Pay with credit card not working

[Susie7777]

Trying to e-file taxes and pay the $25 fees for state filing. Payment options are Pay with credit card or Pay with Federal Refund. After clicking Pay with credit card, the next screen says click “Continue” to be connected to our secure online store. When I click continue, a window pops open, but a blue circle spins non-stop. 
I have cleared my cache, changed my display settings, disabled pop-up blockers, closed the laptop and re-opened as others have mentioned, nothing will get me past the blue circle of death. Please help.

[DoninGA]

You will have to contact TurboTax support for assistance with this problem. Use the key words Billing Issue

See this TurboTax support FAQ for contacting support - https://ttlc.intuit.com/turbotax-support/en-us/help-article/account-management/turbotax-phone-number...

Support can also be reached by messaging them on these pages https://www.facebook.com/turbotax/ and https://twitter.com/TeamTurboTax

[Susie7777]

I don’t believe this is a billing issue, as the screen to enter payment information never even loads…?

[vsheb]

It appears that you may have similar problem that I do (you may want to check the post  https://ttlc.intuit.com/community/taxes/discussion/turbotax-premier-won-t-efile-credit-card-payment-... ). I was told by tech support that the problem is due to not all state return forms being ready for e-filing for my state (Virginia). They said they would notify me when everything is ready. Meanwhile you can check the readiness of forms for your state here  https://care-cdn.prodsupportsite.a.intuit.com/forms-availability/turbotax_states_online_individual.h... .

Thanks.

[David Katri]

This system is still not working as of March 2, 2025.  Very frustrating.  Have filed state returns for many years and never had this issue.

[BrittanyS]

Can you clarify which state returns you are trying to e-file and whether you are using TurboTax Desktop or Online?

@David Katri 

[kzc]

I am having the same problem with the State of Nebraska. I am using TT Deluxe desktop.  I have used TurboTax for many, many years and have never encountered this problem. I tried calling but got a representative that did not know what he was doing and obviously working remotely. He kept talking to others at home and was rude and not interested in helping to solve any tax problems.  If this is what TT customer service is like, I may as well try a different tax program next year. I am not sure how I will ever e-File this state return.

Does anyone have a solution please?

[MarilynG1]

I got the 'hit a snag' error myself while preparing my personal return.  I went Back a couple screens, then went back to File and Pay, and it worked.

Have you tried a Manual Update? 

Some things that have resolved errors for other users:

• Run all TurboTax stuff on your C Drive
• Turn off anti-virus programs (here's How to Turn Off Anti-Virus Programs) 
• Run in Administrator mode
• Change network security settings from Medium-High to Medium

Here's more info on Troubleshooting TurboTax Desktop Issues.

@kzc 

[kzc]

I tried all of the recommended work arounds to pay with credit card to e-file and nothing worked to resolve this issue. I finally called Intuit during daytime hours and connected with a much more helpful customer service representative than the one I talked to last night.  After about an hour with her she reached out to her manager and to make a long story short I was transferred to the "Resolution Department".  I had to select "Pay with my Refund", rather than the credit card option.  Intuit did give me a refund for the $40 processing fee for this service. I reminded them that they have a glitch in their program and that there are others out there having this same problem and that they need to resolve this issue as quickly as possible.

I hope this helps others who are unable to pay the fee to e-file their state return.

[kzc]

After being promised the $40 refund for the processing fee to e-File by the TurboTax Resolution Desk so that I could file my taxes on March 5, 2025 due to the problem with their program they went back on their word and have not and will not pay me the $40 the agent promised me.  I kept watching for the refund and made many telephone calls requesting the refund and was told each time that it would appear on my credit card shortly. This supervisor that I spoke to today says the agent should not have promised that and they will not be issuing me a refund.  TurboTax's customer support is horrible! I have used them for over 20 years to do my taxes. I am finished with them and will be using H & R Block from now on! Be advised they do not stand by their word and could care less about their customers. 

[DP William]

Does anyone know when this issue will be resolved?  I'm hearing many discuss tech support said there is a problem is due to not all state return forms being ready for e-filing for several states - mine being Missouri.  I've seen this link that takes you to the forms for your state and it verifies the forms are not updated/supported.   https://care-cdn.prodsupportsite.a.intuit.com/forms-availability/turbotax_states_online_individual.h... .

I just called Customer Support to ask about this and he acted like he had no idea what I was talking about.  I cannot efile unless I want to take the fees from my refund, and like many others I'm reading about, I just want to pay with my credit card and be done.  

[David Katri]

If you are not receiving a refund and cannot pay by credit card you are out of luck and have to file a paper state return which is very painful!

TurboTax needs to get this fixed...

[matthill33]

Still seeing this issue on 3/25/25. Turbotax premier desktop on the latest windows, Massachusetts.

Steps I've tried with no luck:

- Restarting Computer

- Updating TurboTax

- Clearing cache

- Disabling pop up blockers

- Disabling antivirus