Paid for Live Tax Support still asking me to buy instead of giving a opion to connect

[DoninGA]

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@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?

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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...

[plawlor78]

I'm having the same issue and wasted a lot of time on this.

@DoninGA @CatinaT1, is someone working to fix this problem? 

[JotikaT2]

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.

@plawlor78 

[plawlor78]

@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).

[JotikaT2]

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.

@plawlor78 

[plawlor78]

@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.