I uploaded 35 expense receipts to review 2 weeks ago and they are no longer there - nothing shows under the "for review" tab. Has anyone had their receipts "disappear"?

I'm here to ensure that you'll be able to view the transactions in QuickBooks Online, susanwellborn50.   

We can perform some troubleshooting steps to see if this is a browser-related issue. Let's start by accessing your account in a private/incognito window. This will help me verify if this is a browser issue. Also, there are times that the browser stores frequently-accessed data, thus causing some errors or unusual behavior.   

Let's try logging in to your QuickBooks Online account using a private or a different browser. Here's how:

• Google Chrome: press Ctrl + Shift + N 
• Mozilla Firefox: press Ctrl + Shift + P
• Safari: press Command + Shift + N 
• Microsoft Edge: press Ctrl + Shift + P      

Once logged in, and able to view the transactions. You need to clear the cache of the regular browser you're using. You can also do this task on other supported, up-to-date browsers. Clearing the cache will refresh the system, and you'll be able to work with clean trash.   

Additionally, you can visit the link below on how to categorize and match transaction for future reference: 

• Categorize and match online bank transactions in QuickBooks Online. 

You can get back to me anytime you have additional questions in QuickBooks by posting your response below. I'll do whatever it takes to ensure your concerns are addressed. Enjoy the rest of your day.

I'll try what you've said about the browser.  But, I also had the same problem using the app.  And the app doesn't use the browser.  Why would all the receipts that needed to be reviewed just disappear?  Could an update to QB erase the receipts?  Is there a time limit they can be left in the "to be reviewed" tab??

Logging into an incognito browser window and clearing the cache didn't help.  All of the receipts previously uploaded and waiting on review are deleted.  There were 54 of them.  On November 30, I uploaded 24.  On December 13, I uploaded 30.

Fortunately, I saved the receipts so I can re-upload.  BUT, I need to know what happened.  One of the owners snaps his receipts, uploads, and doesn't keep them after that.  I would not be able to "re-upload" if QB mysteriously deleted them.

Thanks,

Susan Wellborn

Welby Solutions 

Hey there, @susanwellborn50.

Thanks for following the steps provided by my colleague above. I'm happy to lend a helping hand to get your receipts to show. 

There is no time limit on receipts once they're scanned. Since you've tried an incognito browser, I recommend trying a different browser or the QuickBooks Online app for Windows/Mac. 

If you continue not to see them, I recommend contacting our technical support team to have the issue escalated to be investigated further. I've included the steps below to contact our technical support team. 

1. Sign in to your QuickBooks Online company.
2. Select Help (?) at the top right.
   • 
3. Enter your concern, then click on Let's talk.
   •  
4. Hit Contact Us to connect with a live support agent.
5. Choose a way to connect with us (Callback, Chat, Etc.). 
   • 

Please do let me know if you have any questions or concerns. I'll be here every step of the way. As always, you can reach out to the Community or me at any time. Take care! 

Thanks.  I had already tried the app and couldn't see the receipts.  I've uploaded some today and was able to process those as usual.

I'll try another browser- but, I'm guessing it's ANOTHER glitch in QB online.

Susan Wellborn

Hi there, @susanwellborn50.

I would be glad to hear the result after reviewing your receipts through a private window or any other supported browsers. 

Just in case the same behavior happens, I would recommend reaching out to our Support Team. This way, a representative can open your account securely and review or check the possible reasons for this issue.

To contact support:

1. Go to the Help menu, then select Contact Us.
2. Enter a short description of your concern, then press Continue.
3. Choose to Get a callback.

For the new Help menu or QB Assistant:

1. On the QB Assistant window, type Talk to a human.
2. Select or type "I still need a human."
3. Type it again until you see the OK to connect with the human's option.
4. Click on Contact us and select Get a callback.

I also recommend checking out the support business hours through this link so you can connect with them at your most convenient time.

Lastly, here are some of our help articles you can read more about managing receipts in QuickBooks Online:

• QuickBooks can do WHAT? Receipt Capture
• Capture and categorize expense receipts and bills in QuickBooks Online

Please feel free to leave a comment below if you have any other questions. I'm more than happy to help. Have a great day!