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Paulplumb
Level 2

Receipt forwarding not working

Hi. I have been using QuickBooks Self Employed since last June. I have enjoyed using the email receipt feature. However just lately I am having problems with it. I have spent a huge amount of time on the chat feature and I am no further forward. I thought I would ask for help here as a last resort.

 

When I forward an email with an attached receipt is highly likely to be put into further action required section. The supplier date and amount boxes are all empty and the uploaded PDF is empty apart from a pair of brackets [] 

 

Just occasionally an email receipt will be recognised and correctly filed by QuickBooks. 

 

Online chat have reset my receipts email forwarding. I have tried logging in and out of the app and the desktop. I have reinstalled the app and reset phone. I have tried viewing QuickBooks through a private browser window. All to no avail.

 

Any advice would be gratefully received.  

 

Thank you

 

Paul

26 REPLIES 26
IntuitLily
Moderator

Receipt forwarding not working

Thank you for coming to the Community for advice, Paul.

 

We are currently aware of this issue and our engineers are working to identify the cause to resolve this as soon as possible. 

 

You can contact our QBSE Support again so they can sign you up for email updates once this is available. In the meantime, you can manually attach the receipt.

 

Here's how:

 

  1. Sign in to your QBSE account using a browser.
  2. Go to the Transaction menu and select Add Transaction.
  3. Fill in the necessary details, then drag/drop or browse your receipt.
  4. Click Save when done.

 

You can look this up if you need help with your categories: Categories in QuickBooks Self-Employed.

 

Let me know if you have additional questions or anything else that I can help you with. I appreciate you for bringing up your concern, have a safe and relaxing weekend ahead.

Paulplumb
Level 2

Receipt forwarding not working

Hi, thanks for the reply. Days later this is still an issue.  I now forward an email which is received and placed into pending but is swiftly deleted.  Really not impressed. 

JessT
QuickBooks Team

Receipt forwarding not working

Thank you for keeping us updated, Paul.

 

This isn't the kind of experience that we want you to have. Rest assured that our engineers are doing a series of tests to completely resolve this issue. If you haven't contacted our Chat team again, I would recommend doing so. That way, they can add you to the list of affected users and get notified when the fix will be rolled out. You can give them this ticket: INV-42583.

 

We're just around it you have other queries with QuickBooks Self-Employed.

cpjelectrics
Level 2

Receipt forwarding not working

I have QBO online not the self-employed version . The email receipts feature has been active for a few months & I have issues with PDF files not being recognised. Is this feature available to UK users of QBO Online or not ?

regards,

Chris

 

JasroV
QuickBooks Team

Receipt forwarding not working

Thanks for sharing the details with me, @cpjelectrics.


You'll want to ensure your Adobe reader is updated. This way, you'll be able to upload your receipts using the PDF file.

 

Once done, you can now upload receipts in your QuickBooks Online (QBO) account. Here's how:

  1. Go to the Banking or Transactions menu.
  2. Select the Receipts tab.
  3. Drag and drop the receipt or bill file directly into your QBO account. Or select browse to upload them.
You can also check this article for reference in capturing and emailing receipts in your QBO account: Capture and categorise receipts and bills
 
Additionally, here's an article you can read for reference on emailing receipts to QBO: Email receipts and bills to QuickBooks Online.
 

You can always get back to me if you have other concerns. I'm always here to help you. Keep safe.

cpjelectrics
Level 2

Receipt forwarding not working

JasroV

 

Thanks but I think you are missing the point. An email is sent to [email address removed] with the PDF file attached so I can’t see how my Adobe Reader on my laptop has any bearing on the matter since it is not involved with the transaction

Here is an example of the error message received when a valid PDF document is sent

 

We're sorry, we can't process 1 out of 1 attachments to an Email you recently sent us

 

 

Email Subject:   FW: Statement/Invoice: CPJ ELECTRICS LIMITED

Reason:            {{emailError}}

Recommendation:         {{recommendation}}

If you still have trouble, contact our support team.

 

 

Email Subject:   FW: Statement/Invoice: CPJ ELECTRICS LIMITED

Attachment:      Reason

1075032474.PDF           We didn't recognize the format of your attachment.

