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contact-esne
Level 2

Is this a bug? Mobile app does not apply sales tax after clicking save in an invoice.

When I open the same invoice from my laptop, it works without issue.
15 Comments 15
FritzF
Moderator

Is this a bug? Mobile app does not apply sales tax after clicking save in an invoice.

Thanks for posting in the Community, @contact-esne.

 

To check if the app's data is causing this odd behavior, I suggest resetting it. This process plays the same role as clearing the cache from your web browser. They collect cache (cookies) to save you time when loading repetitive data and images.

 

The steps to do this may differ depending on the OS you're using.

 

For Andriod, here's how:

 

  1. From the More Options ⋮, select Settings.
  2. Tick Refresh Data, then choose Yes.

 

For IOS:

 

  1. From the Menu ☰, select Help & Feedback
  2. Click Refresh Data, and then select Refresh.

 

You can also do it in your device settings. Here's how:

 

For Andriod:

 

  1. Go to your device's Settings, select Apps (varies by device).
  2. Choose QuickBooks app from the list, and then pick Storage.
  3. Finally, hit clear data.

 

For IOS:

 

  1. Go to your device's Settings, select Setting General iPhone Storage.
  2. Choose an app that's taking up a lot of space.
  3. To free up the storage without deleting the documents and data for the app, select the Offload App.

 

Once done, try to open the invoice(s) again to double-check.

 

If the same thing happens, consider uninstalling/reinstalling the app. For further guidance with the process, please visit this article: Troubleshooting Quick-Start Guide for the QuickBooks Online app.

 

Leave a comment below if you have any other issues or concerns, and I'll get back to you as soon as possible. I'm always here to help. Have a good one!

contact-esne
Level 2

Is this a bug? Mobile app does not apply sales tax after clicking save in an invoice.

I am running Android, (samsung galaxy note 9) refresh did not work.

Logged out and logged in, that didn't work either.

 

Any other suggestions would be appreciated.

AlcaeusF
Moderator

Is this a bug? Mobile app does not apply sales tax after clicking save in an invoice.

Hello @contact-esne,

 

I appreciate you for getting back and providing updates about the steps you've done on your end. Let me share additional suggestions to get you back on track.

 

When adding products and services to an invoice, let's make sure to enable the taxable option. This way, it'll take out taxes after clicking the Save option.

 

Here's how:

 

  1. Open the QuickBooks mobile app.
  2. Create an invoice.
  3. Add a product or service and make sure to enable the Is Taxable option.
  4. Press Add.
  5. Choose the sales tax. 
  6. Hit Save.

In case the sales tax amount still don't apply, I recommend logging in to your account using the web browser. Please check if the invoice transaction you created shows a sales tax.

 

If it works fine, please proceed with contacting our QuickBooks Support Team. One of them will be able to take over and assist you further with the mobile app problem.

 

To reach out to them using the mobile app:

 

  1. Click the hamburger (three lines) menu next to the home icon.
  2. Click the question mark icon.
  3. Press Help & Support.
  4. Hit Contact Us.

I've also attached an article you can use to enter a payment using the QuickBooks mobile app: Receive an invoice payment using the QuickBooks Online app.

 

Please know that I'm just a post away if you have any other questions. Take care.

LorileeC
Level 1

Is this a bug? Mobile app does not apply sales tax after clicking save in an invoice.

Our company techs are still.having same problem even after uninstalling/ reinstalling the mobile app. With 5 techs doing 4 jobs per day, it is extremely inconvenient & time consuming to do this for each job. Please investigate this as a bug that needs to be fixed.

KlentB
QuickBooks Team

Is this a bug? Mobile app does not apply sales tax after clicking save in an invoice.

I know that this hasn't been easy for you, LorileeC.

 

I also appreciate all the efforts that you've exhausted just to get this working. At this point, I recommended giving us a message or call by following the steps provided by my colleague, AlcaeusF. This way, we'll be able to look into your account and investigate the issue.

 

In the meantime, you'll want to access your QuickBooks account through a web browser. Then, create your invoices from there so you can apply sales tax. Check out ou supported browsers below:
 

  • Google Chrome
  • Mozilla Firefox
  • Microsoft Edge
  • Safari 11 or newer

Additionally, here are some articles that you can read to help manage your invoices in the program:
 

If I can be of any other assistance, don't hesitate to tag my name in the comment section. I'm always here to back you up.

MVP Utah
Level 1

Is this a bug? Mobile app does not apply sales tax after clicking save in an invoice.

We are having the same problem but only on the Apple app on iPad and phones! 40+ invoices per day per salesman set up as Limited Users and no tax attached or ability to make it work after following all of these engineers suggestions. This means hours of accounting time to fix it. You have 2 days to fix this QB or we switch! This is an unacceptable error I see is not getting resolved.


 

MaryLandT
QuickBooks Team

Is this a bug? Mobile app does not apply sales tax after clicking save in an invoice.

This isn't the kind of service I want you to experience, MVP Utah.

 

Let me make it up to you by making sure all users can apply a sales tax to invoices. You can inform them to access QuickBooks via a web browser on the phone, then add invoices from there.

