Milage

[kdf]

I have been using QuickBooks from 2017, I have been using the mileage since then, and from August 2018 I have had nothing but problems recording my mileage, I've sent messages emails and been given the same instructions to deal with the issue and I'm still not happy with the service I'm getting about recording the mileage on the app on my tablet, I have it open all the time, as I have done, and today I've been to 4 of my clients and the milage hasn't recorded one place again. Something has to be don't about this as I'm really annoyed I'm having to spend further time to manually record every stop, when I'm paying for a service that should be doing this for me.

Please can some thing be done as I've been waiting since August 2018 for this to be righted. 

Many thanks and I hope to have this resolved soon. 

Kevin 

[EmmaM]

Hello Kevin

Could you provide some examples of the journeys it is not recording?Do you have any other apps on your tablet that track GPS and do they record correctly9I apologise if you have been asked this before) I appreciate you have gone through the troubleshooting for the tablet could you provide a screenshot showing slow journeys is turned on in the settings as well so we can escalate this to our senior support who can look into the logs for this.

We can then work to get this resolved for you as soon as possible as we want you to have a good experience using our product

Kind regards

Emma

[levitoth]

I have the same issue.

I have done 148miles today and only recorded 63.76 miles for me.

I'm an Uber driver so the Uber app is on and also tracking my phone but that i guess shouldn't be a problem when all my settings are good and the 2 app shouldn't give hard time to each other. See picture.

[kdf]

I have no other app running only the mileage on QB - i have part if not at all journey's recorded and i've missed loads of miles out, this has been happening since Aug last year and all i get asked is the same old questions all the time, if i have this on or if this is running or have it on all the time.

I have nothing else on and i have the mileage on all the time, and it still doesn't work properly - since August last year i have not been happy with the service at all i'm afraid.

[Joyce_P]

Hello there, kdf.

QuickBooks relies on some of your phone or tab's settings to track trips. Thus, new or updated system settings such as battery optimization or location access affect whether the app can track your trips.

If there are missing trips or it stops tracking them altogether, you can perform a few troubleshooting steps to resolve this.

Here are the following: 

• Ensure Automatic Mileage tracking.
• Enable Track Slow Speed trips.
• Complete a Settings Inspection.
• Permission to run in the background.
• Update QuickBooks Self-Employed.
• Disable battery/memory optimization settings.

For the details steps of the mentioned above, kindly refer to this article: Android Mileage Tracking Troubleshooting Guide.

Let me know if you need further help. I'd be right here anytime.

[kdf]

Hi,

Thanks for your reply - i've tried all those and all the emails sent to me to try and solve my situation, i have tried again placing the app open to track my mileage and  still doesn't work, i only got par of a journey and didn't record any of the others i have done today.

[Rasa-LilaM]

Welcome back to the Online Community, kdf.

I appreciate you following the steps provided by my colleague. Allow me to join the conversation and provide some additional information about the issue.

Our engineers are aware that some customers’ mileage trips are not recorded. They’re all hands on deck working to get this feature working back as soon as possible.

While waiting for the permanent solution, you can manually add the trips in your account. To make sure you'll get looped into any updates about the progress, please contact our Customer Care Team.

One of our specialists will gather your information in a secure environment and add you to the notification list. Upon contacting them, provide this ticket number to easily add your account: INV-25857. 

You can reach them by following the steps in this article: Contact QuickBooks Self-Employed Support.

This should help you move forward. Please let me know if you have any follow-up questions. I'll be here if you need further assistance.