I have one user, who when they log into Quickbooks Accounting using the Iphone app, instead of going to their homepage as normal, a big screen slides in from the right hand side saying “subscribe 55% discount”.
They have to click next, which takes them to a page talking about “what you get for your £4,99/mo”. The main options you can click on are “subscribe and save 55%” or 1 month free (+ a sign out button top right)
When you tap “subscribe and save”, it pops up with the screenshot below saying “No products available. Currently there are no products available to purchase - OK”.
When you click OK, the screen disappears and they go to their normal home screen
Their subscription has been active for two years and is up to date/paid. When checked via the web browser, their subscription correctly shows as QuickBooks Online Plus.
I can view their account (as the accountant) normally. When I log in using their username and password, I see the same “discount screen” as this user.
We have logged out, uninstalled and re-installed the app, hard rebooted the iPhone, but the issue remains.
I will call support tomorrow, but I’m posting in case anyone has come across this before.
Hi there, James Read.
Thanks for sharing with us some screenshots of your concern. This will give us a better picture of what’s happening to the account.
Let’s remove the big discount screen on your phone by performing some basic troubleshooting steps. We’ll have to change the data connection and clear the app data to start on a clean slate.
To begin, switch the connection on your device. If it’s connected to Wifi, turn it off and use cellular data.
Then, connect to Wifi if you’re using the cellular data. Next, close and restart the app to start fresh.
Now, open the company and go to the home page. If you’re still seeing the big subscription ad, remove the app data to reset to its default state.
If none of these suggestions work, continue performing the recommended steps in this article and go directly to Step 4 (Power down and restart your device): Troubleshooting Quick-Start Guide for the QuickBooks Online app.
This should help you get back to business in no time. Let me also share the QuickBooks Online app overview guide. It outlines the processes you can do using the mobile device.
Reach out to me if you have any other concerns or questions. I’ll be right here to answer them for you. Have a good one.
Thanks for the quick post.
I have tried all the suggestions, but unfortunately it always launches with the same discount screen and licence “unknown”.
In case it help, I’ve just spotted that when I click on “licence unknown” it takes me to the page shown in the screenshot below.
On the screenshot, at the top is says “Your Account Type - Fetching Status”
I appreciate the screenshots you've provided, James Read.
I recommend reaching out to our QuickBooks support since the error persists even after doing the troubleshooting. You can reach them through the following link and going directly to the Help and Support section: Contact QuickBooks.
If there's anything that I can help, you can always go back to this thread.
Update: A few customers have called support about this in the last 24 hours.
It looks like it's a bug for customers on Wholesale Billing (where accountant pays for the Quickbooks licence).
The iPhone app gets confused that you have a licence (you don't, but the accountant does) and it brings up a promotion window (which is then buggy, because the promotion applies to customers that aren't on wholesale billing, ie they pay quickbooks directly, so the app gets confused).
Solution is to wait for a fix.
We are experiencing the same problem, we have reported the problem via telephone. QB advised a patch would be in place to fix this problem. 5-6 days in and the App is still not accessible.
Thanks for getting back, Minzy.
The issue is still under investigation, and you're correct a patch will fix the problem. This patch is still worked on by our developers.
Temporarily, you'll need to access your account using a browser. From there, you shouldn't encounter any obstacle managing your company.
Since you've already contact our Customer Care Support, your profile should've been added to the list of affected users. We'll send out emails about the progress of the issue as soon as it's available.
We appreciate your patience as we get this working.
I have been having the same trouble, but James (OP) observed that if you click on the big green Subscribe button, and click ok at the error message, you can use the app again!
Hello PhilSaunders :waving_hand:, Awsome, have you tried this, and can you confirm if this has worked? We are currently looking into what is causing this error to resolve without having to do workaround as such, Hopefully this will be resolved soon. 🧰:hammer_and_wrench:️
Yes, I have used this method several times to get into the app.
Just to clarify:
1) Launch the app
2) At the big 55% page, click <Next>
3) At the detailed offer page, click <Subscribe and save 55%>
4) At the error pop-up (No products available), click <Ok>
5) Bingo! You're straight into the home screen of the app.
The latest update, 20.06.5, over the weekend has fixed it for me (so no 55% promo screen and you can get into your account as normal).
However, when you go into settings, then subscription, it...
a) Still shows as Unknown, where it should show as Active.
b) When you click on subscription, rather than showing you details about your subscription, eg QuickBooks Online Plus, and the feature it comes with, it shows a page about a subscription you can buy, eg QuickBooks Simple Start £4.99 / month and at the top of the page it says Account Type Fetching Status....
So this is a much appreciated temporary fix, but the underlying cause that it doesn’t know what subscription you’ve got (as a wholesale bulling account) remains
This is not possible from where I am as I cannot get to the home screen. I have uninstalled and reinstalled around 15 times now over the last three and a half weeks and still no contact back from tech support. I have wasted around four hours both on the phone and on chat with no joy in solving this problem. The last phone call I was cut off after being on hold for 20 minutes with no call back or further contact. I have had no reply From the tier two support that I was promised.
Calling or chatting to tech support is pointless as they tell me to uninstall and reinstall which I think we can safely say does not work in this case. I have now ended up with two accounts after following instructions from the online chat and have changed my user name as they said this could have been the problem, it wasn’t. Why am I paying for an app that I can’t use? Why am I being told consistently that this problem is solved? Why is nobody calling me back? The last email I received asked to, yes you've guessed it, Uninstall and reinstall the app!
This needs sorting QuickBooks, customer service seems to be severely lacking in this case.
It’s been fixed for us since 4th July.
Do you pay for your QuickBooks licence yourself (direct billing), or do your accountants pay for it (wholesale billing)
The issue we experienced related to customers on “wholesale billing”, so if you aren’t on this type of billing you may have a different issue.
If you are on wholesale billing, does the workaround not work for you?
If you click on the big green Subscribe button, and click ok at the error message, you can use the app again.