Solved

Why did mileage tracking stop working in the QuickBooks mobile app, and how do I fix it?

Forum|Forum|2 years ago
February 4, 2024
6 replies
17 views

No text available

QuickBooks Online

Best answer by katelynner

If trips suddenly stop recording in the QuickBooks mobile app, it's almost always tied to a setting on your phone, not a problem with your account. Work through the steps below in order and tracking should start working again.

1. Turn auto-tracking back on

iPhone or iPad: open the app, go to Settings, then Mileage, and select Auto-track your miles. Follow the prompts to allow location access.

Android: open the app, go to Settings, then Mileage, and turn on Auto-tracking. When prompted, allow location access "all the time" and allow access to physical activity.

2. Let the app run in the background

If the app can't run in the background, it only tracks trips while it's open and on your screen.

iPhone or iPad: in your device settings, find QuickBooks, set Location to Always (not "While using the app"), and turn on Motion & Fitness, Background App Refresh, and Cellular Data. If you get a background-location prompt, choose Always allow.

Android: background permissions vary by device, so use your phone manufacturer's own steps for letting apps run in the background.

3. Disconnect from Wi-Fi hotspots while driving (Android)

Staying connected to a hotspot while you drive can throw off trip recording. It's fine to leave Wi-Fi turned on, just avoid staying connected to a hotspot during the trip.

4. Check your tracking status anytime

Open the app, go to Settings, then Mileage, and review the checklist (Troubleshooting on iOS, Avoid missed trips on Android). A green check next to every item means you're all set. A "!" means something still needs adjusting, follow the on-screen instructions to fix it.

5. Rule out other apps and device settings

Antivirus apps or battery/memory-saving apps can interfere with tracking. Add QuickBooks to your device's approved or ignore list if you use one.
On Android, go to your device settings, find the QuickBooks app under Application manager or Apps, select Mobile data, and turn on Allow app while data saver is on, Allow unrestricted data usage, and Allow background data usage.
On iPhone, avoid using Low Power Mode while tracking a trip, and make sure Do Not Disturb isn't scheduled to run during trips, since it can close background apps.

6. Update the app and your device

Make sure you're running the latest version of the QuickBooks mobile app, and the latest version of iOS or Android. The app needs iOS 12.2 or later to track mileage properly.

A couple of habits that help once everything's set up: open the app right when you start a trip so it's active in the background, and if your phone restarts or the battery dies mid-trip, reopen and sign back in to QuickBooks so tracking picks back up.

For more information: Fix mileage tracking issues in the QuickBooks mobile app

Still not tracking after trying these? Let us know which device and app version you're on and we'll dig in further.

AlverMarkT

Moderator

I understand the importance of the mileage tracking to work correctly, @drsbuilders.

I can provide updates on this investigation with reference number INV-95236.

Our product engineers are working to resolve this issue where automatic mileage tracking doesn't work in the app and trips don't reflect on the QuickBooks Online (QBO) review page. While there is no specific timeframe for the resolution of the problem, I encourage contacting our Support team to add you to the list of affected users and be notified once fixed. Here's how you can contact them:

Sign in to your QBO account.
Go to Help (?).
Select Contact Us.
Enter your concern, then select Let's talk.
Choose a way to connect with us:

Start a chat with a support expert.

For now, you can consider adding trips manually through your browser or perform the troubleshooting steps in this article: Fix mileage tracking issues in the QuickBooks Online mobile app.

We'll be here in the Community if you have further questions about mileage tracking in QBO. We're committed to offering ongoing support. Take care.

J

jerry26

I am having the same issue. Unfortunately, mine stopped tracking 4 weeks ago and I am just discovering it. I am searching the help articles and haven't found anything that helps yet. Were you able to resolve the issue?

D

DebSheenD

Level 5

Thanks for notifying us of this issue, @jerry26. I understand the challenges when tracking mileage is not working in QuickBooks Online (QBO). No worries. I've got multiple troubleshooting options to get around the issue.

When tracking mileage using the QBO mobile app, it automatically records your work trips. However, we can configure it if we notice unusual behaviors when monitoring travels.

First, let's check your app to see if it's still tracking your miles. Here's how:

Go to the menu ☰ icon.
Select Settings.
Click Mileage Settings in the Mileage section.

Examine the list in the Avoid missed trips section. If all of the settings have a green checkmark, you're good to go. If you see a (!), follow the on-screen instructions to make changes.

Moreover, third-party antivirus software and apps may interfere with mileage tracking. That said, we can add the QBO mobile app to your permissions lists. To do that:

Go to your device's Settings and select Application manager or APPS.
Locate the QuickBooks mobile app and select Mobile Data.
Turn on the settings Allow app while data server on, Allow unrestricted data usage, and Allow background data usage.

Please visit this article for more suggested resolutions: Fix mileage tracking issues in the QuickBooks Online mobile app.

For business trips, employees should use company vehicles. We're able to reimburse an employee for mileage if they used their personal transportation for business purposes. Here's how to keep track of mileage reimbursements and pay employees for them: Reimburse employees' mileage and vehicle expenses in QuickBooks Online.

Please leave a reply below if you have additional concerns about mileage tracking. We're always around to help. Have a great day.

katelynner

Answer

Community Manager

If trips suddenly stop recording in the QuickBooks mobile app, it's almost always tied to a setting on your phone, not a problem with your account. Work through the steps below in order and tracking should start working again.