Photo capture of Snap Receipt is cropping the receipt out of the captured image, even though it was within the green lines. I've reinstalled the Android app. How fix pls?

I want to ensure you can successfully upload your receipts in QuickBooks Online (QBO), @paul239.

When QuickBooks has unexpected behaviour, let's try resetting the app data to clear the cache and refresh it into its default state. Before doing so, let's ensure that your QuickBooks Online (QBO) mobile app is updated as well as your phone's OS. It helps your application work continuously without interruptions. 

To refresh the data, here's how:

1. In your QBO mobile app, click on Menu button at the bottom.
2. Select the Gear icon at the upper left hand. 
3. Choose the Refresh Data menu.
4. Click Yes. 

After that, try to upload your receipts. If the issue persists, let's try to uninstall and then reinstall the app again. You can get more information in this article: How to download the QuickBooks Online mobile app.

Once your receipts are uploaded, you can go to Step 2 on this article for guidance on reviewing, adding, or matching receipts and bills: Upload your receipts and bills to QuickBooks Online.

Let me know on how things turn out after trying these steps. I'll be around to provide further assistance. Take care!

Hi Mirriam and thank you for your response.

I cleared the data and re-installed the app yesterday. I've repeated the clear data step again today. My phone already has the latest version Android system update. The captured photo still crops out the receipt, even though it is inside the green gridlines when the photo is taken.

What further steps can be taken to fix this please?

Much appreciated.

Paul

Hello Paul239. Thanks for getting back to us. We have checked and we have no other reports of the same issue at the moment, so we need to go through a few steps. Can you check in the settings for the app that all camera permission has been authorised and that you are using version 7.52? If that is the case, can we ask if you can try on a 4g network if you are using Wi-Fi and vis versa and then if you get the same result let us know and we'll take this to our senior team.

Hi Emma, 

Here's the information you asked for:

• Camera permission is Allowed.
• From the Android app Intuit Account & Settings page, the Application Version is 27.48.0+1 (this seems to be the latest version on Google Play) 
• There's no difference between WiFi or 4G+

Could you please let me know next steps to fix this?

Much appreciated.

Paul

Thanks very much for checking all that Paul, we need to test the receipt and appreciate you may not want to upload it as an attachment in a public forum, would you be willing to screenshot the receipt and send it to us at Instagram or Facebook or Twitter just search QuickBooks UK and send it under a DM/PM. Thanks 

Hi Emma, requested screen shots sent on Twitter. Please reply here as I generally do not use twitter.

Thank you. 

Paul

Hello Paul239, thanks for sending the images on twitter so to confirm when you take the photo of the receipt in the second photo it is bringing it up as the first photo? Does the same thing happen when you try on a different device? 

• I have exactly the same issue. The preview shows the receipt aligned perfectly but as soon as u press the button to snap the receipt the phot captured is offset with just an unusable corner of the receipt visible.

Hi there, k1s1. 

Have you tried the troubleshooting steps above, refreshing your data and uninstalling and reinstalling your device? If so, I suggest reaching out to our customer support team. They are equipped with the necessary tools and knowledge to assist you in resolving this matter.   

1. Go to the Help (?) icon at the top.
2. On the Assistant tab, click Talk to a Human.
3. Enter your concern in the Type Something field, then click the Send icon.
4. Click on I still need a human.
5. You can either select Chat with us or Have us call you.

To ensure prompt assistance, please refer to our support availability. 

Once everything is set, you can visit these articles to learn more about the receipt snap feature: 

• Upload your receipts and bills to QuickBooks Online
• Email receipts and bills to QuickBooks Online

The Community is here to help you every step of the way, so if you have any more questions or need further assistance, please don't hesitate to ask. Your success is important to us, and we're dedicated to helping you confidently navigate your tools. Have a great day!

I've gone down that route and been told "no one else has reported an issue ", (which is obviously wrong as there are many reports here and elsewhere) but apparently no resolution

This has been reported as a bug but apparently there is no timescale for any fix.