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Mileage tracking issues

Complete malfunction. 

5 Comments
QuickBooks Team

Re: Mileage tracking issues

Thanks for bringing this tracking issue to my attention, @mileage tracking issues.

 

Making sure you get to take full advantage of our mileage tracker is my priority.  Let’s get started fixing this issue.

 

Depending on the device you're using, one possible reason your mobile app is not working properly is because of it's version. The updated version Android is  4.75 while for iOS is 4.41.

 

If your app is updated and it's still not working properly, let's apply the following troubleshooting steps:

  1. Log into your QuickBooks Self-Employed account via the mobile app.
  2. Go to Mileage tab.
  3. Ensure that auto-tracking is green and turn On.
  4. Tap the Menu icon.
  5. Choose Settings.
  6. Make sure Track Slow Speed Trips is blue and turn On.
  7. Lastly, ensure that all settings under Mileage Tracking is showing with green light.
  8. If you see red, tap Fix This.

For iOS 11, kindly make sure that the following are enabled and set to "Always":

  • Background App Refresh
  • Motion & Fitness
  • Mobile App
  • Cellular Data
  • Lastly, you’re logged in to the correct QBSE account while tracking the trips.

Once completed, you can do a test drive to check if everything works on your end.

For a more detailed instruction, you may check out these articles: 

If the issue persists, I’d suggest contacting our Customer Care Team. An agent will be able to look up your account on a secured environment and further assist you.

 

Stay in touch with me and let me know how it works on your end. I 'm always here to help you in making sure your mobile app works as it was before.

Not applicable

Re: Mileage tracking issues

Hey, QB team, how do I start a new question? I can't find my issue listed and can't find a clear route to posting a new question so I have to hijack this post. Yesterday my QB self Employed app tracked me to a place about a mile away. Problem is, NEITHER ME NOR MY PHONE EVER LEFT THE HOUSE AT THAT TIME. I have racked my brain thinking I must be mistaken, but I am not. This is quite alarming to me. PLease explain how this happened. Alternatively, please instruct me how to post a new question. Thanks. so much. 

QuickBooks Team

Re: Mileage tracking issues

I appreciate you bringing this situation to my attention, @tgreg.

 

I'd like to help you get your mileage tracker working again.

 

May I ask what specific mobile device are you using? Your phone’s settings is a great factor to consider when it comes to your mileage tracker performance. Oftentimes, using VPN connection causes may affect your mobile app's tracking performance.

 

Here are the factors you need to consider to ensure your phone is tracking your miles properly:

  • You've logged-in to your Quickbooks Self-Employed account and is working in the background.
  • Make sure that mobile data is enabled.
  • Your mobile app is updated.
  • GPS and the auto-mileage tracking feature in QuickBooks Self-Employed is enabled.​
  • Turn on the Location Settings in your phone and set the location services to High Accuracy.
  • Depending on the mobile device you’re using, make sure to remove QuickBooks Self-Employed app from any battery or power saving settings and booster.

Once completed, you can do a test drive to check if everything works on your end.

 

For additional insights, you may check out these articles: 

On the other hand, to post a new question here in the Community, here's how:

  1. Login to your QuickBooks Self-Employed account.
  2. Click Help.
  3.  Go to the bottom portion of the page.
  4. Choose Contact Us.
  5. Type in a keyword about your concern.
  6. Click Continue.
  7. Choose Post a question.
  8. Follow the rest of the on-screen instruction to complete the process.

Keep in touch with me and let me know how it works on your end. I'm always here to help you in making sure your mobile app works as it was before.

Not applicable

Re: Mileage tracking issues

This did not work. What next? it worked fine until I subscribed 

QuickBooks Team

Re: Mileage tracking issues

Hello there, @tfoley.

 

I'd like to redirect you to the best support available so this gets addressed right away about mileage tracking.

 

Since you've already applied the troubleshooting steps provided by my colleague and you‘re still getting the same result, I recommend contacting our QuickBooks Customer Care team so they can review your account. Agents have the necessary tools to get you back up and running.

 

Let me guide you on how to get in touch with a specialist: 

 

  1. Sign in to your QuickBooks Self-Employed account.
  2. Click the Help menu on the upper right.
  3. Click Contact Us.
  4. Fill in Ask a question, then select Continue.
  5. Choose Chat.

Please let me know if you have any other questions. We're always here to help.

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