I am writing to express my frustration with the TurboTax Home & Business 2024 software. I purchased the Live Tax Support service, and was able to connect once. However, when I open TurboTax Home & Business and click on "Review," it prompts me to buy Live Tax Advice again, instead of providing the blue contact box as expected. My order history clearly shows that I have already paid for this service, so this is quite concerning.
Additionally, the state form, which was released yesterday, is not downloading, further complicating my filing process.
I have been a loyal TurboTax user for the past 10 years, but this experience has left me extremely disappointed. If these issues cannot be resolved promptly, I fear this may be my last year using TurboTax.
Try updating the program again. They are putting out lots of updates. I updated yesterday and it updated again today. And sounds like another update is coming later today Friday 1/10. Are you in the same return? The $60 expert help might be only for 1 return.
I am using the the desktop version, so live tax advice is tied to my license; online product may differ. Additionally, there are no updates available at the moment. This product was released without proper testing and contains several bugs.
I know you are in the Desktop program. The $60 Expert help button is new this year. We don’t know much about it. I think it might only be 1 return so $60 for each return. Check if you are in the same return. Maybe save the return, close the program and restart the program. Then do an update.
Also there are a lot of updates coming out now. I updated yesterday and today was another update and I hear there might be another update later today Friday 1/10.
Live support is unlimited and not tied to one form as in desktop version you can create more than one form. I have spoke with TT, therefore, your assumption is incorrect.
Still unable to use live support. Turbo Tax have is nothing but issues. I should switch to another product now before it's too late.
@Dalal123 wrote:
Still unable to use live support. Turbo Tax have is nothing but issues. I should switch to another product now before it's too late.
See this TurboTax support FAQ for contacting a Tax Expert when using the Live online editions - https://ttlc.intuit.com/turbotax-support/en-us/help-article/product-setup/connect-tax-expert-turbotax-live/L73wOZD5D_US_en_US?uid=m618ws48
I didn't even get to connect once. No method was provided to be able to do so, but yes--I also had the opportunity to pay for not only live advice again, but also TurboTax itself. Very frustrating.
Please call TurboTax Customer service. Here is a link: Turbo Tax Customer Service
Why should we call a phone number? We should be able to click "Connect with an Export" button from the desktop.
@leunglisa wrote:
Why should we call a phone number? We should be able to click "Connect with an Export" button from the desktop.
See this TurboTax support FAQ for getting Live Tax Advice when using the 2024 desktop editions - https://ttlc.intuit.com/turbotax-support/en-us/help-article/experts-advice/turbotax-desktop-live-tax-advice/L2nvxpA4W_US_en_US
I have been on phone with customer service for over an hour. They can't figure out how to fix it.
I figured out a workaround while on call with support. Whatever return you purchased the Live Tax Advice needs to be open (note that you can have multiple returns open). As long as you have the exact same return where you purchased Live Tax Advice open, then the link "Connect with an Expert" replaces the "Buy Now" button.
@leunglisa I have the same problem. Thanks for your work around.
My original tax return does have "Connect with an Expert" in Live tax advice box.
As soon as I load up another tax return, it has the "Buy Now" button returns in Live tax advice.
It is very frustrating.
As of 3/16/2025 Turbotax has not fix this.
@DoninGA & @CatinaT1 Do you work for Turbotax? Can you address this issue?
I paid for live online support. I used it once and was advised to start a new return, since the return I started on wouldn't import my previous years tax information. I did and can no longer see the option to contact live support. What should I do?
@fkindred wrote:
I paid for live online support. I used it once and was advised to start a new return, since the return I started on wouldn't import my previous years tax information. I did and can no longer see the option to contact live support. What should I do?
You will have to contact TurboTax support for assistance with this problem.
See this TurboTax support FAQ for contacting support - https://ttlc.intuit.com/turbotax-support/en-us/help-article/account-management/turbotax-phone-number/L0Od33nMQ_US_en_US?uid=lfgviwbm
Please follow the steps in this link to access your TurboTax Live product. Make sure you are logging in with the same credentials used when purchasing the Live service.
@JotikaT2, I'm logged in correctly and have paid for the product. The problem is that the TurboTax Live is being tied to a specific .tax file and not the user -- I have multiple .tax files since I experiment with my return. I have to open the specific .tax file for the proper option to exist, otherwise it is asking me to pay. This is a software bug (as others in this thread have mentioned).
I recommend using this link to contact us to speak with an agent. They'll be able to see exactly what you are experiencing and report the issue or provide some follow up directly to you once the issue is resolved.
@JotikaT2, I did speak to an agent, who had no idea about the problem. I eventually spoke to a supervisor, who was unaware of the problem or how to fix it. We then stumbled upon opening the other .tax file that worked. It is unclear whether this will be fixed.