Yikes! This is not the experience we want for our customers! We would like to investigate this issue further. If you’re willing, we would like to ask if you could provide a Diagnostic File of your return. This copy will be purged of all personally identifiable information. If you are willing, please follow the instructions below to get us the necessary information.
TurboTax Online
- Sign in to your online account.
- Click on “Tax Tools” to the left-hand side of the screen.
- A drop-down will appear. Click on “Share My File With Agent”.
- This will generate a message that a diagnostic copy will be created. Click “OK”. The tax file will then be sanitized and sent to us. This action will generate a Token Number
- Please respond directly to this message and provide the Token Number that was generated.
TurboTax Desktop
- Open your return.
- Click “Online” and select "Send Tax File to Agent".
- This will generate a message that a diagnostic copy will be created. Click “OK”. The tax file will then be sanitized and sent to us. This action will generate a Token Number
- Please respond directly to this message and provide the Token Number that was generated.
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