My mileage trips are saying $0.00 deducted every time I drive for business. Why is it not calculating my drive time?

Hello userbdoak98,

I know the mileage tracking feature in QuickBooks Self-Employed is a useful option that many entrepreneurs want to take advantage of. I can see why since automatically tracking the trips for your business would be a time saver. I want to make sure you're able to benefit from this feature as well and can get you started with some troubleshooting.

Since the mileage feature doesn't seem to be working quite right for you, the first thing I recommend is uninstalling and reinstalling the app to ensure that it's up-to-date and able to run smoothly. Once it's reinstalled, you can use the steps outlined in the following article to double check that it's configured properly for your device: Set up mileage tracking and vehicles in QuickBooks Online and QuickBooks Self-Employed

After you've done that, give another trip or two a go to see if things are now working as they should. If not, I recommend connecting with the QuickBooks Self-Employed team using the below method to have a one-on-one conversation with one of our team members.

1. Select the Assistant feature.
2. Type and enter "talk to human" in the chat box.
3. Follow the prompts.

A one-on-one gives us the opportunity to go over the details of your situation and double check how things are looking from our side to see if there are any errors to bring up to our engineers. Don't hesitate to reach out when you have a moment.

Take care!

I’ve gone to the chat room two or three times to speak with a human, the furthest I get each time is the human asking me what’s wrong, and I never get a response after that. I’ve left my email and phone number even on one of these chats because I waited forever 

Hi Lincoln Dasher. I appreciate you chiming in on this post. It's vital you're able to get through to our support team without any hassles. Don't worry, I'd be glad to steer you towards the right path so you can get the support you deserve as a valued customer. I encourage you to reach out to our support team using this link here. Our specialists will make sure to get back to you ASAP. In case you have other questions, feel free to message me back. 

I also have this issue.  I contacted the support team and the issue was never resolved.  Very frustrating!

Thanks for reaching out to the community and sharing some updates about this mileage issue, @ncorrin.

It is important for us to ensure you're able to track mileage without issues especially during tax time. LauraAB shared some helpful insights to help remove the issue. Since you're getting the same issue until now, we highly recommend that you continue working with our support to escalate the problem.

I know you already called them, but as much as I would love to check this issue here, escalations are mainly handled by our Live Support Team. Our agents will need your account information to create  ticket and some more details about the issue including videos and screenshots of the problem. Make sure you ask the investigation number if it was escalated.

Here's how to contact our customer service:

1. Go to the Assistant menu from the top bar.
2. Enter the keyword Account and Billing Management. You can also use a different description of your concern.
3. Get your contact options.

I'll be adding a few links for your reference: 

• System requirements for QuickBooks Online, Accountant, Payroll, and QuickBooks Self-Employed
• Contact QuickBooks Self-Employed Support

Post here anytime for additional question or concerns with the mileage feature and preferences in QuickBooks Self-Employed. Have a good one!