"Let's complete your purchase online" screen not working solution!

Forum|Forum|5 years ago
February 14, 2021
17 replies
116 views

If you want to pay the state e-filing fee with a credit card instead of having it deducted from your refund, you click the "Charge my credit card" button and you get the screen "Lets complete your purchase online". If you have a newer computer with higher screen resolution of something like 1920x1080, the continue button in the window may be dead and not respond to clicks. The links may not respond either. The solution that worked for me was to lower my resolution to 1024x768. I reran turbotax and the screen worked then. I saw another post in this forum that said lower it to 800x600, but when I did that the continue button was not display on the screen. So I had to go to a higher resolution. There is some issue with some of the Turbotax windows and new computers that have a higher screen resolution. I had the same issue when I tried to activate my copy of Turbotax when I first installed it and ran it for the first time. In that case, lowering the resolution to 800x600 worked.

Cass0317

Level 10

Please see the TurboTax FAQ below for troubleshooting the button not working when trying to pay:

Troubleshoot blank screens, missing buttons, or missing images

You may also try closing out of TurboTax and clear your cache and delete cookies. Then sign back into your TurboTax account. If that does not work, try a different browser.
If still no luck, contact customer care here.
Please be sure to enter the correct product, edition, and a detailed description of your issue. Once you fill out the form you will be given a service ticket number and a phone number to contact customer care. (You will not get a phone number if you use the link outside of operating hours.) We're open daily from 5:00 AM to 9:00 PM PT.

lsssdhb

Level 2

When is this going to be fixed? I've been very disappointed with TurboTax this year. This is just the icing on the cake.

m7pearsonAuthor

Level 2

I just filed another tax return and had to use the workaround again. It didn't work at first until I restarted turbotax.

spudco

Level 2

Let’s complete and submit to Fed and State. Should be the same as last year except if there aew any minor Social Security adjustment.

EbonyL122824

Level 9

Please comment back and let us know what issue you are experiencing and if you are using the online software or the desktop software, so that we can better asisst you.

@spudco

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Clay19561

Level 2

The issue with the payment screens has nothing to do with the computer resolution. I used the same computer as last year and didn’t have any issues last year but it was very frustrating this year. The agent I talked to asked me to charge the resolution which I did few times and still could not access the “Continue” button. In the matter a fact, the whole form will disappear from view and could not access it again, and the Turbo Tax screen get frozen, the only way out, was to hover over the TurboTax icon on the taskbar to see both screens and then close the payment screen and start over again. However, I did get it to work by using the tab bottom to jump through the fields on the payment screen and just guess how many times to hit it before the focus is on the “continue” button. Was painful and frustrating, very disappointing to the quality control and testing the product and functionality before releasing the software, hopefully it gets fixed soon, have another return to file 😳

SForrestLO

Level 11

Please see this Turbo Tax help article on troubleshooting blank screens, missing buttons, or missing images.

Troubleshoot blank screens, missing buttons, or missing images.

**Say "Thanks" by clicking the thumb icon in a post. **Mark the post that answers your question by clicking on "Mark as Best Answer"