TurboTax Account Stuck Cannot Access Tax Return

[TruebroTax]

Hi, I spent hours and hours putting my tax information into TurboTax. Then got curious and clicked the "Verified Pro" button. I didn't pick a tax professional yet, and I made up my mind: I want to go back to doing my taxes myself.

The problem is, I don't know how to get out of "Verified Pro". When I log into Turbo Tax, I just get a very barebones UI that asks me "How did you do your taxes last year?". There's no way to access my tax return anymore, which was fully filed out and ready to file.

The sidebar to ask for help is gone. My self-prepared tax return is gone or at least inaccessible to me. I already spent 2h on the phone with the technical support, but they also don't know how I can get back to the regular TurboTax. Could someone here kindly help? Many thanks in advance!

[VolvoGirl]

All I could find is How to remove Turbo Tax Live.  There are 2 different ways to remove Live depending on how you added it

https://ttlc.intuit.com/community/downgrading/help/how-do-i-remove-turbotax-live/00/27312

[VolvoGirl]

I saw another post that said there is not a Verified Pro version in the USA.  Are you in Canada?

This is the USA forum.

Here is the Canada forum  

https://turbotax.community.intuit.ca/tax-help

Or Contact TurboTax Canada Support

https://support.turbotax.intuit.ca/contact/

[TruebroTax]

Hi! Thank you for the links. I read through them and watched the video but neither the clear and start over option nor the downgrade option show up for me. Also, I would rather not have to start over after hours of tax preparation. My entire left sidebar is empty. There are no options at all. I tried different computers and browsers, it's the same everywhere.

Here's a screenshot of how TurboTax now looks like for me:

And here's a screenshot from the TurboTax app:

There are no other options. No way to downgrade, no way to start anew.

I am in the US and have used TurboTax for years with this account.

I figured maybe I can switch back to regular TurboTax on my intuit account's products & billing page, but there the tax year 2023 doesn't even show up yet:

Really stuck here. Any hints or help is highly appreciated!

[TruebroTax]

Is there anyone inside or outside the TurboTax tech team who would be kind enough look at this? None of the instructions on the help pages work. The phone support doesn't know how to help. I posted some screenshots above that illustrate where I am stuck. Many thanks in advance!

[ethiosdtaxkid]

I am stuck in the same situation too... 

[ethiosdtaxkid]

In fact - i have been bounced around on several calls with "Specialists" that haven't been able to help me at all 

[ethiosdtaxkid · Accepted solution]

ANSWER! 

Finally figured it out - at the end of the screen when it gives you a list of verified experts - you will see an option to go to full service. it says "89$" or something but just click that.

The next option, you will find on the right hand side of the screen an option to "leave" the full service and just do the free version. Click that.

Following this, it will ask you why you dont want the full service and you can just downgrade to "free" to get back to the usual experience.. VERY CONFUSING

[TruebroTax]

ethiosdtaxkid,

Incredible! Thank you, that is indeed the solution! Finally I can do my taxes!

Thanks again!

[Attikus83]

I was stuck in the same situation.  Just select any "Pro" like you are going to use the service, then when the second window pops up, choose "FULL SERVICE" and then you can leave full service and get back to the original TurboTax.

[ethiosdtaxkid]

yeah, it is very unintuitive and the customer support numbers for these situations are very limited... I ended up doing my taxes elsewhere

[alertman32]

Anyone with screenshots of these solutions? I keep trying to find the buttons mentioned in earlier posts, but I am stuck with either setting up an intro call with a pro, or clicking on the Live Full Service which then takes me to an entirely new window and starts asking me a lot of questions about "my business"... I'm just trying to do my personal taxes.

[TruebroTax]

alertman32,

You need to go through the questions until you are at the screen where you can choose a tax professional. There you scroll all the way down. There you will find a button that lets you go back to basic. ethiosdtaxkid's answer helped me find it.

Good luck!

[pitagarcia03]

Thank you!

[xmasbaby0]

@pitagarcia03 You are posting to an old thread.    The original poster in this thread was asking how to use the services of an online TurboTax expert.   You are too late to use any of the online tax experts for a 2023 tax return, and too early for 2024.   What are you trying to do-----work on 2023 or 2024?