@ troyskott wrote:
All my docs (W-2s, 1099s, etc) with personally identifiable information have “disappeared” from TurboTax after I uploaded them to the files feature so they could be reviewed and tax forms prepared by a TurboTax CPA. The explanation from my TurboTax CPA is that there was a problem with “syncing during a recent system upgrade. Engineers are looking into it.” It has been a few days now since the docs disappeared, leaving the Documents tab labeled “Safely share documents with your expert” empty. I am uncomfortable about this and would like to get regular updates as to the status of this “syncing” issue. Have other customers experienced loss of documents from the system sync? When will my docs be replaced? Do I have to start over? Is my information compromised? What happened?
Sorry, but I don't know the answer to your questions. I don't know about that circumstance. I personally have not seen other users with that issue, but that doesn't really mean anything since I only sign in for a short time each day and don't see most of the posts in the forum.
From what you posted, it sounds like there is some known technical issue with that feature. When you uploaded the documents, it should have notified the Tax Expert that they were uploaded. Was the Tax Expert notified of the upload, but then he couldn't retrieve them because of this situation? Or did the Tax Expert contact you that they had not been uploaded and was asking for them?
You're asking in a user community forum. This is not a direct route TurboTax Support. Although some support agents answer questions in the forum during the day, so it's possible one might see your thread and have some knowledge about that issue. It's also possible other forum helpers like me might see it.
You should phone TurboTax Support and ask to speak to technical support in realtime.
You can use this contact form to get a phone number.
https://support.turbotax.intuit.com/contact
Hours are 5AM-9PM Pacific (8AM-12 Midnight Eastern) 7 days/week.
If you have any trouble with Support or lack of info about your documents situation, report back, and I'll see if I can get a Moderator to reach out to you.
It may not make any difference (especially if it's a known technical problem at TurboTax), but for the sake of completeness, I'm going to leave instructions in another comment below on how to look for multiple accounts, just in case you have more than one. Many users end up with multiple accounts without realizing it.
