All my docs with personally identifiable information have “disappeared” from TurboTax. The explanation from my TurboTax CPA is that there was a problem with “syncing during an

[mesquitebean]

@troyskott 

You'll need to explain more about what that means.   Your question was cut off mid-sentence.

What documents are you referring to?

Did you upload some of your own documents into the Documents storage area inside an Online account?

Or are you referring to past TurboTax returns prepared in Online TurboTax that you can no longer find?

The most common cause of "missing" documents is a user having multiple accounts and logging into the wrong one.  We can help you troubleshoot multiple accounts, but so far we don't have a good grasp of your issue until you explain more and finish the sentence that was cut off.   This is a public Internet forum, so don't post any personal info here.

[troyskott]

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? 

[mesquitebean]

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@ 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? 

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 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.

[mesquitebean]

As I mentioned above, I'm going to go ahead and tell you how to look for multiple accounts, even though it may not be the cause of what you are experiencing (especially if there is a known technical issue with that documents upload feature at TurboTax), but it's at least something to check, if needed.

. 

You can have up to 5 accounts that use the same email address for notification purposes.  A User ID may be an email address, but it doesn't have to be.  It might be only part of an email address, or it can be anything at all.

To get a list of your User IDs, reset password, and recover account access, etc., you can use the tool at the link below.  When using the Account Recovery tool, try using your phone number first if you can still access it.   After that, if necessary, then run the tool on your email address(es) you can access.

NOTE: Before running the account recovery tool below, log out of all Intuit accounts including this user forum, or you might end up in a loop.  Then clear your browser Internet cache, close your browser, then reopen it, and go to the link below.  You may wish to copy this link so you can paste it into the new browser session.

https://myturbotax.intuit.com/account-recovery

If still no luck after running that on your phone number and email address(es) that you can access,  here's another method:

Go back to the tool again, but this time leave the data field blank, scroll down a bit, then choose the small blue link that says "Try something else", and it will look you up by SSN and other parameters.