I have TurboTax Desktop version and paid for live expert service. Live expert sent me a new message but I cannot access it. How to access messages from live expert?

[RachelW33]

The messages from your Live Expert should be available in the upper right hand corner of your screen when you are signed into TurboTax Online. Click on Notifications, the bell symbol.

Please see this TurboTax Help Article:

How do I send/view messages from my expert?

To view a message from your tax expert, select the tab with your expert's name (next to Checklist). ...

If you have any trouble accessing your messages, please let your tax expert know during your next ap...

Also see How do I connect with a tax expert in TurboTax Live?

[gjm13]

Thanks for your reply. Unfortunately, it's not working for me. I’m using the TurboTax Desktop version and purchased Live Expert through it. When I try to access messages, it redirects me to the TurboTax website. After logging in, I only see the welcome screen with options to choose TurboTax products—no messages or notifications are visible (see attached screenshots).

[RachelW33]

Since you are unable to view your messages, I would recommend reaching out to a TurboTax Live expert from within the TurboTax Desktop program for assistance. When using TurboTax Live, you can reach out to an expert as often as needed during the process.

Please follow these steps to Connect with a Tax Expert in TurboTax Live: 

1. Select the floating Live help button.
2. Select Connect with live help at the top of the chat window.
3. Enter your tax question or tax topic area and select Continue.
4. Select your preferred method for connecting with a tax expert. 

@gjmaisuradze 

[kferguson1]

• I have the same problem as gjm13. Using the desktop version, I am unable to see the response that the expert claims to have sent. The "Notifications" button at the top right of the TurboTax screen brings up a message saying "All caught up". Also, there is no Chat window-- clicking on the button for Expert assistance, allows me to schedule a phone callback.

[JotikaT2]

I recommend following the steps listed by RachelW33 above. The steps to reach out are also in this link.  Once you reach out, you can let the expert know that you are trying to retrieve a message and they can assist accordingly based upon your contact history.

@kferguson1