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Returning Member
posted Apr 1, 2025 12:41:40 PM

"Looks like we've hit a snag" message>> How do I get help!!!

I'm trying to file my taxes and I get the message "Hmm...It looks liek we've hit a snag"

 

The link to the support page is not help. The phone number takes me to a bot and that's it.

 

How do I talk to someone, or even chat with someone, to solve this problem!!!!!!??????

 

Thanks.

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5 Replies
Expert Alumni
Apr 1, 2025 12:43:26 PM

Where are you at in the software when you get this message?

Returning Member
Apr 1, 2025 1:19:27 PM

Thanks for your reply. I am on the Let's complete your purchase online page.

 

It says "Select Continue and we'll connect you with our secure online store to finish your order"

 

I hit continue. A page loads that says:

 

Hmm... it looks like we’ve hit a slight snag

Please try again or check back in a bit.

Try Again
For answers to your questions, visit us at  TurboTax.com/support.

 

If you can’t reach us online, give us a call at 1-800-4-INTUIT, and select the option for TurboTax.
 
FYI, I've tried again at least ten times, including trying yesterday.
 
There are no answers I could find using the support link.
 
The phone number is similarly a joke. I get a bot that asks a bunch of irrelevant questions. When the bot said it was transferring me to an  agent I only got silence. I waited a bit and no one every picked up.
 
I also got an message that this post is invalid when I tried to send it. This gets ridiculous, to say the least.
 
 

Returning Member
Apr 1, 2025 1:27:14 PM

Thanks for your reply.

 

The page says: "Let's complete your purchase online. Select continue and we'll connect you to our secure online store to finish up your order."

 

I click continue. After loading, it takes me to a pop-up page that says:

Hmm...it looks like we've hit a slight snag. Please try again or check back in a bit. I've tried again at least twenty times, including yesterday.

 

It also says to visit TurboTax.com/support, which offers no useful information, although I wasted a bit of time trying to find some.

 

It also provides a phone number 1-800-4-INTUIT that is similarly useless.  I've gone through the bot menu several times. Once I was transferred to silence. No one ever picked up.

 

Turbo Tax used to be a good product. The 2024 product has been one problem after another.

 

BTW, the first time I tried to reply to this message it told me it was invalid. It seemed to go through the second time, but I don't see it, so I've had to compose it again. Wasting more time....

 

Can you help me fix "slight snag" business?

 

Thanks.

Expert Alumni
Apr 1, 2025 1:34:10 PM

You need to call Customer Service and tell them you have a "block payment issues, possibly due to billing or an invalid license" and the agent should be able to help you. Here is how you reach customer service:  Turbo Tax Customer Service 

Returning Member
Apr 1, 2025 4:55:10 PM

Thanks. Finally got the problem solved.

 

FYI, the first person hung up so I needed to call back. The second person spent three hours trying to solve the problem. As it turned out, she needed to process my credit card for the state e-payment and give me a code. That worked and I was able to file.