Receipt snap function stopped working. I tried old suggestions of clearing out the cache, uninstalling/reinstalling the app, etc. I have an Android. Any suggestions?

Good morning, @tchillot. 

Congrats on making your first post here in the Community! I'd be more than happy to point you in the right direction to get this receipt snap function working again for you. 

I appreciate you taking the time to try some of our troubleshooting steps for the mobile app. To clarify, is the feature not working at all or sometimes working? 

In the meantime, let's use one more step to help narrow down the problem. I recommend turning your Android device off and then back on. 

If the issue persists, reach back out to me and we'll get you taken care of. I'll be waiting for your response! 

Hi Candice, thanks for the reply. So, it ceased working as of last Thursday. I snap a receipt and am then met with "Uploading Documents" (as per the attached image) that just constantly spins, for which I've tried several receipts with different backgrounds, etc. To rule out a phone issue, I just made a mobile deposit to my bank which also relies upon my phone's camera, and it was successfully processed.

I did power down/power up the phone a few times over the weekend to no avail. And I did mis-speak in my original inquiry: I have NOT yet cleared the cache ("Refresh Data") for fear it would wipe out all that I have already stored over the past year as that would be even more problematic.

Any other ideas?

Hello there, @tchillot.

I understand the importance of snapping a receipt in the QuickBooks Online (QBO) mobile app.

You can perform basic mobile troubleshooting to help you sort this out. Please note that everything that you uploaded will only remain in QBO and it will not wipe out the data that you've stored.

 Follow these steps if you're using an iOS device:

1. Select the menu at the top right and then choose Help & Feedback.
2. Click Refresh Data and Refresh.

For Android devices:

1. Select the menu at the top right and choose Settings.
2. Press Refresh Data and choose Yes.

In your Phone Settings:

• Android - From your phone's settings, select Apps (varies by device). Choose the QuickBooks app from the list and select Storage. Select clear data.
• iOS - From your phone's settings, select Settings, then, click on General and choose iPhone Storage. Select an app that's taking up a lot of space. To free up the storage without deleting the documents and data for the app, select Offload App.

Once refreshed, restart your mobile phone, and check if you'll be able to snap a receipt. Just in case the issue persists, uninstall and reinstall the QuickBooks mobile app. I'm adding this article for your reference about mobile app features that are supported on mobile devices: Compare mobile app features.

For reference, I'll add this article to help you email your expense receipts and bills to get them into QuickBooks Online: Email receipts and bills.

Please keep me posted on your progress in getting this issue resolved, @tchillot. I want to ensure that the receipt function will now work.

Thanks Clark. I tried all of the prescribed remedies, but to no avail, still not working.

Is it possible this issue is concentrated to only Android users? Others I've read in this community with the same issue all seem to be of the Android phone variety. I recall a couple posts referenced Samsung phones (mine is a Google Pixel). 

If there's no remedy, I found success with using the e-mail feature. Not quite as convenient but good enough until a more permanent fix is discovered.

Snap is not working on my Samsung.  It has been working just fine for 6 month and now it wont upload anything.  It seems to always be refreshing.   I re-installed the app, restarted the phone, change passwords etc... please help.

Thanks for joining the forum, and sharing your concern here on this thread. I see the snap on your Samsung is not working. I've got you! I have here some information relating to this issue.

We currently have an open investigation (INV-96340) into this concern. For now, it is best to contact our QuickBooks Online Support Team so they can include you in the list of affected users. This way, they will be able to notify you as soon as any solution is available.

To speak with one of our experts from QuickBooks Online Support. Please follow the steps below to contact support:

1. Sign into your QuickBooks Online company. Select Help (?).

2. Choose either tab: Assistant or Talk to a Human.

3. Search or click Contact Us.

4. Start a chat with a support expert.

You can contact us from Mondays to Fridays, 6 AM to 6 PM PT, and Saturdays, 6 AM to 3 PM PT.

I'm including these articles you may find helpful in the future while working on a task in QuickBooks Online:

• Upload your receipts and bills to QuickBooks Online.
• Email receipts and bills to QuickBooks Online.

Your patience on the matter is well appreciated. Our engineers are working hard to find the best solution to rectify this snapping issue. If you have further questions about the sales receipts, drop a comment below, and I will answer them in any possible way. Have a good one!

Happening on Iphone also. Stated remedies don't work. I will find another provider.