I was offered a deal to switch from desktop to online, and took it, now no-one can find it

[user17739424746]

Last year (2024) I filed with turbotax desktop software, and signed up for turbotax advantage.  In november of this year I was charged $75 for the 2025 desktop version.  Now that I'm ready to file, when I opened the desktop software, it asked if I want to use online this year instead, and said it would apply my $75 credit towards the online version.  I clicked the button saying yes.  Now when I log in to my DESKTOP software, I see the window shown in the attached screenshot. When I click that "continue to online" button, it takes me to a fresh new turbotax online account, and offers me "expert full service" for $150.  But nothing about the $75 I already spent....  nothing about the deal that is "active" on my desktop version. I finally called turbotax support and was on the phone with someone for 45min who unfortunately had absolutely no clue what I was talking about.  I don't know where to find answers about this.  How do I reach someone that actually knows this deal?  I have screenshots.... it says my deal is "active".  I don't have hours to sit on hold every day trying to sort this out.... This expert premium is a good deal for $150.  But i've already paid $75.  Will I be charged again??? how do I get help?

[xmasbaby0]

Are you accepting that "deal" because your computer has only Windows 10 and does not meet the system requirements to use desktop software for 2025?    If you have Windows 11, be advised that accepting that so-called "deal" means you get ONE federal and one state return for the fee you paid.  You will not get the five federal e-files and state returns that desktop software would allow you to have.   If you have more than one return to prepare for other family members, etc. you will pay separate fees for each federal and each state return.  Each return will need its own email, account and user ID.   

If your PC or Mac meets the system requirements to use desktop---if I were you, I would stick with using desktop.

[user17739424746]

I used desktop last year because my husband and I had to file separately.  But this year we can file joint, so 1 federal and 1 state is enough.  But we also sold our house this year so our taxes are a little trickier than usual.  So the thought of the full "expert" taxes for $150 appealing, vs $75 for me to figure it out myself on desktop. But I need to know if it's 150 on top of the 75 i already paid, or 150 total.

[xmasbaby0]

It should be $150 total.

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.”

https://ttlc.intuit.com/turbotax-support/en-us/help-article/account-management/contact-turbotax/L2y9...

[user17739424746]

Thanks- I didn’t realize this forum was only users. This is all that came up when I went to the TurboTax “get help”- I was hoping actual customer service was in here too.