I cannot access my 2024 return to amend and can't reach a tax expert with Max product

[enginy]

Apparently a lot has changed on the website in 2026 and I can't access my 2024 return anymore. I am required to download the desktop app, which I don't have and I don't want to pay extra for. I called the customer support and they confirmed with my MAX service, a tax expert will be handling my amended return but the help chat window doesn't connect me to an expert without me starting my amendment myself first. I am stuck and would appreciate any help.

[PatriciaV]

If you are required to prepare your prior year return using TurboTax Desktop, please contact your tax expert and request a download of the software to your TurboTax account. There are some situations that cannot be amended in the online version.

You can also call 1-800-4-INTUIT (1-800-446-8848) and explain your situation - escalate if necessary.

[enginy]

Hi @PatriciaV,

Thank you for your reply. I don't have access to my tax expert anymore. I used to have a chat message option when they were working on my return but after the filing, that was removed. The app/website doesn't let me get connected with a tax expert until I start my amendment myself first, which I cannot do without the software download according to the website.

I called the customer service twice, they said a tax expert will get in touch with me. My last contact was over 4 days ago and nobody reached out yet.

Do you recommend me calling again and just say 'I would like to escalate this'?