My log and footer message (payment details) won’t save when I customise them in the iOS app or in a browser on my tablet.

I can see how hard you tried here. No worries, I'll make it up to you to ensure you never have to deal with this again, davidcross4430-g.

The QuickBooks Online mobile app is always in sync with the web version. The tasks and changes for the log and footer message (payment details) you've made in the app should show up on the web, and vice versa. I'd provide you with a few troubleshooting steps to check if this is a mobile application or web issue. Let's start by resetting the data in your mobile app. As long as you’re connected to the internet, you should be able to update your data. Here’s how:

iOS

1. Go to Menu ☰ and tap Help & Feedback.
2. Tap Refresh Data.
3. Note: A message appears “Caution. If there was a problem getting your latest QuickBooks Online data, you can refresh it now. It may take a few minutes.”
4. Tap Refresh to confirm.

Once done, close and reopen the mobile app and save your log and footer message for payment details. Also, I'd suggest restarting your phone. If you continue to get the same result, uninstall and reinstall the application to start fresh. Follow the steps below to delete it.

1. Tap and hold QuickBooks Online on your phone.
2. Drag the app to the Uninstall section.
3. Select Yes to confirm.

You can also check this link to learn more about the features to use while using the QBO app: Compare mobile app features. We can also perform the troubleshooting steps on your web browser. We can access your QuickBooks Online (QBO) account using a private browser/ incognito mode. Private browsing prevents cookies from being stored on your computer, making it a great place to identify browser issues. Use these keyboard shortcuts:

• Google Chrome: press Ctrl + Shift + N  
• Mozilla Firefox: press Ctrl + Shift + P
• Safari: press Command + Shift + N

Once logged in, go back to your template and save the payment details there. If it rectifies the problem, clear the browser's cache. Clearing the history or log of sites resolves most issues with the web pages.  

Additionally, you can also check out these articles for more information on how to form template works in QBO:  

• Customise invoices, estimates, and sales receipts in QuickBooks Online.
• Add, customize, or remove logos on sales forms.

The Community will always have your back if you have additional concerns. Assistance is just one post away. Have a great day ahead.

This is becoming tiresome. 

During the live chat I had yesterday and in the reply here the troubleshooting doesn’t work. One of the key points is that things don’t exist. You say click on menu then help and feedback. Help and feedback isn’t there. Just help. So I click help and there is no refresh data option. I searched everywhere for the refresh data option but nothing. 

Such a simple thing but it’s taken hours of my time and still not able to customise my invoices. 

Hi davidcross4430-g, sorry for any annoyance caused by this. There are minor differences between different app versions and operating systems and so you may be unable to follow the full steps provided. 

Uninstalling and reinstalling the app will have the same effect as the refresh data option - please try this if you haven't already and get back to us below if the problem persists. 

I should have said I also did that as well. 

it won’t even let me create a new style. Same issue. Just sits spinning for ever. 

Hello David, thanks for your reply, are you the master admin user and is this a new subscription you have recently taken out?

Yes I am and I’ve had the subscription for quite a while now. 

Thanks davidcross4430-g, we've been unable to replicate the error on our side. Is the issue the same using both Wi-Fi and 4G connection, and do you have access to a laptop or desktop device to try updating there? 

On WiFi and mobile data. 

If I don’t have a PC or Laptop then I’m stuffed and can’t do it on the app? Great guess I’ll look elsewhere then?

You sir are a legend. Thank you!!

That has enabled me to do it. Still a few bits that are glitchy but that has worked. 

Thanks. 

You're always welcome, @davidcross4430-g.

It's great to know my colleague's suggestion helped you navigate QuickBooks conveniently. It's our goal to guide users in making the most out of QuickBooks.

If you need assistance in performing any other tasks, add them to this thread. We'll be here for you.