We do not know why you were told or why you think you cannot e-file. But, TurboTax does not have your actual documents or images of them. TurboTax only has the information you entered. In order to file by mail, you still have to pay your TurboTax fees and then print, sign and mail the returns. When you file by mail you are required to attach paper copies of your W-2's and any 1099's that show tax withheld. It is up to you to get those hard copies of the tax documents from the employers or financial institutions that issued them.
You are posting from TurboTax Live. You can arrange for the Live help you are paying the extra fee for with your questions from 5 a.m. to 9 p.m. Pacific time.
https://ttlc.intuit.com/questions/4124827-how-do-i-connect-with-a-tax-expert-in-turbotax-live
https://ttlc.intuit.com/community/printing/help/how-do-i-print-and-mail-my-return-in-turbotax-online...
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