What does TurboTax agent see during screen share on a desktop? Do they see EVERYTHING on a desktop or just the TurboTax software data?

[SandboxExperience]

Does sharing the desktop screen with a TurboTax agent display everything that is on the desktop or just data within the TurboTax software?  Supposedly, I am talking to an agent on the phone and sharing my screen, can I open my browser to view personal information without the agent being able to view the browser information?  Thank you.

[CarissaM]

Screen share will show whatever it is you are currently viewing. So if you open a browser with personal information, it will show as well. 

[poppybo184]

@TurboTaxCarissaLO is this true of the desktop (CD) application as well? I contacted TurboTax phone support and the representative wanted to screen share. They said personal information and certain pages within the application would not be visible, but I could not find any information online about this. Is there an FAQ on this? I'm specifically worried about personal information within the TurboTax application, not other applications.

[SandboxExperience]

Information provided by @TurboTaxCarissaLO and actual result seems to be inconsistent.  If they are able to see everything I am currently viewing then the last representative was not able to view a prior tax form PDF file.  I pulled up a past tax form PDF file to view and was asking the representative on a screenshare if she could see the numbers I was referencing.  She said she could not see it even though the PDF file opened was on the forefront hiding the TT software behind it at the time.  

[Bmr112616]

No, they cannot see anything to be of privacy such as birthdate, social security; etc. Here is a good link of some information of the platform. https://ww2.glance.net/2017/04/intuit-made-customer-experience-visible/

[datnn93]

I was informed by a turbotax specialist today that she can only see the turbo session and nothing else on my screen. I would like to have this discrepancy verify. Thanks!

[KrisD15]

If you send a file, all personal information is blank. 

We only see numbers on lines of the 1040 and the state in your address. 

[datnn93]

I meant to say when an agent asked us to share our screen , I was specifically reassured that the screen shared is that of only of turbo and nothing else on my screen. I did not mention anything about file sharing. I hope you can re-address this discrepancy with the initial comment made saying that they see everything on our computer screen vs. that of turbotax session only.

[JohnB5677 · Accepted solution]

On the Online version the agent can only see the TurboTax information.  With the Desktop version it will view everything you bring up.

[datnn93]

By the desktop version, are you referring to the CD/Download?

And where/how can we obtain the privacy policies regarding the statements you've made in ensuring client's privacy?

[DaraLO]

@datnn93  Yes, the desktop version refers to the TurboTax CD/Download software.

Please refer to the following links for more information regarding our privacy policies:  https://www.intuit.com/privacy/protect-your-privacy/  and  Annual Privacy Notice - Frequently Asked Questions

If you have additional questions, please submit them via our Contact Us page.

[fg66]

Just want to make sure. I was using the online turbo tax version. While sharing my screen with the TT agent, we were troubleshooting the problem.  I had an idea and switched to a tab in my Google drive which had my complete tax return. SS #'s, etc.  I was scrolling through.  Now I'm concerned about ID theft.  Could the agent see that other screen?  Or could she only see the turbo tax screen?

[SandboxExperience]

I don't work for Intuit / TT, but I believe they cannot see anything outside the TT application.  I could be wrong and hopefully not, but they should be only capable of viewing data within TT.  Within TT, they can only see general information and sensitive/identifiable data cannot be seen by the agent.  Someone else can help confirm for sure, but I wished TT had more information about this written on paper or just more clear description.  For example, WEBEX asks what do you want to share... entire screen?  Just a specific application?   

[mdailey]

I'm afraid my Turbo Tax agent saw my routing and account t number while we were screen sharing. Is this possible?

[mdailey]

Even my routing and account number?