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oandj19
Level 1

When trying to switch my products and service to categories, I get this: "Something went wrong on our end, and we couldn't switch you to Categories. Please try again"

I try again and get the same result. I am super admin on my QBO Plus company file. What to do?
6 Comments 6
Adrian_A
Moderator

When trying to switch my products and service to categories, I get this: "Something went wrong on our end, and we couldn't switch you to Categories. Please try again"

Let's run some steps to determine why you're getting an error, 

oandj19.

 

A browser-related issue may be preventing you from modifying the category of your product and services.

 

To start with, let's open QuickBooks in an incognito window. It isolates any browser-related concerns. You may use these keyboard shortcuts to open one:

 

  • Google Chrome: Ctrl Shift N
  • Mozilla Firefox: Ctrl Shift P
  • Microsoft Edge: Ctrl Shift P
  • Safari: Command Shift N

 

If it works, you can go back to a regular browser and clear the cache. Once a cache is piled up, it can be a reason for some unexpected behavior on the opened pages like QuickBooks.

 

You can also switch to a different browser like Google Chrome, Mozilla Firefox, Safari, or Microsoft Edge.

 

You may bookmark this article that has information when grouping items: Group your products and services into different categories.

 

 May your business continue to bloom in the coming new year! Have a great day!

oandj19
Level 1

When trying to switch my products and service to categories, I get this: "Something went wrong on our end, and we couldn't switch you to Categories. Please try again"

Yep, did that in 3 different browsers with no luck. 

oandj19
Level 1

When trying to switch my products and service to categories, I get this: "Something went wrong on our end, and we couldn't switch you to Categories. Please try again"

Yep, tried three different browsers, incognito mode AND removed extensions, even went so far as to uninstall chrome entirely and reinstall and still same result.  

BettyJaneB
QuickBooks Team

When trying to switch my products and service to categories, I get this: "Something went wrong on our end, and we couldn't switch you to Categories. Please try again"

Thanks for sharing an update regarding the actions that you've taken to error when switching categories sorted out, @oandj19.

 

When switching items to categories in QuickBooks Online, make sure that there are no open transactions in the item that you're trying to switch. You also need to verify that there are no entries that link both the items and sub-items.

 

Moreover, the dates and quantity of the product/service will also affect the transaction on your inventory reports when switching categories. I recommend checking this information if it's accurate.

 

Once verified and the problem continues, I suggest reaching out to our Customer Care Team. They have the tools that can help further investigate the root cause of this error.

 

Here's how you can contact them: 

  1. Click on Help at the top menu bar.
  2. Hit on the Contact Us button.
  3. Enter a brief description of the issue in the What can we help you with? box.
  4. Press on Let's talk.
  5. Select on Get a callback.
  6. Key in your contact details, then tap on Confirm my call.

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I'm just a few clicks away if there's anything else you need. I'll ensure you're all set. Wishing you all the best in everything that you do.

oandj19
Level 1

When trying to switch my products and service to categories, I get this: "Something went wrong on our end, and we couldn't switch you to Categories. Please try again"

@BettyJaneB !!! Thank you for this info! It’s the most insight anyone has provided!

Just to make sure I understand correctly, I cannot have any pending estimates or open or overdue invoices containing any item I am that I am trying to move over to categories, correct? 

AlexV
QuickBooks Team

When trying to switch my products and service to categories, I get this: "Something went wrong on our end, and we couldn't switch you to Categories. Please try again"

Yes, you're correct, oandj19.

 

Open transactions can prevent it from switching over to categories. You can run a quick report for that item you want to verify. From the Products and Services page, find the item and select Run report from the Edit drop-down.

 

In addition, I checked our records and found out that this has been reported already. Our Product Team is now working to fix this. If you haven't yet, I suggest contacting our Support Team so they can add your company to the investigation.

 

The new "Help" menu interface: 

  1. Click the (?) Help icon and choose the Talk to a human option (then type it again when prompted).
  2. When asked by the bot, enter INV-51131.
  3. Select I still need a human, then proceed with Contact us.
  4. Tap Let’s talk then choose either Get a call or Start messaging

For the old "Help" menu:

  1. Click the Help icon, then the Contact Us button.
  2. Enter INV-51131 in the What can we help you with box.
  3. Proceed with the Let's talk button.
  4. Select either Start messaging or Get a call button.

I added some articles for more details about product and services:

Leave a comment again if you need more help. We'll respond as soon as we can.

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