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dieselandmachine
Level 1

How do I troubleshoot adding an additional email for receipt forwarding?

We have set up a second user, full access. The email address is added in for receipt forwarding, toggle turned on but Intuit still replies when I forward emails that I am not set up. 
I have tried toggling off & on which hasn't changed anything...
What am I missing???
Thanks in advance
3 Comments 3
ChristieAnn
QuickBooks Team

How do I troubleshoot adding an additional email for receipt forwarding?

Hi there, dieselandmachine.

 

I appreciate you performing steps to resolve your issue regarding managing receipt forwarding in QuickBooks. I'll be providing troubleshooting steps to ensure you can organize this with the added user in QuickBooks Online smoothly.

 

Before that, you'll need to make sure that you turn on the toggle for the correct user you want to give permission to forward receipts. 

 

If the issue persists, a cache full of history and temp files can cause an unexpected prompt message stating that you're still not set up for receipt forwarding though the email address has been added. I recommend logging into your QBO account on a private browser and performing the process transactions from there. This is to rule out the possibility of a webpage issue, and incognito doesn't store local files or cache.

 

Use these keyboard shortcuts based on the browser you're using:

 

  • For Firefox or Microsoft Edge, press Ctrl + Shift + P.
  • For Chrome, press Ctrl + Shift + N.
  • For Safari, hold down Command + Shift + N.

 

If it works in incognito, you have to clear the cache of your regular browser. This deletes the history or log of sites so you can start with a clean slate. If the steps above don't work, use another supported browser as an alternative.

 

In case you need steps on how you can categorise bills and receipts into the correct accounts, you can read this article: Email receipts and bills to QuickBooks Online.

 

Please know that you can add comments down below if you have any other concerns about receipts forwarding in QBO. I'm always glad to help in any way I can, dieselandmachine. Stay safe.

dieselandmachine
Level 1

How do I troubleshoot adding an additional email for receipt forwarding?

Hi ChristieAnn, 

 

Thank you for the steps to try. Unfortunately this didn't seem to change anything. 

I have also tried making changes to the user details from Company admin to standard access. I deleted & retyped the email address in the user. I toggled off the main company user so that only the new user was toggled on... nothing seemed to make any changes. After each step I tested again. 

should I try deleting the user & trying again? 

Thanks 

Lisa

IntuitAika
Intuit

How do I troubleshoot adding an additional email for receipt forwarding?

Hi dieselandmachine, 
 

Thank you for your response. Yes, we can try to delete and re-add the user on file. In any case you're having the same issue with the receipt forwarding, I recommend contacting our Customer Care Support Team to further investigate on this. Here's how you can reach out to them:

 

  1. Go to Help (?), then click Search.
  2. Select Contact Us.
  3. Please enter your question and tap Continue.
  4. Choose a way to connect with a live support agent either via chat or call.

 

For more detailed information, you may also check this article: Email receipts and bills to QuickBooks Online.

 

Message us back if you need further assistance and we're here to help you. Have a nice day!