I paid and completed by TurboTax return, but couldn't fix a problem so I selected Clear & Start Over but it is now treating me as a new user who will have to pay.

[sumitsircar-yaho]

 How do I return to a screen where it recognizes me as a customer from before?

[xmasbaby0]

You cannot use Clear and Start Over if you paid already.   That does not work.   If you paid already you need to make the changes, correction, additions, etc. within that same tax return.   You will have to revisit the areas that have mistakes and fix/edit them.   You may need to click on Add a State to get back in to make those changes.  You do not really have to add another state, but that trick will get you back in to the return.

What problem were you trying to fix?  Tell us what happened so we will be able to help you fix it.

[HeatherPLO]

You might be in a different TurboTax account linked to your name. To see all of your accounts, please see our Help Article.  

[xmasbaby0]

@HeatherPLO The user states that they paid.   And then tried to clear and start over.  It is not possible to use "clear and start over" after you register or pay your fees.  

[sumitsircar-yaho]

Sorry, but I don't have the option of "revisiting the areas that have mistakes" because now when I access TurboTax, I get the screens for a brand new customer.  I can't back into the tax return I spent many hours working on.

As for the problem I was having: I attempted to enter the data for my 1031  multi-asset exchange.  Despite this, it was showing a tax owed of -$197,000.  Several TurboTax tax experts offered suggestions about how to get rid of this pesky amount without success.  One even said that I needed the desktop version instead of the online version, but I've already paid for the online version. Another said to get a tax accountant!

I finally decided to start over, but with totally unanticipated and unpleasant results.

[xmasbaby0]

You need to talk with customer support to sort out this kind of confusion over the payment, the account(s), etc.  We cannot sort that out here in this forum.

To call TurboTax customer support

https://ttlc.intuit.com/questions/1899263-what-is-the-turbotax-phone-number

Customer support is available from 5 a.m. to 9 p.m. Pacific time daily

No one in the user forum can resolve a billing issue.  If you have a question about your TurboTax fees or billing, make sure you use the word “billing” in your request for help.  Do not use the word “refund.”

[barry13]

As long as you didn't officially file your return, Turbotax customer support will likely be able to help you get a refund if you paid for the e-file.  Call their 800 number and they will send you a link to process a refund using the Order Confirmation for your purchase.