corner?

  • May 13, 2023
  • 1 reply
  • 0 views
If I line the receipt up to fit the screen before taking the picture the resulting picture is always shifted to the top right and is over scanned outside the boundaries of the frame of the lined up picture before pressing take picture. I have cleared cache, refreshed data, uninstalled and reinstalled and it still has the same behaviour. Android, Xperia 5 III

    1 reply

    Rubielyn_J
    Rubielyn_J
    May 13, 2023

    I acknowledge the efforts you've made to troubleshoot your concern, @djmaudio.

     

    I've got your back to share insights and help resolve capturing receipts issues in QBO. 

     

    It's possible that the snap feature isn't configured properly on your phone. To further isolate the issue, let's ensure that QuickBooks mobile app has permission to access your device's camera. 

     

    Here's how: 

     

    1. Go to your device settings.
    2. Find the app permissions section.
    3. Verify if that camera access is enabled for QuickBooks Online.

     

    If the issue continues, I recommend reaching out to our support team. They can thoroughly investigate further and provide a resolution to the underlying cause.

     

    In the meantime, you can take a photo of the receipt using the regular camera on your device. Then upload it or email this to QBO.

     

    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 have any additional concerns about capturing sales receipts in the QuickBooks mobile app, feel free to let me know. It would be my pleasure to help you out. Have a good one.

    D
    djmaudioAuthor
    May 16, 2023

    Thanks for your reply.

    It's not particularly useful to suggest a fix to something that clearly isn't the problem in this case. The app clearly has permission to use the camera as it can both see the receipt in live view and also take pictures which are misaligned as I originally stated.

    I thought I was asking for support but since you have said I need to contact the support team please tell me how to do this as it is not clear from the app or online how to actually contact them.

    Thanks

    G
    GeorgiaC
    May 16, 2023

    Hi djmaudio

     

    You can reach our team directly for 1-2-1 support on this link or by calling 0808 234 5337 (8am - 7pm, Mon - Fri, free from UK mobile & landlines). They'll have the tools available to escalate your case to our higher support team for full investigation. 

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