Are you trying to efile and then pay a fee to efile the state return? I just completed that process and found it works best to pay the state filing fee with a credit card. Deducting the fee from the Federal refund seems cumbersome.
Please see the Help Article here for further assistance in regards to the loop you are experiencing.
Resolved: I had this problem. I know this is a old question but I just had this problem in 2025 when filing my 2024 tax. Tried all the normal troubleshooting. Turns out it was a billing issue with my premium plan.
What I ended up doing was upgrading to an assisted plan, then was able to advance past the "review your order" step. After, I simply downgraded back down to the premium plan.
I figured this out on my own after calling support twice and spending over an hour on the phone with no resolution other than to call back.
Can you tell me how you were able to downgrade back to premium once you got to the payment page?
I've spent an hour on the phone with customer service. They said there is NO WAY to downgrade back once you've added the 'assist'. They will not refund me the difference or provide a coupon code to make up the difference in price. They told me I have to REDO my return (which is NOT going to happen).
Many thx if you see this.
You can remove TurboTax Live as long as you haven't used the Tax Expert feature. Here's what to do:
If you don't see Downgrade or already used the Tax Expert feature, you can clear your return and start over as long as you haven’t paid yet. After clearing your return, you can select the TurboTax product that best suits your needs.
Keep in mind: If you want to receive help from a tax expert, you’ll need to use TurboTax Live.
If not using Live you can follow these steps:
Follow these steps to downgrade to a different TurboTax Online product:
Brittany, there is no 'switch products' option in the menu. Also no option to 'downgrade' on the order summary screen. Asking customers to RESTART their return is really not even worth mentioning as a solution.
Canada...online version but I also tried the app.
I selected the 'assist' option to get around the bug that wouldn't let me proceed to the payment screen, thinking I would be able to downgrade back to my previous selection. Didn't use the assist. Case 1548489536 which was closed by customer service.
Call during normal business hours, ask for billing dept. No one else you talk to will be able to help you.
Are you using the Canadian product @vldl? This is the US TurboTax Community. Instructions would be different for the Canadian Product.