"Home screen grid" feature is gone!

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Android Central Question

My wife and I own the s20 ultra. She recently tried to find out how to change the grid on her home screen but was unable to. I tried to help her to try and figure out how and found out that her "home screen grid" feature that is supposed to be accessed from within her display settings is gone! We tried several times but it is not there! Now there is no way to change her home screen grid, unless there is a different way that we don't know.
We thought also about having her reset her phone to factory settings but she doesn't want to do that. Can anyone help us?