Two possibilities just to mind (there could easily be more).
First, they may be asking for copies of your W-2s because they did not receive one or more of them from your employer(s). As you probably know, your employer is required to send a copy of your W-2 to the IRS by January 31st, but sometimes that doesn't happen, and the IRS would like to see what you received from your employers.
In this case, sending images of your W-2 would be what they want (TurboTax sends the data from the W-2, but not a photoimage of it).
Another thing that happens surprisingly often is this: if you received two or more W-2s and the aggregate of the Social Security tax withheld is more than the cap for that year (for 2019, maximum SS taxes to be withheld is $8,240 on $132,900 of SS wages), then if both (or all) of the W-2s are from different employers, then the refund of the excess if put on line 11 of Schedule 3 (1040), which is what I assume you are referring to.
HOWEVER, if it appears that the W-2s are from the SAME employer, then the rule is that you have to go to your employer and ask for the refund, because you can't get it through your 1040.
And how do they know that the two W-2s are from the same employer? Generally, it's because they have the same EIN.
How does this happen? Sometimes companies reorganize midyear, putting you into a "new company" that still uses the mother company's EIN - so it looks like you are still working for the same company.
The new trend towards using PEOs (https://en.wikipedia.org/wiki/Professional_employer_organization ) is also causing confusion, because while you think you work for multiple companies, as for as the IRS is concerned, you are working for the PEO (because your W-2s have the PEO's EIN).
Before we explore what to do about that, come back and tell us if either of these situations sounds like yours, or of there is something else.
