Unable to download state within TurboTax Business 2024

Same problem here with IL state partnership return.  Intuit - PLEASE HELP!!

I've been trying for over 2 weeks to e-file my MI state return.  In my 8th call to TT last night I asked for elevation to the highest level after 7 failed attempts withthe normal help line.  Person said it is a know problem (I was never told before)  and I am on a list to get an email when fixed.  I also understood I would get an email confirming what I was being told, but received none.  I'll wait another week.

Try this:  State install/e-file update loop: State not installed after installation or TurboTax needs to update prior to e-file

This fix is for a state that has been downloaded but won't install.  My situation (and, I believe) that of the original poster) is that I can't purchase the state return I need.  In my case, I try to "Start" my state return, the "State Purchase" window opens.  I select the state I want, click "Continue" (twice) and get "...select Continue and we'll get your billing and payment info..."  When I click continue, assuming I'm about to pay for the state return, all I get is "Hmm... it looks like we've hit a slight snag.  Please try again or check back in a bit."  The system won't let me purchase my state return.

@CatinaT1  I'm sorry, but this is not the solution and I'm not sure why you all keep promoting this as the solution.  It didn't work last year and not working this year. 

Hi,

After about 80min on the phone with a nice Intuit support lady today and using my IT QA testing skills we figured out a work around.  I asked the support person to purchase the state returns I needed and after she did they appeared in my Intuit account, under Products & Billing.  Then I select the '24 TT version and saw the individual states ready for download and install.  Once I downloaded and ran the install, I went back the TT desktop icon to kick off the TT start-up and all three worked (KY & PA partnerships and PA Individual).  Once you hit the State screen where you typically will purchase the state, you should see on the right side the states purchased for you and you select the checkboxes.

Note:  I did run into a weird situation where after installing the last state and launching TT from there the process ired up TT 2023.  Once I went back to the 2024 icon and launched all was good. 

Note:  There is a bug on the purchasing side within TT, but crazy how Intuit and horrible at addressing for two years in a row.

Hope this helps.

Thanks for posting your solution.  Can I ask what number you called?  The guy I got the other day was empathetic, but didn't have a solution.  Maybe another number will be more productive.

I called Intuit customer support at 1-800-4INTUIT (1-800-446-8848).  Good luck.

I called.  Turns out the Illinois Partnership return won't be available until Feb 21.

I am also having this issue with trying to download the CO partnership file/forms.

Try calling the support number above to see if it might not yet be available.  One poster above was able to get the support agent to make the purchase in his account.  I assume he was an online user.  I'm a desktop user, but because Illinois wasn't yet available, I don't know if that would have been a possibility for me. 

In any case,  gives them a call.  If you don't trust the answer you get the first time, call again.

This is all beyond frustrating and stupid. Wasting so much time on CX phone calls. I saw OP had a support person purchase for him and then it showed up in his intuit products, I'm going to try that

I'm a desktop user, which sometimes confuses the support people - apparently most people are online users.   Nonetheless, I got a rep the other day who was very persistent.  She tried a zillion fixes, got tech support on the line with her (not with me) and tried a zillion more.  She finally came to the conclusion that the problem was with the purchase module - it wouldn't let me get the the step where I actually enter credit card info.  She spent 1 3/4 hours on with me (and, unfortunately, I with her).  Finally, her supervisor told her she could just give me the software.  She emailed me a link and it worked fine.  Don't know how much pain you'll have to endure to get them to do the same.

I'm having the same issue. Can't purchase Kansas. I had the same problem last year.

Are you getting a message that says you hit a snag? If so, please call Customer Service and tell them you have a "block payment issues, possibly due to billing or an invalid license" and the agent should be able to help you. 

Here is how you reach customer service:  Turbo Tax Customer Service 

Had the same problem, caught in a loop where TurboTax Business wouldn't let me purchase the state.  Never could get to the point where it would take my billing information.

While talking with tech support (who admitted they were unfamiliar with TurboTax Business and never did help me) I started looking around TurboTax Business -- I found something that helps.

On the top ribbon there is "Help".  Then under that there is a selection for "Pay by Phone" and then a further selection of "Additional State"    Select this.  This will pop up a screen regarding "Purchase by Phone" with instructions.

1) This will direct you to "Call Intuit Sales and Services" at ..... 

2) It will give you a serial number that you have to give them. 

3) Once they charge your credit card within your Intuit account they will give you a "State Product Confirmation Number"   You input the confirmation number, hit "Continue" and it will download the state software.

All sounds pretty simple, and should be, but not with Intuit.

As a warning, this did not go very smoothly for me, and it took about 80 minutes for them to process the order for two states that I needed to download.  And they accidently charged me twice for one -- said they are reversing, but I will need to check that in a few days.   They also had problems with my first credit card, so I had to add a second credit card to my Intuit account.  I think their system was messing something up.

But at least I now have the two additional states that I need.  Never had to work so hard to pay a business for add ons.

If you are downloading more than one state my advice is to download states one at a time.  So first go through the process for one state.  Then after it downloads let them know that you would like to do the same for a second state.  They are able to set up an order for multiple states at one time but there is no way for you to input the confirmation number for more than one state.  So only tell them about one state at a time.

@gphzinger Thanks for documenting this.  I did the same thing, but was able to process two states at the same time.  Sorry for not updating as I've be off-line in the community.

Note:  I ran into the same payment processing issue with the Windows desktop version of TT when trying to e-file my state return.  Again the payment screen would not come up, just a lame message "Ooop ... It looks like hit a snag.".  For the life of me I can't understand why this is still an issue and Intuit hasn't raised the issue to the highest level.  You can follow the similar steps 

On the top ribbon there is "Help".  Then under that there is a selection for "Pay by Phone" and then a further selection of "Sate eFile"    Select this.  This will pop up a screen regarding "Purchase by Phone" with instructions.

1) This will direct you to "Call Intuit Sales and Services" at ..... 

2) Follow the steps.

3) Make sure you get a confirmation number and can "unlock" while you are on the phone.

The lady who processed the first time didn't do it right and I ended up calling back in again.

@CatinaT1   Can you help us get this escalated to the highest level so IT can fix?  PLEASE!!  No one at Intuit seems to know what the do and how to address the issue.  This has happened the last two tax years.   Our time is valuable and we don't have time to waste debugging Intuit software issues.  Can you post the bug ticket number in this thread so folks can reference?  

Thank you! "Pay by phone" option worked!

Same issue.

My resolution was to call Intuit and escalate to a supervisor who was able to provide a workaround by initiating an order for the 2 states I needed and with download links.

Known issue, but I would advise not waiting for a program fix to be pushed since this problem has been unaddressed for at least a month ATM

Same issue with my desktop.  I just got off the phone with support and they said my only option was to move to ONLINE version!!  Just crazy.    I will try the PHONE install as mentioned.

Wow! Don't bother with the online version.  I have so much information already programmed into my desktop version, I can't imagine the legwork it would take to transfer it over, I imagine you're in the same boat.

I recommend calling support, and being extremely firm that you want to pay by phone, basically following what the person above me posted. CX is going try to redirect and follow the script and waste 90 minutes of your life if you don't force them down the correct path

@Beachbum17 You said:

"On the top ribbon there is "Help".  Then under that there is a selection for "Pay by Phone" and then a further selection of "Sate eFile"    Select this.  This will pop up a screen regarding "Purchase by Phone" with instructions.

I am using Turbotax for windows, I see only "Help Center" button, where is "Help" button? 

Look to the left - File, Edit, View, Tools, Online, Help.