Mileage tracking issues

1. Check your device's location settings.
2. Disconnect your hotspot while driving (Android only).
3. See if the app is tracking miles.
4. Add the QuickBooks mobile app to your permissions lists.
5. Update the QuickBooks mobile app.
6. Update your device.
7. Change settings on your device.
8. Track trips accurately.

Refer to this article that details the process of each step: Fix mileage tracking issues in the QuickBooks Online mobile app.

You can visit these resources to help you learn more about how to manage trips in QBO:

• Automatically track mileage.
• Set up mileage tracking and vehicles.

This thread is still open if you have other concerns other than mileage in QuickBooks Online. Rest assured that the Community team is ready to help you out. Take care.

Thank you for your response. Somehow I came across the FAQ sheet you refer to right after posting my issue. I've double checked all the Android/phone settings, which were fine(some I had already modified months ago in efforts of improvement. Also, it's a new phone with minimal apps installed as it's a work phone). However, I did enable the "Boost location accuracy" option within QuickBooks settings. I'll see how this helps in the coming days.

I am still confused about one thing. You wrote "please note that you can't add a favorite location having the same address with different streets" which was in response to my wondering why I can't create/save two favorite locations that are geographically close to one another but on different streets(using different favorite names and different addresses). How could QB see it as the same address if they're different streets? When I try to create/save the second favorite the app(or online) indicates I can't because I already have a favorite saved for this location(or something to that effect).

And a follow up issue yet related, if I go to a location geographically close(within a few blocks) to a saved favorite(which has been assigned a specified address) my mileage app will assign my favorite location to that destination yet show an unrelated destination address(which is neither the address of my saved favorite or my actual destination). ***the actual destination accuracy portion may change to some degree with the boost accuracy setting change indicated above. However, once QB assigns my favorite to the trips location it's impossible to modify the trips location without changing the address of the saved favorite(it will continue using the favorites name even if I try to use a different address). Maybe I'm not explaining this clearly enough. Once in the frustrating loop of trying to resolve the problem I loose track of specific messages/responses. But I can't be the only one having these issues.

Thanks again for the assistance.

I appreciate you for getting back in on this thread, AGiff. Allow me to share additional insights and get things cleared out for you.

I can see how convenient it is to efficiently track mileage of your business. With QuickBooks Online (QBO) app, tracking mileage from here will automatically record your work trips. As QuickBooks recognizes the location address created, we can't add them to your favorite lists if the street address is within the same locality as the location. 

Yes, you're right. We also can't add a favorite location if the address added to your list already exists. Also, to help you rule out the issue, we can configure these unusual behaviors when monitoring travels. You can refer to the steps mentioned above to help us identify what causes the concern you're having. 

Moreover, third-party antivirus programs and applications could restrict mileage tracking. We can add the QBO mobile app to your permissions lists. Please refer to the steps below.

Here's how:

1. Go to your device's Settings and select Application manager or APPS.
2. Locate the QuickBooks mobile app and select Mobile Data.
3. Turn on the settings Allow app while data server on, Allow unrestricted data usage, and Allow background data usage.

For additional information, you can visit this article to be more guided: Fix mileage tracking issues in the QuickBooks Online mobile app.

Furthermore, I've added this reference to guide you on how to track mileage reimbursements when employees use their personal vehicle when going on business trips: Reimburse employees' mileage and vehicle expenses in QuickBooks Online.

Let us know in the comments below if you have additional questions about mileage tracking. We're always here to help. Have a good one!

Thank you for responding. I've read your response a few times, unfortunately I can't understand how your response relates to my questions/issues(other than we're both talking about mileage tracking). I tried to be as descript and detailed about my questions/issues, however, I will give my previous posts some thought to see if I can find another way of explaining my questions/issues.

Let me ask this. And again, sorry if my terminology isn't spot on but I hope you're able to understand my question and its purpose. Does the mileage tracking system utilize a loose tolerance? Like "general location" rather than "actual location" tracking? Something akin to "anything within a quarter mile is close enough for us". That might explain why the system thinks two different addresses are the same location(because they're within this "general location" tolerance of one another). Again, these two locations are NOT the same address, are NOT even the same street, but are within a few blocks of one another.

I didn't think to ask this earlier because it seems odd that a numbers company that requires accuracy would not apply that to this portion of their software.

And the issue where I can't create a new favorite if the address is within a few blocks of an already saved favorite...here's my example:

Already saved favorite as follows- Favorite Name= Bell, Address= 178 Bell Street, town, state, zip

Can't create another favorite(system won't allow) as follows- Favorite Name= Grove, Address=172 Grove Street, town, state, zip

In my book these are NOT the same address. However, QB complains that I already have a favorite saved for that address. *note, these two locations are within a few blocks of one another.

Thank you for responding. I've read your response a few times, unfortunately I can't understand how your response relates to my questions/issues(other than we're both talking about mileage tracking). I tried to be as descript and detailed about my questions/issues, however, I will give my previous posts some thought to see if I can find another way of explaining my questions/issues.

