Unable to download state within TurboTax Business 2024

[CatinaT1]

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 

[gphzinger · Accepted solution]

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.

[Beachbum17]

@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?  

[Pfreise1]

Thank you! "Pay by phone" option worked!

[sml1210]

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

[harveyd9]

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.

[Pfreise1]

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

[aadd]

@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? 

[aadd]

[CatinaT1]

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

[Beachbum17]

Look to the left and next to Tool / Online you'll see "Help".  It's in your screen shot. 

[aadd]

@CatinaT1 

@Beachbum17 

Thanks a lot to both of you, very helpful!! I was able to find the phone number using the Help menu, called them and paid via phone.

The phone rep did not seem to know much, did not give me a confirmation number, and said to check email for license key, but the order email had a download product link, but no license or conformation to enter in the software. 

However, fortunately a couple of minutes after, Turbotax desktop (win) automatically recognized that I paid and I was able to get CA tax return started.

Thanks a bunch!!

[MamaBear54]

This solution worked really well and went very smoothly!

You are a lifesaver!

Thanks!

[mike-plastix]

The best and quickest solution is to call support, pay by telephone and have the rep add it to your account to download the state partnership file into TT desktop for business. I tried it and that was the only way to complete my state return.

[allenet99]

Same issue here... not able to download state.  Overall TurboTax 2024 has run very poorly if at all.  Very glitchy.