The app seems to have stopped working properly. I cannot choose from the list of categories ( ex. commission is missing). Was this just caused by the recent updates?

Hello Susan,

Thank you for bringing to our attention the issue you're encountering with the missing list of categories in QuickBooks Online (QBO) using the mobile app.

While there are no ongoing investigations into the specific issue you're facing, the error may be related to accumulated cache in your application. Clearing the app's cache, which is a temporary storage area that holds frequently used data to speed up the app's loading process, may help resolve this issue. Clearing the cache can also free up space, enhance the app's performance, and address app-related issues.

Below are the workarounds to clear the app cache on your phone:

For iPhone:

1. Tap on the Settings icon and then choose General.
2. Click on iPhone Storage and choose the QuickBooks Online (QBO) app.
3. Tap on Offload App to remove the app and its data temporarily, or tap on Delete App to remove the app and all its data permanently. 

For Android: 

1. Open your phone's Settings.
2. Look for the QBO app.
3. Tap the clear data or the clear cache option.

Alternatively, here are some troubleshooting steps you can take for additional help with most app-related issues in QBO:

1. Change the Wifi data connection on your device to 4G (varies by device).
2. Close and restart the app.
3. Clear app data. To do this:
   1. Open your device Settings.
   2. Select Apps (varies by device).
   3. Choose the QuickBooks app from the list, then select Storage.
   4. Select clear data.
4. Power down and restart your device.
5. Uninstall and reinstall the app.

For a comprehensive troubleshooting guide, I recommend referring to this article: Fix common errors in the QBO mobile app for Android.

In addition, you may also find it helpful to check out the following articles for additional insights and information on other app-related processes in QBO:

• Match your bank transactions in the QuickBooks Online app
• Track the status of invoices in the QuickBooks Online mobile app
• Receive an invoice payment using the QuickBooks Online mobile app

We appreciate your understanding and patience. If you have any further concerns or questions, please don't hesitate to leave a comment. The Community Team is here to support you. Cheers!

If you are on iPhone, I can confirm the IOS mobile app is 100% broken.

When you uninstall and re-install, it says it’s “downloading company data”. For us, with 5 years of data, this normally takes between 2 and 5 minutes. It now takes 2 to 5 seconds and says it’s finished.

It will have downloaded some data, but not much, hence most of your data is missing (be that commissions, invoices, customers, payments, locations etc).

Our case ([Removed]) has been added to a different case (haven’t got that case ID yet).

We have multiple companies with QB, and this is happening across all accounts / users.

I have had to instruct all users not to delete & reinstall the app (the normal solution if something is not working) as it makes the app 100% unusable.

I suspect the issue just hasn’t been reported with the words “commission” but I was advised there are worldwide issues with the IOS app, with missing data. The data is all in the cloud, it just doesn’t sync when you re-install.

We first noticed it with one user about 3 or 4 weeks ago. It started working again after about a week, then it went wrong again last week.

I recognize that experiencing issues when using QuickBooks mobile apps may affect your activities with QuickBooks, James.

Please know that we are committed to resolving this issue. We've received reports about the issues encountered when using Quickbooks apps. We recommend reaching out to our support team so that they can provide new updates on this investigation. Please be assured that our software engineers are working diligently to provide a resolution, and we'll keep you updated via email.

To contact support:

1. Sign in to your QuickBooks Online company.
2. Select Help (?).
3. Click either tab to get started: Assistant or Talk to Human.
4. Search Contact Us,  then Start a chat with a support expert.
    

In the meantime, you can use your QBO mobile web browser. Log in to your QBO account using a browser such as Google Chrome, Safari, Internet Explorer, or Mozilla Firefox. Also, when utilizing the mobile web browser, ensure it is on desktop view.

For future reference, refer to this article to review your accounts in QuickBooks to make sure they match your bank and credit card statements: Reconcile an account in QuickBooks Online.
 

If you have any further questions when using QuickBooks apps, please don't hesitate to post them on this thread. We're always willing to help.