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How do I fix receipt snap when it's stuck on "Uploading Documents" in the QuickBooks Online mobile app?

Forum|Forum|2 years ago
December 4, 2023
9 replies
117 views

Receipt snap function stopped working. I tried old suggestions of clearing out the cache, uninstalling/reinstalling the app, etc. I have an Android. Any suggestions?

QuickBooks Online

Best answer by cody_a

Fix receipt snap when it's stuck on "uploading documents"

If receipt snap in the QuickBooks Online app for Android keeps spinning on "uploading documents," a few steps beyond a basic cache clear and reinstall can help get it working again.

Step 1: Refresh your app's data

This resyncs the app with your QuickBooks Online account and often clears up upload snags.

Open the QuickBooks Online app and go to Menu.
Tap More options.
Tap Settings, then Refresh data.
Tap Yes to confirm.

Once that's done, restart your phone and try snapping a receipt again.

See the latest available information in the QuickBooks mobile app

Step 2: Work through the general troubleshooting checklist

If refreshing your data doesn't do it, run through these in order:

Switch between Wi-Fi and mobile data to rule out a connection issue.
Close the app completely, then reopen it.
Power your phone off and back on.
Check the Google Play Store for an app update and install it if one's available.
Update your phone's operating system to the latest version.

You've already covered uninstalling and reinstalling the app, so that one's checked off.

Fix common issues in the QuickBooks mobile app

Upload your receipts another way in the meantime

While you sort out the app, you don't have to let receipts pile up. You can still get them into QuickBooks Online through:

Your phone's web browser: sign in to QuickBooks Online, go to Receipts, then select Upload from computer or Upload from Google Drive.
Email: send receipts straight to QuickBooks Online. See Email receipts and bills for your unique email address and setup steps.

Learn more: Upload your receipts to QuickBooks

Let us know how it goes, or if you run into anything else and we’ll be happy to help.

C

Candice14

Level 8

Good morning, @tchillot.

Congrats on making your first post here in the Community! I'd be more than happy to point you in the right direction to get this receipt snap function working again for you.

I appreciate you taking the time to try some of our troubleshooting steps for the mobile app. To clarify, is the feature not working at all or sometimes working?

In the meantime, let's use one more step to help narrow down the problem. I recommend turning your Android device off and then back on.

If the issue persists, reach back out to me and we'll get you taken care of. I'll be waiting for your response!

T

tchillotAuthor

Hi Candice, thanks for the reply. So, it ceased working as of last Thursday. I snap a receipt and am then met with "Uploading Documents" (as per the attached image) that just constantly spins, for which I've tried several receipts with different backgrounds, etc. To rule out a phone issue, I just made a mobile deposit to my bank which also relies upon my phone's camera, and it was successfully processed.

I did power down/power up the phone a few times over the weekend to no avail. And I did mis-speak in my original inquiry: I have NOT yet cleared the cache ("Refresh Data") for fear it would wipe out all that I have already stored over the past year as that would be even more problematic.

Any other ideas?

Clark_B

QuickBooks Team

Hello there, @tchillot.

I understand the importance of snapping a receipt in the QuickBooks Online (QBO) mobile app.

You can perform basic mobile troubleshooting to help you sort this out. Please note that everything that you uploaded will only remain in QBO and it will not wipe out the data that you've stored.

Follow these steps if you're using an iOS device:

Select the menu at the top right and then choose Help & Feedback.
Click Refresh Data and Refresh.

For Android devices:

Select the menu at the top right and choose Settings.
Press Refresh Data and choose Yes.

In your Phone Settings:

Android - From your phone's settings, select Apps (varies by device). Choose the QuickBooks app from the list and select Storage. Select clear data.
iOS - From your phone's settings, select Settings, then, 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.

Once refreshed, restart your mobile phone, and check if you'll be able to snap a receipt. Just in case the issue persists, uninstall and reinstall the QuickBooks mobile app. I'm adding this article for your reference about mobile app features that are supported on mobile devices: Compare mobile app features.

For reference, I'll add this article to help you email your expense receipts and bills to get them into QuickBooks Online: Email receipts and bills.

Please keep me posted on your progress in getting this issue resolved, @tchillot. I want to ensure that the receipt function will now work.

cody_a

Answer

Community Manager