Let me ask this, and again, sorry if my terminology isn't spot on but I hope you're able to understand my question and its purpose. Does the mileage tracking system utilize a loose tolerance? Like "general location" rather than "actual location" tracking? Something akin to "anything within a quarter mile is close enough". That might explain why the system thinks different addresses are the same favorite(because they're within this "general location" tolerance of one another). Again, the trips are NOT the same address, are NOT even the same street, but are within a few blocks of one another. In fact, mileage tracking uses a different physical address than my saved favorite, yet calls it that favorite. One would think if the tracker thought my location was a specific favorite it would assign the address of the favorite, and conversely, if the tracker thought I was at a different address than my favorite it shouldn't assign my favorite to the trips location.

I didn't think to ask that earlier because it seems odd that a numbers company that requires accuracy to do what it does would not apply that to this portion of their software.

Example:

I stop at 172 Grove St. My app thinks I'm at 161 Tenny St. and assigns my favorite "Bell" to the trip. (So tracking calls my location "Bell, 161 Tenny St). But my favorite "Bell" is saved in the system as having the address of 178 Bell St. If I try to change the trips address from 161 Tenny to 172 Grove it wants to change the address of my favorite "Bell". Even if I delete the location and try to manually type in the correct address it still wants to assign "Bell" and change Bell's address. *note1- All three addresses are within about a quarter mile radius of one another. *note 2- now that I enabled "boost accuracy"(as noted before) tracking might get my actual stopped address correct (172 Grove instead of 161 Tenny) but it's still going to be withing the radius of my favorite "Bell" leaving me with the same issue.

The related issue where I can't create a new favorite if the address is within a few blocks of an already saved favorite...here's my example:

Already saved favorite as follows- Favorite Name= Bell, Address= 178 Bell Street, town, state, zip

Can't create another favorite(system won't allow) as follows- Favorite Name= Grove, Address=172 Grove Street, town, state, zip

In my world these are NOT the same addresses. *note- these two locations are within a few blocks of one another.

I feel like those descriptions are no better than my previous posts but hopefully it provides some clarity to my previous posts and gets us closer to being on the same page.

Thanks again, your efforts and responses are appreciated.

OMG, QB keeps signing me out before I finish my post and it either posts partial or nothing. Maddening and frustrating after putting so much time and thought into these interactions. And to have to revisit the posting after being logged out is an incredible waste of my time! ...kind of like the mileage tracking now that I think about it. However, let's try again.

Thank you for responding. I've read your response a few times, unfortunately I can't understand how your response relates to my questions/issues(other than we're both talking about mileage tracking). I tried to be as descript and detailed about my questions/issues, however, I will give my previous posts some thought to see if I can find another way of explaining my questions/issues.

Let me ask this, and again, sorry if my terminology isn't spot on but I hope you're able to understand my question and its purpose. Does the mileage tracking system utilize a loose tolerance? Like "general location" rather than "actual location" tracking? Something akin to "anything within a quarter mile is close enough". That might explain why the system thinks different addresses are the same favorite(because they're within this "general location" tolerance of one another). Again, the trips are NOT the same address, are NOT even the same street, but are within a few blocks of one another. In fact, mileage tracking uses a different physical address than my saved favorite, yet calls it that favorite. One would think if the tracker thought my location was a specific favorite it would assign the address of the favorite, and conversely, if the tracker thought I was at a different address than my favorite it shouldn't assign my favorite to the trips location.

I didn't think to ask that earlier because it seems odd that a numbers company that requires accuracy to do what it does would not apply that to this portion of their software.

Example:

I stop at 172 Grove St. My app thinks I'm at 161 Tenny St. and assigns my favorite "Bell" to the trip. (So tracking calls my location "Bell, 161 Tenny St). But my favorite "Bell" is saved in the system as having the address of 178 Bell St. If I try to change the trips address from 161 Tenny to 172 Grove it wants to change the address of my favorite "Bell". Even if I delete the location and try to manually type in the correct address it still wants to assign "Bell" and change Bell's address. *note1- All three addresses are within about a quarter mile radius of one another. *note 2- now that I enabled "boost accuracy"(as noted before) tracking might get my actual stopped address correct (172 Grove instead of 161 Tenny) but it's still going to be withing the radius of my favorite "Bell" leaving me with the same issue.

The related issue where I can't create a new favorite if the address is within a few blocks of an already saved favorite...here's my example:

Already saved favorite as follows- Favorite Name= Bell, Address= 178 Bell Street, town, state, zip

Can't create another favorite(system won't allow) as follows- Favorite Name= Grove, Address=172 Grove Street, town, state, zip

In my world these are NOT the same addresses. *note- these two locations are within a few blocks of one another.

I feel like those descriptions are no better than my previous posts but hopefully it provides some clarity to my previous posts and gets us closer to being on the same page.

Thanks again, your efforts and responses are appreciated.

Thanks for follwoing up with the Community, AGiff.

