New QB online rollout

I see that the new rollout doesn't meet your expectations, especially the increased number of steps required to perform tasks, dmccorry. 
 

The problems regarding invoices not appearing for clients and the screen freezing issue you discovered are disconcerting. Did you experience this issue using a web browser? If so, I recommend doing the steps below if you haven't tried it yet. 
 

Let's use a private browser or an incognito window upon logging in to your account to isolate this. This prevents your browser from storing additional cache files. 

• For Chrome, press and hold Ctrl + Shift + N
• For Firefox, press and hold Ctrl + Shift + P
• For Safari, press and hold Command + Shift + N

If it works fine, we can optimize the browser's performance by clearing the cache and temporary internet files. Another way is to use compatible browsers with QuickBooks Online.

Regarding the printing invoices from your phone and any other experiences you have encountered with the new QuickBooks Online rollout, I suggest providing direct feedback to our product engineers.  This feedback will help them improve the system and provide a better user experience for you and other users.

1. Go to the Gear icon.
2. Select Feedback under Profile.
3. Enter your suggestion. Then, click Next.
   
    

The problems occur using the QB app, which worked without problems prior to the new rollout. Yes, not being able to accurately track invoices is incredibly disconcerting. I don’t understand how this product was put to market, the old product worked really well. 

Thanks for taking the time to provide further details regarding your concern, @dmccorry. We are committed to delivering the best possible experience to our valued customers like you. Let me guide you to address this matter and get you back to business with QuickBooks.

Since you're using the QuickBooks mobile app, let's perform some troubleshooting steps to refresh the data on your mobile device. Before proceeding with the steps, ensure you have a stable internet connection. Then, follow the steps below:

For iOS:

1. Go to Menu ☰ and tap Help & Feedback.
2. Select Refresh Data. It may take a few minutes.
3. Click Refresh to confirm.

For Android:

1. Go to Menu ☰, then tap More Options⋮.
2. Click Settings, then select Refresh Data.
3. Hit YES to confirm.

If the issue persists, you can uninstall and reinstall the app and see if you're still experiencing the same thing with the new rollout. 

Additionally, you can visit this article to see the different features available in the mobile app: Compare mobile app features.

Please don't hesitate to reach out if you have other inquiries about the new rollout or other QuickBooks-related matters. Our team is available 24/7 and is committed to assisting you in any way possible. You may leave a reply or visit the Community page for further information. Stay safe and have a great day ahead!

Thanks. I have an iPhone. When I click the menu icon there is no icon for help & feedback. There is a help icon but clicking on it does not populate an option to refresh data. 

I appreciate you for getting back and letting us know the outcome of the steps provided by my peer above, @dmccorry. I’m here to ensure this concern will be attended to accordingly with our support.

Currently, we have an ongoing investigation about invoices being missing in question when searched using the mobile app. Right now, our engineers are working diligently to get this sorted out and resolved as soon as possible. Since they are working on this internally, please know that we cannot provide a turnaround time regarding their efforts.

Also, there are slight delays in keeping our resources up-to-date about the Refresh App Data fixes. Hence, you can clear the app data within your phone settings, and select Offload app to free up the storage without deleting the documents and data for the app.

Moreover, to ensure you'll get an update about the resolution status, I recommend contacting our QuickBooks Support Team. This way, they can add your company file to the list of affected users and provide this investigation number for easy tracking: INV-95219.

You can follow the steps below by logging in to your account within your mobile or desktop browser:

1. Sign in to your QuickBooks Online account.
2. Click the Help button.
3. In the QuickBooks Assistance chat box, select Talk to a human and or tap the Contact Us button at the bottom.
4. Then, type in your reason for contacting us in the What can we help you with? Box and click Continue.
5. From there, choose a way to connect with us; either to Chat with us, get a Callback, or call our support line directly by getting our Phone number.

Additionally, refer to this article for other options when contacting them. You can also scroll down to the bottom to take note of their support schedule and hours: QuickBooks Online Support.

While waiting for its resolution, you can temporarily use your browser to look up or track your invoices and print them there.

