If it won't let you efile the Massachusetts state return, will it let you print the state return if you choose to file by mail? Or does it not even let you get that far before it gives you that same message that you don't qualify for the Free File Program and to go to the IRS Free File site and choose a preparer?
I've asked a TurboTax Moderator to review this thread later today as well as your Support experience, and hopefully assist you further with this complicated issue. It's also possible other users like me may add to the thread. Sorry you're having to go through all that.
ADDENDUM 2/06/20 2:25 PM Pacific:
Once it's clear what all is going on, it "might" be possible to move your *.tax2019 data file out of our online account and to finish it in the desktop software installed on your computer, where you can finish and choose to file just the state return. If they decide to go that route, TurboTax should furnish you the desktop software as a download.
