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teamhappydog
Level 1

Anybody else having trouble with their iPad Pro and QuickBooks online? Can’t see everything...formatting off...unable to scroll the page etc. Thanks for your thoughts.

 
50 Comments 50
Alessandra_B
QuickBooks Team

Anybody else having trouble with their iPad Pro and QuickBooks online? Can’t see everything...formatting off...unable to scroll the page etc. Thanks for your thoughts.

Hello @teamhappydog,

 

Let me guide you in performing some troubleshooting steps to view your account.

 

If you’re referring to the mobile app on your iPad Pro, I suggest you uninstall then reinstall it again. After reinstalling the app, try logging back in to your account.

 

But if the issue persists while you’re logged in through your iPad’s browser, I suggest using a private browser on your device. This way, you’d know it is caused by a browser issue on your device.

 

Also, I also suggest logging in to your QuickBooks account using another browser on your device.

 

Let me know if you have any other questions by clicking on the Reply button below.

Carpediemck
Level 2

Anybody else having trouble with their iPad Pro and QuickBooks online? Can’t see everything...formatting off...unable to scroll the page etc. Thanks for your thoughts.

 

I have been battling with this issue for over two years now with the iPad Pro 12.9 and QuickBooks online. As professional and courteous as the web developing team is over a QBO, they don’t have the answer and we’re completely ignorant of the situation.I then went to Apple and raised hell, they finally did a hardware swap. It did nothing!

 

I finally came across. SKYFIRE  in the App Store. It is not 100% but is 1000 times better than safari Firefox Internet  Explorer or chrome.

 

The biggest issue I had was being able to hit the little drop-down button next to the save and close button at the bottom right hand of the screen every time you do one of the transactions from the drop-down. The trick is to turn it in landscape mode and not to readjust The screen.

 

I hope this helps! 

 

 

Kkdistler
Level 1

Anybody else having trouble with their iPad Pro and QuickBooks online? Can’t see everything...formatting off...unable to scroll the page etc. Thanks for your thoughts.

Same problem.  Can not scroll down on reports and other items.  iPad Pro 12.9 gen 3.

 

Tried Safari and Chrome.  No help.

 

Works fine on old iPad Pro gen 2 and surface pro.

Catherine_B
QuickBooks Team

Anybody else having trouble with their iPad Pro and QuickBooks online? Can’t see everything...formatting off...unable to scroll the page etc. Thanks for your thoughts.

We can perform a few troubleshooting steps to other devices, Kkdistler. 

 

The app's cache can sometimes cause the app not to function well. Let's reset the app data to clear its cache. Click Help and then choose Reset App Data. Let's access your reports afterwards. 

 

If you get the same thing, we can uninstall and reinstall the app. Please refer to this article where you can install the app: How to download the QuickBooks Online mobile app

 

Let me know if you have further concerns. I'm here to help. 

nikblanch
Level 1

Anybody else having trouble with their iPad Pro and QuickBooks online? Can’t see everything...formatting off...unable to scroll the page etc. Thanks for your thoughts.

I’m having the same issue in browser and tried several. So frustrating. I don’t like to use the app because it doesn’t show if the transactions have cleared or not and overall layout. Limited reporting too. 

KhimG
QuickBooks Team

Anybody else having trouble with their iPad Pro and QuickBooks online? Can’t see everything...formatting off...unable to scroll the page etc. Thanks for your thoughts.

Glad to see you in the Community, @nikblanch.


Aside from the troubleshooting steps you’ve performed, have you tried switching to a different browser or using a private window? Sometimes cache stores up in the system causing problems inside the program. 


Follow the steps below:

  • Safari: 
  1. Open Safari in your iPad.
  2. Tap the Pages icon (consisting of two squares).
  3. Choose Private.
  • Chrome:
  1. Open Chrome.
  2. Tap the Chrome menu button at the upper right-hand corner of the app.
  3. Choose the New Incognito Tab option from that menu.
  • Mozilla Firefox:
  1. Open Firefox.
  2. Tap the Tab icon at the bottom of the screen.
  3. At the top of the screen, tap the Mask button to switch to Private Browsing.

