I can't add or edit existing invoices on the app. It used to work fine and stopped about a month ago. Called customer support...they said use a browser help?

Hi there, @paulscontracting. 

Thanks for reaching out to the QuickBooks Community. I hope your day is going great! 

Like the web version, the QuickBooks Online app also stores cache. This is to save time when loading repetitive data and images. Over time the files can become outdated and corrupted, causing issues such as the one you're experiencing. I'm including some quick troubleshooting steps that you can use to clear the stored cache and refresh the app's data below. 

To clear the cache: 

1. Close and restart the app.
2. Open your device Settings.
3. Select Apps.
4. Choose the QuickBooks app from the list, then select Storage.
5. Select clear data.
6. Power down and restart your device again.

To refresh the app data: 

For Android:

1. Go to Menu ☰, then select More Options ⋮.
2. Tap Settings, and click Refresh Data.
3. Tap YES to confirm.

That should do the trick. Please let me know if there is anything else that I can assist you with. Take care!

Nope.  I've done that.  I uninstalled the app and reinstalled it. Several times at the insistence of the help desk tier one peeps.

I only use this to write estimates and invoice customers.  I only have a phone in the field, no laptop or tablet.  I pay $100 a month and I am sad that 50 percent of QuickBooks usefulness is gone.

Help

Hello there, paulscontracting.

I understand how crucial it is to use the QuickBooks mobile app for invoicing. Let me assist you in making sure you have the necessary access. I will also guide you towards the right direction for support, so you can focus on running your business smoothly.

First, ensure you have permission to create and edit invoices on QuickBooks. It's possible that the user role you're assigned to is only limited to certain QuickBooks features.

Once you've verified that you have access to the invoicing feature, create or edit an invoice. If the issue persists, I recommend contacting our Customer Care Team once more. This way, they can take note of this issue and start an investigation into why you're experiencing it. 

Here's how to reach us through the app:

1. Tap Menu.
2. Choose Ask QB assistant a question.
3. You can get quick, personalized answers through the QB Assistant. If you decide you need further help, you can still Talk to a human by typing so.
4. Give a description of your concern. 
5. Connect with us.

You can check our support hours here: QuickBooks Online Support. The article also contains a specific contact number if you need further help.

In the meantime, you can use your device's web browser to create an invoice using the QuickBooks website. 

For more info on invoicing, feel free to check out this article: Create invoices in QuickBooks Online.

For future use, here's how to receive invoice payments in QuickBooks: Record invoice payments in QuickBooks Online.

If there's anything else that I can help you with the app or with invoicing in QuickBooks, please let me know by leaving any comments below. I'll be here to lend a hand.

I've called about this problem 4 times.  Each time I've been given the answer that I am to use the browser.

I am the only user for this account.  I've used QuickBooks for many years and this problem started several months ago. It's embarrassing to me that I cannot send an invoice at the time my work is complete.  Customers want it in their inbox when they write a check.  I usually do a.payment record and send that as well.

I am back to not being able to receive payment at the time of service and I have to return to collect a check.  This is costing me money.

QuickBooks keeps raising their prices and the service has gone down.  This is becoming a real.problem.as I have spent several hours trying to get a resolution and the tier one people are incompetent.  I ask to have it escalated and they tell.me there is nothing that can be done.

So.much for customer service.  I am growing tired of canned responses, of doing the same thing over and over with no change.  That's the definition of insanity, repeating something over and over and expecting a different outcome.

Your tier one folks don't help, they just cause me to waste more time.  How about you have a tier two or three person contact me? [removed]

I'd be happy to get this resolved,me contacting QuickBooks has failed miserably and I resorted to this after being totally frustrated.

No more canned responses please.  

Interesting.  I wonder why I've been contacting your customer care team for weeks and they put it back on me.  

And the way they handle trouble tickets is  horrible.  I replay tone ery email asking for help and I get standard replied, them last night I get one saying "since you didn't reply we are.closing the ticket".  

I replied saying I had replied previously and it could not do anything with my reply because like the email said they closed the unresolved issue and the ticket.  They called me once, the phone rand and went to answer it between the first and second ring and they had hung up.

