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jeff4110
Level 2

Mileage Tracking in Mobile App not working

The miles I am driving stopped being recorded in the Quickbooks mobile app last week Monday, April 12th.  The miles have been recorded in the QuickBooks self-employed mobile app since April 12.  All of my settings on my phone and app haven't changed and should be recording the miles. Did something change after April 12 in the mobile app that its not picking up the miles?

12 Comments
JasroV
QuickBooks Team

Mileage Tracking in Mobile App not working

I appreciate you for sharing the details of the issue you're having in tracking your mileage, Jeff.

 

I can share some troubleshooting steps to fix this. First, let’s ensure the auto-tracking is turn on. There’s a possibility the feature is turned off, thus it wasn't able to record the miles. Let me guide you through the steps

 

If you're using an iOS device:

 

  1. Select the Menu ☰ icon.
  2. Click All.
  3. Select Mileage.
  4. Click Auto-track your miles.
  5. Follow Allow location access onscreen instructions.

 

If you're using an Android device:

 

  1. Select the Menu ☰ icon.
  2. Go to the Mileage menu.
  3. Select Auto-track your miles.
  4. Then give QuickBooks permission to track your location

 

Then, check your device’s location settings. For the complete troubleshooting steps, check out this article: Fix mileage tracking issues in the QuickBooks Online mobile app.

 

With regards to the miles that were not recorded, you’ll want to enter them manually in your QuickBooks Online (QBO). Let me guide you how.

 

  1. Go to the Mileage or Trips menu​.
  2. Select Add Trip.
  3. Add the trip date, starting and ending point, distance, and the purpose.
  4. Then select Submit.1.PNG

     

 

You might also want to visit this link for additional details in tracking your mileage: Automatically track mileage in QuickBooks Online.

 

Let me know if you have other questions tracking your miles in QuickBooks. I’ll be around ready to lend a helping hand. Keep safe!

jeff4110
Level 2

Mileage Tracking in Mobile App not working

Thank you for your response.  I had all of those settings set before this started. I had one trip on Wednesday that tracked.  Other than that, I have not had any trips track since April 12.  The app was doing great before that.  Is there an app issue? Is anyone else having this issue?

JenoP
QuickBooks Team

Mileage Tracking in Mobile App not working

Thanks for getting back to this thread and keeping us updated, jeff4110.

 

I checked our records and I can't see any investigation or any changes made to the app last April 12. Can you also tell us if you're using the QBSE or QBO mobile app?

 

Aside from the steps that were shared in the original response, I have a couple more troubleshooting to recommend that can resolve mileage tracking issues if you're using the QBSE mobile app. 

 

  1. When you start your trip, open and sign in to the QuickBooks Self-Employed app to ensure the app is running in the background.
  2. If your battery runs out or your phone restarts, open the QuickBooks Self-Employed app and sign in again. 
  3. Be aware that if you're in stop-and-go traffic, the app may record multiple short trips instead of one trip.

 

You also mentioned that you already made sure that the settings are correct, I'd recommend reaching out to our chat or phone support teams for QuickBooks Self-Employed. They can take a closer look at this to determine what's causing the issue.

 

Here's an article to get their contact details: Contact QuickBooks Self-Employed Support.

 

Please don't hesitate to reply again or visit the Community if you need anything else. We're always here to help. 

jeff4110
Level 2

Mileage Tracking in Mobile App not working

Hi JenoP,

 

I am having issues with the QuickBooks app, not the QB Self-Employed App.  I am having no issues tracking mileage in the QB Self Employed App.  Should I have the QuickBooks app open when I am driving? Would that help at all?

KlentB
QuickBooks Team

Mileage Tracking in Mobile App not working

Hi there, gjeff4110.

 

Yes, you're correct. By default, the program will only track trips when it's open and active on your screen. You'll want to make sure that the QBO mobile app is always running in the background so it can seamlessly gather information based on your location.

 

If you're using an iOS device, follow these steps in reviewing your location settings to ensure that your device and app are set up to track trips.

 

  1. Go to your iPhone or iPad's settings.
  2. Scroll down and then select the QBO mobile app.
  3. Select Location and then choose Always. Don't select the While Using the App option. This won't let the app track your mileage consistently.
  4. Turn on the Motion & FitnessBackground App Refresh, and Cellular Data options.
  5. Close your settings.
  6. If you see a message about background location use, select Always Allow

For Android devices, you can follow the instructions on this page: Manage your Android device’s location settings. However, if the issue persists, I recommend performing the additional troubleshooting steps in this article: Fix mileage tracking issues in the QuickBooks Online mobile app.

 

In addition, here are some resources that you can read to help monitor and manage your  business miles and vehicle expenses in the program:
 

Drop me a comment below if you have any other concerns or further questions about mileage tracking. I'm always here to back you up.

