@andrewcbailey12 wrote:
Preparation, I believe.
I've gotten to the point where as a free-user I can not just click "Clear & Start Over."
I only have the "Review/Edit" prompt, when looking at my app.
My bank's online platform is currently down for maintenance, but I've not received an online receipt from TurboTax, and I unfortunately upgraded to Live Basic already.
"My bank's online platform....have not received online receipt...."
Does that mean you did go through the payment process and tried to pay? If you already paid, you can talk to the folks at TurboTax Support and tell them your issue, and see if they will move you to the desktop product by providing you a download to install on your computer. If they will furnish a download, you can start a new blank return.
"Preparation, I believe."
It makes a big difference to know if you have efiled or not. Did you actually efile; i.e., did you pay and then continue on all the way to the end and click a big orange button "Transmit My Returns?" If you have actually efiled (submitted the return to the IRS), then you have a bigger problem to correct.
It won't let you do the following if you have already paid. But if you haven't paid, see if it will let you remove the Live TurboTax, which would return you to Free Edition.
FAQ: How do I remove TurboTax Live?
https://ttlc.intuit.com/community/downgrading/help/how-do-i-remove-turbotax-live/01/27312
Otherwise, there is no way to clear and restart the return in that account if you have already registered or paid. If you haven't actually filed, you can still revise your return, make corrections, etc. You can walk through the interview again, review everything, and correct anything prior to efiling.
A last resort, if you haven't filed, you could use another account. But if you already paid in the first account, TurboTax Support may not give you a refund. You'd have to see if you could work something out with them; the best option would be if they would furnish you a software download. Having multiple accounts makes it harder to keep track of everything from year to year, such as log-ins, and being sure the next year's return is prepared in the correct account, etc., so that the right info transfers in. And if you can't use Free Edition, then you might have to pay for the second account, too, if they won't refund the first one, unless you can work something out with TurboTax Support.
Since you are now using Live Basic, that does qualify you for phone support. So if you have further questions, here's how to reach them. They are open 7 days a week, 5AM-9PM Pacific (8AM-12 Midnight Eastern.) You can get a phone number using this contact form:
Contact TurboTax Support
https://support.turbotax.intuit.com/contact
Remember, the LIVE portion of your Live Basic entitles you to
- Help from a tax expert when you have questions about your return.
- A review of your return by an expert before filing, at your request. A tax expert can even sign your return.
- SmartLook live video help
FAQ: What is TurboTax Live?
https://ttlc.intuit.com/community/choosing-a-product/help/what-is-turbotax-live/01/27191