Recommendation:         Try attaching the correct images/documents and try again

If you still have trouble, contact our support team.

 

 

Regards,

Chris

JonpriL
Moderator

Receipt forwarding not working

I wish I could make it better, @cpjelectrics.

 

Since you still receive the same error message even after performing all those steps, I'd recommend contacting our Customer Care Support. They can pull up you're account, securely, and create a case or ticket ID to be submitted to our engineers for further investigation about this unexpected behavior.

  1. Go to Help.
  2. Tap Contact Us.
  3. Enter Unable to send an invoice with an error message in the What can we help you with? field.
  4. Click Let's talk.
  5. Select Get a callbackChat, or Call us.

Lastly, I've got you these helpful articles you can read for ideas about how you can manage your vendors and expense transactions: Manage Customers and Income for QuickBooks Online.

 

If there's anything else that I can help you with, let me know in the comments. I'll be happy to help.

AirconomicsHVAC
Level 1

Receipt forwarding not working

Did you ever find a solution to this? I am having this problem as well. 

JasroV
QuickBooks Team

Receipt forwarding not working

Thanks for joining the thread, @AirconomicsHVAC.

 

I want to ensure you’ll be able to email your receipts in your QuickBooks Online (QBO) account. To clarify we’re on the same page, were you able to update you Adobe reader? If not, I recommend updating it so.

 

If yes and the issue persists, I suggest contacting our support team. There, they have the tools to securely check your account and investigate the reason why you’re unable to use the email receipts feature in QBO. Once there is any news available about the issue, you’ll receive an update from us through your email.

 

To reach out to them, you can follow the steps shared by my colleague JonpriL above.

 

Let me also add this article that you can use for reference in categorizing your receipts in QBO.

 

Please let me know if you have other questions or concerns about your QBO account. I’ll be around to help you out. Have a great day ahead. 

Aled
Level 1

Receipt forwarding not working

I'm having the same problem as well. I use QB Self-Employed and really struggling to get it resolved. I have been on the phone and speaking online via the Chat function but nobody can seem to help me since I am using Self-Employed and I keep getting transferred to different people but getting the same thing 'sorry I can only help if you use QB Online'.

 

I have been trying to sort this for the last 3 hours.

 

If this continues, I am going to move to Xero.

Aled
Level 1

Receipt forwarding not working

What about QB Self Employed?

John C
QuickBooks Team

Receipt forwarding not working

Hi Aled There is an ongoing investigation regarding the receipt forwarding, we're unable to provide you with a time frame for resolution and we apologise for any inconvenience that this may be causing you.

Sarah Brickwood
Level 1

Receipt forwarding not working

I have just logged into Quickbooks to find that no receipts I haver forwarded since September have bee uploaded to my account!! Are you saying that there is still an issue? If so I am unsure what I am paying the £9.60 for- it would be easier to do i9t all manually!

Please advise if this issue has been resolved.

Thanks- Sarah

Angelyn_T
QuickBooks Team

Receipt forwarding not working

Hi, @Sarah Brickwood.

 

I'm stepping to give you some updates about the previous investigation.

 

The investigation about receipts not forwarded to QuickBooks was already closed and resolved.

 

Since your receipts aren't forwarded since September, I would suggest reaching out to our QuickBooks Self-Employed Support. This way, a representative can open your account securely and review the possible reasons why this happens. To contact support, you can follow the instructions provided in this link on either a web browser or iOS: Contact QuickBooks Self-Employed Support.

 

For the time being, you attach your receipts manually following these steps:

 

  1. Go to the Transactions menu. If you're on an Android phone or tablet, select the menu ☰ icon and then Transactions.
  2. Find and select the transaction you want to attach the receipt to.
  3. Tap browse or Attach receipt.
  4. Select an image and then select Save.

For additional guides while managing your receipts, you can check out these articles:

 

Please let me know if you have any other questions. I'll be right here to provide additional assistance whenever you need it. Have a great day!

ELYINC
Level 2

Receipt forwarding not working

I am am having the same problem. The receipts that are being emailed are not being translated - nothing, they are blank in all fields? what is going? looks like this has been a problem since last August 2020.  Please up us on the solutions. 