Once resolved, you can mark this paid once you receive the actual payment for this one. I have an article here where you can refer to keep your records accurate: Record invoice payments in QuickBooks Online.

We appreciate your patience while we’re working on this one. Other than that, I’ll keep this thread open if you have more concerns with any QuickBooks-related matters.

Okay, I will hope the engineers get the bugs fixed quickly. Leaves me salty in the mouth, your customers are now paying more money for a product that is inferior to the old one. Other issues include: you can no longer get an invoice to auto populate the terms of payment, it has to be re-entered with every invoice. Same with selecting the account invoices get deposited too, I can no longer set a default account and have to re-select the account every time. I used to recommend Quickbooks online without hesitation to other business owners. Recent changes will give me pause to giving that recommendation unless the bugs are fixed and unnecessary and convoluted steps removed from the new rollout. 

I’m also aware of a business owner whose entire data entry for his bookkeeping disappeared after the new rollout was released. He was able to get it resolved by contacting customer service but if my anecdotal evidence speaks to anything, it seems this product was rushed to market. 

But on the bright side I’ve earned nine badges and been bumped up to “level 2” since joining this conversation. I can’t accurately track my money but I do have that going for me, which is nice.

I just discovered another bug, a client just sent me this:

“We will get a check in the mail tomorrow. I just thought I'd mention that when I clicked on the "View Details" button to see the invoice, I got a message from my antivirus software that it wasn't a safe link (since the security certificate didn't match??). I was able to download the attached PDF, so it wasn't a problem. I just thought I should share the notification I got when I tried to go to the invoice via the Quickbooks link. I'm generally clueless about these things, but I just mention it in case your QB platform is causing these notifications?”

I still haven’t found a single aspect of the new rollout that is improved, but the bugs keep popping up. You had a great product, I would love to see Quickbooks scrap this new rollout and go back to the former system. I’ll be shopping for a new bookkeeping and payroll service of these problems aren’t resolved asap. Personally I feel it would be appropriate for Intuit to give credits on invoices for affected clients. This is not acceptable.

Another bug just popped. All my unpaid invoices have been rounded up to the nearest dollar. This creates a bookkeeping nightmare. Seriously, what is going on Intuit? You have totally screwed up what was a great product. Extremely frustrated and annoyed.

One of our main issues with the new invoice is the limit of custom fields to 3. We had just a few more than that which were important for our workflow. The change was also sudden and without warning. Most of the processes we use are now buried in side panels and drop down menus. The button that needed to be pressed to receive a payment was right where you needed it to be. Now it is a wild goose chase to find it. The only thing that is good about it is that it looks a little bit better. Unfortunately, the functionality is far worse, takes more time, and came without warning during one of our busiest times of the year. Total failure in our opinion.

Couldn't agree more!

This is one of the worst rollouts of a new system I have ever seen (and I am a "beta tester.")

No announcement to tell us it was coming. No help pages or how to video's , Just open and everything has changed.

Hey Intuit/Quickbooks! A lesson in business for you! The faster the invoice is produced, the sooner it's paid!

I opened the app to find everything had changed for the worse. I am self-employed and I have tied myself to work with a company which (unfortunately) uses this software for invoicing.

I am given a written worksheet telling me who my customers are for the week and each job has a qb invoice number beside it.

I do the job and then make whatever amendments I need to ensure that the customer is billed correctly.

Now! Guess what? Some idiot had the clever idea of removing the "search bar" I type the invoice number or customer name into.

We take pictures on the job and now that is more complicated. Do you guys have the first clue what you are doing?

You update software without testing it properly on the various platforms, so often it doesn't work properly.

I dread seeing quickbooks on my list of Iphone updates.

You update software processes without telling the people who use it how to use it.

And don't get me started on trying to remember 10 new invoice items to find I'm being arbitrarily and randomly "signed out" during an invoice or pestered by a "pop up" survey.

What you need to do is:

Immediately roll the software back so that it can be used again.

If you want this new format, introduce it gradually with video tutorials.

Stop signing users out while they are "working an invoice."

Stop getting in users way with pop up surveys while they are trying to "work" an invoice.

