Why does receipt scanning ignore sales tax, shipping, and confuse unit price with total price?

Hello, @ghanweck.

In order for the receipt scanner to capture everything as it did a month ago, it would greatly benefit your business. I understand how important this is for your operations, and I'm here to help you troubleshoot this matter.

The issue you're experiencing, where the receipt scanner fails to capture everything as expected, may be caused by your app's cache. To address this, I recommend clearing the app's cache to free up space and enhance its performance.

If you're using iPhone, you can follow these steps:

1. Tap on the Settings icon and then choose General.
2. Click on iPhone Storage and choose the QBO app.
3. Tap on Offload App to remove the app and its data temporarily, or tap on Delete App to remove the app and all its data permanently.

For Android:

1. Go to the Settings app on your device.
2. Scroll down and select App or Applications.
3. Find the QuickBooks app and tap on it.
4. Select Storage and then tap on Clear Cache.

If the problem continues, we can uninstall and reinstall the QuickBooks app to ensure it functions properly.

Additionally, please make sure your QuickBooks Online (QBO) app is updated to the latest version from the App Store (iOS) or Google Play Store (Android). The mobile app updates automatically as long as you have an internet connection, syncing with the latest information from the server.

Let us know if you have further questions. We'll be right here to help you anytime.

Hello Ghanweck,

I just wanted to follow up to check if the resolution we provided helped resolve your issue.

Please let us know if everything is now working as expected or if you're still experiencing any problems.

We'll be glad to assist further if needed.

Hi, I am using the browser-based version of QuickBooks Online.  The issue occurs when I upload a receipt or invoice via the browser interface.  After QuickBooks processes the document, when I review it, it is often missing sales tax, shipping, etc... that's where the problem manifests.

Thanks,

Gerald

Hi Ghanweck,

Thank you for confirming you're using the browser version. To ensure QuickBooks' built-in scanner accurately reads your receipt, let’s refresh your browser’s connection.

Before proceeding, ensure your receipt is a clear image and saved in the correct format for proper processing.

I suggest uploading the receipt using a private or incognito window, as outdated or corrupted cache files can sometimes cause display issues or interfere with OCR results.

Alternatively, switching to a different supported browser may resolve compatibility issues and improve performance.

Feel free to reach out if you need further assistance. We're here to help!

Hi,

I am using Firefox 147.0.3 on Windows 11.  I have cleared the browser cache.

While some receipts/invoices are scanned, many that exhibit this problem are fully electronic: PDFs generated electronically by the vendor (e.g., Amazon) or printed to PDF from a website (e.g., Home Depot).  The sales tax, shipping, and vendor name are clear in the receipts/invoices.  Quickbooks just fails to process them correctly with some regularity, ignoring sales tax, shipping, and even confusing unit price with total price (e.g., Amazon).

This is not related to the quality of the scan, since this happens on fully electronic print-to-PDF receipts and invoices.  The PDFs upload properly.  It is a Quickbooks processing problem.

Thanks,

Gerald

Hello, Gerald. Thank you for the detailed explanation of the issue. The issue appears to involve the processing of electronic receipts or invoices. Clearing your cache was a useful step, and our technical team can assist further to resolve this.

I recommend contacting our QuickBooks Live Support team for advanced assistance. They can take a closer look at this processing issue and offer specific guidance or solutions to improve accuracy moving forward.

Here's how to contact them:

1. Sign in to your account.
2. Click the Help icon in the upper-right corner.
3. Go to the Search tab and enter "Contact Us" in the search bar.
4. Click Contact Us, then select either the Chat or Callback option.

To check the availability of support, visit this resource: Get help with QuickBooks products and services.

Please let us know in the comments if there's anything else we can assist you with.