That should do it. Leave a comment below and let me know how this goes. I’m always here to help. Have a good one!
 

Carpediemck
Level 2

Anybody else having trouble with their iPad Pro and QuickBooks online? Can’t see everything...formatting off...unable to scroll the page etc. Thanks for your thoughts.

:( did not work.  I really wish QuickBooks would address this problem on a developer level . 

 

 There is a major disconnect between customer service in the development team, the development team had no idea what I was talking about When I addressed the issue to them..  

 

 The biggest problem is when you click on a sub menu/screen, I.E-creating an estimate from the  transactions drop-down button menu. The secondary screen opens up but it only lets me save and send the estimate, the little button down facing arrow (which allows you to “save and close”) next to that is cut off by the screen.  The secondary screen opens up but it only lets me save and send the estimate, the little button next to that is cut off by the screen.  Nothing seems to be doing the trick either. 

 

QBO...anything? 

JaneD
Moderator

Anybody else having trouble with their iPad Pro and QuickBooks online? Can’t see everything...formatting off...unable to scroll the page etc. Thanks for your thoughts.

Hi Carpediemck,

 

I see you’ve been through a lot trying to fix this behavior in QuickBooks Online (QBO) application and I appreciate you for performing the steps provided by my colleagues. I've read your original post and I'm here to direct you to the right support.

 

Since none of the resolutions work for you, we would need to dig deeper as to what's causing the screen to cut off. To do so, I recommend connecting with one of our experts since they have more tools to perform a screen-sharing session.

 

Here's how:

  1. Sign in to your QBO account.
  2. Go to Help and click on Contact us.
  3. Enter your concern and select Let's talk.
  4. Choose either Get a callback or Message an agent.

You can also provide the link to this post, so you don't have to repeat your concern. From there, they'll be able to help determine and implement a permanent fix that will prevent this from happening again.

 

This should point you in the right direction. You've got me here if you have any concerns. I'll be around.

Yas_the_man
Level 1

Anybody else having trouble with their iPad Pro and QuickBooks online? Can’t see everything...formatting off...unable to scroll the page etc. Thanks for your thoughts.

I am not sure any of the QuickBooks team understands the problem. All the answers are irrelevant. Please open QuickBooks online on an newer iPad in Safari or Chrome, and then open “any” list or register and you cannot scroll down or reach the drop down arrow in the bottom right corner or many of the functions on the edge of the screen. Please try to reproduce the problem before offering irrelevant solutions. 

 

We need this display issue fixed ...or the app brought on par with the desktop version full functionality).

JaneD
Moderator

Anybody else having trouble with their iPad Pro and QuickBooks online? Can’t see everything...formatting off...unable to scroll the page etc. Thanks for your thoughts.

I appreciate you joining us in this thread, Yas_the_man.

 

You're able to scroll down to the bottom of the screen where the scroll bar is located. Please see attached screenshot for your reference.

 

Bank register.PNG

 

As of now, we haven't received any related issues about this. If the same thing happens, I recommend contacting our QuickBooks Support Team to have this checked. They'll be able to initiate a remote session and escalate this for further isolation.

 

You can get our contact information by following the steps above. 

 

Let me know how this goes. I'll keep an eye to your response.

Jatack
Level 1

Anybody else having trouble with their iPad Pro and QuickBooks online? Can’t see everything...formatting off...unable to scroll the page etc. Thanks for your thoughts.

I have the same problem with my new 3rd generation iPad Pro 12.9in display. You are unable to run QBO through any browser. Screens get cut off, scrolling doesn’t work, once you get into the writing Checks sub screen you are stuck there. Does not work in normal or Private mode on any browser. The iOS app is useless as it does not have the same functionality as either the desktop version or QBO. I wish the developers at Intuit would fix this as more people are starting to use iPads for there day to day work.

RaymondJayO
Moderator

Anybody else having trouble with their iPad Pro and QuickBooks online? Can’t see everything...formatting off...unable to scroll the page etc. Thanks for your thoughts.

