Can't "select payment" to pay for Audit Defense

[tk94110]

I am almost done with my tax and am at Review/Audit Protection phase.

I WANT to buy the Audit Protection and I want pay the fee with my credit card. (Because I won't have any refund, that's the only option).

But when I click "Charge My Credit Card" button in "How would you like to pay for Audit Defense?", it immediately shows an error screen that says: 

We noticed your payment didn't go through. Select Continue to select payment method. You will have the option to choose credit card again.

This is very strange because I wasn't given any opportunity to enter my credit card information. When I select "Continue", it just show the "How would you like to pay..." screen. 

I'm in the indefinite loop. How can this situation be fixed? 

I am using the desk top version, so I cannot clear the cache, as suggested to a similar question for the web version.

[mesquitebean · Accepted solution]

The desktop version can be used as "signed in" or "signed out".  Are you signed into your desktop product using your Intuit Account ID?   I wonder if there is credit card information saved in your Intuit Account, and it's trying to access that?    Maybe there's old payment information there.    I don't know if that would be a reason; I'm just thinking out loud.   I'll tell you how to check below.

I realize you don't have a Federal refund, but if you did, it would charge you an extra $40 to pay any fees out of the Federal refund ($45 for California filers).   So you are saving money by having no refund and paying with card.

Are you using the Windows or Mac version?   In the Windows version to have your desktop product sign into your Intuit Account you can go to top TurboTax bar and click FILE menu, and in dropdown "Sign In."  I'm not sure where the "Sign in" is on the Mac version.   You can see there if you are "signed in" or "signed out."  Signing in only connects you to the Account, but does not reach the Account Settings dashboard, however.   To do that, you also need to look as below:

To look to see if your payment info is saved in the Intuit Account, you'd have to log into your Intuit Account through a browser, and in left menu column scroll down to click Intuit Account.   Then look at the payment settings to see if anything is stored there.

[mesquitebean]

ADDENDUM:

In the interest of time, I'll add this:

If the above info doesn't give any clue as to what's going on, here's how to phone TurboTax Support for assistance.

Support hours are 5AM-9PM Pacific, every day this time of year.

FAQ: What is the TurboTax phone number?
https://ttlc.intuit.com/community/using-turbotax/help/what-is-the-turbotax-phone-number/00/25632

[tk94110]

Thank  you.

After reviewing anther Q&As, I tried going to https://shopping.turbotax.intuit.com/unified/downloads/myaccounts?route=MYACCOUNTS&cgcview=billing

and there I could update my credit card account, which was asking me to enter the security code.

After doing this, if I go to TT desk top, things worked in an expected way.  TT needs to improve an error handling.

[mesquitebean]

You're welcome.  And thanks for reporting back. It does sound like it was trying to connect to and use old payment info in your online account.  I'm glad you were able to update the payment info and proceed.  Good luck.