topic Website Glitch - nonexistant credit in Get your taxes done using TurboTax

Website Glitch - nonexistant credit

sjstiller — Tue, 18 Mar 2025 00:51:26 GMT

The error message I'm receiving when trying to file (after completing everything):

To accurately complete your taxes, you need to upgrade to TurboTax Deluxe

Why do I need to upgrade?

You have the Lifetime Learning credit.

I do not have this credit and have gone back and confirmed that the website says I do not have this credit on the education page. I can't speak to a representative because I refuse to pay for their issue with their software. Can anyone help me to get around this roadblock?

Re: Website Glitch - nonexistant credit

RachelW33 — Tue, 18 Mar 2025 02:35:18 GMT

I would like to take a deeper look at this. However, I need a diagnostic file which is a copy of your tax return that has all of your personal information removed. You can send one to us by following the directions below:

TurboTax Online:

Sign into your online account.
Locate the Tax Tools on the left-hand side of the screen.
A drop-down will appear. Select Tools
On the pop-up screen, click on “Share my file with agent.”
This will generate a message that a diagnostic file gets sanitized and transmitted to us.
Please provide the Token Number that was generated in the response.

TurboTax Desktop/Download Versions:

Open your return.
Click the Online tab in the black bar across the top of TurboTax and select “Send Tax File to Agent” *
This will generate a message that a diagnostic copy will be created. Click on OK and the tax file will be sanitized and transmitted to us.
Please provide the Token Number (including the dash) that was generated in the response.

*(If using a MAC, go to the menu at the top of the screen, select Help, then, “Send Tax File to Agent”)

Re: Website Glitch - nonexistant credit

sjstiller — Wed, 02 Apr 2025 23:29:25 GMT

Hi! Here is the token number: 1299028

Re: Website Glitch - nonexistant credit

RachelW33 — Fri, 04 Apr 2025 01:51:27 GMT

I have taken a look at your diagnostic file and do not see anything regarding the Lifetime Learning Credit within your return. However, I do see that your return contains Form 8959 and 8960 which will require an upgrade to Deluxe. Please go here for a comparison of the TurboTax Online Products and what forms are included with each: TurboTax Online Product Comparison

I am not sure why you are getting the message about the Lifetime Learning Credit. Here are some suggestions:

In the Deductions/Credits section, select Visit All in the Education Section. Walk through the interview questions and make sure there are no entries.
From the left panel, select Tools, Tax Tools, Delete a Form. Delete any forms (8863) or worksheets related to Education Credits.
Clear your cache and delete cookies and then sign out and back in to your return.
- How to clear your cache
- How do I delete cookies