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clellandmaynes
Level 1

QB online software will not work on my Mac. App still works on iPhone. Still works if go to safari and website. Why won’t my software open once I enter credentials?

 
3 Comments 3
SarahannC
Moderator

QB online software will not work on my Mac. App still works on iPhone. Still works if go to safari and website. Why won’t my software open once I enter credentials?

Hello there, clellandmaynes.

 

It could be that the QuickBooks app needs to clear the data/cache. That's it wouldn't open and work on your Mac. Here's how to reset app data:

 

  1. Click Help at the top menu.
  2. Select Reset App Data.
  3. Let's wait a few moments to complete the process. Then, close the app.
  4. Right-click the app and Run as Administrator when re-opening.

 

If resetting the App Data still doesn't make a difference, I suggest uninstalling and reinstalling the program. For the detailed steps on how to do it, please consider checking these articles:

 

 

Also, here's an article that helps you get more tips and information about handling your data within QuickBooks. 

 

Let me know if you have other questions. Take care always.

clellandmaynes
Level 1

QB online software will not work on my Mac. App still works on iPhone. Still works if go to safari and website. Why won’t my software open once I enter credentials?

I have talked to Mac and deleted all QB software off.  Reinstalled and same result. Computer is on most recent update as well as the most recent quickbooks update.  Still just spins and says loading.  Like I said earlier, the app on iPhone still works, and if I go to safari it works also.  Just the app in the doc will not load once I try to log in.  Not sure what next step is?  Apple of course says it must be a QB issue

MichelleBh
Moderator

QB online software will not work on my Mac. App still works on iPhone. Still works if go to safari and website. Why won’t my software open once I enter credentials?

Thanks for the quick reply,@clellandmaynes.

 

I appreciate doing the troubleshooting steps on your end that can be fixed the problem. 

 

Since you're still getting the same results, I recommend contacting our Technical Support Team for further investigation. They're also able to pull up your account and check what's causing the app to freeze.

 

Here's how: 

 

  1. Go to the Help menu, then choose Contact Us
  2. Type your concern in the description field and hit Let's talk
  3. Choose either Get a call or Start a chat.

       4. Complete the required information, then submit the request. 

 

Our Support Team is open from M-F 6 AM to 6 PM PT and Saturday 6 AM to 3 PM PT. Please contact them within business hours to ensure we cater to your concern quickly. 

 

In the meantime, you can continue accessing QuickBooks Online on your iPhone and Safari. 

 

Additionally, I've added these article about FAQ's in mobile and account management in QBO. 

 

 

Let me know how the call goes by leaving a comment below. Your response will benefit others in this thread who are having the issue with the app.

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