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Level 1

Question

Continue button does not work on the let complete your purchase online page

Forum|Forum|7 years ago
June 1, 2019
8 replies
0 views

When attempting to purchase additional state:

Select "Finish My State Tax with TurboTax"

Box "Let's Complete Your Purchase Online"

Continue button unresponsive

Having trouble leads to option to purchase by phone -- but only open Monday to Friday -- but people who work and pay taxes do their taxes on weekends -- not very helpful "we can help you here" option.....

TurboTax Home & Biz Windows

tmunoz

Level 13

If you are using Windows 10 and some buttons don't work or fields won't accept entry, this TurboTax FAQ has step-by-step instructions to help.

https://ttlc.intuit.com/replies/6549824

DSOVa

Level 2

There is no FAQ at that address. It's moved, and there's no link.

KathrynG3

Level 14

Here is another article with other troubleshooting tips for your future reference: Troubleshoot blank screens, missing buttons, or missing images.

Other suggestions:

Verify the browser is up to date and your device meets minimum system requirements.
Update the program itself:
- For TurboTax Online, close out of the program completely and close the browser window in TurboTax Online. Re-open using Chrome in an incognito browser on a Windows 10 PC and/or see: How to clear your cache.
- For TurboTax CD/Download, make sure to check for updates. For more information, see:
  - How do I update my TurboTax CD/Download software program?
  - Manually Update TurboTax for Windows Software (Basic, Deluxe, Premier, Home & Business)

@DSOVa

Anonymous

This happens when there is a non-alpha-numeric character in your name or addresses.

Remove all non-alpha-numeric characters and the continue button will light up for you.

For example:

Jon Ezra Jr. should be changed to Jon Ezra Jr (removing the . after Jr)

Mical F. Lior should be changed to Mical F Lior (removing the . after the middle initial).

Also, remove the # in apartment numbers and 's in names.

121 Turbo Drive Apt. # 21 should be written as -121 Turbo Drive Apt 21

De'Angelo Jesus should be written as DeAngelo Jesus for the continue button to work.

Please respond to let me know if this helps.

rbdorsett

Level 2

As per previous complaints in this message board, the Continue button doesn't work when I try to complete purchase of state (Colorado) efile. I'm using Windows 10, TurboTax desktop version (Deluxe). I've removed all non-alphanumerics. I've updated the TurboTax software. I've cleared all cookies (just in case, but I can't see how that affects the desktop version anyway). I've double-checked my payment information. Nothing works. This is becoming really aggravating. PLEASE FIX.

HeatherPLO

Level 14

@rbdorsett

For further assistance with this matter, please reach out to us directly using the Help Article here. This ensures you will get to the correct department as quickly as possible.

**Say "Thanks" by clicking the thumb icon in a post. **Mark the post that answers your question by clicking on "Mark as Best Answer"

bktwist

Level 2

I had to try a different browser... Logged into new browser & went to turbotax. It picked up where I left off 🙂😊

Anonymous

Glad to hear that worked for you. Though browsers are causes of a lot of issues while using TurboTax online, the answer I gave above is usually the reason why the continue button doesn't light up.

The best browser with TurboTax is Chrome. You will also have to clear your Cache and Cookies periodically to keep the browser functioning properly.

qurios

Level 2

03/06/2020 - Still a problem. Hopw do I get past this?

CassLO

Level 11

@qurios If you are using the Online version, try clearing your cache and cookies. Then reboot and log back in.

If your are using the download version, please try uninstalling and reinstalling the program.

**Say "Thanks" by clicking the thumb icon in a post. **Mark the post that answers your question by clicking on "Mark as Best Answer"

Anonymous

That is usually an issue with the desktop version. It is mainly due to non-alpha numeric characters in the name or address.

Debugger

Level 2

Turbo Tax seems to have a problem with newer versions of Windows 10. Try changing the display scaling from the default 125% to 100%. To do this go to Settings in the Start Menu and click on the Display settings. Scroll down to "Scale and Layout" and change the size of text, apps, and other items from 125% to 100%. This should fix the problem. When you are done you can change the scaling back to 125%. I had to use the same fix on the "Activation" screen for my version of Turbo Tax. Hopefully Intuit will fix the problem soon.

MoniqueLO_

Level 10

Please try refreshing your browser and clearing out your cookies. If that does not work, try clearing out your browser's cache then try logging out and back in to TurboTax. You may also want to try a different browser.

Please see below for information on how to delete your cookies.

https://ttlc.intuit.com/community/troubleshooting/help/how-do-i-delete-cookies/00/25978

Please see below for information on how to delete your cache

https://ttlc.intuit.com/community/troubleshooting/help/how-to-clear-your-cache/00/26135

If you would like to contact customer support for additional assistance please see below.

https://ttlc.intuit.com/community/using-turbotax/help/what-is-the-turbotax-phone-number/00/25632

@kgeske

kdub2

Level 2

Wow. Just wow.
I was able to FINALLY transmit my returns.

To get past the Continue button to enter my CC number, I had to toggle the resolution from 800x600 through 1280x720. Keep the app open the whole time.

Each time you toggle, the display will be more complete. You won't be able to see what you enter until you toggle the resolution again. Sadly, it's a constant toggle to get complete screens and displays.

TurboTax there is NO EXCUSE for such shoddy software. Especially since it's been fine the past 20 years.

Let me guess - you let all of your developers go and thought you had the 'skill set' on hand to develop the latest version to be Win10 compatible. Well, you lost BIG TIME on that gamble. And I'm guessing a whole bunch of customers.

plist

Level 2

This worked for me. What a pain in the a$$! I had to toggle the resolution dozens of times hoping the info I entered was correct because as you said I couldn't see the info until I toggled the resolution back again.

This problem as persisted for a couple of years now and Turbo tax still hasn't fixed the bug. I have been reading multiple threads on the support sites and they always suggest the bulls$$t response of clear your browser cache or try a different browser, which is ridiculous! I am not using the online version.

THIS IS THE LAST YEAR I WILL BE USING TURBO TAX!

Brandon Haag

Level 2

I ran into this issue on Windows 11 and finally found if I shrunk the size of the TurboTax application window that it would let me click "Continue". It happened to me on a couple different screens and this solution worked each time, just un-maximize the TurboTax application, shrink it to take about half screen width and 2/3 height and then I could click the button.

Hope this helps and have a blessed day!

Brandon.

jessica63

Level 2

This is an issue for me, as well. I am using the desktop version. This is the first year I have had issues with downloading the state, but it's enough to turn me off from using TurboTax ever again.

Here is what I have tried:

1. Running TurboTax as administrator.

2. Updating the address, etc. to comply with the rules stated in these instructions.

3. Messing around with the display resolution, and making sure it's set to 100% instead of higher.

4. Making sure TurboTax is up to date.

5. Updating all my drivers, etc.

I could go on, but come on TurboTax. I have been at this for three days now and I would like to get my business taxes filed.