Showing results for 
Search instead for 
Did you mean: 
Everything you need to know about banking in QuickBooks Online - Discover more
Level 1

Can’t add product on invoice

The ‘Add’ button is not green and not working on the app, when I try to add a product on an invoice. Works ok when I use the web version. See attached pic. 
Any help appreciated. 


Can’t add product on invoice

I have some troubleshooting instructions here so you can work continuously without interruptions, @SarahF75.

Sudden changes or unexpected behavior are sometimes caused by data-related issues and outdated applications.

To sort this out, make sure your QuickBooks Self-Employed (QBSE) app is updated. You can follow the steps below to manually update the app on your device.

For iOS:


  1. Open the App Store.
  2. Tap your Profile or Account icon at the top of the screen.
  3. Scroll to see the pending update.
  4. Tap Update next to the QBSE app.

For Android:


  1. Open the Play Store app.
  2. Search for QBSE.
  3. Select Update. You can tap More to Enable auto-update.

You can also reset or refresh your app data to see the latest available information and resolve issues within your company file. Here’s how to do it on different mobile operating systems.

For iOS:


  1. Go to Menu and tap Help & Feedback.
  2. Select Refresh Data.
  3. Click Refresh to confirm.

For Android:


  1. Click the Menu, then tap More Option.
  2. Tap Settings, then Refresh Data.
  3. Hit YES to confirm.


If the same things happen, I recommend uninstalling and then reinstalling your application to completely remove the issues that cause QuickBooks features to stop working.

Once you’re able to add products to your invoices and send them to your customers, you can use this guide to clear or mark them as paid: Manage invoices in QBSE.

I’m adding this article to help handle your downloaded entries and ensure they’re in the correct line of your Schedule C: Categorise transactions. It organizes your income and expenses so you’ll know what areas of your business have a large impact.

Feel free to tag me in your comment if you need further assistance managing your items and sales transactions. I’ll be more than happy to help. Take care always!

Level 1

Can’t add product on invoice

Thank you for replying. I did all of this, the app was already up to date.  I updated my iOS. I reinstalled the app a couple of times. It has made no difference.

I endured 2 hours of chat on the app and resorted in contacting them on Twitter. I was fobbed off. Told that I can no longer add new services on the app and will have to just use the browser version on my phone. It is not mobile friendly at all. 
I don’t believe they have removed this facility as it clearly gives instructions on how to add a new product/service on the website. 

I have now resorted to emailing a complaint. Goodness knows if it will get sorted. I will have to leave if it doesn’t. 


Can’t add product on invoice

I can share some information about invoices in QuickBooks Self-Employed (QBSE), @SarahF75.


Thank you for performing the steps provided by my colleague. Since you're still having a problem adding a product to the invoice from the mobile app, I suggest reaching out to the Customer Support team. They can check your account in a secure environment and help you resolve it. 


Here's how to reach them:


  1. Log in to your QBSE account.
  2. Click the Assistant button at the top.
  3. Type Talk to a human in the chat box.
  4. You'll now be provided with support options that are available at that time.


For additional details on the different types of support we provide and their availability, see this article: Contact QuickBooks Self-Employed Support.


In the meantime, you can create an invoice from the web. Refer to this article for detailed guidance: Create invoices in QuickBooks Self-Employed


Once you've received the customer payment, you can add the transactions manually to track your sales income. Check out this article for more information: Manually add transactions in QuickBooks Self-Employed.


Let me know if you have further questions about invoices in QBSE. I'm always here to help. Have a great rest of the day!

Level 1

Can’t add product on invoice

I spent 2 hours on chat this morning. It cut off twice, then it went silent. I got some useless scripted answers. Then went onto Twitter for the same useless scripted answers. Absolute waste of time. 
I’ve sent an email complaint but will probably end up leaving. Such a shame. I’ve been a happy customer for 4 years. 

Level 1

Can’t add product on invoice

And getting congratulations on my ranking on this community is adding fuel to the fire. I don’t want congratulating, I just want the app to work. Read the room. 

Need to get in touch?

Contact us