cancel
Showing results for 
Search instead for 
Did you mean: 
Mileage tracking issues
Level 1

Mileage tracking issues

Complete malfunction. 

10 Comments
IamjuViel
QuickBooks Team

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.

tgreg
Level 1

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. 

IamjuViel
QuickBooks Team

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.

tfoley
Level 1

Mileage tracking issues

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

Mark_R
QuickBooks Team

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.

Notquickatallbooks
Level 1

Mileage tracking issues

Mileage rules don’t work. I setup rules and apply to all and nothing gets sorted except the one I did manually.

Notquickatallbooks
Level 1

Mileage tracking issues

Rules aren’t working

 

 

Angelyn_T
QuickBooks Team

Mileage tracking issues

Thank you for joining the thread, @Notquickatallbooks.

 

There may be problems with the rule created. To isolate the problem, you can start by deleting it, then ensure that your application is updated.

 

To delete the rule on the android phone:

 

  1. Click on the  ≡ menu, then select Settings.
  2. Tap om Manage Mileage Rules or Manage Transactions Rules.
  3. Select the rule you want to delete, click Delete Rule and hit Delete to confirm the action.

Once completed, restart your phone, then recreate the rule. For your reference, check out this article: Create rules to speed up reviews in QuickBooks Self-Employed.

 

If the issue persists, I encourage reaching out to our Support Team to check and review the rules further. To contact support, check our Contact QuickBooks Self-Employed Support page for your guide.

 

Let me know if you have any other questions. I'm always here to help. Have a good day!

custerfinancialc
Level 2

Mileage tracking issues

I am having the same issues. I tried all the fix actions. 

Catherine_B
QuickBooks Team

Mileage tracking issues

Hello there, custerfinancialc. 

 

I appreciate that you've done the troubleshooting steps provided by my colleagues. We can further look into your account by reaching out to us. Our phone support will investigate the issue since it persists after doing the given steps. 

 

Here's how to reach out to us using a web: 

  1. Let's log in to our account. 
  2. At the upper-right click Assistant.
  3. Enter Talk to human twice.
  4. Click I still need a human
  5. Select to either Message an agent or Get a callback

If you're using a mobile app, you can use this article: Contact QuickBooks Self-Employed Support

 

Reach out to me if you need anything else. Thanks!

Sign in for the best experience
Ask questions, get answers, and join our large community of QuickBooks users.
Sign In / Sign Up

Need to get in touch?

Contact us