Oh boy...First of all it is too soon to request an extension for a 2019 return--the form for that will not be available until later in March. So if you need an extension you have to wait for the form. An extension only gives you extra time to prepare your Form 1040--it does not give you extra time to pay your tax due. You still have to pay estimated tax due by April 15, 2020.
If you did use Free File and then found out you do not qualify to use it, I hate to tell you this, but you cannot move the data to a paid version of the software. The IRS has rules that prohibit that. So if you cannot file using Free File, you do have to start over in a paid version. But why could you not use Free File--was your income too high?
You qualify to use Free File if your income was $36,000 or less, or $69,000 or less if active duty military, or if you qualify for Earned Income Credit
But not sure about some of the stuff the "agent" told you--you certainly can e-file using Free File. Did you try to e-file and run into problems--was it rejected? If so, what was the rejection code or rejection message?
If you need/want to go back to the paid software, you have to use a different account and user ID--you cannot use the same account and user ID that you were using for Free File or you will just loop back and forth.
So sorry for the frustration you are having. Hope this helps a bit.
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