Typically, that TurboTax experience is due to entries not meeting the criteria for the worksheet according MA Form 1 instructions (extracted below). You need to have entered more than one W2 with PMFL withholding and the total W2 income must exceed 160,200. If there was only employer you would need to contact that employer for reimbursement.
" W-2 filers: If you worked for two or more Massachusetts businesses that each remitted PFML contributions on your behalf during the 2023 tax year, and the total amount of your combined Massachusetts W-2 wage income exceeded $160,200, you should complete the worksheet)"
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To be eligible for a credit the total PFML contribution amount remitted on your behalf must exceed $509.44. If only one employer withheld PFML contributions, and your PFML contributions exceeded the proper amount due, you must seek reimbursement from your employer. You are not eligible to claim a credit on line 49."
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