Thanks for reaching out, Miriam.
One possible reason you're unable to snap receipts could be due to cached data or temporary files stored by the app. Over time, this data can become invalid or corrupted, affecting the app’s functionality and preventing it from scanning properly.
To resolve this issue, let's refresh your app data to restore optimal performance. Please follow the steps below:
For iOS:
- Tap Settings, then locate General.
- Select iPhone Storage, then QuickBooks Online app.
- Press Offload App.
For Android:
- Go to Menu ☰, then tap More Options ⋮.
- Pick Settings, then Refresh Data.
- Hit YES to confirm.
After refreshing the app data, restart your mobile phone and try scanning again. If it still doesn’t work, please uninstall and reinstall the app. Ensure you have a stable internet connection and that you are using the latest version of the app.
If the issue persists, please contact our Live Support team for assistance. They'll review the situation in detail and provide more specific troubleshooting steps to help you get back on track.
If you have any other questions, please feel free to ask.