I am guessing that the author of this discussion is suffering one of your poorly tested updates that you didn't bother testing on his equipment model before releasing it "into the wild."

I can only imagine your frustration and disappointment with the recent changes, British Bob. 

I assure you that your concerns are being heard, and we are continuously working to enhance the user experience. While updates are essential for innovation, I understand that abrupt changes can be disruptive. We'll also strive to communicate updates effectively and provide resources such as help pages and video tutorials to assist users in adapting to the new system.

Your feedback regarding these specific features is highly valuable, and I will ensure that it is relayed to the appropriate team responsible for evaluating user concerns. We recognize the importance of a seamless and efficient invoicing process, and we apologize for the disruptions caused by unexpected sign-outs or pop-up surveys. Rest assured, we are actively working to optimize these aspects and minimize any interruptions during your workflow.

While an immediate rollback of the software may not be feasible, please be assured that our team is committed to addressing the issues you've raised on time. In the meantime, I would encourage you to officially submit your feedback directly through QuickBooks. This will allow our product developers to know and review all your inputs about the changes.

Here's how:

1. Go to the Gear  icon, then Feedback.
2. Enter your comments or product suggestions.
3. Then click on Next to submit.

You can also visit our View all help website for more related topics and helpful articles that will certainly help you with any tasks.

Thank you for your patience and understanding. Your feedback is invaluable in helping us enhance our software and provide you with a better user experience. If you have any further questions or need additional assistance, please don't hesitate to reach out.

Providing feedback literally does nothing! I submitted a ton of feedback on the flaws of the new layouts PRIOR to you making them a requirement and the feedback went unheard! We are now stuck dealing with a very frustrating application. 

No! You can’t imagine my frustration because you would have tackled some of these issues long ago. I cannot believe no one has complained about surveys or being signed out when you are actually working an invoice. And of course it keeps happening. I see also here that the new rollout was complained about before it was rolled out for general use. Yet you still rolled it out anyway!

so, I won’t be providing feedback through the app because you guys don’t seem to read or act on the feedback. 

I note in your reply that you say you can’t roll this back. That is proof right there. You updated despite warnings and had no back up plan if iti was unpopular.

i have previously acted in “good faith” and made comments in your surveys and at the apple App Store but you just bludgeon on regardless. 

What is the point of endless surveys if you don’t act on what is said? What is the point of giving feedback at all if you are going to ignore it as you have done in the past. You roll out updates without testing them properly and don’t listen to the feedback. 

if someone says to you that they dread one of your updates then it’s time to look at yourselves and ask why you engender those feelings. 

“Updates are essential for innovation.” How does making a product more convoluted, less intuitive, and more glitchy qualify as innovation? The new online version doesn’t even load smoothly half the time anymore. And sometimes when it finally does, essential icons don’t populate—like the INVOICE ICON. I don’t need corporatese telling me how great the new product is. Intuit needs to admit they screwed up and go back to the old product. I used to recommend QB online without hesitation. Now I tell people about all the new problems whenever someone asks what program I use for bookkeeping. I’ll ditch QB soon if the flaws aren’t fixed.

And....... The nightmares continue!

Having had a little bit longer to use this new rollout I/we seemed to have lost a basic feature and another takes a step backward.

It appears that I can no longer capture a customers signature upon completion of a job, which will make it interesting if someone disputes it. Basic invoicing Quickbooks and you guys are clueless!

Mind you.... You have been clueless about this for a while. Example... I could capture a signature on my phone or Ipad but not on my Microsoft Surface tablet. Do'h!

And attaching photos to your invoice has regressed. Before these pics were never on the phone (or other device.)

Now they are suddenly being stored on the phone and there are extra steps. They also take much longer to upload.

Time to pull your software developers back out of the playpen.

So, here we are, 3 whole weeks later!

What has been done? Nothing!

The problems I and others complained about still exist and there is no sign of them being addressed.

I am sure that if there is any reply it will be along the lines of "give feedback through the app."

One thing is being proved by this forum is that feedback isn't listened too, let alone acted upon.

Whichever way feedback is provided (such as here,) it is ignored!