TurboTax stuck at payment for state

[sheilarussillo]

I'm ready to e-file for both federal and state and I have refunds for both. Federal is free but state is $25. I selected the option to 'charge my credit card.' A pop up indicates it needs to save my return before continuing and I click OK. A separate window then pops up, "Let's complete your purchase online," directing me to click Continue to go to a secure server but the Continue button is not active and nothing happens when I try to click it. There is also a 'We can help you here' link on this separate pop up page but it too is not active- nothing happens when I try to click it. So I cannot progress further. I don't want to have the fee taken out of my refund because of the outrageous processing fee of $40.

Any help is appreciated.

Sheila Russillo

[email address removed]

[Kat]

Sounds like you're using the Desktop (CD/Download) platform. 

First, make sure that your computer is connected to your internet.  If that isn't the problem, there are a couple of other things you may want to try.

Save your file and close your TurboTax program.  Then clear your computer's cache and delete cookies.  You may want to try a different browser, as well.  

How to clear your cache 

Reopen your TurboTax program, then go through your FILE portion of the program again.

If none of these options works, please contact TurboTax Customer Support during business hours using the info I'm linking below.

How do I contact TurboTax? 

[sheilarussillo]

Hello- thank you for the suggestions. I tried all with no luck. I contacted TT customer service with your link. The rep tried to help by having me pay the state e-file fee over the phone (with a secure link), then download another version which appeared to be just the state product but when I opened it, it had my combined form. But I was still taken to the part about paying for the state e-file, and it still asked me how I wanted to pay, which puzzled the rep. I was then referred to a supervisor (Desiree G.) who also was unable to help so she said she was opening a research case and someone would be in touch with me. I haven't heard anything yet. It's been 2 days. I hope to hear soon. 

Thanks, 

Sheila R

[Kat]

@sheilarussillo Very strange.  I've never heard of the program asking how much you'd like to pay.  😮

Please post back and let me know if you don't hear.  I may be able to help.

[sheilarussillo]

Hi Kat-

The page asks how I’d like to pay, not how much I’d like to pay. It’s the normal page I’m used to. After I select “Charge my credit card” it then brings up the odd-looking pop up window that has no links that work. The frustrating thing now is that, I’ve already paid for the state efile, over the phone and a secure link from the customer service rep, but still I cannot efile. I would just efile my federal and mail my state return, but now I’ve already paid! And I really don’t want to wait 4 wks to get my state refund. 
I’m only waiting till tomorrow and then calling in again. 
fingers crossed 🙂

Sheila

[Kat]

@sheilarussillo I have asked a TurboTax Moderator to investigate your issue, since you've exhausted all other routes available to you.  Please make sure that your email address in your TurboTax account is current.  Hopefully, someone will reach out to you her or by email.  I'm SO sorry you've encountered this roadblock.

[GabiU]

@sheilarussillo I can do some research on your call to support, but before I do & if you're on TurboTax Online....has the "captcha" popped up? 
I remember a few years ago some people were having trouble because it doesn't show. It might be worth a try. 
{Borrowed from this thread.}

If you are missing a CAPTCHA, follow these steps:

1. Log out and clear your browser Internet cache. (see directions below)
2. Close the browser and reopen it.
3. Make sure cookies are allowed/enabled in your browser settings so the CAPTCHA will appear.
4. Log in and try again.

If that doesn't work, see if a different browser than you were using, with cookies allowed will solve it.

Here is how you clear your cache:

https://ttlc.intuit.com/replies/3302272

Here is how you allow cookies:

https://ttlc.intuit.com/replies/3301976

Please report back and I'll see what I can find. 

[sheilarussillo]

Hi GabiU-  I do not get the CAPTCHA, so I followed your steps, 1 - 4, but still no luck. Kat's suggestions were very similar if not the same, but didn't mention the CAPTCHA. I don't think I mentioned this, but when the pop up comes up to try to send me to the secure site, it looks like a screen shot of a pop up page, not a real page. I know that sounds odd, but it just doesn't look 'real' so I was not surprised that the links really didn't perform as links.

So, to try a different browser, I think that means I'll have to change my default browser and then open TurboTax? I really don't want to mess with my default browser though I know I can just change it back after. You didn't mention which other might be best to try-  Edge (yuck)? IE? Mozilla/Firefox?

I'm still holding out hope that Desiree G (TT support) will contact me back after opening case number [social security number removed] for this.

If I do get the CAPTCHA and get through, I think TT will still want to 'charge my credit card' and I've already paid for the state efile-  through the first customer support rep I was connected to on 3/8. That rep had me redownload a version of TT and was expecting me to go to some page where it detected I had already paid- I'm not sure how that would work though. I should just eat that $26 payment and efile Federal only for free and mail in my state return and be done with it, but at this point it's more the principle of it. And mailing in means about a 4 wk wait for my refund.  :(

Thank you though-  I've been pleasantly surprised by all the suggestions.

Sheila

[Kat]

@sheilarussillo You will not have to "eat" any of the expenses.  TurboTax will refund your state e-filing fee if you end up being unable to e-file because of an issue within the program.

Sorry to butt in on you and @GabiU 's conversation here.  Just wanted you to know that.  

[Kat]

Thanks so much, @GabiU !

[sheilarussillo]

Oh no worries Kat!  Thank you- I guess I knew they'd probably refund it.

[SLTikes]

Having the same issue here.  Tried all of the solutions earlier in the thread.  I'm running a new Windows 10 machine 20H2 version and there were other problems encountered earlier in my taxes prep that I've found work-arounds for specifically related to this Windows 10 20H2 version. Resizing my screen resolution to 800x600 was one fix that helped solve an installation issue not being able to see the field to enter my activation code.  Unfortunately I efiled my Federal and now I cannot get back to efiling state until Fed accepts my return.  There is a bug fix supposedly coming out March 19, 2021 to fix this.  I didn't get a chance to try changing my screen resolution to see if that fixed the issue.  Hoping this problem here is resolved by then so when I can go back and efile state I can actually pay for the fee and file.  I will be following/subscribing.  

I'm using TurboTax Deluxe desktop/download. Windows 10, 20H2 version.  I tried Chrome and Edge without success.

[sheilarussillo]

Good to know it wasn't just me!

I lost patience and just went ahead and e-filed Federal and then printed state to mail-in. I know it means 4+ wks to get my refund (so rarely get a refund from state) but I really didn't want to wait longer for Federal since that one is a larger refund (again, rare).

Thank you for the info.

Sheila

[SLTikes]

My state NC took more than 6 weeks to pay last year filing by paper. I can only imagine with the fewer staff or working from home  due to Covid how long it would take filing by paper this year.  Hoping to efile state once I can get back to that screen.  

[Cynthiad66]

You should be able to e-file unless you have special circumstances.  But this year if you have to file by paper it should be quicker since systems are in place now.  However, if you need our assistance, please contact us again.