I have used turbotax for 15 years. This year I was doing it online. I had a very big capital loss carryover from 2018 that the program would not recognize. I spoke to one of their accountants who couldn't figure it out either but assured me the technical people said everything was fine. The accountant referred me to an IRS publication that could have been in Sanskrit and explained nothing. I downloaded the the program to my computer and without doing any tricks it immediately recognized the loss carryover. Both of these are TurboTax products. They have a problem.