 

Since it isn't letting them save on the mobile app, I recommend contacting our QuickBooks Live Support Team. They can create a case and send it to our Product Team to find a permanent fix.

 

Here's how to get in touch with them:

  1. Select Help (?).
  2. Select either tab to get started:
    • Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. If you decide you need further help, you can still Talk to a human.
    • Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect with us:
      • Start a chat with a support expert.
      • Get a callback from the next available expert.

In the meantime, you can change their access to admin so they can add sales tax to customers' invoices. Learn more about this through this link: Add and manage users in QuickBooks Online.

 

Don't hesitate to post again if there's anything else you need with QuickBooks. I'm always right here to help you.

JTH1
Level 1

Is this a bug? Mobile app does not apply sales tax after clicking save in an invoice.

Having the same problem with Apple . Makes the app obsolete . Can not enter the tax manually either.? Do you have a fix . Talked with 3 customer service reps yesterday, and  they were not able to fix.

ivan001
Level 1

Is this a bug? Mobile app does not apply sales tax after clicking save in an invoice.

Has this still not been fixed? We are unable to get the tax to work on mobile, and the browser is a pain in the arse for some of the users. 

FritzF
Moderator

Is this a bug? Mobile app does not apply sales tax after clicking save in an invoice.

Thanks for joining this conversation, @ivan001.

 

This has been reported as an ongoing issue in QuickBooks Online (QBO) mobile app. A ticket was already created and forwarded to our Product Engineers. They're now working to fix this as quickly as possible.

 

That said, I highly suggest contacting our Support team so they can add your details to our notification list. This will also help our Engineers determine the number of affected users. An email notification will be sent to you once this has been resolved. I'll also inform you here when we get the update as well.

 

To reach them, refer to this article for the detailed steps on how: Contact QuickBooks products and services Support.

 

In the meantime, you use a supported browser and log in to your account from there as a workaround.

 

Please post again or leave a comment below if you have any other issues or concerns. I'll be more than willing to help. Have a great day!

MaximVancouver
Level 2

Is this a bug? Mobile app does not apply sales tax after clicking save in an invoice.

Our work place is also having this issue with staff not able to make estimates or invoices via the app on iphone.

 

We are planning to switch to FreshBooks after being with quikboooks for 7 years.

Mark_R
QuickBooks Team

Is this a bug? Mobile app does not apply sales tax after clicking save in an invoice.

We don't want to leave you hanging, @MaximVancouver.

 

The said investigation above is for sales tax that isn't calculating when creating invoices in the mobile app. Since your staff encounters a different issue, let's try resetting the mobile app's data. This way, it'll fix some data issues on the app and allow them to enter estimates or invoices. Here's how:

 

  1. Open the QuickBooks apps from their iPhone.
  2. Tap the hamburger icon at the top right, then choose Help & Feedback.
  3. Select Refresh Data and Refresh.

 

They can also go to the phone's settings and select General, then choose iPhone Storage. And find the QuickBooks app, then select Offload App.

 

However, if they still get the same issue, I highly suggest reaching out to our QuickBooks Support Team. They can further investigate this matter and provide additional troubleshooting steps to get this resolved.

 

You might want to learn how the QuickBooks Online app works. Here's an article you can read for more details: QuickBooks Online app overview.

 

Please let me know if you need clarification about this, or there's anything else I can do for you. I'll be standing by for your response. Have a great day.

ivan001
Level 1

Is this a bug? Mobile app does not apply sales tax after clicking save in an invoice.

Same issue, not able to do anything with tax codes on the app but everything is fine on the computer. Have you found another company that works better ? Looking around now

 

 

User25
Level 2

Is this a bug? Mobile app does not apply sales tax after clicking save in an invoice.

We are having a similar issue as follows:

Customers that are Tax-Exempt are occasionally being charged tax when they should not be. This bug only appears on invoices created using the App, and only occasionally. Sometimes it works, sometimes not. We do not have the problem when creating invoices from a PC browser.

 

Additionally, invoices created on APP only have some - but not all - invoice customizations.

 

Come on intuit. This should be a priority but does not appear to be.. 

 

Like others, we are now actively seeking alternative platforms and will thus be taking our Payment Processing and subscription revenue elsewhere unless this bug is fixed soon.

snsmile
Level 1

Is this a bug? Mobile app does not apply sales tax after clicking save in an invoice.

It's September and this issue still hasn't been fixed. I'm really upset. It's a known issue and no one at QBO can be bothered to send out an email alert so that we know to watch it. Is QBO going to pay for all the mad customers who were overcharged on tax or my company which had to pay additional tax that QB didn't calculate to collect? Here's what is happening for us. 

 

My sales reps create invoices on the app on the field and send directly to customer. Over the last six months I have noticed repeatedly that the sales tax is off on some invoices. I have recently discovered that when a rep edits an invoice on the app such as deleting a line or changing a quantity or adjusting the rate for that customer, the sales tax does NOT recalculate. If they make the edits on a web browser, sales tax automatically recalculates. But my reps have to be able to use the phone and I need to know that sales tax is calculating correctly. 

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