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Level 1

Mobile App not recognizing account made on desktop

I recently opened a Quickbooks account for my business. I created the account without any issues on desktop. When I downloaded the app to track my mileage, it asks me the same questions again to create an account. Then, I took car trips today and the mileage recorded on the app but was not visible on the desktop login.


My email is the same for both accounts, so I don't understand if it's an issue of creating duplicate accounts, or something else. Thank you.

3 Comments 3
QuickBooks Team

Mobile App not recognizing account made on desktop

Hi there, @pomalyev1006.


Allow me to share some troubleshooting steps you can do to fix this.


First, I'd like to know if you're using the QuickBooks Desktop App powered by Windows? If yes, you may need to reset the app by clicking on the Help menu then selecting Reset App Data. If not, you can always drop a comment to let me know so that I can assist you more with this.


Then, check if you're still not able to see the mileage you've tracked on your phone. If you're still not able to see that, you can confirm it by logging in to QuickBooks Online through your preferred browser.


If you're able to see the transaction, you'll want to uninstall and reinstall the app. This depends on your operating system, you can follow the steps under the How do I uninstall the app? section in this article: QuickBooks App for Windows and Mac: General support.


I've added this article that can help you how to manage your mileage in the future: Automatically track mileage in QuickBooks Online. This also contains a sub-article on how to fix tracking issues in the mobile app.


I'm here to help if you need further assistance. Feel free to tag my name in the comment section below. 

Level 1

Mobile App not recognizing account made on desktop

Tried to log into desktop a moment ago and it said the password was incorrect. I tried a couple more times in case I fat fingered something but no luck. I reset the password and still no luck. Mobile however seems fine.



ToysRUS Credit Card Login

Candice C
QuickBooks Team

Mobile App not recognizing account made on desktop

Good morning, @Pfannerstill


Thanks for joining in on this thread. It's my priority that you're able to get this resolved. 


Since you're stilling have issues with logging in and the mileage that's in your QuickBooks Online (QBO) account, then I recommend contacting our Customer Support Team. They use more advanced tools to get to the bottom of why this may be occurring. Here's how: 


  1. Go to the Help icon in the top right-hand corner. 
  2. Press the Contact Us button. 
  3. Give a brief description of the problem and hit Let's talk
  4. Scroll down and choose to Get a callback


That's all there is to it! In addition, check out our tutorials page to see other available features in your QBO account. 


Let me know how it goes. I want to make sure that you're taken care of today. Should you need any further assistance, feel free to ask. I'm only a few clicks away if you need me. Have a great day!

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