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samahmed
Level 1

My mileage trips on QBO Desktop have disappeared, and now showing no trips at all.

 
11 REPLIES 11
GeorgiaC
QuickBooks Team

My mileage trips on QBO Desktop have disappeared, and now showing no trips at all.

Thanks for joining us here on the Community, samahmed

 

To troubleshoot, please clear the cache within the desktop app by selecting Help > Reset app data and then fully close and re-open the app.

 

If you're still unable to view the trips following this, please get back to us below so we can investigate further. 🧐

 

 

samahmed
Level 1

My mileage trips on QBO Desktop have disappeared, and now showing no trips at all.

I am sorry but I can't find out where/how to do this on my QBO Desktop. The help section does not give me the ability to 'reset app data'. It only has a search function for help topics.

I looked on my mobile app and could not find how to do it there also.

GeorgiaC
QuickBooks Team

My mileage trips on QBO Desktop have disappeared, and now showing no trips at all.

Thanks for getting back to me samahmed, if you're using the Windows app please try instead to select File > Clear cache and then close/re-open this fully. 

 

Do the trips show when signed in on the browser version? 

samahmed
Level 1

My mileage trips on QBO Desktop have disappeared, and now showing no trips at all.

Thanks, but I am using a PC and I tried both the Chrome browser and the Microsoft browser.

 

I am not using an app.

Ashleigh1
QuickBooks Team

My mileage trips on QBO Desktop have disappeared, and now showing no trips at all.

So to clarify you log into your Quickbooks account on a web browser and your mileage trips are not showing in there as well as when you log into your Quickbooks account via the desktop windows app? Is that correct? 

samahmed
Level 1

My mileage trips on QBO Desktop have disappeared, and now showing no trips at all.

Correct

Ashleigh1
QuickBooks Team

My mileage trips on QBO Desktop have disappeared, and now showing no trips at all.

Has the mileage just disappeared from today when you have logged into your account? Is any mileage at all showing in your account or is it all missing? Are you the mater admin of the account with Quickbooks? 

samahmed
Level 1

My mileage trips on QBO Desktop have disappeared, and now showing no trips at all.

I am the Master Admin.

 

From November 2020 onwards, the mileage was recorded for one employee. Every month, as the Accountant I download a report for the company to reimburse the single employee for the mileage.

 

It was working fine before, however this month it shows no trips at all. The trips from before have all disappeared as well.

Ashleigh1
QuickBooks Team

My mileage trips on QBO Desktop have disappeared, and now showing no trips at all.

Can you double check that you are in the the correct account and can you check the audit log as well and see what it is saying in there, main cog wheel> audit log under tools.

samahmed
Level 1

My mileage trips on QBO Desktop have disappeared, and now showing no trips at all.

Yes, audit log checked and I am in the correct account.

All transactions, payroll, and bank look OK.

Only the mileage record has completely disappeared.

I have the downloaded mileage report for previous months if you need to see them.

BettyJaneB
QuickBooks Team

My mileage trips on QBO Desktop have disappeared, and now showing no trips at all.

I'm grateful for the updates that you gave, @samahmed.

 

I want to ensure that you'll be able to see the recorded mileage in QuickBooks Online.

 

Any transaction entered on the app will show once you pull up your account on the browser or vice versa. The system will automatically sync the data on both platforms.

 

To help verify why the mileage record has disappeared, I recommend reaching out to our Customer Care Team. They have the tools that can help investigate the root cause of this matter and apply a fix.

 

The best way to reach our support team is to sign in to your account, select the Help icon on the top right, and then Contact Us at the bottom of the panel.

 

Please see the steps and snips below for your reference:

  1. Click on Help at the top menu bar.
  2. Hit on the Contact Us button.
  3. Enter a brief description of the issue in the What can we help you with? box.
  4. Press on Let's talk.
  5. Select on Get a callback.
  6. Key in your contact details, then tap on Confirm my call.

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Lastly, to give you more details about managing trips in QBO, you can always use this guide: Learn how to record business miles for one or more vehicles.

 

Comment here again if you have other questions with QuickBooks Online or the mobile app. My colleagues and I will be here to help. 

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