I feel.as though your tier one people just swept it under the rug.  They told me they checked "the database" and there were no others with this issue and made me do stupid things, wasting my time, in an attempt to resolve it, like uninstall the app, clear the cache, all standard responses when there is incompetence 

I'm tired of you guys wasting my time.  I think after all this I deserve a few months credit especially since the app is making using your product extremely interactive and is costing me time and fuel to colkect checks.

I wonder who I can contact regarding, I'm very disappointed in the runaround your help desk people have presented to me.  

I am extremely disappointed in QuickBooks.  Yet you collect my money and keep raising the price for diminished service.

Not a good customer facing model!

Paul,

Did you get a resolution on this issue?  I am having the same problems and getting the same canned responses you have.

I feel your pain, paying for this product that once worked seamlessly and now doesn't is infuriating.

Matt

I am also having this same issue. Why am I paying for additional mobile functionality if I cannot make an invoice on the go?

INCREDIBLY FRUSTRATING.

Quickbooks can you handle this?

We see the importance of managing invoices on the go, @Associated Sandblasting LLC.

Before anything else, we would like to ask if you already tried troubleshooting your mobile app by clearing the existing data. If not, you may want to do it to restore the app to its default version. Refer to this article for more details: Fix common errors in the QuickBooks Online mobile app for Android.

If you already performed some troubleshooting on your end, you may want to contact our Customer Care Team. This way, they can get more details about the experience and investigate to identify the root cause of the problem. These are the steps:

1. Sign in to your QuickBooks Online company using a web browser.
2. Select Help (?).
3. 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.

Feel free to visit this page to see the support availability: QuickBooks Online Support.

Moreover, here's an article to help you handle invoice payments using mobile app: Receive an invoice payment using the QuickBooks Online mobile app.

We're always ready to assist if you have any additional queries related to invoices inside QuickBooks. Feel free to leave a message below. Stay safe. 

Canned reply.  Worthless.  Read my thread..done this many times 

U guys are pathetic 

Same issue, same problem that I can't get any help from Intuit. Even following their canned response, the bot doesn't recognize "create an invoice on the app".

Why are we paying for this lack of service AND lack of support?

Hi there, @hardwood craftsman.

This isn't the kind of service we'd want you to receive. I know the importance of having the option to create an invoice in the QuickBooks Online mobile app. 

Since you've already performed the suggested troubleshooting steps above, I recommend contacting our QuickBooks Team. They can review your account and help you to fix the issue. Here's how to connect with them:
 

1. Go to the Menu.
2. Click Ask QB assistant a question.
3. Type Talk to a human.
4. Describe your concern.
5. Select Connect with us.

While working with our team, you can access QuickBooks through web browsers and create your invoices. This way, you can record your sales and continue with your task. 

In addition, you can run several sales reports in QuickBooks to help review your sales and inventory status. 

If you need assistance recording your invoices, write them down so I can get back to you. I'm always here to help. Take care.

I haven't been able to for months.  Costs me money having to return to customers to get checks.  Some don't trust online banking. 

I've done all the troubleshooting, reloaded the app, cleared caches...

The app is flawed. I can't use browser, I don't have a computer at jobs and it's really hard to see on phone.

Thanks quick ooks for doing nothing to help me. You have FAILED

I deeply understand the significance of being able to send invoices to your mobile app, and we appreciate the cost and effort you've spent with us, Paul.

Since the suggested workaround isn't convenient for you and you've already followed the troubleshooting steps above. Yet, the issue persists. I'd still recommend reaching out to our Technical Support Team. They have the tools to pull up your account securely and will investigate this issue to find a fix.

Here's How:

1. Click the Help icon.
2. Select the Search tab. Then, Contact Us.
3. Choose a general topic where your concern falls. Or, click Ask about something else.
4. Explain your issue in words. Once done, tap Continue.
5. Pick how you want to connect with us: Chat or Callback.

I'm adding this article to guide you in case you need to run a report to get the status of your inventory: Use reports to see your sales and inventory status.

I value the urge to resolve this issue quickly. That's the reason we route you to our support, as this forum is only limited due to its public nature. Please reach us if you have other QuickBooks concerns. We'll do our best to help. Stay safe.

Canned responses. Useless.