"Clear and Start Over" my Tax Return after having my Purchase refunded to me?

[erictwong18]

Hello,

I erroneously purchased the deluxe edition of Turbotax Online, but was able to get in touch with support before they processed transaction and was able to receive the money back for my Turbotax Deluxe purchase in full. However, I am unable to "Clear and Start Over" my tax return and I am greeted with the same message that I received prior to receiving my money back: "You cannot clear your return. Once you register your tax return, or pay any TurboTax fees, we can no longer clear and start over." After calling the support line, a representative was similarly unable to find a way to clear and start over as well, since the return was "already registered."

I understand that I submitted payment for the return, but since this amount was refunded to me, I would imagine that I'd be able to clear and start over so that I can submit a return using the free edition. Is this not possible? Has anyone experienced issues similar to this before? I'd just like peace of mind of being able to start my return over from scratch using the Free Edition.

[MichelleLO]

The system does not recognize that you received a refund for TurboTax Deluxe. Please please reach back out to Customer Support and see if an agent can do a hard reset on your account. 

What is the TurboTax phone number?

[erictwong18]

Thank you for the reply. One question - does a hard reset entail resetting ALL data in my account, including past returns? I'd rather not lose any of that data if a hard reset is the only way to clear and start over

[VolvoGirl]

Even if you could could start over (which you can't) you would have to clear all this year's entries to start over.  But that won't clear the prior years.   You would still have access to them.

But now to start over in the Free Edition you have to start a new account.  Online is only good for 1 return per account.  But you can use the same email address for 5 accounts.   How to start another return in the Online version

https://ttlc.intuit.com/community/using-turbotax/help/how-do-i-start-another-return-in-turbotax-onli...

So you will have 2 separate accounts.   One with your old returns.   

[erictwong18]

Update: Got on the phone with customer support yesterday evening, and there was no option to hard reset the account, and there was still no way to clear out my return. Not sure what to do, as every person I spoke to seems to be unable to Clear and Start Over my return, and I don't necessarily want to create a new account for this return.