I keep getting logged into "full service" instead of assisted

[Anonymous]

I decided today to try using turbotax. At first I thought I might use the full service option, but after chatting briefly with a tax expert, I decided to do it myself. She confirmed that she would “release” me and then I started entering data for the assisted version. While doing so, I got abruptly logged off (involuntarily) and then every time I logged back in, it took me to the page to match with a local expert.  I clicked the “live help” button, but instead of reaching someone who could really provide technical support, I reached another tax expert who apparently goes by the name “Cliffhanger”.  He didn’t know how I could reach a real technical support person either, but he suggested that if I cleared my browser’s cache and cookies and restarted the browser, that should solve the problem. It has NOT solved the problem. I have scoured your website looking for a way to contact technical support, but the closest option I could find was one for contacting you about technical support scams, which, when I thought about it, was maybe the correct category! I haven’t used turbotax before, and this experience is not making me feel confident about your product.  Can you please help fix my account so that I can do my own taxes?? If you can’t solve it, can you put me in touch with someone at your company who can solve this issue??

[LindaS5247]

Here are a few things you can try. (I am not sure which TurboTax version you are using or how far you have gone in your return).

To get out of Full Service, you can follow these steps to downgrade to a different TurboTax Online product:

1. Open your return if you haven't already.
2. In the left menu, select Switch Products.
3. Select Downgrade.

You can also try  to clear your return and start over as long as you haven’t paid yet. After clearing your return, you can select the TurboTax product that best suits your needs. 

To Clear your return and start over:

1. Open your return if you haven't already.
2. Select Tax Tools from the left menu, then Clear & Start Over.
3. Select Yes to confirm.

How do I clear and start over?

If you want TurboTax Live Help, it includes unlimited help from live tax experts when you need it, and the option for an expert final review of your return at no extra charge. 

You can Start with TurboTax Live by choosing a TurboTax Live product. You can refer to this article for additional information: How do I get TurboTax Live?

If you haven't entered your return information yet and you have not paid for your return (if you are using TurboTax Online you pay at the end) you could start over in the TurboTax Free edition and add additional services or upgrade if needed. You can access that by clicking here.

If you want to reach Customer Support you can call 800-446-8848.

Please come back to TurboTax Community with any additional information or questions you may have and we will be glad to help you.