Rejected:"The Primary SSN in the Return Header has been locked because SSA records indicate the number belongs to a deceased individual." How do I correct the "header"?

[rosaensign]

This is the first return just in my name after my husband passed away in 2017. 

I removed his data from the old return's personal section, but the return was still rejected: The Primary SSN in the Return Header has been locked because Social Security Administration records indicate the number belongs to a deceased individual. 

How do I correct the "header" of the return?

[Opus 17]

It is recommended that you start a new account rather than continuing to use an old account, for this reason.  It is usually possible to remove all traces of a spouse using Turbotax Desktop version installed on your own computer, by directly editing the worksheets, but you can't edit the worksheets in the online version.

I don't know if customer service could remove the information if you called them.  It is recommended that you create a new account and start over.

[rosaensign]

Thank you! I thought of this as an option, but wanted to keep in the returns all the old info available...

[Opus 17]

Unfortunately that is very difficult.  Possibly doable in the desktop version, but not online without help, and maybe not even then.

[rosaensign]

I am currently abroad. Tried to call support, but get cut off all the time and can't reach a human. Any phone number to reach a human?

[Opus 17]

I asked a moderator to reach out to you, probably by email at first.  But I would not be surprised if the answer was still "make a new account and start over."  They can provide a code so that you won't have to pay again.

[rosaensign]

I appreciate your help greatly!  How do you ask a moderator for help?

[Opus 17]

Volunteers on this board who are identified as "super users" have a back channel.  Other users who are identified as "Turbotax employee" have a direct channel of course, but there is no way to know who will grab any particular question to answer it.  And the Turbotax employees are only here from Feb 1 through April 20, the rest of the year its all volunteer.

[rosaensign]

Thank you again.

[MarianaC1]

Hi @rosaensign first of all I'm sorry for your loss, we appreciate you took the time to reach out to us. The answer provided by @Opus 17 is correct, you will have to create a new account. Please feel free to let me know if you any more questions.

[rosaensign]

Thank you, Mariana! I did create a new account and prepared the return. How can I e-file the return from the new account without paying a second time?

[Opus 17]

@TurboTaxMarianaC can you help with this too?

Ordinarily, you would call customer support to transfer the payment.  Perhaps we can save you a long wait on hold.

[rosaensign]

Already waited so long (this evening) after I have reached a human being from Turbotax support, that it cost me more than the payment itself! And they could not resolve my problem. Very disappointed! Giving up and paying a second time... Special thanks to Opus17 : may God bless you!