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-Dan-
Level 2

Why are my JPG receipts showing up as blank white squares on the mobile app, but display fine on the web version of QB online?

This happens with most but not all jpg/jpeg files. No issues with PNG/PDF files. Mobile app is connected to high speed internet so it's not a bandwidth problem.
Solved
Best answer January 02, 2020

Best Answers
RaymondJayO
Moderator

Why are my JPG receipts showing up as blank white squares on the mobile app, but display fine on the web version of QB online?

Thanks for providing a chart regarding the file sizes and other content of your JPG receipts. I also appreciate you for the screenshot you've provided, Dan. 

 

Yes, you're right. The maximum limit when you scan receipts using the mobile app is 25MB. I've added the file sizes you've displayed on the chart and the total is 10.18MB. Since it doesn't exceed the limit, let's perform some steps so you can view the 80% of your receipts. 

 

Here are the possible reasons why some JPG's work but most of them don't: 

  • The phone's operating system isn't updated. 
  • The stored app data is full. 

 

You'll first have to update your phone's operating system to the latest version. Since you're using iOS, just go to the Settings. Then, tap General and hit Software Update

 

Then, let's clear the app data. This helps the app to get a clean slate to function effectively. Here's how: 

  1. Go to the Menu (three horizontal lines) icon at the top right.
  2. Choose Help & Feedback
  3. Select Refresh Data.
  4. Click Refresh.

However, if the same issue persists, you'll have to uninstall and reinstall the app. This fixes the unexpected behavior of the product.

 

To learn more about the troubleshooting steps above, go through this article: Resolve Mobile App-related Issues

 

The mobile app's functionalities vary from one kind of phone model to another. To easily compare the features available on each supported device, see the chart through this article: Compare Mobile App Features

 

Just click the Reply button below if there's anything else you need. Have a great day, Dan. 

View solution in original post

5 Comments
SarahannC
Moderator

Why are my JPG receipts showing up as blank white squares on the mobile app, but display fine on the web version of QB online?

Hello, -Dan-. I hope you're well today.

 

The mobile app has a limitation display when uploading some of your files. It would work as long as you did not exceed its limit. I've tried adding receipt using the file extension you're using (jpg/jpeg), and it works fine.

 

That said, the blank white squares that appear on your mobile app might have something to do with its display limits.  What we can do is to attach the receipt again. This time let's make it smaller than the previous one.

 

For further details, please consider checking this article. It's all about managing your receipts in the Receipts tab.

 

Get back if you have more something to ask with this. It'd be my pleasure to assists you more! Take care and have a great day!

-Dan-
Level 2

Why are my JPG receipts showing up as blank white squares on the mobile app, but display fine on the web version of QB online?

Hi Sarahann,

 

The vast majority of our jpg/jpeg receipts show up as blanks on the mobile app. What are the display limits you mentioned? Image file size we're uploading is far less than the 25MB limit, biggest is 3.3MB. We're just taking photos of receipts and sometimes cropping them. Cropping doesn't appear to be the problem because some of the cropped images work.

 

Overall 20% of jpgs work, 80% don't. It's been replicated on two different iPhones. PNGs, GIFs, & PDFs work. See below for file examples- we can't figure out why some jpgs work but most don't. I'm also attaching a screenshot of what it looks like when they don't work.

 

Displays On AppFilenameWidth x Height Size (Bytes) Aspect Ratio
Yes062019.jpg2048x812 329,5592.5:1
Yes083019.jpg4032x3024 3,301,2891.3:1
Yes122919.jpg909x702 95,6931.3:1
No070819.jpg2788x1051 662,1472.7:1
No071019.jpg2635x728 459,2793.6:1
No071219.jpg2921x948 583,8473.1:1
No071219a.jpg2698x835 611,5993.2:1
No071519.jpg1969x1109 383,0481.8:1
No071519a.jpg2627x1273 640,4172.1:1
No071919.jpg2673x773 507,7053.5:1
No072019.jpg1762x897 372,8832.0:1
No072219.jpg2336x802 515,8252.9:1
No072619.jpg2429x1379 790,0791.8:1
No081019.jpg2591x889481,1772.9:1
No081119.jpg2398x739 440,8243.2:1

 

 

RaymondJayO
Moderator

Why are my JPG receipts showing up as blank white squares on the mobile app, but display fine on the web version of QB online?

Thanks for providing a chart regarding the file sizes and other content of your JPG receipts. I also appreciate you for the screenshot you've provided, Dan. 

 

Yes, you're right. The maximum limit when you scan receipts using the mobile app is 25MB. I've added the file sizes you've displayed on the chart and the total is 10.18MB. Since it doesn't exceed the limit, let's perform some steps so you can view the 80% of your receipts. 

 

Here are the possible reasons why some JPG's work but most of them don't: 

  • The phone's operating system isn't updated. 
  • The stored app data is full. 

 

You'll first have to update your phone's operating system to the latest version. Since you're using iOS, just go to the Settings. Then, tap General and hit Software Update

 

Then, let's clear the app data. This helps the app to get a clean slate to function effectively. Here's how: 

  1. Go to the Menu (three horizontal lines) icon at the top right.
  2. Choose Help & Feedback
  3. Select Refresh Data.
  4. Click Refresh.

However, if the same issue persists, you'll have to uninstall and reinstall the app. This fixes the unexpected behavior of the product.

 

To learn more about the troubleshooting steps above, go through this article: Resolve Mobile App-related Issues

 

The mobile app's functionalities vary from one kind of phone model to another. To easily compare the features available on each supported device, see the chart through this article: Compare Mobile App Features

 

Just click the Reply button below if there's anything else you need. Have a great day, Dan. 

View solution in original post

-Dan-
Level 2

Why are my JPG receipts showing up as blank white squares on the mobile app, but display fine on the web version of QB online?

Solved!

 

Refresh Data did the trick. no need to reload the app or update the OS.

 

Thanks!!

Tori B
QuickBooks Team

Why are my JPG receipts showing up as blank white squares on the mobile app, but display fine on the web version of QB online?

Happy Friday, @-Dan-.

 

I'm delighted to hear that was able to resolve your issue.

 

Feel free to reach back out anytime you have questions or concerns. We're always happy to lend a helping hand. Take care and have a great weekend!

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