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Receipt Management Problems

Forum|Forum|4 years ago
April 13, 2022
2 replies
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Recently upgraded to QB Desktop Pro Plus 2022 and was looking forward to using receipt management. Needless to say it's not working properly. After speaking and chatting with 3 different support reps and spending several hours trying to fix the problem, any receipts I've uploaded from a phone or tablet still do not appear on the desktop. I have tried using an iPhone 13, changed the photo settings to most compatible no luck. So I tried an Android phone and tablet and still no luck. I can view the uploaded receipts on my phone, they are there but they never appear in QB on my desktop. No errors or problems. I've did a clean install of QB on a standalone Server 2019 and nothing else installed but QB. I thought maybe it didn't like the OS, so I built a new Windows 11 Pro PC, installed QB 2022, still doesn't appear.

I can manually get them on the Desktop if I browse to upload or from Google Drive but that's not what I was looking for. Any ideas would be greatly appreciated.

QuickBooks Desktop

Best answer by MarsStephanieL

Hi there, @Atlantic2. I appreciate taking your time and initiative to perform those troubleshooting steps to solve the issue in QuickBooks Desktop (QBDT).

I can share more workarounds you can perform to fix Receipt management issues. First, ensure that the user has an Intuit account associated with the company file. You can log in to your Intuit account and check if you have added the QBDT product.

If there's an error message, 'We’re unable to complete your request at this moment. Seems your Intuit account is not associated with a company file" ensure that the Company name is showing in QBDT or the bank account name in your Chart of Accounts has no special characters. If it is showing the opposite, here's what to do:

Sign out of your Intuit account.
From QBDT, select My company and add the company name details.
Delete any special characters in the Bank account name in the Chart of accounts.
Sign in to your Intuit account and try to upload your receipts again.

If the issue persists or the scenario stated above isn't relatable, I recommend contacting our Customer Care Team. They can verify your account and check further if they need to open an investigation.

While waiting for the fix, you can manually upload the receipts in QBDT via computer. For more details about the process, you can check out this article: Upload receipts to QuickBooks Desktop Pro Plus, Premier Plus or Enterprise. It contains steps and other ways how to bring the receipts to QBDT.

I'll be around if you have other concerns about any QBDT processes. I'm here to help. Take care always.

MarsStephanieLAnswer

Level 6

Hi there, @Atlantic2. I appreciate taking your time and initiative to perform those troubleshooting steps to solve the issue in QuickBooks Desktop (QBDT).

I can share more workarounds you can perform to fix Receipt management issues. First, ensure that the user has an Intuit account associated with the company file. You can log in to your Intuit account and check if you have added the QBDT product.

If there's an error message, 'We’re unable to complete your request at this moment. Seems your Intuit account is not associated with a company file" ensure that the Company name is showing in QBDT or the bank account name in your Chart of Accounts has no special characters. If it is showing the opposite, here's what to do:

Sign out of your Intuit account.
From QBDT, select My company and add the company name details.
Delete any special characters in the Bank account name in the Chart of accounts.
Sign in to your Intuit account and try to upload your receipts again.

If the issue persists or the scenario stated above isn't relatable, I recommend contacting our Customer Care Team. They can verify your account and check further if they need to open an investigation.

While waiting for the fix, you can manually upload the receipts in QBDT via computer. For more details about the process, you can check out this article: Upload receipts to QuickBooks Desktop Pro Plus, Premier Plus or Enterprise. It contains steps and other ways how to bring the receipts to QBDT.

I'll be around if you have other concerns about any QBDT processes. I'm here to help. Take care always.

A

Atlantic2Author

The problem is with my email address being associated multiple QB accounts. Neither level 1 or 2 support can correct the problem so they have escalated it to the next level. Being a long time Intuit user has its pros and cons.

JenoP

QuickBooks Team

I am also having the same issues with receipt management crashing. I am also using Enterprise, but 21.0, how do you "log into your intuit account from the Quickbooks web interface?" Could you give step by step instructions? Thank you!

Thanks for joining us here, mary46.

One possible reason why an uploaded receipt won't show in QuickBooks if no or different Intuit account is logged in the company file.

I'll share with you the steps on how you can log in to your account in the QuickBooks web interface. Here's how:

Go to the Company menu and select My Company.
Click Manage Your Account in the upper-right hand corner.
It will ask you to log in to your account. If you're already logged in by with an incorrect name, click on it and select Log out.
Log back into your Intuit account.

Please note that only need to make sure the right Intuit account is logged in the company file. You don't have to change it if it's the same account that's used when the receipts are uploaded.

Once done, check if the feature is already working fine. If it's still crashing use the QuickBooks Tool Hub. This will resolve common program and data issues that might have caused QuickBooks to crash down while working on it. Here's how:

Close QuickBooks and download the most recent version (1.5.0.0) of the QuickBooks Tool Hub.
Open the file you downloaded (QuickBooksToolHub.exe). You can look it up in your Downloads folder or in the location you selected when you downloaded it.
Follow the on-screen steps to install and agree to the terms and conditions.
Once done, double-click the icon on your Windows desktop to open the tool hub.
Once opened, look for Program Problems, then select Quick Fix my Program.
Start QuickBooks Desktop and open your data file.

Here's an article for more details: Fix Common Problems and Errors With the QuickBooks Desktop Tool Hub.

Please keep us posted if the steps helped you upload and review the receipts. You can also reply back to me if you need anything else.

R

rmctu1

Receipt management is a broken attempt to compete with Bill.com and other services based on my short 4 months of experience attempting to use this function after upgrading to Quickbooks Enterprise Diamond 2022. In fact, most of the new features in Enterprise 2022 are unknown to the support staff any further than the knowledgebase that we all have access to. It is so unfortunate that Intuit has been unable to provide more robust support information to their own support staff. In fact, there isn't even a higher level support to help with more complex issues. Sad, sad, sad situation at Intuit with respect to this latest product release and their support infrastructure.

Please - someone from Quickbooks tell me I'm wrong! I don't think you'll be able to after the over 200 hours I've spent with QB support over the last 4 months. Please tell me how to get this message to upper management at Intuit!

R

ReymondO

Moderator

Thanks for joining the thread and sharing your experience with us, @rmctu1.

I definitely understand how it can be frustrating to upgrade a product and have it not work the way you think it should be. I'll take note of your experience and pass it to our higher management team. That way, they can review your recent interactions and improve our service.

You can also share the issue you're getting with the receipt management feature. Mainly, this feature can only be used for purchase receipts and actual expense transactions. Any additional info would be much appreciated.

To prevent unusual behavior with the product, let's ensure QuickBooks Desktop is updated to its latest release. In case you've encountered any error messages while working with the program, here's a quick fix you can run to the problem.

You've already mentioned that you reached out to us multiple times, although I'd still recommend giving us another call. That way, our customer representative can review your latest interactions and provide you with another solution. Here's how to connect with our QuickBooks Desktop Customer Support:

Go to the Help icon and select QuickBooks Desktop Help.
Click Contact Us.
Write your concerns in the description box, then select Continue.
Select which one of the support options you'd like to use.

Moreover, you can check out these articles to know more about the latest features available in QBDT 2022:

I'll be around if you need further assistance with any QuickBooks-related tasks. Take care always!

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