Hi Giselle,
Yes, I downloaded, then printed out the return and mailed my tax return myself. For me, there was no problem doing it this way.
I can describe my experience with one word, "Frustrating." When I got the "Ooops...." I tired a number of times doing different things to try and resolve the problem. Since I always pay for the support I called TT support two different times over a two week period. They both said that it looks like a glitch and for me to check back. I mention this in a link to another post, I finally tried again about a month later telling them about the problem and that the problem still existed. Got the same reply from TT support, "It must be a glitch".
I'm not going to waste my time and pursue this problem anymore, because as long as I can download my return and print it out and mail it, that's good enough for me.
Just to let you know, I always print and mail my return. For some reason I'm unable to file electronically, eFile whatever it is called. I tried once and the notice came back saying the eFile was rejected. I contacted support and they said it's probably something to do with my foreign address. Since I'm a US Expat living his dream in Japan I don't get a refund nor do I have to pay anything there's no use in using eFile.
Bottom line: I try to not get over frustrated with this. I'm content to download, print and mail my return. I'm in no hurry since there's no refund nor do I have to pay any taxes. Mailing in fine with me.
I have total empathy for you. So my suggestion is, if you're like me, in that you don't get a refund because of the Foreign Income Tax exclusion, not sure how much it is, it's about $100,000. As long as we are making less than that amount we don't have to pay any taxes. So if this is your situation, I'd download, print, and mail the return so you can at least get the filing of your tax return out of the way.
I may plan on trying to finish the 'online filing in our TT dashboard' sometime later, after the Corona Virus has quelled down and possibly contact TT support telling the history of the problem from Feb 2020. When or if I do, I will definitely post my update here.
Sorry I couldn't be of more help. If you do have any success with the "Ooops..." problem, please post your experience here. Good luck.
