topic "Let's complete your purchase online" screen not working solution! in Get your taxes done using TurboTax

"Let's complete your purchase online" screen not working solution!

m7pearson — Sun, 14 Feb 2021 22:58:47 GMT

If you want to pay the state e-filing fee with a credit card instead of having it deducted from your refund, you click the "Charge my credit card" button and you get the screen "Lets complete your purchase online". If you have a newer computer with higher screen resolution of something like 1920x1080, the continue button in the window may be dead and not respond to clicks. The links may not respond either. The solution that worked for me was to lower my resolution to 1024x768. I reran turbotax and the screen worked then. I saw another post in this forum that said lower it to 800x600, but when I did that the continue button was not display on the screen. So I had to go to a higher resolution. There is some issue with some of the Turbotax windows and new computers that have a higher screen resolution. I had the same issue when I tried to activate my copy of Turbotax when I first installed it and ran it for the first time. In that case, lowering the resolution to 800x600 worked.

Re: "Let's complete your purchase online" screen not working solution!

Cass0317 — Wed, 17 Feb 2021 21:34:24 GMT

Please see the TurboTax FAQ below for troubleshooting the button not working when trying to pay:

Troubleshoot blank screens, missing buttons, or missing images

You may also try closing out of TurboTax and clear your cache and delete cookies. Then sign back into your TurboTax account. If that does not work, try a different browser.
If still no luck, contact customer care here.
Please be sure to enter the correct product, edition, and a detailed description of your issue. Once you fill out the form you will be given a service ticket number and a phone number to contact customer care. (You will not get a phone number if you use the link outside of operating hours.) We're open daily from 5:00 AM to 9:00 PM PT.

Re: "Let's complete your purchase online" screen not working solution!

lsssdhb — Sun, 28 Feb 2021 00:42:38 GMT

When is this going to be fixed? I've been very disappointed with TurboTax this year. This is just the icing on the cake.

Re: "Let's complete your purchase online" screen not working solution!

m7pearson — Sun, 28 Feb 2021 00:56:24 GMT

I just filed another tax return and had to use the workaround again. It didn't work at first until I restarted turbotax.

Re: "Let's complete your purchase online" screen not working solution!

m7pearson — Sun, 28 Feb 2021 01:00:14 GMT

I appreciate your reply but it is not helpful.. The solution I posted is the only way to get it to work. The software has a bug on the credit card payment screen that needs to be fixed. You should be able to reproduce the issue on a computer with a screen resolution of 1920x1080.

Re: "Let's complete your purchase online" screen not working solution!

m7pearson — Sun, 28 Feb 2021 01:02:33 GMT

The reply about the bug is to cass0317.

Re: "Let's complete your purchase online" screen not working solution!

KatrinaLO — Sun, 28 Feb 2021 02:55:48 GMT

If you are having issues and need assistance, please contact customer support. Please see the Customer Support phone number here. If you would like to reach out through our website, please see the TurboTax FAQ below for contact information: https://support.turbotax.intuit.com/contact/

Re: "Let's complete your purchase online" screen not working solution!

kayhopkins — Wed, 13 Oct 2021 19:42:32 GMT

This is still not resolved. It's a huge issue. E-file is not possible until this is resolved. It's easy enough to replicate, just try to submit credit card info to purchase audit risk support or state filing fee on a newer computer with 1920x1080 screen resolution.

Fyi that this is not just a customer issue, it is an Intuit/Turbotax revenue issue. Turbotax can also not sell Audit Risk services or collect state filing fees from customers with a newer computer with good screen resolution. I've tested it in multiple browsers as well.

I just spent 3 hours on the phone with customer support and they can not make it work. I did the same in July and was assured it would be resolved by now but they couldn't even find a bug report on it. I reiterate, this is a Turbotax issue to resolve.

Re: "Let's complete your purchase online" screen not working solution!

m7pearson — Wed, 13 Oct 2021 19:49:28 GMT

No dispute that it is a turbo tax issue. In case you didn't see my post back in February and you don't want to waste time, try lowering the screen resolution to 1024x768 and restarting turbo tax. That worked for me.

Re: "Let's complete your purchase online" screen not working solution!

kayhopkins — Wed, 13 Oct 2021 21:07:07 GMT

Trust me, we tried that and a lot more resolutions and also I've tested other browsers.... after 3 hours with tech support (again) I finally called it quits and am mailing in my state return.

Re: "Let's complete your purchase online" screen not working solution!

Gmgiacomini — Wed, 09 Mar 2022 21:54:13 GMT

I purchased TurboTax Deluxe online from SoftwareDiscountUSA and successfully downloaded and prepared my federal and state taxes. In order to download the software, Ihad to enter an Activation Code, which I did; however, when I try to e-file my State return, it says I need to save my return, which I do. I'm then taken to a screen asking me to enter the confirmation code to prove I purchased the State software. I can't get past this screen to pay the State e-file fee and e-file unless I enter a confirmation code, which I don't have. WTF?! Where's my code?

Re: "Let's complete your purchase online" screen not working solution!

HeatherPLO — Wed, 09 Mar 2022 22:55:16 GMT

@Gmgiacomini

For further assistance with this matter, please reach out to us directly using the Help Article here. This ensures you will get to the correct department as quickly as possible.

Re: "Let's complete your purchase online" screen not working solution!

spudco — Thu, 10 Mar 2022 22:06:47 GMT

Let’s complete and submit to Fed and State. Should be the same as last year except if there aew any minor Social Security adjustment.

Re: "Let's complete your purchase online" screen not working solution!

EbonyL122824 — Sun, 13 Mar 2022 20:05:34 GMT

Please comment back and let us know what issue you are experiencing and if you are using the online software or the desktop software, so that we can better asisst you.

@spudco

Re: "Let's complete your purchase online" screen not working solution!

Clay19561 — Tue, 07 Mar 2023 12:16:25 GMT

The issue with the payment screens has nothing to do with the computer resolution. I used the same computer as last year and didn’t have any issues last year but it was very frustrating this year. The agent I talked to asked me to charge the resolution which I did few times and still could not access the “Continue” button. In the matter a fact, the whole form will disappear from view and could not access it again, and the Turbo Tax screen get frozen, the only way out, was to hover over the TurboTax icon on the taskbar to see both screens and then close the payment screen and start over again. However, I did get it to work by using the tab bottom to jump through the fields on the payment screen and just guess how many times to hit it before the focus is on the “continue” button. Was painful and frustrating, very disappointing to the quality control and testing the product and functionality before releasing the software, hopefully it gets fixed soon, have another return to file 😳

Re: "Let's complete your purchase online" screen not working solution!

SForrestLO — Tue, 07 Mar 2023 18:06:34 GMT

Please see this Turbo Tax help article on troubleshooting blank screens, missing buttons, or missing images.

Troubleshoot blank screens, missing buttons, or missing images.

Re: "Let's complete your purchase online" screen not working solution!

sweet_melissa — Sat, 18 Mar 2023 15:38:44 GMT

When is this going to be fixed? The lower buttons were out of the display area. I had success by learning by trial and error how many times to press tab to have the correct invisible button highlighted, then press enter to move to the next step/next screen. I also had to restart TT 5 times to complete the e-file whenever the pop-up window disappeared behind the main TT window and could no longer be accessed without restarting.

Re: "Let's complete your purchase online" screen not working solution!

CarissaM — Sun, 19 Mar 2023 16:43:08 GMT

Please ensure you have the updated version by following the instructions here to manually update Turbo Tax.

Please let us know if we can further assist you. @sweet_melissa