I doubt contacting turbotax directly will be of any benefit. More than likely it's because of an incorrect data entry or selection on your part. That's not uncommon, as there are many screens where the software doesn't provide the clarity that may be necessary for a given situation. This results in an incorrect selection or incorrect data being entered by the user, and the user has no way of realizing their error; much less finding it.
There's also a known situation (and as of yet unresolved as far as I know) where if you have 3 or more rental properties, all of the data for 1 of the properties will not be imported from the prior year.
If you can explain the details of your situation, I'll be happy to try and help. Note that I use the CD/Desktop version of the software, and I see you are using the online version. So my screen references may differ a bit from what you see.