If your expert is running more than 5 minutes late for your call, they may be finishing up with another customer. It may also take a couple of minutes for the expert to initiate the call from their end.
If your expert misses your appointment completely for some reason, we apologize. After 5 minutes, we’ll prompt you in TurboTax to reschedule or, if you prefer, we'll match you with a different expert. See this help article for more information.
Also, If you have a Full Service expert, they may be sending messages in TurboTax. Check the bell icon for Notifications on your top row menu. You may also see a red box that says "EXPERT HELP" in the upper right-hand corner of your screen. Select it, then, in the window that appears, look for "my contact history" and click on it.