Group by drop down not working on some client accounts

Hi there, MariTax. 

I understand how frustrating it can be when some of the client's accounts are not working. I want you to know that I'm here to provide some steps to get Group by dropdown working. 

It could be that you're experiencing a browser-related issue. There are times that the browser is full of frequently accessed page resources, thus causing websites, like QuickBooks Online (QBO), to act weirdly. Try logging into your QBO account using a private browser.

You can use the shortcut keys below:

• Google Chrome: Ctrl + Shift + N
• Mozilla Firefox: Ctrl + Shift + P
• Safari: Command + Option + P

If it works, go back to your regular browser and clear its cache. Or else, try using a different supported browser. It could be a temporary issue with QuickBooks and the current browser that you use.

To clear out temporary internet files that might have caused the issue. Use this article as a guide: Clear Cache And Cookies To Fix Issues When Using QuickBooks Online.

For future reference, read through this article: Customize reports in QuickBooks Online. It'll help you learn about personalizing your report to show specific details that are only relevant to you and your business. 

Please know that you're always welcome to swing by anytime if you still have questions or concerns with QuickBooks Online. I'll be around to help. Take care and have a good one.

I am extremely hesitant to clear cookies and such because I sign into a lot of things that require secure access codes from my clients. If it helps resolves this portion of the diagnosis, a coworker actually brought this problem to my attention and I went to the same two client examples and ran into the same problem. One had Group by drop downs, and the other did not. So it's two completely different computers seeing the same problem (and non-problem) for the two example accounts.

I am experiencing exact same issue here. Group by drop down feature doesn't work for one of my clients, but other clients have no prblem. I am wondering if you ever fixed this issue. If you did, would you mind sharing how you fixed it?

Thanks,

Tungaa

Hi there, tungaa81.

I'll be sharing extra details about the steps shared above to resolve the unexpected issue in using some features in QuickBooks Online. Then, routed you to the right person to assist you further on your concern to ensure you can get back to managing your business.

Sometimes a cache full of history and temp files can cause unexpected behaviors, such as being unable to use the Group by drop-down feature or doesn't work. With this, I recommend following the suggested troubleshooting steps shared above or logging in to your QuickBooks account using a private browser. Then, try to utilize the said option from there.

Use these keyboard shortcuts based on the browser you're using:

• For Firefox or Microsoft Edge, press Ctrl + Shift + P.
• For Chrome, press Ctrl + Shift + N.
• For Safari, hold down Command + Shift + N.

If it works in incognito, you'll have to clear the cache of your regular browser. This deletes the history or log of sites so you can start with a clean slate.

If the steps above didn't work, use another supported browser as an alternative.

However, if the issue continues to occur, I suggest contacting our QuickBooks Support Team. They have the tools to review your account and conduct screen sharing to help investigate why the Group by drop-down feature doesn't work for one of your clients.

Lastly, you may refer to this article on how you can open a client's QuickBooks company file to review their books, edit transactions, and fix issues: Open and review clients' QuickBooks Online or Self-Employed accounts.

Let me know if there's anything else you need help with managing your clients or any clarifications provided above. I'm always here to help you anytime, tungaa81. Take care and keep safe!

Tried private mode and 3 different browsers, this solution doesn't work 

We won't rest until the Group By drop-down is taken care of, @bradleysugarman.

I appreciate you for following the troubleshooting above. Since all the troubleshooting steps didn't work, I recommend contacting our QuickBooks Support Team. One of our agents will investigate this further and provide additional troubleshooting steps to get this fixed. They can also create an investigation ticket if other users are experiencing the same. 

To reach them, please follow the steps below: 

1. Go to the Help menu, then click Contact Us.
2. Type your concern in the box and tap Let's talk.
3. Choose either Get a call or Start a chat.
4. Complete the required data and submit the request.

Make sure to contact them within business hours to ensure a swift response.

Additionally, visit these articles below on how to manage client's accounts and personalise financial reports in QuickBooks: 

• Manage clients in QuickBooks Online Accountant
• Learn how to get the most out of your financial reports

Let me know how else I can help you with QuickBooks by adding a comment below. I'm more than happy to lend a helping hand. Keep safe!

You can clear the cache to individual websites by clicking the lock in the address bar. In Firefox it will say "Clear cookies and site data..." and in Chrome it will have "site settings" which takes you to a page with a "Clear Data" button.