I just went through this same thing and spoke to a rep that was able to get onto my screen. We went back to the W2 portion and even though I had taken a photo and the system input the W2 info, in box 12b, that is where it went wacky and put the code for adoptive child instead of retirement.
So go into your W2 and review the 12b box to ensure it has the right code in it.
Hope this helps! How frustrating that was!