 

Thanks for joining this thread, @Jatack

 

We want to make sure this will get addressed right away and I'd like to redirect you to the right support.

 

Since none of the troubleshooting steps work on your end, I suggest contacting our QuickBooks Online Customer Care Team. They'll be able to determine the root cause of this issue. They can also provide a permanent solution to help fix the scrolling issues when running QBO on any browser on your iPad. 

 

You can reach out to them by performing the steps provided by JaneD above. You can also visit this article on how to contact them: Customer Support Team

 

In case you want useful resources in using QBO mobile app, here's a great article you can refer to: Mobile Applications Hub

 

This will get you on the right path, @Jatack

 

I'll be here to lend you a hand if there's anything else you need. Have a good day. 

CKoch
Level 1

Anybody else having trouble with their iPad Pro and QuickBooks online? Can’t see everything...formatting off...unable to scroll the page etc. Thanks for your thoughts.

Plus one for me, too. Only use an iPad 11” pro for all my work as an Office Manager, and the only thing I can’t do/use is QBOnline. It’s extremely frustrating. Been a QuickBooks customer since 1994! Same issues as mentioned by others, scrolling, no “Save & Close” button selection, etc. Tried Firefox, Chrome, Safari. Will have to switch to another accounting option, if Safari on IOS 13 doesn’t fix this, since QBooks doesn’t seem to want to.

1231 4627 3526 729
Level 1

Anybody else having trouble with their iPad Pro and QuickBooks online? Can’t see everything...formatting off...unable to scroll the page etc. Thanks for your thoughts.

Yep. I have the same problem. 

 

Seems obvious to me me that it’s one for Quickbooks to sort out rather than the user!!

Ewan66
Level 1

Anybody else having trouble with their iPad Pro and QuickBooks online? Can’t see everything...formatting off...unable to scroll the page etc. Thanks for your thoughts.

I’m having the same problems with the browser window on an iPad Pro 12.9, extremely annoying. I’m also a java dev and know the problems one can encounter with multiple devices etc, but it would seem that no devs from QB want to get involved or acknowledge this problem. It is a simple problem to view just get an iPad!

Anni
Level 1

Anybody else having trouble with their iPad Pro and QuickBooks online? Can’t see everything...formatting off...unable to scroll the page etc. Thanks for your thoughts.

Please QuickBooks, sort this out, make your software iPad Pro friendly or we'll all be converting to MYOB etc.

TenTwoProperties
Level 2

Anybody else having trouble with their iPad Pro and QuickBooks online? Can’t see everything...formatting off...unable to scroll the page etc. Thanks for your thoughts.

Same issue with me, iPad Pro 12.9.  Hard to scroll and screen cut off.  Example, on the reports page if I try to edit any of the filters I can’t get to the Run Report button to update it.  It’s off to the right of the screen and if I swipe over it briefly appears and then the browser forces it back.  Please help since reports aren’t offered in the mobile app.  I’ve tried safari, chrome, Firefox, and dolphin.  All apps are updated, and I’ve tried in all private modes.  I’ve had this issue for months and it continues.  Considering QBO keeps increasing the price, there should be resources that can focus on this fix.

JaneD
Moderator

Anybody else having trouble with their iPad Pro and QuickBooks online? Can’t see everything...formatting off...unable to scroll the page etc. Thanks for your thoughts.

Hi TenTwoProperties,

 

I appreciate you giving us the detailed information about your experience when using QuickBooks Online (QBO) on iPad.

 

Since I want to get this resolved, I highly recommend contacting our QuickBooks Technical Support Team for further investigation. From there, any compiled information from you will be escalated to our engineers to implement a permanent fix.

 

Here are the steps to reach them:

  1. From the Hamburger icon menu, choose Help & Feedback.
  2. Select Help & Support.
  3. On the What can we help you with? page, choose a topic.
  4. Scroll down to the bottom and click on Get Phone Number.

Please let me know if you have any other concerns. I'm always around to help. Wishing you a good one.

TenTwoProperties
Level 2

Anybody else having trouble with their iPad Pro and QuickBooks online? Can’t see everything...formatting off...unable to scroll the page etc. Thanks for your thoughts.