Rob116
Level 1

Mileage Tracking in Mobile App not working

I am having the same issue from the same time frame as the person above. I sent a request into QuickBooks and haven’t gotten a reply. My app location is set to always and motion and fitness is set to on as well. So frustrating to pay for something that doesn’t work and also to request help and get no response.

MarsStephanieL
QuickBooks Team

Mileage Tracking in Mobile App not working

I appreciate for sharing your concerns here in the Community, @Rob116.

 

I can see how that would be difficult not being able to fix QuickBooks Online (QBO) app's location tracker after contacting the support. Let me help you assess this further. I'd like to know if you're able to do the app troubleshooting steps, such as uninstalling the application to start with a clean slate. If you haven't done it yet, I'd suggest performing it to remove any data issues.

 

Here's how you can uninstall the QBO app on your phone:

 

  1. Go to the Settings and select Apps.
  2. Locate the QBO app and tap Uninstall.

After that, you can restart your phone and then reinstall the QBO app to check if the location tracking is correct. I've added the links to the App stores for Android and IOS:

 

If the issue is still the same, I'd recommend contacting our Customer Care Team to raise this issue to our product engineers to continue the assessments.

 

You may also refer to my colleagues' relevant articles to manage your QuickBooks Online Mileage tracking feature. Thank you for your patience and know that you are working diligently to get this fixed!

mbockr01
Level 1

Mileage Tracking in Mobile App not working

I'm also having issues, my app stopped auto-tracking on 4/14/21.  I have checked EVERYTHING suggested on these message posts.  One thing I noticed is that I don't have a "Motion & Fitness" toggle in the app, where the background refresh option is.  On my iPhone settings under Motion & Fitness, Quickbooks is not listed.  Yet when I go to the app's mileage troubleshooting, it has a green check mark next to Motion & Fitness.  I have un-installed the app, I have checked that it is "always on", I checked location services in my phone settings, literally everything I have found to try.  Something obviously happened the week of 4/12 since others are saying their app stopped tracking that week.  I have used the app routinely for over a year and had no issues until 4/14/21.

Adrian_A
Moderator

Mileage Tracking in Mobile App not working

It isn't the kind of experience that we want you to come across, mbockr01.

 

Upon checking on my end, we already created an investigation about this and it's still ongoing. Though, our engineers provided a workaround. 

 

For us to keep track of the trips, we'll have to manually create trips. Let me guide you how:

 

  1. Sign in to QuickBooks Online in a web browser.
  2. Go to the Mileage or Trips menu​.
  3. Select Add Trip.
  4. Add the trip date, starting and ending locations, distance, and the purpose.
  5. Select Save.

 

Also, I'd recommend reaching out to our Phone Support team so you'll be added as one of the affected users. Here's how:

 

  1. Log in your account on a web  browser: qbo.intuit.com
  2. Click the ? Help icon.
  3. Under Assistant, select Talk to a human.
  4. Enter Mileage tracking in the QuickBooks Online app stop working.
  5. Enter I still need a human.
  6. Click Get help from a human.

 

I've also added this reference for more information about mileage tracking: Automatically track mileage in QuickBooks Online.

 

We appreciate your patience while we're working to have this issue a permanent fix. I'm just around if you have other concerns with mileage. Be safe!

Jbuff6
Level 1

Mileage Tracking in Mobile App not working

We have had the same issue since the same time frame. Have also completed all of the troubleshooting steps  

All settings are as recommended 

trios are still not being tracked properly 

 

there is an issue somewhere within the app. Our accountant has other clients experiencing this as well. 

SYNx
Level 1

Mileage Tracking in Mobile App not working

The iOS and the QuickBooks Online option does not work for me. It is telling me this function is only available for master admin. Could you please advise if this function can be extended to other users?  

RCV
QuickBooks Team
QuickBooks Team

Mileage Tracking in Mobile App not working

Let me share some information about tracking mileage in QuickBooks Online (QBO), SYNx.

 

We need to check your driver's user permissions before we can turn on mileage tracking and add a vehicle. If you haven't already, you can change your user permissions so your driver can track their mileage. Only the admin users can track mileage in QBO. The primary admin is the main user who has access to every part of the QuickBooks account. 

 

Once you are the admin, follow the steps and details in the Automatically track mileage in QuickBooks Online article to record your business miles and vehicle expenses in QuickBooks. Just in case you encounter an error, see the Fix mileage tracking issues in the QuickBooks Online mobile app article to troubleshoot the issue.

 

Feel free to visit our Help Articles page for more insights about running your business in QuickBooks. 

 

I'm just one post away if you need a hand with running reports or any QBO related. I'll be here to ensure your success. Have a great weekend. 

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