Solved

Why does the QuickBooks Online app crash when opening attachments on iPhone, and how do I fix it?

Forum|Forum|2 years ago
January 3, 2024
17 replies
75 views

Today the QuickBooks application on iPhone 15 iOS 17.2.1 crashes when trying to download or open an attachment. I’ve tried with my phone and spouses. Responds the same. Offloaded the app, restarted phone, redownloaded. And the same … crashes app and goes to apples Home Screen. No warning just blinks off. I’m in the vendor section of Quickbooks app and tap the paperclip and crashes. Help?

QuickBooks Apps

Best answer by cody_a

A few quick troubleshooting steps usually fix most app crashes on your iPhone, even when opening an attachment is what triggers the crash. Here’s the best order to try them:

Switch between Wi-Fi and mobile data, then try opening the attachment again.
Close the QuickBooks app completely and reopen it.
Power off your iPhone and restart it.
Delete the QuickBooks app and reinstall it from the App Store.
Check the App Store for an update and install the latest version of the app.
Update iOS to the newest version your iPhone supports.

Every step rules out something different, like a weak connection or an outdated app version. Trying them in order helps you find what works fast without spinning your wheels.

If the app still crashes after all of that, you're not stuck. Sign in to QuickBooks Online through a mobile browser instead, using Safari or Chrome. That gets you back into your attachments and the rest of your account right away, while you sort out the app itself.

Check out this article for more: Fix common issues in the QuickBooks mobile app

Still running into the crash? Drop a comment below with your iPhone model and iOS version, and we'll dig in further.

Clark_B

QuickBooks Team

I appreciate you for bringing this to our attention, @CML5.

I know how challenging it is not to be able to sign in to your QuickBooks Online (QBO) mobile app. Let me provide you with some tips on how we can resolve this and access your account properly.

To start, it's possible that you've encountered this issue due to the system requirements for QBO mobile.

For best results on your mobile device, use the following:

iPhone / iPad

iOS 11.1 or newer.
Safari browser with Private Mode Off to allow cookies which are required for QuickBooks Online.
Other browsers such as Chrome and Dolphin are not supported on iOS but may work.

Let's also perform some troubleshooting steps to fix the performance issue.

Here's how:

Go to your device's Settings and select Setting General iPhone Storage.
Choose 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 the Offload App.

For future reference, you can check this article to guide you on which QBO features are supported on mobile devices: Compare mobile app features.

Please know that I'm just a reply away if you need additional assistance with accessing your QBO mobile.

B

brandonseptictan

I have been having the same issue. I did exactly what the original poster did: delete and reinstall app, restart, iPhone, and still attachments won’t open and cause app to crash.

I also did what you recommended in your reply which was to offload all unused apps. That did not help either.

Please fix this as it makes me unable to do my job while out of the office. I must be able to open the attachments.

J

Jelayca V

QuickBooks Team

I appreciate all the efforts you have made in troubleshooting the issue you faced, brandon. Your concerns are entirely valid. I will bring this matter to the attention of management to improve our customer service.

To get this issue resolved, I suggest that you get in touch with our QuickBooks Online Support team. Once you get in touch with them, one of our specialists will inform our engineering team to investigate why the app is crashing. They will be able to investigate the cause of the issue and its behavior. To contact them, please follow these steps:

Sign in to your QuickBooks Online company.
Go to the Help icon.
Click the Search tab and select Contact Us.
Provide a summary of your concern and click Continue.
You can choose either chat with us or have us call you.

Additionally, I am attaching an article that will help you learn more about the features you can use while using the QBO app. You can access it here: Which QuickBooks Online App Features are Supported on Mobile Devices?

Thank you for your patience as we work on resolving this issue. If you have any further questions about QuickBooks Apps, please let me know in the comments below. Take care!

C

Chap222

I see they still haven’t fixed this issue. It started for me back in 2023 and it’s still happening. I’ve done everything you have done and what “tech support”, if you even want to call it that, has advised to do, with no luck. As another poster has mentioned, this is imperative to have when I’m out in the field and need to reference past tickets for notes. Nothings more embarrassing than a customer needing information from a previous visit and I can’t pull that up for them. I would imagine with countless subscribers to their services, they would have sufficient funds to have their tech work properly. I may even call tomorrow and discuss some form of discount or reimbursement for the last 8+ months on my bill for them being paid to provide a service they cannot properly provide.

