How do I troubleshoot receipts snapped from mobile app and not appearing online?

You can perform some troubleshooting steps to isolate the issue about viewing snapped receipts in QuickBooks Online (QBO), @difranzalaw1. I'm here to guide you how.

The performance and viewing issues in the QBO system can sometimes due to browser-related matters. Especially when the browser is full of frequently accessed pages. You can log in to your  QuickBooks Online (QBO) account using a private browser (incognito). Here's how: 

• Press Ctrl + Shift + N (Google Chrome)
• Ctrl + Shift + P (Firefox)
• Control + Option + P (Safari)

Once signed in, go to the Receipts tab in the Banking menu to review your snapped receipts. If it works, go back to your default browser and clear its cache and cookies. This is to refresh the system and remove the older data which caused the issue. However, if the issue persists, I'd recommend reviewing your receipts using other supported browsers.

To successfully review your receipts in the Receipts tab, kindly check out this article's Step 2: Review, edit, or match receipts and bills section for the step-by-step guide: Capture and categorize receipts and bills.

Additionally, you can also email your receipts and bills to QBO. You can learn more about through this article: Email receipts and bills to QuickBooks Online.

Please let me know if you have other concerns. I'm just around to help. Take care always.

None of these steps worked.  This was THE reason I switched to QB ONLINE.  There must be another way to see the receipts I snapped when I log in on my computer.

I tried the steps and then did not work.  The main reason I switch to online was because I would be able to snap my receipts and it would go right into QuickBooks.

i’m sure there’s some other kind of issue that Quickbooks knows about that QB or QB community would be able to assist me in streamlining and fixing snapping the receipts on my mobile app and having them in the receipt section of my online.

 Thank you in advance!

Thanks for coming back to the Community, @difranzalaw1.

I appreciate you following the resolution steps to resolve the issue and sharing the result. Let me provide some information about why the receipts are not showing in either the app or online.

We have an open investigation where uploaded receipts don’t appear in the For Review tab (INV-47678). Rest assured, our engineers are getting this feature working back to normal.

Alternatively, use another device such as an Ipad or table to capture and send the receipts to QBO. Check out this guide on how to accomplish the task and proceed directly to Step 1 for detailed steps: Capture and categorize receipts and bills.

I want to make sure you’re in the loop for the progress of the investigation. I recommend you get in touch with our QBO Care Team to help sign up for the notification list.

One of our specialists will collate personal information to open your account. After adding your company, you’ll receive an email when there’s an update about the issue.

1. Tap the Help menu in the upper right hand to open the Search window.
2. Scroll down to click the Contact us link.
   
3. Enter the issue/topic in the field box and then hit the Let’s talk button.
   
4. Choose Start messaging or Get a callback.
   

You can also bookmark the Email receipts and bills to QuickBooks Online article for future reference. It outlines the complete instructions on how to create a custom email address as well as steps to forward images for expense receipts and bills.

Reach out to me if you need further assistance while working in QBO. Please know the Community has your back, and I’m here ready to help. Have a good one.

Has this issue been resolved? On my computer I am not able to access receipts I have added on my phone 

Has this issue been resolved? On my computer I am not able to access receipts I have added on my phone.

Thanks for joining the thread, @MisterLevy. The issue with receipts has been resolved a year ago.

Usually, after you snap the receipt and tap the Use this photo button, the file will be automatically added into the Receipts tab of the Transactions/Banking menu.

However, since you're currently experiencing the same hurdle while working with receipts, I suggest following the troubleshooting steps shared by my peer (@Rea_M). You can start by accessing QuickBooks Online through an incognito or private browser.

If the troubleshooting steps didn't work, I encourage contacting our Care Support team. They have tools to check what's causing this unexpected behavior while accessing uploaded receipts from your phone.

1. Sign in to your QuickBooks Online mobile phone app.
2. Tap the Question mark (?) icon on the top right.
   
3. Select Help and Support and then hit Contact Us.
   
4. Type your concern and then select Let's talk.
   
5. Choose to Start a chat or get a Callback.

I've added our support hours so you can set an available time to reach them out.

You can review the details in this article's Step 2: Review, edit, or match receipts and bills section for the step-by-step guide: Capture and categorize receipts and bills.

Alternatively, you can email receipts and bills to QuickBooks Online.

If you have additional questions about snapping receipts and categorize them, feel free to let us know. The Community is always here to back you up. Enjoy the rest of the day!

I would like to report another issue with receipt snaps not syncing.  My client is snapping pics on her iPad using the QB app.  She is getting an error that they are not syncing with the QB App and thus are not showing up online.  After trying to troubleshoot with her I discovered that the Receipt sections for all my clients are blank. Receipts that I know exist are not appearing under the For Review or Reviewed tabs.  Is it being addressed?

Hi there, @DD Bookkeeping.

Currently, we have an ongoing investigation about snapped receipts not syncing with the mobile app. Rest assured that our engineers are doing their best to fix it as soon as possible.

I recommend contacting our Customer Care Support team so you'll be added to the list of affected users. This way, you'll receive email updates on the investigation's status and be notified once it's been resolved. I've included the steps to contact support below. 

1. Click the (?) Help icon in the upper right-hand corner of the dashboard.
2. Select Talk to a Human.
3. Enter a short description of your concern and press Enter.
4. Click I still need a human.
5. Select Contact Us to connect with our live support.
6. Choose Get a callback.
   

Additionally, this article provides the steps on how to clear your data to resolve app-related issues: Fix Common Errors in the Mobile App. 

I appreciate your patience as we work through this. If you have any other concerns, please don't hesitate to drop a comment below. Take care!