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Returning Member
posted Jun 18, 2019 6:11:10 PM

I received an email from a tax expert from TurboTax but I can't see the contents when I log into Turbotax

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6 Replies
Level 15
Jun 18, 2019 6:25:34 PM

When you log in, if you don't get a notice to review the message, click the red box in the top right Expert Help.  Then choose Contact History.  Are your messages there?

Returning Member
Jun 18, 2019 6:31:13 PM

@mesquitebean, I don't see a notice to review a new message and there is not a red box.

Level 15
Jun 18, 2019 6:36:06 PM

tmus2000:

Are you sure you are in the right account with the return  you have been preparing?    Many people end up with more than one.   If you think that is not the right account, we can tell you how to troubleshoot.

 

Otherwise, if it's the right account, I don't know why you would not see the red box "Expert Help" in the top right.   Phone TurboTax Support during business hours so they can troubleshoot with you.

 

Hours are 5AM-5PM Pacific (8AM-8PM Eastern) Monday-Friday.

 

FAQ: What is the TurboTax phone number?
https://ttlc.intuit.com/questions/1899263

 

I've also asked a Moderator for additional suggestions tomorrow.

Level 15
Jun 18, 2019 7:21:40 PM

tmus2000:
You said you don't see the red "Expert Help" button in the upper right corner.

 

You haven't said what product you are using.   Please verify that you are using one of these Live products:  Live Basic, Live Deluxe, Live Premier, or Live Self-Employed.

 

Returning Member
Jun 18, 2019 7:31:17 PM

@mesquitebean, excellent question and I'm glad you asked. I am using the old school 2016 desktop edition for that year's return.

Level 15
Jun 18, 2019 10:52:18 PM

 

@tmus2000 wrote:

excellent question and I'm glad you asked. I am using the old school 2016 desktop edition for that year's return.

Well, that explains  some things and confuses others.   The Live feature with messages from a TurboTax tax expert is only available in Online 2018 TurboTax.    You had not said anything about using desktop software for a 2016 return, and you talked about logging into your account to get a message, so I assumed you were using Live TurboTax, a 2018 online product.

 

As I mentioned previously, you need to phone Customer Support and let them question you to figure what all is going on.      Was the Support person you talked to simply going to send you something in regular email?  Or did the email say to log into your account?    If the latter, maybe they thought you were using 2018 Live TurboTax.