B

Bruski1

This is me too.

i could not even log an error as it crashed. Crashing when trying to use different features. Have followed all instructions.

There’s a bug and it is getting very frustrating. Please fix.

K

KimberlyS

Moderator

We greatly appreciate your dedication to resolving this issue by following the troubleshooting steps outlined above, Bruski1. It's our constant goal to ensure you have an exceptional experience when utilizing the QuickBooks Online (QBO) mobile app. Allow me to connect you with the appropriate expert to address your concern.

We'll need to pinpoint the underlying cause of why the application keeps crashing as you navigate through the different features available. Since you've already troubleshoot the software, I recommend contacting our customer support team. With their tools and expertise, they can work closely with you to determine the most effective solutions or workarounds to get you back to business.

Here's how to connect with them through your device browser.

Visit this site to launch your QBO company: QuickBooks Online Login: Sign in to Access Your QuickBooks Account.
Click (?) Help, then proceed to the Search tab and enter a question or topic from the designated field.
Select Contact Us at the bottom of the Help panel.
Choose Chat or Callback to talk with an expert.

Also, please note their support hours as you initiate the contact for convenience.

Additionally, explore this resource to familiarize yourself with the various app features available on your device: Compare mobile app features.

Consider reverting to this thread if you need further help navigating the QuickBooks Online mobile app. We're willing to offer relevant data and materials to guide you when carrying out different accounting tasks.

O

Organic Pools

My app keeps crashing. I followed all your instructions and nothing works. I even uninstalled and installed again. I click on the app it loads for a half a second and then cuts off and crashes. This has been happening since yesterday. Please fix ASAP. This isn’t the first time it has done it. It did it I believe last year and again earlier this year. Please fix

R

Riverdalepistol

I’m having the same issue. Tried everything. restarting, deleting and installing new. Tech support was no help. This is very frustrating

K

KiazzymaeC

QuickBooks Team

I completely understand how frustrating that must be for you, @Riverdalepistol. I appreciate the time you've spent doing the troubleshooting steps and for reaching out to tech support to resolve this issue.

Given that the issue continues to occur, I highly recommend you contact our support team for further investigation. They have the necessary tools and expertise to delve deeper into the problem and provide a best solution. Our support team is ready to assist you and ensure your concerns are fully addressed. I'll help you how to connect with them through your device browser.

Here's how:

Open this site: qbo.intuit.com, then log in to your QuickBooks Online account.
Click (?) Help, then choose Search.
Enter your concerns in the search bar.
Hit Contact Us.

In addition, please be aware of their support hours to ensure a smooth experience when you initiate contact.

For the meantime, I suggest a temporary workaround that might help. We can try using the browser on your mobile phone to log in. This method may bypass the problem you're experiencing on your usual device. Ensure your phone's browser is up to date for a better experience.

Additionally, I've included an article that provides insights into the features available on the QBO app. You can access it here: What Features of the QuickBooks Online App Are Available on Mobile Devices?

Should you face any challenges or require more help while logging into your account via your mobile phone, please don't hesitate to leave a comment below. I'll respond as quickly as possible.

cody_a

Answer

Community Manager

A few quick troubleshooting steps usually fix most app crashes on your iPhone, even when opening an attachment is what triggers the crash. Here’s the best order to try them:

Switch between Wi-Fi and mobile data, then try opening the attachment again.
Close the QuickBooks app completely and reopen it.
Power off your iPhone and restart it.
Delete the QuickBooks app and reinstall it from the App Store.
Check the App Store for an update and install the latest version of the app.
Update iOS to the newest version your iPhone supports.

Every step rules out something different, like a weak connection or an outdated app version. Trying them in order helps you find what works fast without spinning your wheels.

If the app still crashes after all of that, you're not stuck. Sign in to QuickBooks Online through a mobile browser instead, using Safari or Chrome. That gets you back into your attachments and the rest of your account right away, while you sort out the app itself.

Check out this article for more: Fix common issues in the QuickBooks mobile app

Still running into the crash? Drop a comment below with your iPhone model and iOS version, and we'll dig in further.

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