Mileage tracking. Some of my journeys appear in the app and some don’t. Any ideas?

Hi msfraser68-gmail, thanks for joining us here on the Community - do all of the journeys appear as expected when signed in via the web browser? 

Hi Georgia, Thanks for reply.

No, journeys seems to be missing there, too.

I've checked the settings on my phone - all seems right - and some journeys record prefectly, others not

Thanks for checking those msfraser68-gmail, were you previously able to see the missing trips in the app (or browser)? Were these trips entered manually or using the auto-tracker on the app? 🧐

Thanks Georgia,

All the trips were recorded using auto-tracker on the app. I was in the habit of allocating them to personal or business every couple of days, using the app. All the trips were there at first but, a couple of weeks ago, I noticed some trips I knew I had made hadn't been recorded - but other trips were recorded accurately - I didn't check on the web browser - but they are not there now.

Thanks for your help

Thank you for the response, msfraser68-gmail.

The following scenarios I've outlined below are the possible reasons why some trips went missing in the app.

• Third-party antivirus apps or apps that boost memory or battery saving can interfere with mileage tracking.
• The app isn't updated.
• Settings on your device aren't configured correctly.

To fix and ensure trips are tracked accurately, please browse this article: Fix mileage tracking issues in the QuickBooks Online mobile app. Then, make sure to follow each step and check the settings on your phone.

If you're getting the same results, you can contact our QuickBooks Live Team. They can pull up your account and check the settings on your phone in a secure environment.

Don't hesitate to leave a comment below if you have additional concerns about those unrecorded trips. I'll be around to help you.

Hi

Non of my journeys have been recorded since Nov last year. I've checked all the settings and they are as they should be HELP

I completely understand the inconvenience you have faced, and your concern is valid, @karlllorca. We will bring this issue to the attention of our management team to improve our customer service.

Upon investigation, we have identified that the issue is related to investigation number INV-97464 . Although our engineering team is actively working to resolve it, we suggest using a web browser to access the features affected by the issue in the meantime as a workaround. 

If the issue persists, I suggest reaching out to our QuickBooks Self-Employed Support team to be added to the list of affected users. They will ensure that you receive timely updates on the issue via email. To contact our support team, please follow these steps:

1. Go to Help (?) and select Contact us. Or, from the Assistant menu, select Assistant.
2. Please note that if you're using the QuickBooks Self-Employed app, tap the + button and select Ask QB Assistant.
   1. Enter talk to a human, then select the enter icon.
   2. Select the options till you are prompted to choose a way to connect.
3. Choose a way you want to connect with us: You can Ask the community or Message an agent to have a conversation with a support expert.

Moreover, you refer to this guide to enter your sales income and expenses: Manually add transactions in QuickBooks Self-Employed.

I want to make sure everything is taken care of for you, so please let me know if you have any other Self-Employed concerns or anything with managing your transactions. I'll be here to help.