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New Member
posted May 17, 2025 2:42:10 AM

I receive the following error message: “The information you entered doesn’t match our records.” I have double-checked all the information I entered and am confident

I am reaching out to request assistance regarding an issue I am encountering while trying to check the status of my tax refund. Whenever I attempt to access the system, I receive the following error message: “The information you entered doesn’t match our records.” I have double-checked all the information I entered and am confident that it is accurate. I would greatly appreciate it if you could look into this issue or let me know what steps I should take to resolve it. Please let me know if you require any additional information from my side to assist with this matter. Thank you in advance for your time and support.

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1 Replies
Level 15
May 17, 2025 5:15:25 AM

This is mainly a user community forum, not a direct route to TurboTax Support.   We can tell you some things to check.   First, you need to be sure your return was successfully filed.

 

First of all, it depends on how you filed; i.e., whether it was by efile or by printing and mailing a paper return.  

 

If you efiled, double-check to be sure the return was efiled successfully and accepted.
If you used Online TurboTax, you can sign into your Online Account and check the efile status at the Tax Home.    Does the status say accepted, rejected, printed, started, ready to mail, or something else?  


If that showed it was accepted, (or if you mailed a paper return), you can use the "Where's My Refund" tool at the IRS website below to monitor the status of your Federal refund. 

https://www.irs.gov/wheres-my-refund

 

Here are some tips when using the IRS "Where's My Refund" tool:

 

  • If you efiled, be sure you have waited at least 24 hours after acceptance before using the IRS WMR tool.   If you mailed a paper return, it won't show up in the tool for at least 4 weeks or longer.
  • Be sure you enter the correct tax year, SSN and filing status.
  • Be sure you are using only the Federal refund amount.   Do not include any state refund or any total refund or net refund (Fed and State) that TurboTax may have provided on a summary screen.  
  • Look at your actual Federal return to get the Federal refund amount, i.e., your Form 1040, Line 35a.

 

FAQ:  How do I track my state refund?

https://ttlc.intuit.com/community/refund-status/help/how-do-i-track-my-state-refund/00/25571