Something went wrong on our end, and we couldn't switch you to Categories.

Hi @jonathanack.

Make sure that there are no open transactions in the category when attempting to edit it. Or there's a transaction that links both the items and sub-items. Dates and quantity of the product/service would affect the transaction on your inventory reports when switching categories.

I'll add this article as your reference in grouping items when managing categories: Group your product and services into different categories.

Just in case you wanted to check how it would look like when assigning groups to products/services, you can run the Inventory Valuation Detail report by utilizing the Search icon 🔍 on the top right. Managing categories makes inventory reports organized in manner.

Please feel free to reply to this post for more questions. I'll keep my notifications open. Stay safe and healthy!

Sorry if I was not clear.

We have not even started using categories yet. 

I clicked on the link that said to switch to using categories (from old items->subitems) and then get the error.

see attached.

Sorry if i was not clear.

We have not even started using categories yet.

The error occurs when clicking on the click to switch the settings so we can begin using them (from old items-subitems system)

see attached.

Hello there, jonathanack.

There are times that your browser is full of frequently-accessed page resources causing QuickBooks Online (QBO), to act strange. You can log in to your QBO account using a private browser to rule out any cache-relatd issues. 

Here are the keyboard shortcuts:

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

If it works, clear your browser's cache to speed up the loading process of the QBO website and for the system to start fresh. You'll also want to use a different browser.

Once done, you can try switching to categories.

For future reference, you'll want to make sure that you've selected the correct account for your transactions: Change The Account for a Product/Service Item.

Post a reply if you have any other concerns. I'll always make sure to get back to you.

already tried clearing cache and using private browser window (incognito)

same error still occurs.

Good afternoon, @jonathanack. 

Thanks for following up on this thread. 

I did some research, and there's an investigation about this issue, and our product team is investigating this. I recommend getting in touch with our QuickBooks Online Support Team, so you can be added to the list of affected users and receive an email notification once we resolve the issue. 

You can refer back to this article as it has additional information on how to get in contact with our QuickBooks Online Customer Support team. 

Feel free to let me know how it goes. I'm always here to lend a hand and help. Take care!

yes please inform me if there is any fix to this issue at:

[email address removed]

as we built a web app that is using categories via the api which works fine in sandbox mode but

our live account receives that error when attempting to switch to using categories

Hi there, @jonathanack.

You'll be informed after you've spoken with QuickBooks Phone or Chat support. They will include you in the list of affected users. Here's how to contact them:

1. Log in to your QuickBooks Online account and go to the ? Help button.
2. Click Contact Us at the bottom.
3. Enter your concern like, "Nothing happens when I click Switch now button in Product Categories."
4. Click Let's Talk and choose how you wanted to be assisted it's either Get a Callback, Chat, or Get the phone number.
5. Follow the on-screen instructions and fill out the necessary information so that they can verify your account.

I've added some screenshots too.

Also, we have changed our support hours from 6 A.M. to 6 P.M. Pacific Time during Monday to Friday. due to this situation, we will get back to the normal support hours as soon as possible.

Count me in if you need anything else. I'll be here to help. Stay safe.

I am having the exact same problem! it is september, this issue has been going on for months. i have contacted qb help and spent hours and no one is helping. I also set-up price rules, but even this doesn't work properly. unable to select more than 10 individual items for a price rule. i have over 40. 1 price rule i have is that there is a 5% discount that i have to choose manually. However, if I select the default sales price and happen to change the date of the invoice, it changes the price to the 5% off price! 

please help, i have no idea of knowing (as i saw elsewhere) "that there are no open transactions in the category when attempting to edit it. Or there's a transaction that links both the items and sub-items. Dates and quantity of the product/service would affect the transaction on your inventory reports when switching categories"  But this may be for existing categories, I have never set-up categories. PLEASE HELP!!!

Hello, @bschimanski.

We recently had an issue when trying to use categories for products/services. They'll encounter the error "Something went wrong on our end, and we couldn't switch you to Categories. Please try again." However, this was already marked as resolved.

If you're still having this error, I suggest reaching out to our Customer Support to let them know that you're still encountering the error. They have the tools to further check your account to isolate the error and help you resolve it.

You can follow the steps provided by my colleague MarsStephanieL on how to contact the QuickBooks Online Customer Support team.

If your rules aren't working, double-check how they're set up to make sure they aren't missing the transactions you want them to catch. Check thisset price rules in QuickBooks Online article for more information. 

I'm always here if you need more help with your account. I'm always here to assist. Have a great rest of the day!

No resolution besides get in touch with customer support?  So very intuit. 

Hi there, oandj19.  

Since we tried all the resolutions above and still failed to fix the error,  We suggest contacting our support team since Community had limited access to your account.   

Our customer team can be able to pull up your account and help you determine the problem.  

You can follow my colleague's steps above on how to contact our support team. 

You can always post in the Community if you need further assistance. I'm always here to help you any way that I can. Have a nice day.