Bug: Full Service Access Issues

[jskoduru]

I log into Turbo Tax and click on the Full Service section. The page starts to go to Full Service and then redirects me to another page. The only way I’ve been able to communicate with my tax preparer is to screen record the app because for 2-3 seconds it shows the chat before redirecting back to the other part of the app. Then I type a message in notes and then try 10 times to paste it within the 2-3 second window. 

Ive cleared cache and cookies, used three different browser (Chrome, Mozilla, and Safari), used the app. All the same situation.

My taxes are complete and ready to review but I can’t get to them because I can’t get to Full Service.

I’ve been on 3 different support calls with no resolution. The technical support escalation ticket response I got didn’t even have anything about the issue and the emails sent from you can’t email back.

anyone else have issues like this? My tax expert is trying to escalate on their side because on their end it says I am paid but I can’t see the returns on my end.

below is the response I got from the ticket escalation team which doesn’t even address the problem I was on a call with them for an hour demonstrating on a screen share:

Hello,

Thanks for letting us know about your issue with moving to other sections in your Full Service account. We apologize for any inconvenience this caused. We’ve got a help article that we think will help you with this.

What is TurboTax Live Full Service https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-product-orders/turbotax-live-full...

Please scroll down to the note: TurboTax Live Full Service turns off your ability to fill out your tax return by yourself. But don’t worry, your tax expert will take care of everything.

If this doesn’t do the trick or there’s something else we can help you with, feel free to give us a call.

Thank you,

The TurboTax Help Team

If anyone from the Turbo Tax is seeing this, I have attached two screenshots of console and network issues that are most likely the issues. Because your support processes don't allow me to show this to you on screen share, you do not understand what the issues are. When I click on the "return to full service" blue button or the "full service on the left navigation, the URL starts to take me there but then redirects back to this page. I am stuck in this state. My status is "paid" so Turbo Tax is taking my money for Full Service, but not letting me file my return. I tried engaging the help section and the AI won't let me have a call back. I call support, and the AI won't take me to a human but sends me back to the chat for a callback. Very frustrating. 

[jskoduru]

We are going on five days of this issue not being resolved. 

[jskoduru]

Finally got some answers on this. There is a bug going on for some users upon finalizing the tax returns: https://ttlc.intuit.com/turbotax-support/en-us/help-article/tax-return/turbotax-online-looping-back-...

[cindy70]

Have you tried to get into your return from the browser on your cell phone?