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

[Dalal123]

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.

[VolvoGirl]

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.  

[Dalal123]

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.

[VolvoGirl]

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.  

[Dalal123]

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. 

[Dalal123]

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. 

[DoninGA]

---

@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-turbota...

[VX59]

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.

[CatinaT1]

Please call TurboTax Customer service.  Here is a link:  Turbo Tax Customer Service 

[leunglisa]

Why should we call a phone number?  We should be able to click "Connect with an Export" button from the desktop.  

[DoninGA]

---

@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...

[rose777777]

I have been on phone with customer service for over an hour. They can't figure out how to fix it. 

[leunglisa]

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.   

[hsuhsu]

@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?