To clarify, are you using the online version of TurboTax? Or the Mac Desktop version?
We would like to take a deeper look at this. It would help to have a diagnostic file which is a sanitized copy of your tax return that has all of your personal information removed. You can send one to us by following the directions below and posting the token number here so we can access the sanitized return.
TurboTax Online:
- Sign in to your online account.
- Locate the Tax Tools on the left-hand side of the screen.
- A drop-down will appear. Select Tools
- On the pop-up screen, click on “Share my file with agent.”
- This will generate a message that a diagnostic file gets sanitized and transmitted to us.
- lease provide the Token Number that was generated in the response.
TurboTax Desktop/Download Versions:
- Open your return.
- Click the Online tab in the black bar across the top of TurboTax and select “Send Tax File to Agent”
- This will generate a message that a diagnostic copy will be created. Click on OK and the tax file will be sanitized and transmitted to us.
- Please provide the Token Number that was generated in the response.
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