Since you're still encountering problems with mileage tracking, I'd recommend getting in touch with our Customer Care team. They'll be able to pull up your account in a secure environment, conduct further research, and create an investigation ticket if necessary.

They can be reached while you're signed in.

Here's how:

1. Use the Help (?) icon.
   
   
    
2. Click Contact Us.
   
   
    
3. Enter a description of your situation in the What can we help you with? field, then hit Let's talk.
   
   
    
4. Select Start messaging or Get a call.
   
   

Be sure to review their support hours so you'll know when agents are available.

If there's any questions, I'm just a post away. Have a great day!

@AGiff, Did you ever get this issue resolved? I am struggling with this too and it is very frustrating!

I now just want to delete all my favorite locations and go strictly by addresses but can't figure out how to do that either. There is no option to removed Saved Location in QBO

Hello klayman,

We want to help you with your concern about the mileage feature in QuickBooks Online. However, we need more information to provide the correct resolution and to sort this out.

Are you referring to the saved locations under the Manage Favorite Locations section? This way, we can provide further assistance in managing your mileage tracking. If you could provide some screenshots, it would greatly help.

In the meantime, you can check this article for additional guidance on how you can categorize your mileage via mobile or web browser: Automatically track mileage in QuickBooks Online.

Please know that you're always welcome to post questions in this space. Have a great day ahead.

@AlcaeusF Yes, I am talking about managing favorite locations. I have quite a few clients that are located in close proximity so the app thinks I am at one client's house when I'm really at a different client's around the corner or something.

I originally thought it would be great to save the addresses as the client names but it's gets too confusing when it displays the wrong name.

I would like to just remove them all from my favorite locations and have the app just display the address instead.

Thanks,

Kimberly

Hi Klayman,

It has been resolved for now. But the resolution is the understanding that it's basically working as they expect. But if you want a more detailed answer, read on.

Quickbooks mileage tracker uses some form of general area tracking (seems to be near a quarter mile bubble/accuracy but I'm not sure). So even if you enable all the things they recommend per their document(I believe it's linked in the earlier postings) it's still never very accurate. Although it did improve and it wasn't missing as many trips. I confirmed and/or changed everything in the document. If your problems are more than favorites I recommend you find that doc. However, the one thing I can't/won't do, per their document, is turn off wifi while driving. Perhaps it's this one common and typical setting that their software can't cope with. However, my service provider offers a large wifi network for customers and I get most of my data via wifi(not cell). ***I am not connecting to my vehicle via wifi(which was in another suggestion) but my wifi is enabled so it will connect to the wifi points provided by my provider. ***I did try with my wifi off but didn't notice an improvement.

That being said, I'll continue with my results/findings.

If you want two or more favorites in the same general area of one another, nope, can't do that(QB has confirmed this to be true and operating as expected). And should you visit other addresses within the general bubble of a favorite it assumes you're at your favorite(due to the location accuracy). Now that gets muddy because it then reports your favorite as now being at a different address(which isn't likely to be either the address you truly stopped at or the real address of the favorite). It usually gives some random address (within about a quarter mile of your actual location). And if accuracy is important to you and you try to change the address the app wants to change the address of your favorite. So then that is then messed up.

I ended up deleting favorites that could conflict with other customers in the area. I don't recall if it was via the mobile app or the web interface, sorry. In short, favorites seem like a good idea and could be, but as they are now, they are not. But I must admit that, while I still have it enabled, I'm really no longer using it and wouldn't know if anything has changed in the last several months. I found using it to be far too manual, time consuming, and frustrating. Manually having to adjust for the actual address visited or to add trips it never records. Even if you repeatedly to go a same place, like home, office, or customers, it frequently gets the address wrong and fixing it requires manually typing in the address(no easy pull down menu of frequent addresses or addresses from my contacts or customer list). You pretty much have to type the entire address before seeing it as an option. I often had to review my google timeline to get accurate trip details then fix/add the information in the QB mileage tracking. But maybe your experience is better? If your problem is just favorites, delete them, they are not practical to use.

QB support did contact me and offered to remote into my phone but I have no interest in that. There's no reason to blame me or my phone when I'm sure they know all too well what's going on with this portion of their software. Especially when google timeline (and other tracking apps I've evaluated) seem work with my phones settings. Like you, I don't have a big pool of people to ask about this, the ones that have QBO use other apps to track mileage. It's disappointing because it's one of the reasons I switched my accounting over to QB.

I wish my response could offer a better outcome. I'm a small company and chose to stop spending time on this in favor of time better spent elsewhere. Perhaps if you elect to let them remote into your phone the problems will get resolved. But I have to believe any known resolution, or even possible resolutions, would be readily available and shared openly so as not to put the customer through fruitless hours digging for answers or requiring a tech support connection to tweak something not shared. I'll also point out that QB is a large company and they do many things well, so hopefully fixes and improvements are coming.

If you learn more I'd appreciate hearing about it.

Regards,

Alan