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Bidman
Level 2

Mobile app error after attempting to load Company Data

Hi, When I attempt to use the mobile app I get the following from  the Android  (jpg's), I can't find any info to tell me if this is a fault with the app or a fault with my account.

 

FYI I have tested this on 1x iPhone and 2x Android phones, the iphone sort of gets me past the error screen but keeps crashing.

 

If this is a problem with the app could you let me know how long this will be unavailable.

 

01.jpg 02.jpg 03.jpg

Thanks

18 REPLIES 18
Ashleigh1
QuickBooks Team

Mobile app error after attempting to load Company Data

Hello Bidman, 

 

Welcome to the Community page, 

 

Have you tried refreshing the app? 

 

Have you tried uninstalling and reinstalling the app and make sure it is on the latest version. 

 

Can you try that please and let us know if you still have any issues. 

Bidman
Level 2

Mobile app error after attempting to load Company Data

Hi Ashleigh,

 

Thanks for the reply, like I said I have tested this on 2x Android phones, I have uninstalled restarted and reinstalled with the same result.

Ashleigh1
QuickBooks Team

Mobile app error after attempting to load Company Data

Right ok, thanks for trying that Bidman, could you try clearing the app data, also try wifi as well as your 3g/4g network provider to see if that resolves it. 

Bidman
Level 2

Mobile app error after attempting to load Company Data

I have already done everything you have said, including trying on Wifi and mobile data

 

All this on both phones also

Bidman
Level 2

Mobile app error after attempting to load Company Data

Any other thoughts on the matter, is it not working for anyone else?

EmmaM
QuickBooks Team

Mobile app error after attempting to load Company Data

Hello Birdman, what version of the app do you have downloaded for both the android and iPhone you tested this on? We have not been able t replicate the same issue but we can escalate this, also when you load the company via a browser to confirm it loads up no problem?

Bidman
Level 2

Mobile app error after attempting to load Company Data

Birdman lol, close enough.

 

The Version on both androids is 25.11.4+2  released 15/01/2021

 

I no longer have access to the IPhone.

 

I can access the account no problem via chrome browser on the phone

EmmaM
QuickBooks Team

Mobile app error after attempting to load Company Data

Thanks, Bidman, my apologies, I do not know where that came from😊 Thank you for that detail, we have picked this up and we are speaking to the senior engineers. Can we just confirm that you are the master admin or company admin user on the account?

Bidman
Level 2

Mobile app error after attempting to load Company Data

Yes, I am the only one on the account.

Rubielyn_J
QuickBooks Team

Mobile app error after attempting to load Company Data

I appreciate you providing the necessary information, @Bidman.

 

I can share more details about your concern with the mobile app. I just want to make sure we're giving you the right steps to resolve the issue. 

 

In the meantime, let's reset the data that can resolve common issues when using the mobile app. 

 

If you're using an Android device, go to the More Options ⋮ menu, then select Settings. Tap Refresh Data, and then choose Yes.

 

Once done, re-open the app and log back into your account. Then, check if you can already use the app again without any issues.

 

I've also added this article to learn more about the basics in the QuickBooks Online app: QuickBooks Online app overview.

 

Let me know if you have other concerns. I'll make sure to get back to your right away. Keep safe always.

Bidman
Level 2

Mobile app error after attempting to load Company Data

Hi,

Thanks for your reply.

 

Where would I find "More Options ⋮ menu, then select Settings. Tap Refresh Data"

 

If it is in the quickbooks app then please look at my first post with pictures, I cant get into the app, if it is not then please advise where I would find this option?

 

I will say however the link you provided (QuickBooks Online app overview.) did give me a little chuckle as the first line says "Learn how the QuickBooks Online app works for you", lol, it doesn't.

 

Thanks

MaryLandT
QuickBooks Team

Mobile app error after attempting to load Company Data

Allow me to take over this post and provide some steps on how to get the correct QuickBooks Online app on your phone, Bidman.

