I keep getting various errors when trying to use both the app & website. They are in both the bank transactions (app) and expense / receipt processing. Who to speak to?

I’ve only been a user for 2 days and haven’t tried to do anything I believe is complicated. 

When I open the app I get a message about Query processing error. 

There is also an error in the app about syncing bank transactions. 

Hello Userjames2, 

Welcome to the Community page, 

Could you please send us a screenshot of these errors you keep on getting so we can help resolve it for you. 

This is the first one

2nd one. (Transactions) 

& this is from within the web app when I try to match an expense. 

Hello there, @userjames2.

I appreciate the screenshots you've shared with us. Allow me to show you the troubleshooting steps you may perform before I'll route you to the best support team to check further about this issue.

You may want to consider checking the Transactions or Banking page using an incognito browser. This will disable saving the data when surfing, which means, it will not react to any data issues. If you can see that there's no error found, you can proceed to clear the browser's cache. If not, use another browser as an alternative.

However, if none of this works, I'd recommend contacting our Customer Care Team. They have special tools to verify your account and check further what has caused this issue. 

Here's how to contact them:

1. Go to ? Help and enter "I need to speak to a human."
2. Input your concern and choose I still need to speak to a human.
3. Choose how you want to be assisted.
4. Enter your details to be included in the queue.

Once you're connected with one of the representatives, you may share the error message or this post so that they will know what troubleshooting you've done. Also, mention to them that you've experienced this with the QuickBooks Mobile App and the website.

I've added this article for your future task when you're ready to match your transactions: Categorise and match online bank transactions in QuickBooks Online.

You're always welcome to tag my name in the comment section if you have other questions. It would be my pleasure to help. Take care.

Thanks for the response. Will give those a try. 

I’m using chrome on MacOS - when I open a link to the live chat I get a blank page. Both in normal and incognito mode....

@MarsStephanieL 

If the chat is not working you can always ring our helpline on 0808 234 5337 and one of our agents will help you with your query and they will be able to set up a screen share have have a look at what you are exactly seeing as well. 

@Ashleigh1 @MarsStephanieL 

Hi, 

I followed your advice & contacted support. They raised a case (ref:_00Di0Xs0j._5003j1niJLm) & said it's a bug that's being investigated. - however that was on the 1st Feb. I originally signed up for QBO on 24th January and I have yet to be able to match a receipt against a bank transaction. How can I make a complaint / get a refund? 

Thanks, 

James

Thanks for updating us here today, @userjames2. I understand that we need to fix this issue right away. 

This problem occurs intermittently which is why it worked, and sometimes not. It's good to know that you have contacted our Customer Care team. You will then receive a notification via email about its progress. So keep posted. 

For future reference, check out this article to see details on how you can classify expenses and bills into the right account depends on the situation: Capture and categorise expense receipts and bills in QuickBooks Online.

I'm always around here to help if you need more assistance. Have a great day ahead.