When I try to capture a receipt using snap receipts the resulting picture is misaligned with the picture I tried to take and zoomed to the top right corner?

I acknowledge the efforts you've made to troubleshoot your concern, @djmaudio.

I've got your back to share insights and help resolve capturing receipts issues in QBO. 

It's possible that the snap feature isn't configured properly on your phone. To further isolate the issue, let's ensure that QuickBooks mobile app has permission to access your device's camera. 

Here's how: 

1. Go to your device settings.
2. Find the app permissions section.
3. Verify if that camera access is enabled for QuickBooks Online.

If the issue continues, I recommend reaching out to our support team. They can thoroughly investigate further and provide a resolution to the underlying cause.

In the meantime, you can take a photo of the receipt using the regular camera on your device. Then upload it or email this to QBO.

Once your receipts are in QuickBooks. You may also check out this link to help review and categorise them into the correct accounts: Categorise and match online transactions in QuickBooks Online.

Should you have any additional concerns about capturing sales receipts in the QuickBooks mobile app, feel free to let me know. It would be my pleasure to help you out. Have a good one.

Thanks for your reply.

It's not particularly useful to suggest a fix to something that clearly isn't the problem in this case. The app clearly has permission to use the camera as it can both see the receipt in live view and also take pictures which are misaligned as I originally stated.

I thought I was asking for support but since you have said I need to contact the support team please tell me how to do this as it is not clear from the app or online how to actually contact them.

Thanks

Hi djmaudio

You can reach our team directly for 1-2-1 support on this link or by calling 0808 234 5337 (8am - 7pm, Mon - Fri, free from UK mobile & landlines). They'll have the tools available to escalate your case to our higher support team for full investigation. 

Hi, was this issue resolved for you in the end? I have the same issue with almost every receipt I snap.

Thanks, Dan.

Hi Dan

Short answer, no.

Long answer, the support team took pictures and video evidence from me in May last year and it was finally escalated to engineering in August and then I never had an update after that. They suggested that in the meantime I should just upload from my camera roll which is tedious.

Currently I use the document scanner in the Onedrive app on my phone which is actually far better than the QB app scanner anyway and every so often I grab the receipts from the synced folder on my laptop and drag them into the "upload from computer" box on the receipts page for processing.

Just to also add, since this issue occurred on my phone last year i have upgraded my phone but the problem persists on the new device - both phones are Sony Xperia so I suspect it's a niche manufacturer incompatibility or a conflict in the way the QB app works with the OS or another app that i have installed.

Sorry it's not better news!

Doug

We are getting the same! Its so frustrating.

Going to raise an issue with them, see if a few of us show that its an issue they may do something about it, especially when we are paying for this App!

Hi all, we're currently investigating an issue with the snap receipts not working on certain devices with the QuickBooks Online app. 

So that we can take some device-specific information to allow us to add you to our internal investigation, please contact our support team directly by chat messaging or on 0808 234 5337 (Mon - Fri, 8 AM - 7 PM, free from UK mobile & landlines). 

The reference for the investigation is INV-100869 and further updates will then be sent to you via email. Thanks for your patience while we work towards a fix.