Hi, When I'm snapping my bill the app does not show me the existing vendors and tells me to create a new one which is not possible because they already excist. anyone?

info-backtobasic · ‎November 28, 2023

please advise because I'm not able to take the next step to creating the bill

JanbonN · ‎November 28, 2023

Welcome to the Community space, Info. I'm here to help you fix the issue you're facing.

To begin with, please ensure that the vendor's name in QuickBooks Online (QBO) is the same as the one you're using to search in the app. Excess or missing characters can cause the vendor not to appear.

Once you've confirmed the name is the same, we can perform some basic troubleshooting steps to see if the issue is related to your app. Let's refresh the application to isolate the problem. This is similar to clearing the cache from your web browser. Ensure you have a stable internet connection, and your application is updated.

For iOS devices:

Go to your phone's settings.
Select General, then choose iPhone Storage.
Tap QuickBooks Online from the application list.
Select Offload App to free up the storage without deleting the documents and data for the app.

For Android devices:

Go to your phone's settings,
Choose Apps (varies by device).
Select QuickBooks Online from the application list.
Go to the Storage section, then tap Clear Data.

After performing these steps, power cycle your device. If the problem persists, uninstall and reinstall the app.

Additionally, you can match the snap receipt or bill using your phone's web browser.

Furthermore, here's an article on managing your bill in the app: Pay and manage bills with the QuickBooks Online mobile app.

If you have any further questions about the snap feature of QBO, feel free to ask. I'm always here to help. Stay safe!

View solution in original post

JanbonN · ‎November 28, 2023

Welcome to the Community space, Info. I'm here to help you fix the issue you're facing.

To begin with, please ensure that the vendor's name in QuickBooks Online (QBO) is the same as the one you're using to search in the app. Excess or missing characters can cause the vendor not to appear.

Once you've confirmed the name is the same, we can perform some basic troubleshooting steps to see if the issue is related to your app. Let's refresh the application to isolate the problem. This is similar to clearing the cache from your web browser. Ensure you have a stable internet connection, and your application is updated.

For iOS devices:

Go to your phone's settings.
Select General, then choose iPhone Storage.
Tap QuickBooks Online from the application list.
Select Offload App to free up the storage without deleting the documents and data for the app.

For Android devices:

Go to your phone's settings,
Choose Apps (varies by device).
Select QuickBooks Online from the application list.
Go to the Storage section, then tap Clear Data.

After performing these steps, power cycle your device. If the problem persists, uninstall and reinstall the app.

Additionally, you can match the snap receipt or bill using your phone's web browser.

Furthermore, here's an article on managing your bill in the app: Pay and manage bills with the QuickBooks Online mobile app.

If you have any further questions about the snap feature of QBO, feel free to ask. I'm always here to help. Stay safe!

info-backtobasic · ‎November 30, 2023

Hi,

That did not work. did something change in the process of snapping bills in the app?

I still go to "the new vendor" and I'm not able to search for my excisting vendors

AnneMariee · ‎November 30, 2023

Thanks for coming back to this thread, Info.

The issue seems to persist after performing the basic troubleshooting steps my colleague has recommended. Let me route you in the right direction for support.

I suggest contacting our live support team. They'll thoroughly investigate your concern further in a safe environment.

Here's a step-by-step guide on how to contact us:

Go to the Help menu and select the Search tab.
Then, click Contact Us.
Then, enter a brief description of your concern and select Continue.
Lastly, choose either Start a Chat or Get a Callback to start connecting with them.

You can reach our support team Mondays through Fridays from 6:00 AM to 6:00 PM Pacific Time and Saturdays from 6:00 AM to 3:00 PM.

As a workaround, you can match the bill using your phone's web browser. A full guide is in this article: Upload your receipts to QuickBooks Online.

You might want to email your bills to QuickBooks. Feel free to browse this article for the steps on how: Email receipts and bills to QuickBooks Online.

Keep in touch if you need further assistance in selecting vendors for your bills. I'm just one post away to help you out.

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Hi, When I'm snapping my bill the app does not show me the existing vendors and tells me to create a new one which is not possible because they already excist. anyone?