We would like to try to provide a solution to this experience when using TurboTax, but we need to gather more information to try to understand what is happening.
Please tell us what version of TurboTax you are using and also whether you are using TurboTax Online or Windows Desktop or Mac Desktop.
Additionally, a diagnostic copy of your tax data file may provide some clues as well. The diagnostic file will not contain personally identifiable information, only numbers related to your tax forms.
If you would like to provide us with the diagnostic file, follow the instructions below and post the token number along with in a follow-up thread. If you can provide a screen shot of the token number, that will prevent the number from being redacted automatically when the system thinks it is a phone number.
Use these steps if you are using TurboTax Online:
- Sign in to your account and be sure you are in your tax return.
- Select Tax Tools in the menu to the left.
- Select Tools.
- Select Share my file with agent.
- A pop-up message will appear, select OK to send the sanitized diagnostic copy to us.
- Post the token number here.
If you are using a CD/downloaded version of TurboTax, use these steps:
- Select Online at the top of the screen.
- Select Send Tax File to Agent.
- Click OK.
- Post the token number here.
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