mobile app

@vbbfffbbf2343 take a look

Hello, don.

I'm here to help fix the issue you're having with your QuickBooks Online (QBO) mobile app.

When the application is not fully functional, one of the causes is the app's data. To isolate this, let's reset it. This process plays the same role as clearing the cache from your web browser. Please refer to the steps below.

For Android devices: 

1. Select the menu at the top right and choose Settings. 
2. Press Refresh Data and choose Yes.

In your Phone Settings: 

1. From your phone's settings, tap Apps (varies by device).
2. Choose the QuickBooks app from the list and select Storage.
3. Select clear data.

Once done, restart your device and reopen your QBO mobile app to double-check.

However, if the same thing happens, let's uninstall/reinstall the app. For detailed steps on how to do it, please refer to this article: How to download the QuickBooks Online mobile app.

Moreover, you can always visit our website for more tips and other resources you can use in the future: Self-help articles.

Please let me know if you have follow-up questions about this or anything else. I'm always here to help. Stay safe.

So it didn't work. I've done this 20 times and speaking with your help desk for six hours.

The 5th Associate I spoke with gave me the excuse that they were doing an upgrade and it would be fixed soon. The next day your associate told me that my phone is not compatible. And assured me that her app is working fine. and the problems with my new Galaxy 23 ultra. and advised me to use the Internet version of Quickbooks on my phone.

I told you that was unacceptable as I live in rural Maine high speed Internet is intermittent in certain areas. And when I do process it online it takes a long time because Online is so robust compared to the app.

I asked for next level service, she said her supervisor was busy but when she gets on the line that she would tell me the same thing. she said her supervisor was busy and assured me that they would contact me in 5 minutes. I have not been contacted since.

Update: The app is not fine. I can get in a back door into Quickbooks invoices. When Quickbooks sends me the notification that someone paid me. It puts me into all existing invoices which I can search. And add to the invoice. I cannot start a new invoice. When I go back I get the frozen welcome screen again.

I really need to get next level help and speak with someone in the app department. That will be able to help me.

I feel the support has been completely unsatisfactory. what I have falls off the pages of the script they're reading. and then of course excuses get made like we're doing an upgrade It'll be fixed soon but your phone's not compatible. Again completely unacceptable. Now im five days without the app.

So it didn't work. I've done this 20 times and speaking with your help desk for six hours.

The 5th Associate I spoke with gave me the excuse that they were doing an upgrade and it would be fixed soon. The next day your associate told me that my phone is not compatible. And assured me that her app is working fine. and the problems with my new Galaxy 23 ultra. and advised me to use the Internet version of Quickbooks on my phone.

I told you that was unacceptable as I live in rural Maine high speed Internet is intermittent in certain areas. And when I do process it online it takes a long time because Online is so robust compared to the app.

I asked for next level service, she said her supervisor was busy but when she gets on the line that she would tell me the same thing. she said her supervisor was busy and assured me that they would contact me in 5 minutes. I have not been contacted since.

Update: The app is not fine. I can get in a back door into Quickbooks invoices. When Quickbooks sends me the notification that someone paid me. It puts me into all existing invoices which I can search. And add to the invoice. I cannot start a new invoice. When I go back I get the frozen welcome screen again.

I really need to get next level help and speak with someone in the app department. That will be able to help me.

I feel the support has been completely unsatisfactory. what I have falls off the pages of the script they're reading. and then of course excuses get made like we're doing an upgrade It'll be fixed soon but your phone's not compatible. Again completely unacceptable. Now im five days without the app.

I have the exact same problem with a Google pixel 7. I have an ipad and I works fine. Tried it on my wife's galaxy phone and it works fine. I've tried clearing cache, deleting data, reinstalling, restarting my phone, and nothing works. I get stuck in the welcome screen and can't progress any further. What a disappointing first impression with this app. 

Hello there, @Shawn1501.