MaryLandT
Moderator

Receipt forwarding not working

I can provide a workaround while the receipts forwarding feature is currently being work on, ELYINC.

 

You need to manually attach receipts into your transactions in QuickBooks. Let me show you how:

 

  1. Go to the Transactions menu. If you're on an Android phone or tablet, select the menu ☰ icon and then Transactions.
  2. Find and select the transaction you want to attach the receipt to.
  3. Select browse or Attach receipt.
  4. Select an image and then click Save.

You can also create a new transaction from a physical receipt. Simply upload images from your computer. Here are the steps you can follow:

 

  1. Log in to your account on a web browser.
  2. Go to the Transactions menu.
  3. Select Add receipt.
  4. Upload an image of your receipt.

QuickBooks Self-Employed scans the receipt and enters the details for you. It may take a few seconds. When the upload finishes:

 

  1. Go to the Transactions menu.
  2. Look for the receipt.
  3. Select the receipt and categorize it.
  4. If you see a Needs action message, select it to review your transaction.
  5. Correct any details and select Save.

When you categorize, QuickBooks puts your transactions on the correct line of your Schedule C. This also organizes your income and expenses so you know what areas of your self-employed business have the biggest impact.

 

Check out this link to learn more about categories in QuickBooks Self-Employed.

 

Don't hesitate to post again if there's anything else you need with your transactions in QuickBooks. I'll be around to help you.

Sierra H
Level 1

Receipt forwarding not working

same issue for me. Its killing me for tax purposes. I cant keep everything straight. With the amount we pay we should receive some sort of discount for the issues.

Angelyn_T
QuickBooks Team

Receipt forwarding not working

Hi Sierra.

 

I want to ensure you'll be able to keep track of your receipts and resolve the issue you had.

 

The investigation about the receipt forwarding feature was already close way back months ago. Since you're getting the same issues, I recommend reaching out to our Support Team. This way, a live representative can check and re-investigate this issue.

 

To contact support:

 

  1. Click on Assistant at the top menu bar.
  2. Ask general questions. Or, if you want to connect with us directly, type or say “Talk to a human.”
  3. Select your preferred support method: Message an agent (Live chat), Call an agent or Get a callback. Keep in mind, some options are only available at certain times.

 

On the other hand, you can utilize the workaround provided by MaryLandT to attach receipts into your transactions manually. For additional instructions, you can open this link: Record or attach expense receipts in QuickBooks Self-Employed.

 

 

Please feel free to get in touch with me here for any additional questions about receipts, I always have your back. Keep safe always!

Aaron M
Level 1

Receipt forwarding not working

Same issue over here with our company.  Quickbooks support was unable to solve the issue for us today.  I am unable to use this feature which previously was amazing for us to save time and keep things organized. 

 

Paulplumb
Level 2

Receipt forwarding not working

I wouldn't hold your breath for a solution. I posted this issue over a year ago yet it still persists. I found QuickBooks technical and customer services inadequate and incompetent. I am shocked that QuickBooks still sell this product advertising this feature.  I purchased their product based solely on it having this feature. 

ELYINC
Level 2

Receipt forwarding not working

My company is having the same problem. This is a feature that is heavily used for time saving!!!! We have stopped using it because of redundancy. 

ELYINC
Level 2

Receipt forwarding not working

I would have never gone to QBO - Desktop was working just fine for us.

QB sold this to me as a similar product - it is not. QBO is a totally different product. And we paid them use it while the program was incomplete and not offering the easy of use I was used to with QB desktop.

 

I am going to hop ship as soon as I can figure out the newer more user friendly less expensive and more innovated company I will be using.

 

QB was excellent in the 2000's not so much now.

Sign

 

ELYINC
Level 2

Receipt forwarding not working

QBO is soooo expensive compared to other payroll companies out there

Scotzam
Level 1

Receipt forwarding not working

I got the weirdest fix for this issue today.

 

Didn't think for a minute it would work, but the support member said to open QBO in a different browser then forward the receipt. It worked. No idea how it could be a browser issue but hey worth trying

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