Why is support so bad at TurboTax they have the need redirect to a community forum when basic issues on their end cannot be resolved?

[cliffmassey]

Spoke to 4 people today, on the phone for 6 hours this week. I still cannot use the Turbotax website.

[DoninGA]

What issues are you having with the online editions?

[cliffmassey]

Thank you for trying to help.

It logs me out every time I click on something. It looks like a data issue with my account on Turbo Tax end. I'm not sure why it is filed into retirement. When I typed it in the help box after no one has solved the problem after hours on the phone.

They keep having me use the desktop version. While that works, It is unacceptable that no one knows why my account online does not work.

[DoninGA]

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@cliffmassey wrote:

Thank you for trying to help.

It logs me out every time I click on something. It looks like a data issue with my account on Turbo Tax end. I'm not sure why it is filed into retirement. When I typed it in the help box after no one has solved the problem after hours on the phone.

They keep having me use the desktop version. While that works, It is unacceptable that no one knows why my account online does not work.

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That sounds more like a web browser issue since you are using the online editions.

Try this - Close the TurboTax online program and close all the active windows on your browser.  Then clear cache and cookies on your web browser.  See this TurboTax support FAQ for how to clear cache - https://ttlc.intuit.com/community/troubleshooting/help/how-to-clear-your-cache/01/26135

Once that is done sign back onto our online account - https://myturbotax.intuit.com/

If the problem persists close the TurboTax window, then change your web browser to one of these that you are not using - Google Chrome, Mozilla Firefox or Microsoft Edge.  

Sign back onto your online account, this should clear the problem.

[cliffmassey]

It is not a Web Browser issue. I've spent 6 HOURS with support on this. I've used different computers, Operating Systems, even logged into to different networks at different locations on different computers trying it. They've even had me download web browsers to try. Nothing works. 

 Every time I call, I spend the first half hour going through the same trouble shooting steps. Then they hand me off to a "senior" support person who still cannot resolve my issue. It is annoying to have toe explain the same thing and waste time running through the same steps.

[DoninGA]

Ok...Since I had no way to know what they recommended those are the first things to try.

Did they ever ask you to create a new online account with a new User ID?

[cliffmassey]

No they have not. I'm sure that would work and let me in. I'd like to use the online version to access my old data. 

 I've tried clearing out the data and start over on this year's return on the mobile out but it gives me an error saying something went wrong. The online app signs me out before I can try to go to tools.

[DoninGA]

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@cliffmassey wrote:

No they have not. I'm sure that would work and let me in. I'd like to use the online version to access my old data. 

 I've tried clearing out the data and start over on this year's return on the mobile out but it gives me an error saying something went wrong. The online app signs me out before I can try to go to tools.

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Without getting into the weeds with Trusted Sites, Firewalls, Malware and Virus Protection programs, it would be worth a try to create a new account to see if the problem persists.

[cliffmassey]

Yes, that works.

[cliffmassey]

Setting up a new account works. But my old account is still broke with Turbotax. It has been over a week now and I still cannot access my original account with my old data.

[TiffanyL]

If you can no longer access your TurboTax account, please see the FAQ link provided below to request an account recovery:

Account Recovery Request for your TurboTax Account

[cliffmassey]

This is NOT my problem.  I can sign in, when I click on any link in TurboTax online it signs me out. I have now spoke to over 7 people and there is a case open. TurboTax needs to figure it out, it is on the server side. Nothing to do with the client. Like I noted before, I am tired of being told the same steps to go over time and time again. This is getting to be pointless.