Deductions & credits

To clarify and assist you further, we will need a diagnostic copy of your return. Be assured that no personal information is included in the diagnostic copy. Just the data entries.  For us to receive the diagnostic copy we need you to follow the following steps if you are using TurboTax online (I will list the steps for TurboTax desktop below):
 

1. Sign in to your TurboTax account in a browser
   • If you are using the TurboTax Mobile app, you must sign in to TurboTax.com from a browser (on your phone or other device) instead
2. Open or continue your return
3. Select Tax Tools, and then Tools
4. In the Tools Center pop-up, select Share my file with Agent
   • You will be notified that all personally identifiable information (PII) is being removed
5. Note and best to write down the seven-digit token number that appears
   • Relay this token number to us
6. Select X to close the Tools Center pop-up

If you are using TurboTax desktop, please use the following steps:

1. Switch to interview mode in TurboTax
2. Go to any screen except the Welcome screen
3. From the menu, select:
   • Online if they’re on a PC
   • Help if they’re on a Mac
4. Select Send Tax File to Agent
   • You will be notified that all personally identifiable information (PII) is being removed
5. Note and best to write down the seven-digit token number that appears
   • Relay this token number to us
6. In the pop-up, select Send to save a copy to your computer.

Once we receive this, we should be able to look closer at the issue you are having and hopefully come to a resolution.

@MarkSlocum 

@aesmith4