I am stuck in Free File

[Anonymous]

I am stuck in IRS Free File. 

A Turbo Tax advisor told me that I qualified for IRS Free File through TurboTax.  I do not qualify. Now I cannot exit Free File to return to my regular Turbo Tax account. 

THIS IS NOT A COOKIES/HISTORY issue. (I have spent a total of 2 hours and 42 minutes on the phone with customer support.) 

It is the same issue this man describes in this article: https://www.businessinsider.com/tiny-mistake-turbotax-irs-free-file-took-hours-to-fix 

He resolved his issue, but he doesn't go into detail so that I may mimic his steps to resolution.  HOW CAN I RESOLVE THE ISSUE, JUST LIKE HIM? 

[TerukoL]

Are you able to save the tax file that you have in the Freedom Edition and then open it in your TurboTax paid program?

Please click the TurboTax Help links, listed below, to learn more. 

Retrieve a tax file from a portable device

How do I open my tax return in the TurboTax software I installed?

Find your tax data file (.tax file) in Windows

[Anonymous]

I don't know how to save the file in the Freedom edition. My available options are not the same as those described in the links you shared. 

In the article by a man who had the same problem he says that he resolved it like this: 

"The support expert helped me use a little-known feature to get my data out of the Free File version of TurboTax online and into the paid product. I exported my data into a TurboTax export file, paid for a desktop version of TurboTax for Mac, and imported my file into the desktop version." 

Can you share step-by-step instructions so I can replicate that resolution? Please--I'm losing my mind! 

[ReginaM]

You can upgrade or switch to a higher version of TurboTax after you've started your 2019 return.

To upgrade your version of TurboTax:

1. Make sure you’re signed in to TurboTax and are in your return.
2. Select Upgrade in the menu on the left side of the screen.
   • If you don’t see the menu, select the menu icon in the upper-left corner.
3. Select the version you'd like to upgrade to.
4. We'll prompt you to pay if you want to print or e-file your taxes. You can also prepay at any time:
   • Select File in the left menu. (Don’t worry, you don’t have to file taxes—this just gets you to the payment section.)
   • Select Start or Revisit next to Review your order.
   • You’ll see a summary of your order. Select View payment options.
   • Keep going until you see How would you like to pay for TurboTax? On that screen, select Pay with Credit Card.
   • Enter your credit card information and select Continue.
   • Once you’ve paid you can go to Tax Home to access your upgraded features.

[YannyJ · Accepted solution]

Good evening! I too had this issue! In order to get out of the cycle, I googled TurboTax Deluxe and the first web choice brought me to this website: https://turbotax.intuit.com/personal-taxes/online/deluxe.jsp.

When you click on the first page, it takes you to a page where you can click on the orange button that reads "Start for free Pay only when you file." Once I selected that, I went back into the TurboTax forms and it confirmed I wanted the Deluxe version and not the free file.

[Anonymous]

Hi Regina and Yanny. Thank you for trying to help me. Unfortunately neither of those options are working. 

Regina: The menu in Free File does not include the option to Upgrade. The only option is "Tax Home," "Account" and "Sign Out." 

Yanny: When I click on that orange box, it takes me right back to the Free File page. :( I don't get an option to select Deluxe. 

Again, the gentleman who described exactly the same problem (Here's his explanation: https://www.businessinsider.com/tiny-mistake-turbotax-irs-free-file-took-hours-to-fix ) explained this as his solution: "The support expert helped me use a little-known feature to get my data out of the Free File version of TurboTax online and into the paid product. I exported my data into a TurboTax export file, paid for a desktop version of TurboTax for Mac, and imported my file into the desktop version." 

Would either of you--or someone else in this community--be able to help me follow these instructions? 

[Anonymous]

YANNY! Your solution worked!! 

[ApexMark]

Yes, Yanny saved the day. (For others, just note that you have to begin making changes to existing information then it pops up a dialog asking you to upgrade to Deluxe).

TurboTax - a big miss on this one. We all expect a message saying "You don't qualify. However, click here to purchase our product."

[mariaw888]

It worked! thank you so much! 

[andycarrillo]

 YOU ARE A LIFESAVER!! 😊

[kshope]

OMG thank you guys! And thank you ApexMark for your comment, "that you have to begin making changes to existing information then it pops up a dialog asking you to upgrade to Deluxe". LIFE SAVER!! 

[bcvbvbzxbxf]

This worked for me when nothing else did. THANKS! It's unconscionable that this is still a problem a year later.

[TIGERJS]

Thank you! I was getting really mad about this stupid issue. I'm surprised they haven't fixed this after a year now!

[Courtney Oyer]

This worked!! Thank you so much, it’s literally been MONTHS. And customer service was just as confused as I was. I have no clue why she put me under free file.