Mobile App - Accounts duplicated in Home Dashboard for account balances

Joe VBS · ‎January 03, 2019

Hi. I recently started using QuickBooks online. I imported our accounts from a prior desktop version. Everything looks good and I have been using it for a month or so. So we were thinking of using the mobile version for lookup and for its ability to scan in receipts. However in the mobile app I am seeing our bank accounts duplicated, with different balances. We are not using the banking feature, these are just out accounting registers. Nothing duplicated anywhere else but in the mobile app.

Appreciate any any help or suggestions.

Rasa-LilaM · ‎January 03, 2019

Welcome aboard in the Online Community, Joe VBS.

I can help sort out why your bank accounts and balances in the mobile app are not showing the correct information.

Let’s try performing some steps to resolve the issue. The first thing to do is log in to your company using the web browser. From there, check if the accounts and amounts are also duplicated.

However, if the transactions are correct, you can reset the application to refresh it. For the detailed instructions, follow the steps below:

Go to Help at the top menu bar.
Choose Reset App Data.

Then close and reopen the app to check if that works. If still get the same result, let's uninstall and reinstall the mobile app to start in a clean slate.

To uninstall, tap and hold the app icon, drag it into the Uninstall trash can at the top of the screen. Once done, download the app and install it.

iOS device:

Open the App Store on your device and search for QuickBooks Online.
Tap Free and then Install.
Sign in using the same user ID and password that you used when you signed up for QBO.

Android device:

Open Google Play on your device and search for QuickBooks Online.
Tap Install.
If you are already signed up for QBO, use the same user ID and password to sign in to the app.

For more information about the process, check out this article: How to download the QuickBooks Online mobile app.

Let me know what the results are so I can look for other ways to resolve this. I'll be waiting for your response. Have a great rest of your day.

View solution in original post

Rasa-LilaM · ‎January 03, 2019

Welcome aboard in the Online Community, Joe VBS.

I can help sort out why your bank accounts and balances in the mobile app are not showing the correct information.

Let’s try performing some steps to resolve the issue. The first thing to do is log in to your company using the web browser. From there, check if the accounts and amounts are also duplicated.

However, if the transactions are correct, you can reset the application to refresh it. For the detailed instructions, follow the steps below:

Go to Help at the top menu bar.
Choose Reset App Data.

Then close and reopen the app to check if that works. If still get the same result, let's uninstall and reinstall the mobile app to start in a clean slate.

To uninstall, tap and hold the app icon, drag it into the Uninstall trash can at the top of the screen. Once done, download the app and install it.

iOS device:

Open the App Store on your device and search for QuickBooks Online.
Tap Free and then Install.
Sign in using the same user ID and password that you used when you signed up for QBO.

Android device:

Open Google Play on your device and search for QuickBooks Online.
Tap Install.
If you are already signed up for QBO, use the same user ID and password to sign in to the app.

For more information about the process, check out this article: How to download the QuickBooks Online mobile app.

Let me know what the results are so I can look for other ways to resolve this. I'll be waiting for your response. Have a great rest of your day.

Joe VBS · ‎January 03, 2019

Thanks so much. I hadn’t found the refresh option through help. That did the trick. (Refreshing by pulling down on the dashboard did not update the data or resolve the duplicates). I really appreciate your speedy help and resolution.

Anonymous · ‎January 03, 2019

Hello Joe VBS,

Thanks for letting us know that the troubleshooting steps provided has helped you. If you need anything else, please let us know. We're here to help.

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Mobile App - Accounts duplicated in Home Dashboard for account balances