Solved

mobile app

Forum|Forum|2 years ago
June 29, 2023
6 replies
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two days ago I activated my Galaxy S23 Ultra.

now my Quickbooks apps freezes on a welcome page. Yesterday I was on the phone with Quickbooks four separate times for a total of three hours. Finally the last girl said there's an upgrade problem and we don't know when it's going to be fixed.. a solution was use the Internet website on my phone.

I suspect this is not true. As the first three associates did not say anything about an upgrade.

is anyone else having a problem with their Galaxy S23 Ultra and the mobile app?

QuickBooks Apps

Best answer by Shawn1501

I finally found a fix for this. First, I want to say how disappointed I am in Intuit/QuickBooks in their obvious display of appearing to care in helping but not being helpful at all.

Now the fix: I noticed the text at the bottom seemed cutoff. I theorized there is a button I can't get to. After over-complicating the solution and looking into mirroring tools that would allow me to see a different screen resolution, my wife, having a bit more common sense, asked if I could change the size of text on my phone. Sure enough, I had accessibility settings so my text and display size was zoomed in. I turned this all the way down so things were tiny and I could see the Next button. Once you click this once, you should be good to go from them on. Just remember what you had your settings set to do you can change back.

This needs to be fixed to be responsive for all screen resolutions, but at least there is a work around.

H

hello11112

@vbbfffbbf2343 take a look

AlcaeusF

Level 14

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:

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

In your Phone Settings:

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

D

donbombaroAuthor

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.

S

Shawn1501

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.

B

BRSLandscapes

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

B

BRSLandscapes

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

S

Shawn1501Answer

I finally found a fix for this. First, I want to say how disappointed I am in Intuit/QuickBooks in their obvious display of appearing to care in helping but not being helpful at all.

Now the fix: I noticed the text at the bottom seemed cutoff. I theorized there is a button I can't get to. After over-complicating the solution and looking into mirroring tools that would allow me to see a different screen resolution, my wife, having a bit more common sense, asked if I could change the size of text on my phone. Sure enough, I had accessibility settings so my text and display size was zoomed in. I turned this all the way down so things were tiny and I could see the Next button. Once you click this once, you should be good to go from them on. Just remember what you had your settings set to do you can change back.

This needs to be fixed to be responsive for all screen resolutions, but at least there is a work around.

D

donbombaroAuthor

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

S

Sisterme

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

C

Candice14

Level 8

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!

H

Handyman83

Same crap with iPhone as well. I’ve been having this issue on and off for the last 2 years. You would think for the price we pay that we could do business without having to take weeks off waiting on the to fix there issues. I pay for QuickBooks for 365 days a year not for 250 days a year and the other days it don’t work.

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