Know that this isn't the experience we'd want you to have when using our products. Also, I'm here to ensure you get through this situation and use the QuickBooks Online mobile application. I recommend contacting our Customer Care Team to get this resolved as soon as possible. They'll assign a representative that'll check on your end and conduct further investigation to determine the root cause of the problem. In the meantime, you can access your company through web browser to perform the steps I'll input below:

1. Sign in to your QuickBooks Online company.
2. Select Help (?).
3. Select either tab to get started:

• Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. If you decide you need further help, you can still Talk to a human.
• Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect with us:
  • Start a chat with a support expert.
  • Get a callback from the next available expert.

For more details, feel free to check this page: Compare mobile app features.

In addition, you can visit this page to learn more about what the QBO mobile app has to offer: Compare mobile app features.

@Shawn1501, please let me know how it goes. I'm determined to provide further assistance if you need me. I'll be here in the Community space. Ready to help you out again. Take care, and have a nice day!

As my symptoms are identical to the OP's, I'll trust you'll give them your attention to finally solve their issue and post the solution here for all of your users to benefit. 

Thanks!

So it didn't work. I've done this 20 times and speaking with your help desk for six hours.

The 5th Associate I spoke with gave me the excuse that they were doing an upgrade and it would be fixed soon. The next day your associate told me that my phone is not compatible. And assured me that her app is working fine. and the problems with my new Galaxy 23 ultra. and advised me to use the Internet version of Quickbooks on my phone.

I told you that was unacceptable as I live in rural Maine high speed Internet is intermittent in certain areas. And when I do process it online it takes a long time because Online is so robust compared to the app.

I asked for next level service, she said her supervisor was busy but when she gets on the line that she would tell me the same thing. she said her supervisor was busy and assured me that they would contact me in 5 minutes. I have not been contacted since.

Update: The app is not fine. I can get in a back door into Quickbooks invoices. When Quickbooks sends me the notification that someone paid me. It puts me into all existing invoices which I can search. And add to the invoice. I cannot start a new invoice. When I go back I get the frozen welcome screen again.

I really need to get next level help and speak with someone in the app department. That will be able to help me.

I feel the support has been completely unsatisfactory. what I have falls off the pages of the script they're reading. and then of course excuses get made like we're doing an upgrade It'll be fixed soon but your phone's not compatible. Again completely unacceptable. 

at this point it makes sense for this to be passed to the programming department because that's where the problem lies. also every rep started the conversation with I will help you through this problem We will solve it.

Again the same script without an agent that can freely think past the page.

Is anyone from Intuit continuing to work with OP to solve this issue or is this stagnant?

The attempts to help seem to only be surface to show face rather than true desire to solve the problem. 

I'll provide a little more information in case someone at QuickBooks actually steps up to solve this issue: 1. I have two companies. I don't know if that's an important variable or if the OP has multiple companies but I think it worth mentioning. 2. I've made sure my phone OS is fully.uodated and tried reinstalling QuickBooks afterward. Still no success. 3. I'm attaching a screenshot of the screen I'm stuck on.

Im having the same problem with no help from support team!

My app is showing the exact screen when do we get refunds quickbooks!

thanks Shawn

I had six hours with Quickbooks Tech. and another two hours with Samsung. 

I think the main problem with Quickbooks is they're working off the same script. And through this they refuse multiple times to bump me up a level.

Two other times they said a supervisor would get back in touch with me. Never happened.

As it turned out it was a fairly simple fix. 

This experience tells me Quickbooks is terrible at resolving any issue.

thanks Shawn

Hey there. The fix listed above worked for me. You can go into settings on your phone and change the font size to be very small. Then go back to QBO and you should see a Next button at the bottom. Once you click through them all, the welcome screen should go away and you can put your font size back to what it was. I hope this helps you!

Hello Shawn1501,

I have reviewed the solution you’ve shared and it's correct and accurate. Thank you for sharing your inputs to help address the issue.

We love to see members supporting one another! Have a great day. 

My mobile app sales tax doesn’t even work on invoices. Any idea why? Tech support was of no help.

Good evening, @Sisterme. 

Thanks for chiming in on this thread. 

I recommend doing the following troubleshooting steps: 

• Restarting your device
• Ensure the app is up-to-date

Also, what kind of device are you using? 

In the meantime, check out this guide about comparing mobile app features. I'll be waiting for your response!