Solved

Why does QuickBooks Online receipt snap keep spinning on "uploading documents"?

Forum|Forum|2 years ago
December 3, 2023
11 replies
120 views

Receipt snap is not working in the app. Just keeps spinning saying uploading documents. Tried refreshing data and unstalling and re-installing the app

QuickBooks Online

Best answer by cody_a

When receipt snap gets stuck spinning on "uploading documents" in the QuickBooks Online mobile app, a weak connection or temporary data glitch on your phone is usually the cause. While refreshing data or reinstalling the app helps in many cases, trying a few targeted fixes can quickly get things moving again.

Here's the full troubleshooting sequence to work through in order:

Switch your connection. Toggle between wifi and mobile data (or vice versa) and try snapping the receipt again. A weak or unstable connection is one of the most common causes of an upload that never finishes.
Fully close and restart the app. Don't just back out to the home screen. Swipe the app closed completely, then reopen it.
Clear the app's stored data.

On Android: go to your phone's Settings, select Apps, choose the QuickBooks app, select Storage, then choose Clear data.
On iOS: go to Settings, then General, then iPhone Storage, select the QuickBooks app, and choose Offload App. This clears out stuck files without deleting your data.

Power off and restart your phone. This clears out any background processes that might be holding the upload open.
Check for app and device updates. Make sure you have the latest version of the QuickBooks app from the App Store or Google Play Store, and that your phone's operating system is up to date. An outdated app or OS version can cause uploads to hang.
Uninstall and reinstall the app. If you've already tried this, do it again after completing the steps above. Clearing the app's stored data first (step 3) makes the reinstall more effective, since a straight reinstall doesn't always remove everything a plain uninstall leaves behind.

Work through these in order rather than jumping straight to uninstalling again. Most people find the connection switch or the stored-data clear resolves the spinning upload before they get to the later steps.

Learn more:

Fix common issues in the QuickBooks mobile app

Let us know if the upload still won't go through after trying all of these, or if you run into anything else with receipt snap.

JaeAnnC

Level 6

It's great to have you here, @risenaerialservi. Let me connect you with our top-notch support to assist you in resolving the issue with the receipt snap feature on QuickBooks Online (QBO).

I appreciate all the troubleshooting steps you've initiated. Since the Receipt snap feature isn't working on the mobile app, I recommend uploading your receipts through the mobile web browser. To do that:

Log in to your QBO account using a supported web browser.
Go to Transactions and click Receipts.
Select Upload from computer or Upload from Google Drive.

However, if the issue persists, I recommend getting in touch with our customer support team. They are equipped with the necessary tools to further determine the cause of the problem and raise an investigation if necessary. To do that:

Go to the Help icon and choose the Search tab.
Select Contact Us.
Describe your concern and select Continue.
Choose between Chat with us and Have us call you.

After uploading your receipts, it's best to review and categorize them into the appropriate accounts. Doing so helps determine tax deductions and tells you where your business makes and spends money.

Feel free to reach out to us whenever you have additional questions concerning receipts. I'll be more than glad to assist you further. Have a nice day ahead.

R

risenaerialserviAuthor

Yes, I know how to upload them on a desktop with the web log in. It is not at all convenient and is more time consuming then simply snapping a copy of the receipt in the app. If I am paying for the service, I should be able to use the features. It is the only reason I got the app.

B

brucesautoinc

Mine has been doing the same thing since Friday the 1st. I hope this gets resolved soon. I don't have time to scan and upload. It's too time consuming.

A

Ashley Martz

Mine is doing the same thing! It just keeps spinning/uploading the photo. I have uninstalled the app and cleared all cache with the same results. I like to have an attached receipt while matching all transactions. I now have a stack of receipts for four accounts that I cannot upload. We have another employee who has access to our QBO remotely, and his phone is working(Apple). I'm unsure if this is just an Android error, but hope this issue is resolved soon!

cody_a

Answer

Community Manager

When receipt snap gets stuck spinning on "uploading documents" in the QuickBooks Online mobile app, a weak connection or temporary data glitch on your phone is usually the cause. While refreshing data or reinstalling the app helps in many cases, trying a few targeted fixes can quickly get things moving again.

Here's the full troubleshooting sequence to work through in order:

Switch your connection. Toggle between wifi and mobile data (or vice versa) and try snapping the receipt again. A weak or unstable connection is one of the most common causes of an upload that never finishes.
Fully close and restart the app. Don't just back out to the home screen. Swipe the app closed completely, then reopen it.
Clear the app's stored data.

On Android: go to your phone's Settings, select Apps, choose the QuickBooks app, select Storage, then choose Clear data.
On iOS: go to Settings, then General, then iPhone Storage, select the QuickBooks app, and choose Offload App. This clears out stuck files without deleting your data.

Power off and restart your phone. This clears out any background processes that might be holding the upload open.
Check for app and device updates. Make sure you have the latest version of the QuickBooks app from the App Store or Google Play Store, and that your phone's operating system is up to date. An outdated app or OS version can cause uploads to hang.
Uninstall and reinstall the app. If you've already tried this, do it again after completing the steps above. Clearing the app's stored data first (step 3) makes the reinstall more effective, since a straight reinstall doesn't always remove everything a plain uninstall leaves behind.

Work through these in order rather than jumping straight to uninstalling again. Most people find the connection switch or the stored-data clear resolves the spinning upload before they get to the later steps.

Learn more:

Fix common issues in the QuickBooks mobile app

Let us know if the upload still won't go through after trying all of these, or if you run into anything else with receipt snap.

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