Thanks. It sounds like others have been going through the troubleshooting steps for months. Is there a timeline on the resolution of their cases as it should resolve mine? I would’ve assumed the engineers were already trying to address it as I’ve seen many similar issues reported online. 

TenTwoProperties
Level 2

Anybody else having trouble with their iPad Pro and QuickBooks online? Can’t see everything...formatting off...unable to scroll the page etc. Thanks for your thoughts.

Checking back in to see what the status was of the other issues.  Can you advise?

KhimG
QuickBooks Team

Anybody else having trouble with their iPad Pro and QuickBooks online? Can’t see everything...formatting off...unable to scroll the page etc. Thanks for your thoughts.

Hello, TenTwoProperties.


As previously mentioned by my colleagues, there’s currently no open investigation regarding the display issue of QBO on an iPad. I highly recommend giving our Customer Care Team a call for assistance in creating a ticket to get this problem taken care off by our engineers.


They have tools capable of pulling up your account in a secure environment, which we are unable to do so here in the Community for security reasons, and help provide additional troubleshooting solutions using screen-sharing. With this report, our support team can look for a permanent solution and apply it to all users experiencing the same concern.


Please follow the steps provided by my colleague JaneD to contact them. In the meantime, I suggest checking out this article that talks about compatible browsers for tablet/mobile devices for reference: QuickBooks Online access for mobile devices.


Let me know how the call goes and if you have additional questions. I’m always here to keep helping. Wishing you the best!
 

Frustratedashell
Level 1

Anybody else having trouble with their iPad Pro and QuickBooks online? Can’t see everything...formatting off...unable to scroll the page etc. Thanks for your thoughts.

How can there NOT be an active investigation on this???? There are several complaints about this over a long period of time.

 

I too am having the same issues. I’ve tried different browsers, private vs non-private mode, landscape vs portrait orientation, and the app vs browsers, and there seems to be no solution where things work like they are supposed to.

 

Obviously QBO on an iPad is a problem that needs to be fixed.

 

I followed your colleague’s instructions on user feedback and all I got was a blank pop-up window with no ability to even provide feedback. If I can’t provide the feedback, how can I expect anyone to understand the problem. But, it appears, that even though many others have voiced their concerns, Intuit/QB seems unconcerned about fixing this.

 

I suggest an investigation and resolution be undertaken immediately.

JanyRoseB
QuickBooks Team

Anybody else having trouble with their iPad Pro and QuickBooks online? Can’t see everything...formatting off...unable to scroll the page etc. Thanks for your thoughts.

I appreciate you for taking the time to share your concern here in the Community, @Frustratedashell.

 

I understand that you've been through a lot in resolving your concern about your experience when using QuickBooks Online (QBO) on iPad. And this is not the kind of service we want you to experience.

 

As much as I would love to handle this directly, creating an investigation about this issue requires your company information which I am unable to do in this public forum for security purposes. I encourage you to contact our QuickBooks Online Support Team, they have additional tools to pull up your account and investigate this further. 

 

You can contact our customer support by following the steps provided by my colleague JaneD. 

 

Once the investigation has been open, you’ll be receiving an email notification about the updates and progress of the investigation. 

 

Please know that you're always welcome to post if you have any other concerns related to QuickBooks. The Community will always here to help you out.

Giff73
Level 1

Anybody else having trouble with their iPad Pro and QuickBooks online? Can’t see everything...formatting off...unable to scroll the page etc. Thanks for your thoughts.

To add to the above long line of requests for solution...  First request is please do not just automatically paste a reply saying you would like to help and we should just contact this person and that person so they can run through setting changes, private browsers, format settings etc.  I, along with probably everyone else , have been through all the online chat help, phone calls, emails and processes suggested.  It does not work.

 

Please can the compatibility issues be resolved with QuickBooks at the development level where the issue lies.

 

Please can you confirm that the issue has been logged and Quickbooks are aware as every time I speak with ‘help’ they have ‘never heard of such a problem.  Company policy to not admitting to a fault does not negate the fault.

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