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!