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Your state refund is not shown on your W-2. Your W-2 shows how much you earned in your state, and box 17 of your W-2 shows how much state tax was withheld from your pay. That does not mean you get everything in box 17 back as a refund. If you have no state tax liability you might get it all back, you might get some of it, none of it, or you might owe more. The software does the calculations that tells you if you get a state refund or if you owe more to the state.
Look at your state tax return----you can print it out , Does it show a refund? Does your TT account say that you are getting a state refund?
What does the TurboTax summary show you? What does it say in Tax Home?
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https://ttlc.intuit.com/questions/4124827-how-do-i-connect-with-a-tax-expert-in-turbotax-live
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