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Sue20211
Level 1

Entering time via the app

We are encountering lots of issues when our employees enter their time via the app.  It is really hit or miss if the time gets posted.  We have them syncing their time after entering to verify the time shows but then once the deadline occurs, their time is not displayed. 

 

Thoughts?

3 Comments
K_Siman
QuickBooks Team

Entering time via the app

Good afternoon, @Sue20211! Thank you for coming to the Community with your question. I'd love to offer some guidance on this syncing issue.

 

Since syncing is dependent on a number of factors, it's best to start off with settings within the phone:

  • Make sure the app is on the most up-to-date version (this is the most common reason for syncing issues).
  • Disable Low Power, Battery Saving, or Optimization Modes.

  • Enable Background App Refresh.

Directions on how to do this can be found in this article: Best practices for using the QuickBooks Time mobile apps.

 

Making sure those settings are correct should help get those timesheets to the web. If you continue to notice problems, the next best thing would be for your employees to send in a problem report from the app:

  1. Sign in to your QuickBooks Time account on the mobile device.
  2. Tap Settings or More, then select Settings.
  3. Tap Help & Support, then Report a problem.

As always, please reply to this post if you have any questions. All of us here in the Community are happy to help!

Sue20211
Level 1

Entering time via the app

The problem is still occurring.  For example, employee enters time around 8:15 on March 25 for time worked on the March 24 well before our 9 am deadline via the app. Employee double checks and it shows up in the app, does not reenter the time and eventually it shows up around 10am when we do a recheck.  We are a government contractor so this isn’t acceptable.

 

We did an experiment yesterday, tried auto refresh and nothing.  Employee reloaded the app and it worked.  Time appeared immediately.  We think the culprit might be with the refresh setting and it isn’t working correctly.  Employee has followed all the best practices for using QuickBooks Time mobile app that was provided and still the problems persist.  Can you please research the refresh issue?   Other thoughts?

Jessica_young
QuickBooks Team

Entering time via the app

Thanks for reaching back out with this update, @Sue20211.

 

Let's try a few more things to get your employee's time updated to your account!

  1. Have your employees log out of the app, then back in. Oftentimes, this will force a sync and bring over and update new information such as new jobs or job updates. Tap your profile, then tap Sign Out.
  2. We'll also want to try forcing a sync within the app. On your mobile device, in the upper left, tap the profile icon. In the bottom right, click the arrows to force a sync.
  3. If that doesn't work, uninstall and reinstall the QuickBooks Time mobile app, like my colleague @K_Siman suggested, this is frequently the issue. 
  • Note: Before uninstalling and reinstalling the app, make sure any timesheet data store in your mobile device has been able to sync with the web app, otherwise that timesheet data will be lost. Your employee can take screenshots of timesheets to replicate the time later if needed.

 If you're still not seeing these jobs update within the app, you'll want to send in the problem report from the employee’s device so we can see exactly what the issue is stemming from. Here's how:

  • Open the QuickBooks Time mobile app.
  • Select More in the bottom navigation.
  • Select Settings.
  • Select Help & Support.
  • Select Report a Problem.
  • Select Other.
  • Add a description describing the issue in as much detail as possible. Screenshots can be added if desired.
  • Tap Send Report.

An agent will receive the report and reach out as soon as possible to assist in troubleshooting. I'd love to hear how this goes. I'm here for any other questions you may have on this or anything else within the product. Have a fantastic weekend.

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