Hi I signed in to my quick book online account from a new phone and it comes up only one customer and the rest of my customers doesn't show up (only on new phone)

Thanks for reaching out to us, usershulem.

I need to ask for additional information to help you see your old data using your new phone. Any information can help me provide the best solution to fixing your problem.

Did you use the same user ID and password to sign in to the QuickBooks mobile app after installing it on your new phone? In the meantime, let's check your subscription status under the Profile icon first, as you may have created a new account.

Here's how:

1. Go to the Play Store app.
2. Select the Profile icon.
3. Select Payments & subscriptions, then select Subscriptions.
4. Select the QuickBooks Online app.
5. On the Manage subscriptions window, you'll see a trial for a new account and renewal date for an old account.

If your account is in trial status, you can cancel it and sign in with the same credentials you used on your previous phone. You can refresh your app's data to sync in your old data if you see the renewal date.

Here's how:

1. Go to Settings and select Apps.
2. Choose QuickBooks Online and click on Storage.
3. Select Clear Data.

You can also read this article to learn how to resolve some QuickBooks mobile app issues for your reference: Fix common errors in the QuickBooks Online mobile app for Android.

If you have multiple QuickBooks Online accounts, you'll know how to access them on the app by visiting this resource: Switch between company files on the QuickBooks Online mobile app.

I'll keep an eye on your response, don't hesitate to add any details below. I'll get back as soon as possible to help you.

I have tried

• Deleting and reinstalling the mobile app (3)times...
• Cleared the Cache (3)times....
• Restarted my iPhone after each delete and again after installs and clearing the cache...
• Checked administrative settings in the QuickBooks online accounts...
• Checked the Access Permissions in the QuickBooks online accounts...
• Hard closed any open apps...
• Made sure my phone has the latest operating system installed.

Regardless of everything I've done, I still only get one account, which is my Dashboard Accountant account.

Clicking "Billing & Subscription" in the app gives me either a blank white screen or an error message that QuickBooks "...can't connect...", and to "...try later." Incidentally, I don't have a "Switch Accounts" option in the account settings to try. One place in the app I clicked said I had to be an "Admin" to access...I am the Admin!

My husband's phone, on the other hand, has all the access I've lost, including the little head and shoulder icon on the top left corner, and he has the option to switch accounts in the account settings screen, by the way, he's not an Admin User. The day I lost access, I had just used the app that same morning and it worked as expected, and I made zero changes to my app settings, to my phone, or to QuickBooks online.

I'm at a loss, I even called customer support 3 times, and none of the reps could figure it out.

I'm hoping someone can help. I've tried all of the following;

• Deleting and reinstalling the mobile app (3)times...
• Cleared the Cache (3)times....
• Restarted my iPhone after each delete and again after installs and clearing the cache...
• Checked administrative settings in the QuickBooks online accounts...
• Checked the Access Permissions in the QuickBooks online accounts...
• Hard closed any open apps...
• Made sure my phone has the latest operating system installed.

Regardless of everything I've done, I still only get one account, which is my Dashboard Accountant account.

Clicking "Billing & Subscription" in the app gives me either a blank white screen or an error message that QuickBooks "...can't connect...", and to "...try later." Incidentally, I don't have a "Switch Accounts" option in the account settings to try. One place in the app I clicked said I had to be an "Admin" to access...I am the Admin!

My husband's phone, on the other hand, has all the access I've lost, including the little head and shoulder icon on the top left corner, and he has the option to switch accounts in the account settings screen, by the way, he's not an Admin User. The day I lost access, I had just used the app that same morning and it worked as expected, and I made zero changes to my app settings, to my phone, or to QuickBooks online.

I'm at a loss, I even called customer support 3 times, and none of the reps could figure it out.

I've attached a PDF with two pages of the app. The first is my Quick Actions page showing what's missing, the second is my husband's Quick Action screen. both PDFs have notes to provide additional information.

I appreciate the steps you've shared regarding this concern in this thread, @Kimberlie1.

I understand that you've already contacted our technical support. I also recognize the importance of the switch account feature in QuickBooks, and I want to ensure that this gets addressed. Since you have already performed the troubleshooting steps, I recommend contacting our Technical Support Team to investigate this issue. They can pull up your account in a safe environment and help you find a fix.

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.

Also, I'll add this article to learn which QuickBooks Online mobile app features are supported on mobile devices: Compare mobile app features.

It's best to contact our support team with your concern so they can investigate the situation further. If there are additional questions about mobile apps, Please don't hesitate to click the reply button. Take care.

Michael, 

The first support representative I spoke with over a week ago made a call back appointment for me with the Technical Support Team. Someone was supposed to call me the next morning, but nobody ever called.

With the last support representative I spoke with, had me sign in to QuickBooks via incognito, and she did a great job attempting to trouble shoot, but nothing worked. 

I don't know why the app isn't working on my phone, and so far neither does anyone from the support team. I believe they contacted the Technical Support Team for advice, but all the suggested fixes have failed.

Hello there, Kimberlie.

I understand how important it is to use the QuickBooks Mobile app efficiently. Rest assured that I'm here to guide you to get the best help in addressing this issue. I recommend contacting our QuickBooks support again to investigate this issue further so that this will be fixed as soon as possible.

Here's how:

1. Head to this link: Contact Us.
2. Select QuickBooks Online product and click Continue.
3. 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.

Furthermore, you can also learn the QuickBooks Online mobile app feature differences on other mobile devices.

If you have other concerns besides QuickBooks Online mobile app malfunctioning features, please don't hesitate to leave a reply. I'm always here to assist you.