Thank you for reaching out to the Community, @grtservicesllc-g. I understand the importance of being able to use Snap Receipt. It's disheartening to hear that even after trying various solutions like refreshing, clearing cache, and uninstalling/reinstalling, you still face the same issue where the Snap Receipt gets stuck and never loads. Based on your provided information, the troubleshooting you made earlier should resolve the issue. However, since the problem persists, I recommend contacting our support team for further assistance in your web browser. They possess the necessary expertise and tools to help you troubleshoot the problem and provide the most accurate guidance. Here's how to contact Support: Sign in to your QuickBooks Online company.Select Help (?).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 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 call back from the next available expert.Ask the Community to get help from businesses like yours. Please be mindful of their respective Supporting Hours schedule. After successfully uploading your receipt to QBO, the next step is to review and categorize them to ensure they are allocated to the correct accounts. Let me know if you need further assistance concerning your snap receipt in QuickBooks Online. The Community is here to help 24/7. Have a great day!

Solved

Why does Snap Receipt get stuck loading in the QuickBooks mobile app, and how do I fix it?

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

No text available

QuickBooks Online

Best answer by katelynner

Fixing Snap Receipt when it's stuck loading

If the app snaps the photo but the upload circle spins forever, a few quick steps usually clear it.

1. Refresh and clear the app's stored data

Open the QuickBooks mobile app.
Select the menu, then Help & Feedback (or Settings, depending on your app version).
Select Refresh Data, then confirm.

If that doesn't clear it, clear the app's stored data directly on your phone:

Android: go to your phone's Settings, then Apps, find QuickBooks, select Storage, then Clear data.
iPhone or iPad: go to Settings, then General, then iPhone Storage, select QuickBooks, then Offload App. This frees up space without deleting your data.

2. Restart and switch networks

Close the app completely, restart your phone, and try switching from Wi-Fi to mobile data (or the reverse) before snapping the receipt again. A weak or unstable connection is a common cause of stuck uploads.

3. Reinstall the app

If it's still stuck, uninstall and reinstall the QuickBooks mobile app from the App Store or Google Play Store.

4. Upload from a browser in the meantime

You don't have to wait on the app to get your receipts in.

Sign in to QuickBooks Online in a web browser.
Go to All apps, then Accounting, then Receipts.
Select Upload from computer or Upload from Google Drive.

Receipts need to be a PDF, JPEG, JPG, GIF, or PNG file. If you're on a newer iPhone or iPad, photos are often saved in HEIC format by default, so you may need to convert them before uploading.

For more information: Fix common errors in the QuickBooks mobile app for Android, Upload your receipts to QuickBooks Online

Still stuck after trying these? Let us know your device and app version and we'll dig in further.

S

Shania_C

QuickBooks Team

Thank you for reaching out to the Community, @grtservicesllc-g.

I understand the importance of being able to use Snap Receipt. It's disheartening to hear that even after trying various solutions like refreshing, clearing cache, and uninstalling/reinstalling, you still face the same issue where the Snap Receipt gets stuck and never loads.

Based on your provided information, the troubleshooting you made earlier should resolve the issue. However, since the problem persists, I recommend contacting our support team for further assistance in your web browser. They possess the necessary expertise and tools to help you troubleshoot the problem and provide the most accurate guidance.

Here's how to contact Support:

Sign in to your QuickBooks Online company.
Select Help (?).
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 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 call back from the next available expert.
- Ask the Community to get help from businesses like yours.

Please be mindful of their respective Supporting Hours schedule.

After successfully uploading your receipt to QBO, the next step is to review and categorize them to ensure they are allocated to the correct accounts.

Let me know if you need further assistance concerning your snap receipt in QuickBooks Online. The Community is here to help 24/7. Have a great day!

J

jlemon

I am having the same issue as well and I did all the same things and it did not help. I am having a hard time getting a actual person to talk to in custom support.

J

jlemon

I've called twice - the first time the call "got dropped" and the second time I was told it would be a 2 minute hold that took 13 minutes. I am seriously thinking of cancelling my subscription.

M

Mgrando

I have the exact same issue. It really sucks I depended on the snap receipt function.

G

grtservicesllc-gAuthor

QuickBooks really needs to resolve this issue!!!!

L

lin_jcaj

Level 9

Hello, grtservicesllc.

I recognize the importance of the feature that allows you to snap a receipt. I'm here to offer other troubleshooting steps to fix this.

If you are using an Android device, there's an investigation into this issue. Our product engineers are working on a solution. I recommend contacting our QuickBooks Support specialists to have your name added to the list of affected users and to receive updates as soon as they are available.

In the meantime, you can upload the receipts through a web browser or an iPad.

However, if you're using an iOS device, you can fix this by clearing the app's cache. There are instances when the app has a large amount of data, resulting in strange results.

To clear the cache in your QuickBooks Online app, follow the steps below.

iOS - Tap the Menu at the bottom and click on Help & Feedback. Then select Refresh Data and Refresh.

To clear cache in your phone settings:

iOS - From your phone's Settings, choose Settings. Click on General and choose iPhone Storage. Select an app that's taking up a lot of space. To free up the Storage without deleting the documents and data for the app, select Offload App.

I recommend checking this article for more details on troubleshooting the QB Online app: Fix common errors in the QuickBooks Online mobile app for Android.

You can get back to this thread if you have further questions about managing your receipts or other concerns you have. I'll be here to help.

katelynner

Answer

Community Manager

Fixing Snap Receipt when it's stuck loading

If the app snaps the photo but the upload circle spins forever, a few quick steps usually clear it.