QuickBooks Self-Employed relies on some of your phone’s native settings to track trips. Sometimes new or updated system settings like battery optimization or location access affect whether the app can track your trips.

Here’s some info on what to do if QuickBooks starts missing trips or stops tracking them altogether. Following all of the steps described here usually resolves most mileage tracking issues.

iOS Devices

iOS location access

IMPORTANT: In iOS 11, every app has three options available for location access:

  • Always
  • Only While Using the App
  • Never
Mileage tracking works only if location access is set to Always. It won’t work if set to Only While Using the App because that means you have to actively be using our app while you’re driving. Of course, you need to keep your eyes on the road and your hands on the wheel (10 and 2, friends) and not on your phone. Note that QuickBooks Self-Employed does not use your location for anything other than mileage tracking.

If your trips aren’t being tracked automatically, check these settings on your phone:
  1. In your phone’s Settings, make sure that Wi-Fi is on. We require this for location accuracy.
  2. In Settings, scroll down to the Self-Employed app and make sure that:
    • Location access is set to Always 
    • Motion & Fitness is on 
    • Background App Refresh is on 
    • Cellular Data is on
  3. Check that you’re running the latest version of the app. You can see if there are any updates available in the App Store under the Updates tab.
  4. On the mileage tab of the QuickBooks Self-Employed app, make sure that the auto-tracking toggle is green and set to On.

Note: For trip tracking to work, you must be logged into the app, but the app doesn’t have to be open.

If you’re still experiencing issues with tracking trips, please use the app to reach out to our support team. Let them know you went these troubleshooting steps. When you submit the case through the Help tab, you’ll be asked to attach a log file to help our team troubleshoot your issue. Please agree to attach the log file so that we can get to the root of what the issue may be for your phone.

Android Devices

Enable Location Services

Location services is a key setting QuickBooks Self-Employed relies on. It tells the app where you started and ended your trips. To ensure the highest accuracy for location tracking, set the location services to High Accuracy:
  1. Go to your phone’s Settings.
  2. Select Location, which can be found under the Personal, Permissions, General, or Privacy and Safety section. 
  3. At the top, toggle Location to ON
 

Permission to Run in the Background (whitelist)

Make sure QuickBooks Self-Employed has permission to run in the background while your phone is using data. Depending on your device, you may have one or two settings to enable:
  1. Go to your phone’s Settings.
  2. Select the Application Manager.
  3. Find the QuickBooks Self-Employed app and select Mobile Data.
  4. Toggle Allow app while data saver on or Allow unrestricted data usage to ON.
  5. Toggle Allow background data usage to ON.
 

Update QuickBooks Self-Employed

  1. Open the Play Store.
  2. Select the Menu icon in the upper left. 
  3. Select My apps & games.
  4. Select Installed.
  5. Swipe down to find QuickBooks Self-Employed (typically listed as Self-Employed in the S section).
  6. If it says Update to the right, click Update. If it says Open, it means your app is up to date. 
Disable Battery/Memory Optimization Settings for QuickBooks Self-Employed

While these settings are great for stretching battery life, memory, and data, they can make QuickBooks Self-Employed delay or divide trips unexpectedly when they’re activated. 

Each device type has different settings that optimize battery, memory, and data. Follow the link that matches your device type for specific instructions on disabling these settings. 

 
Enable Track Slow Speed Trips
  1. Sign into QuickBooks Self-Employed.
  2. Select the Menu icon in the upper left, and then select Settings.
  3. Toggle Track Slow Speed Trips to ON. The toggle is blue if enabled. 

Complete a “health inspection"

  1. Sign into QuickBooks Self-Employed.
  2. Select the Menu icon in the upper left, and then select Settings.
  3. Swipe down and select Mileage Tracking.
  4. Find the list of settings with green, yellow, or red “lights.” 
    • A green light means all of the settings are on correctly and don’t need to be fixed or reset.
    • A yellow light means there’s a “test” to do. It usually appears if settings went from red to green, and we want you to verify or “test” something.
    • A red light means there’s an issue to be fixed.
  5. If you have a red light, select Fix This
  6. Once you fix the setting, take a trip to test mileage tracking. If it doesn’t seem to be working correctly, go back to Settings, select Mileage Tracking, and select Send Logs
Once you finish these tasks, take a drive or two. If you’re still having issues with trips not tracking, please reach out to our support team through the app and let them know you've followed the steps listed in this article.