State eFile Confirmation issue?

[johnt13]

I've been on the phone for over an hour trying to get this confirmation number. Why has is been so difficult? Why can't there be an easier way to do this? Do you just want me to have you deduct an extra $40 from my returns on top of the $20 state filling fee??

I filled out my taxes on the software, and the only thing missing is my state eFile confirmation. When I click on the link to pay the $20, it goes blank and doesn't load. When I call to try to talk to a Sales Rep, it sends me to someone out of the country, who tries to do a screen share with me on my personal computer, and requests my turbotax licence number?? No thanks, that has nothing to do with paying for my State eFile fee!!! For goodness sakes. This has already take 2 hours of my time today and counting. 

[Anonymous]

It sounds as though there is an error in transmitting your state return. Try deleting all of your browsers' cookies. Please see this Turbo Tax FAQ regarding  How to delete cookies! 

[Fishmtalot]

going too have  Montana State Attorney General look into false, and  out right consumer  false ad, class action law suit because my wife is american indian and iam black.. and you are targeting our race  too further coporate gain...

[Pittsburghproud]

I get to the screen that should send me to screen to enter credit card number and screen freezes. I spent over 3 hours on the phone with a Turbo rep. Issue was not fixed. I am faced with calling them back and spending the rest of my day on the phone or paying the additional $40 to process it out of my refund. Not happy!

[brendans1]

Exact same thing.  Same thing happened last year.  Is there any solution that doesn't involve hours on the customer support line?

[brendans1]

Exact same problem.  WHy can't they fix this obvious glitch??   Anyone know a work around?

[ois]

Same problem here as well! Is it possible to pay online using account and just transfer the confirmation code automatically?

[mesquitebean]

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@ brendans1 wrote:

Exact same problem.  WHy can't they fix this obvious glitch??   Anyone know a work around?

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And @ ois 

"Exact same problem"  is not clear since there are a couple of different issues in this thread.  So I'll tell you how to get around a common problem with the payment screens.

Are you using desktop software (CD/download), and when you get ready to pay for your state efile fee, are you getting a non-functioning popup window screen (or blank or partially blank?)   Is a screen element not working, such as a "Continue" button not working, etc., so you can't get past the popup screen?

Are you using Windows?  If so, a screen problem in the payment section may be related to either a screen resolution or scaling problem in your Windows settings.

In Windows 10 to get to the scaling or resolution settings click the Windows start button in lower left corner, then choose Settings (gear icon), then System, then Display.   Or for a shortcut, you may be able to simply right-click on an empty area of your main Windows desktop monitor screen (not the TurboTax program screen) and in the popup menu choose "Display settings".

NOTE:  After you change the scaling or resolution setting as discussed below, you may need to close and relaunch TurboTax for the change to take place in a non-functioning payment window.

First try the scaling setting.  In your Windows Settings do you have scale set to a higher value than the normal 100%?  If so, change it back to 100%. Once the license code is entered and activated, you can later change your scaling setting back like it was.

If lowering the scaling to 100% didn't help, then it may be screen resolution.  Try a lower screen resolution such as 800x600.   If that doesn't work, then try 1024x768.    If still not working, then gradually increase the screen resolution to the next level. Once you get past the payment screens, you can revert your scaling/resolution setting back like it was.

Again, as I mentioned above, if it still doesn't work after making the change, close TurboTax and relaunch it so the setting takes effect.

[ois]

Thanks "mesquitebean"! The problem was exactly what you described with the non-functioning payment window (continue button not working).  In fact, I already solved it exactly as you described since I noticed that the mouse pointer changes to "active" slightly above the continue button and not on it. So, I changed the scaling to 100% and it worked like a charm.

TurboTax, a lot of people invest a lot of money in your software and services for you not to care enough to fix it and have it as a main FAQ item. I have read messages from last year even that complained about similar issue and I spent close to 3 hours searching for a solution until I accidentally noticed the issue and tried the hack to fix it. Do a better job fixing/communicating problems or I'll (and hopefully many others) get my/our software elsewhere.

[tamrider]

Didn't work.  There is not an issue with the  "Continue" button.  When I try to e-file, it asks me how I want to pay for the state e-file charge.  This I've already done but it still comes back to this each time I file.   I choose pay with credit card and it goes to the screen where it says "Let's Complete your Purchase Online"  It says "If you have already paid to enter your confirmation number".  I don't have a confirmation number.  I have an order number in my email purchase confirm but this doesn't work.  I can instead hit the continue button.  Regardless of whether I enter my order number or just hit the continue button, I get to the next screen that tells me that it has "restored all products associated with this account"  The only option there is the "Close" button.    When I click Close it takes me back to the "You're almost ready to file screen".  And then it goes through the whole series of screens again.  An endless loop.  

[mesquitebean]

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@ tamrider wrote:

Didn't work.  There is not an issue with the  "Continue" button.  When I try to e-file, it asks me how I want to pay for the state e-file charge.  This I've already done but it still comes back to this each time I file.   I choose pay with credit card and it goes to the screen where it says "Let's Complete your Purchase Online"  It says "If you have already paid to enter your confirmation number".  I don't have a confirmation number.  I have an order number in my email purchase confirm but this doesn't work.  I can instead hit the continue button.  Regardless of whether I enter my order number or just hit the continue button, I get to the next screen that tells me that it has "restored all products associated with this account"  The only option there is the "Close" button.    When I click Close it takes me back to the "You're almost ready to file screen".  And then it goes through the whole series of screens again.  An endless loop.  

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Sorry you're having trouble.  This is a thread with multiple users and more than one issue in regard to the state efile fee payment screen.  

With what you've described, please phone TurboTax Support for assistance during business hours:

Hours are currently 5AM-5PM Pacific (8AM-8PM Eastern) Monday-Friday.  They are closed Monday, May 31 for Memorial Day.

You can use this contact form to get a phone number, or it may schedule a callback.
https://support.turbotax.intuit.com/contact

The form will only produce a phone number when they are open.

[RonDF]

Followed instructions to rescale display.  Entered credit card # and paid.  Tried to submit returns and got error message that TurboTax cannot efile returns and I should submit returns by mail.  Why am I being charged for something I cannot use?

[RonDF]

I have encountered this problem for 3 straight years now.  Before I could give a credit card over the phone.  They are not accepting that this year.  TurboTax support said they would send me a workaround.  The workaround is to file by mail.  Terrible support.  Last time I will use TurboTax.

[LindseyLO]

If you are having an issue with using your credit card this is a known error and is being worked on, please click here for more assistance as well as a way to sign up for updates. 

[dboy35]

Similar issues the past two years. State e-file payment not accepted no matter what credit card is I enter. And the part-time customer service that you get is terrible. She hung up on me after making me hold for three times and at the end I said I just want a State e-file confirmation number so I can enter it in the box on the screen. I don't think she understood what I was asking and said she was new. Going to punt, print out and mail.