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AW1000
Level 1

Gets stuck on "fetching data" screen

I've recently completed the 30 day trial with self employed. A few days before the trial ran out I paid for a subscription. Today when i logged in it directed me to update my subscription using my mobile device. When I press subscribe it says "already subscribed". i've paid and the money has left my account. if I press done it takes me to "Fetching your data" and the wheel just scrolls forever here. I get stuck in this loop and am unable to proceed. 

 

Has anyone advanced beyond this problem?

 

Thanks

7 Comments
FritzF
Moderator

Gets stuck on "fetching data" screen

Welcome to the Community, @AW1000.

 

Are you using the QuickBooks Self-Employed (QBSE) mobile app? If so, try to login to your account using a browser like Google Chrome to check if you'll get the same message. Please use this link: https://selfemployed.intuit.com/login.

 

If it's successful, let's reset the app's data to refresh the system. Here's how:

 

  1. Click the Help menu at the top of the screen.
  2. Select the Reset App Data option on the drop-down selection.

 

If the same thing happens, consider uninstalling and reinstalling the app. Refer to this article for further guidance: QuickBooks App for Windows and Mac: General support.

 

Please know that I'm only a post away if you have any other issues or concerns. I'll be here to assist. Have a wonderful day!

AW1000
Level 1

Gets stuck on "fetching data" screen

None of these solutions have resolved the problem unfortunately. 

 

In the process of doing a trial with Quickbooks and a trial with Self Employed I have created 2 accounts with the same user name. Could this be the issue? This is probably not something I can resolve as a front end user.

 

To be honest I'm getting really frustrated with this situation because I've spent many many hours trying to get help, meanwhile I cannot send out invoices for July so have no income coming in. I'm not convinced this is the best way for a company to resolve tech issues - through a user group email system.  Would it not be more effective to simply have a phone conversation? 

Ken - Product Champion
Content Creator

Gets stuck on "fetching data" screen

Hi AW1000,

 

I am sorry to hear you're still having trouble logging in. As none of these options work, I will open a case for you with our QuickBooks Self-Employed support team.

 

Can you please confirm that the email address you use to login to Community is the same email address you use to login to your QuickBooks Self-Employed mobile app?

 

-Ken

AW1000
Level 1

Gets stuck on "fetching data" screen

Thanks Ken, yes my username is the same as my email address. 

 

Cheers, 

Adrian

Ken - Product Champion
Content Creator

Gets stuck on "fetching data" screen

Hello Adrian,

 

Thank you for confirming that. I have created a support ticket with our QuickBooks Self-Employed team, and asked them to look into the issue.

 

I have explained the situation so far, and asked them to investigate and reach out to you when possible.

 

Thank you again for your patience in this matter.

 

-Ken

matthewsforbes
Level 1

Gets stuck on "fetching data" screen

I have the same problem. I keep trying Quickbooks and then cancelling it. This will be the last time I do that.

I have found it very hard to get help with the same issue. 

AlexV
QuickBooks Team

Gets stuck on "fetching data" screen

Hi there, matthewsforbes.

 

If you're using the QuickBooks Self-Employed Mobile App, you'll want to clear its cache. This can help in fixing this kind of error. Go to the Help menu and select the Reset App Data option on the drop-down selection.

 

Also, you'll want to uninstall and reinstall it to make sure that that app is up-to-date. Additionally, you can always access your account using a web browser. I suggest Google Chrome, Mozilla Firefox, or Microsoft Edge. If you're experiencing the same result, please perform these steps:

  1. Use an incognito window when accessing your QuickBooks Self-Employed account.
  2. Clear cache and cookies to fix issues when using QuickBooks
  3. Make sure the browser is updated.

This link will show you how to contact QuickBooks Self-Employed Support.

 

I'll be here if you need anything else. Have a great day!