 

First, you need to ensure you the operating system on your device is iOS 11.1 or newer. Then, follow these steps on how to download the app on your phone:

 

  1. Go to this link: QuickBooks Mobile App.
  2. Open the App Store on your device and search for QuickBooks Online. (It may not be available for some countries).
  3. Select Free, then Install.
  4. If you are already signed up for QuickBooks Online, use the same user ID and password to sign in to the app.
  5. You may be asked to confirm a one-time confirmation code to confirm your identity.
  6. Once confirmed, you can continue into your account.

This ensures you have the latest app on your device.

 

You may also want to consider checking out this link so you know what features are available or not on the app: Compare mobile app features.

 

If you're still getting an error, I suggest contacting our QuickBooks Online Live Team. They can create a case to investigate this issue. Here's how:

  1. Sign in to your QuickBooks Online company.
  2. Select Help (?) at the top right.
  3. Enter your concern, then select Let's talk.
  4. Select Contact Us to connect with a live support agent.
  5. Choose a way to connect with us:
    • Start a chat with a support expert.
    • Get a callback from the next available expert.

Let me know if you need anything else by commenting below. I'll be right here to help you.

Bidman
Level 2

Mobile app error after attempting to load Company Data

OK, Before anyone else responds to this PLEASE read my posts and stop wasting my/your time.

 

I now have access to android phones only

I have tested this on a second android phone and an Iphone (no longer available to me)

I have un-instaled/restarted/reinstalled about 5 times on both devices

I am unable to load the said app to click any links to clear any data as shown with pictures in my first post

 

As no one else is having this issue I am guessing there is a problem with my account or me

 

WHO DO I TALK TO?

 

 

Bidman
Level 2

Mobile app error after attempting to load Company Data

OK, I have just set up a trial account and I can login to the trial  via my mobile with no problem.

 

This would indicate that there is something on my account blocking the mobile access.

 

And this is on Android not iphone

 

I will contact support directly

patrick5632
Level 1

Mobile app error after attempting to load Company Data

Hi. Im having the same issue, but mine doesn't even give the error.. just keeps loading and nothing happens.. I left up to 6 hours and nothing happened.

This is on top of the glitch that you can't print from the browser using iPad. Its frustrating. The costumer service over the phone was useless and told me that I should buy a desktop. Are you kidding me?

JenoP
QuickBooks Team

Mobile app error after attempting to load Company Data

Let's make sure that you're able to open the app and load your data, patrick5632.

 

Have you tried the steps given in the earlier responses about refreshing your data in the app? I also have other steps to recommend that can resolve the most common data and performance issues when working in the QBO mobile app. 

 

First, make sure to update apps manually on your Apple device.

 

Second, you also need to make sure that you have the latest version of iOS

 

You might also need to uninstall, then reinstall the app just in case the issue persists. Here's an article as a guide: How to Download the QuickBooks Online Mobile App.

 

Once done, log back in to check if you're able to open your account and load the data. 

 

Let me also share this article with you for details about the app: Compare Mobile App Features.

 

Don't hesitate to get back here and reply to me if you have follow-up questions. You can also post new questions if you need anything else in the future. 

 

patrick5632
Level 1

Mobile app error after attempting to load Company Data

I done all the steps above several times today. At one point, Ileft the iPad loading the data for 6 hours and nothing.

 

This used to work! All update (OS and app) nothing works. I can't even log in. Just keeps loading the data.

 

Please advise

Angelyn_T
QuickBooks Team

Mobile app error after attempting to load Company Data

Hi Patrick.

 

I appreciate you for performing the resolution provided to isolate the issue you had with your company data. I'm here to here to share with you some additional troubleshooting steps to isolate the issue.

 

To get started, I recommend accessing your QuickBooks data using a supported browser to isolate the issue. In most cases, the QuickBooks app or the device you're using may affect the QuickBooks' performance.

 

  1. Open this link: https://c18.qbo.intuit.com/qbo18/login?pagereq=proadvisor.
  2. Enter your username and password.
  3. Tap Sign In.
  4. Review your data from there.

 

If your data loads fine from there, I recommend reaching out to our Support Team for further assistance. A live agent can access your account securely and check the performance of your application.

 

For additional tips, while working with QuickBooks in the future, you can open the topics from our help articles. Here's the link: Help articles, video tutorials, and more.

 

If you have any other follow-up questions, let me know by adding a comment below. I'm always here to help. Have a good one!