QBO Android App Log in issue.

Hello Keando, thanks for posting on the Community page, have you definitely downloaded the correct app on your phone?  Can you try refreshing the app data and then try log into the app again and see if that resolves it for you. 

Hi Ashleigh,

The App is definitely the QB Online app and NOT the QB Self Employed app.

How do I refresh the App data please? I can't get past the sign in page to do anything in the app. When I go to sign into the app it asks for my email/user ID/phonenumber which I enter and then I get the error message. I don't get the opportunity to enter the password.

As mentioned I have installed the app on my wifes phone and can sign in but not on my phone.

Hi Keando, thanks for coming back to us, can you send us a screenshot of what you get when you try to log into the app on your device please? 

Hi Ashleigh,

Attached are the 2 error messages. Error Message 1 is the one I get as soon as I enter my ID and try and sign in. Error 2 is when I 'back out' of the app.

Hi,

Any feedback what might be causing the issue or is it a known issue?

Hello Keando, this is not a known issue no. It is possible the settings are still recognising app that was there possibly it has not completely uninstalled as the screen is not letting you get to enter your password. Can you check in your phone's apps in the phone settings if you can see QuickBooks or any permission for QuickBooks app showing within the apps on your phone? If not have you recently updated your phone itself to a updated version or added any Secuity apps-Emma

Hi Emma,

I have cleared the storage and cache in the app then deleted the app. Restarted the phone and reinstalled the app and the issue still remains.

I have checked saved passwords etc but there are none foor the QB app.

The phone has just been updated to Android 14, there have also been a couple of updates to the app but the issue still remains.

Thanks for keeping us updated about your concern about logging in to your QuickBooks account in the mobile app, @Keando. Let me share some insights on how to get this handled properly.

We can understand the importance of using our program without issues. If you've tried all the troubleshooting steps shared in this thread, you get the same concern with opening your QuickBooks account in a mobile app.

We recommend contacting our support team so they can check if there's a reported issue about this matter and can create a ticket for investigation if needed. They have the necessary tools to look into your account in a secure space via screen-sharing sessions with you. See this link for details: QuickBooks Online Support.

In the meantime, you can use your mobile browser as a workaround to open your account and continue working with the tasks at hand. Please check this article for your reference: QuickBooks Online access for mobile devices.

We'll be around if you need more help managing your QuickBooks account. Take care always, and have a good one, @Keando!

Hi Thank you for your comments.

I have spoke to Customer Support regarding the issue. The first told me that tis was a known issue and that they would contact me with an update when resolved. A month or 2 later I contact Customer support again as I had not heard anything and was advised that thye are not trained on the app so would not be able to help me. Went through the basic stuff - delete app - reinstall.etc. installed on my wifes phone and the app opened but wont open on mine. So i thiought I woukld try and get feedback from anyone else that had experienced the same problem.

I'll give customer support another try. 

Hi I'm experiencing similar issues,  the app has been working fine up to now and as of yesterday it won't let me log in, it says my account doesn't include access to Quickzbooks online?

Thanks for joining the thread, @AbbieE. Let me share information and route you to the appropriate support. 

If you want to log in to your QuickBooks Online (QBO) account, you'll want to open the QBO login page. However, once you've logged on with the correct login page and credentials but the issue continues, I'd recommend performing the troubleshooting steps.

Here’s how:

iOS

1. Go to Menu ☰ and tap Help & Feedback.
2. Tap Refresh Data. 
3. A message will appear that says, 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.

Android

1. Go to Menu ☰ then tap More Options ⋮.
2. Tap Settings, then Refresh Data.
3. Tap YES to confirm.

Once done, you can close and reopen the mobile app and check for the vendors. Also, I suggest restarting your phone. If you continue to get the same result, uninstall and reinstall the application to start fresh. 

On the other hand, if the issue persists after following the steps above, I recommend contacting our support team. This way, they'll be notified of the issue you've encountered and also have the appropriate tools that will best fit your needs. 

Here's how: 

1. Sign in to your QuickBooks Online company.
2. Select Help (?).
3. Select Contact Us and choose a way to connect with us:

•   Start a chat with a support expert.
•   Get a callback from the next available expert.

You can contact us from Mondays to Fridays, 8:00 AM to 10:00 PM, and Saturdays to Sundays, 8:00 AM to 6:00 PM. 

Furthermore, I've added this article for you to check and learn how to change your email address, user ID, or password for QuickBooks Online, QuickBooks Online Accountant, or QuickBooks Self-Employed: Update or change your Intuit Account sign-in information. 

Feel free to reply to this thread if you need additional assistance managing your QuickBooks Online account. I'll keep an eye out for it. Stay safe.