Working on an iPad, whenever I try to send an invoice it gets stuck in constant refresh and crashes. So far customer service has been unhelpful

Hello, natural gardens.

I know how convenient it is to be able to send invoices on-the-go using the QuickBooks app. I also appreciate the things you've done to fix this. Not to worry, I have some troubleshooting instructions here so you can work continuously without interruptions.

To start, did you receive an error code when sending an invoice? This will help me provide a timely resolution. When using a mobile application, you’ll need to make sure you have the updated version so you won’t receive errors when sending invoices. 

The cache data that is stored causes strange behavior or outcomes. To get this resolved, I recommend resetting the app data in your QuickBooks App. This helps refresh applications and eliminates common issues that cause your screen to freeze. 

Here’s how:

1. Go to the Burger icon at the top.
2. Select Help & Feedback.
3. Click Refresh Data, then tap Refresh.

You’ll also want to clear your cache on your device as well. I’ll show you how:

1. Navigate to the Settings, then select General.
2. Choose your Ipad’s Storage. 
3. Select an app that's taking up a lot of space. 
4. To free up the storage without deleting the documents and data for the app, select Offload App. 

If the same things happen, we'll have to uninstall and reinstall the mobile app. To accomplish this, refer to this page: Download and install QuickBooks Online for iPad. This contains information for iOS users like you.

In the meantime, you'll want to consider logging in to your QuickBooks Online account on a browser. This way, it will help us identify if it is a mobile app issue. From there, you can create and send invoices to your customers.

You'll also want to know more about how to personalize the invoice details using the QBO mobile app or browser. Just refer to these articles on how to do it: 

• How to customize invoices using QBO mobile app?
• Customize invoices, estimates, and sales receipts in QuickBooks Online

Once everything is settled, check out these guides to learn how to receive invoice payments to balance your accounts: 

• Record invoice payments in QuickBooks Online 
• Receive an invoice payment using the QuickBooks Online mobile app

Keep me updated if you have other questions in managing your invoices. Do you need help taking care of other transactions in QuickBooks? Please let me know and I'll help you out. 

Thank you for your response. 
my screen doesn’t look like that. Under ‘help’ it just says articles and support, which leads in circles. No option for refreshing data. Neither on my iPad or iPhone. It sounds like your other suggestion is to clear apps so I can free up data. I’m not sure data overload is the problem, I’ve got data capacity to spare. Still, every time I send an invoice the app crashes in a state of constant refresh. I think the bills are going through but I have to clear and reopen the app each time. 

Hi there, @Natural gardens.

Refreshing the data of QuickBooks Online installed on your mobile device is one of our troubleshooting steps to get rid of some unexpected problems while using the app. Have you followed the next suggestion saying you need to delete and install the app again?

If yes, and the results are still the same, I'd recommend contacting our Customer Care Support. They can create a ticket associated with your account and submit it to our engineering team for further investigation.

Here's how:

1. On your QuickBooks Online app, go to the ? icon.
2. Select Help and Support.
3. Click Contact Us.
4. Enter your concern in the What can we help you with? field.
5. Tap Let's talk.
6. Choose a channel where you wish to connect with our dedicated support.

You can also visit this article on how to contact them: Customer Support Team. 

I'll be sharing these additional articles that will help you manage your bills and invoice payments in QuickBooks:

• Receive an invoice payment using the QuickBooks Online mobile app
• Enter and manage bills and bill payments in QuickBooks Online

Let me know how the call goes and if you have additional questions. I’m always here to keep helping. Wishing you the best!