Problem

Troubleshooting common issues in QuickBooks Online

If you’re experiencing unexpected behavior while using QuickBooks Online (QBO), such as buttons not responding, pages not loading, or features failing to work, the issue is often related to your internet browser or a temporary system glitch.

This guide covers the most common troubleshooting steps to resolve these errors.

Browser compatibility and pop-ups

QuickBooks Online is a cloud-based application designed to work best on modern web browsers. If specific features (like the “Invite Accountant” button) do not respond when clicked:

• Switch browsers: We recommend using the latest version of Google Chrome, Firefox, or Microsoft Edge. Avoid using Internet Explorer (IE), as it is no longer supported.
• Allow pop-ups: Ensure your browser settings allow pop-ups from quickbooks.intuit.com. Pop-up blockers can sometimes prevent windows from opening correctly.

Clear cache and cookies

A significant number of display errors, “Uh Oh!” messages, or language issues are caused by corrupted or outdated data stored in your browser (cache and cookies). Clearing this data forces the browser to download fresh files from the server.

To clear your cache and cookies:

1. Open your browser.
2. Press Ctrl + Shift + Delete (Windows) or Command + Shift + Delete (Mac).
3. Select the options to clear Cached images and files and Cookies.
4. For Google Chrome, set the time range to All time (or “the beginning of time”).
5. Confirm the action and restart your browser.

Bank feeds not updating

If your bank connection has not updated for several days, it may be a temporary issue with the bank’s connection to our servers.

• Check for known issues: Our engineering team is often aware of interruptions with specific financial institutions. If this is a known issue, you can subscribe to alerts to be notified when the connection is restored.
• Manual import: While waiting for the connection to be fixed, you can manually upload your transactions using the Import feature:
  1. Download your bank statement as a PDF or CSV file from your bank’s website.
  2. Convert the file to Excel/CSV format if necessary.
  3. Clean up the data by removing unnecessary headers or columns (such as check numbers or issue dates), ensuring only the date, description, and amount columns remain.
  4. Go to the Settings (gear icon) and select Import Data > Bank Data to upload the file.

Reporting support concerns

If you contact support and receive information that seems incorrect or inappropriate, please verify you are speaking with an official Intuit representative. We are aware that third-party spammers occasionally attempt to impersonate support staff.

To ensure you are reaching official channels or to report a concern, we recommend contacting us directly through the official Intuit website.

When to check for system outages

Occasionally, specific features (such as “Add more details” on forms) may be impacted by a broader system outage. If a feature is not working for you but works for others, or if you see an error message stating engineers are looking into it, check our official status pages or containment articles for updates. You can often subscribe to these articles to receive an email notification once the issue is resolved.