Unable to pay for state e-file on desktop or over the phone or on desktop program. Customer service cant help

[username122]

Bought CD program and completed taxes. When it comes to pay the 20 dollar fee to e-file state taxes, the payment portal didnt work. (tried on two different MacBooks)
It says to pay over the phone if the payment isn't working. You call the phone number and give them a serial number and theyre supposed to take your credit card info and give you a confirmation code. I did this last year so I know how it's supposed to go.

Spent 5+ hours on customer service over 6 different phone calls. Have been trying to pay this 20 dollar fee for 2 weeks. They cant figure out how/where to enter the serial number and cant give me a confirmation code. I was charged already and cant e-file. 

If the customer service/sales department cant take payment over the phone and provide a confirmation code , there is a systemic problem. Every time I call they try to teach me how to buy turbotax or attempt to take over my browser even though it's a desktop service. Do they not have a sample program they can work through??  None of these work because the desktop software requires me to input a confirmation code. Im completely stuck. 
Have to return CD and find a new method to submit taxes 

[CatinaT1]

Are you still experiencing this problem?

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If using TurboTax Desktop: Please see this FAQ.

[username122]

I am of course still running into this issue 

I have waited for 3 weeks now and there have been multiple updates and payment portal doesn’t work. 
I also explained in my original post that I spent hours with customer service and tech service. I’ve spoken with 8 or 9 people. No help. Last person I spoke to tried to explain to me how to purchase TurboTax when I had told her I already prepared my taxes on desktop software. (That is how out of touch their “help” was)  

the main issue is not that the payment portal doesn’t work. The issue is that there is a link it tells you the click on if you can’t pay online. You click it, the attached instructions pop up. I call the number. I say “I have a serial number for you I have to pay for state efile. “ they don’t know where to enter the serial number. They’re unable to give me a California confirmation code that I need to file my taxes. I was already charged. I haven’t been able to file my taxes.

last year I had to call this number. They took the serial number, took my credit card information, and gave me a confirmation code. I did this exact thing last year. This year, no one knows how to do it. This is either a training problem or an issue with the system at the side of the sales team 

This is desktop home and business purchased from Costco. I’m also reaching out to Costco. 

[Noal]

Same issue! I filed my federal but will need to file the state on paper (uugghhh). Did TT lose thousands of dollars by not being able to accept payments for the product? This is the first issue I have ever had filing with TT and this seems like it should be an easy fix!

[AtlantaJoe · Accepted solution]

I have the same issue. I’ve been making online payments for years without any issues, but this year, I’ve encountered the same problem. It displays a serial number and asks me to pay over the phone. I called the number, but the service representative did not know what to do. What a nightmare! Intuit needs to fix the software or educate your persons.

[CatinaT1]

If you still experience the issue, please call Customer Service and tell them you have a "block payment issues, possibly due to billing or an invalid license" and the agent should be able to help you. Here is how you reach customer service:  Turbo Tax Customer Service 

[Jpmummidi]

I am having same error in Tuenotax Home and Business 2024. 2 days tech support tried to help by installing all the updates, install and reinstall etc. could not fix the issue.

[MarilynG1]

Try this: when entering your Credit Card Number to pay for State Efiling, try changing the Billing Address to 123 Main St.  Leave City/State/Zip as is.

@Jpmummidi 

[username122]

Last year, I called customer service for 2 months. I think i spent upwards of 20 hours. I knew the home and business downloadable program better than almost all representatives. They’re only getting trained on browser versions. I ran into the same issue as the other commenter. I was hung up on by two representatives who said “let me put you on hold”- simply because they didn’t want to forward me to someone who might know how to help me. Finally , someone very resourceful was able to help me around end of march. I think her name was Lisa. She informed me there was an issue specifically for California e-filers. I was finally able to file my taxes. If this issue persists this year I would be very surprised and upset. Hopefully the suggestion from the above expert works this time. 

[Sarachurchill]

• You can only file federal via e-file and mail you state in. Theres a glitch with the state payment where it does not let you change or update the state e-file payment. This is was causing the issue. 
  I was able to e file my federal but not the state due to state payment glitch. 
  I mailed it in and saved $20.00
     

[RJ Soukup]

I have the same issue today, March 26, 2025.  Nobody at TurboTax can resolve how to pay for my state e-file when using Desktop Deluxe 2024.  Over 3 hours on the phone with no resolution.  Only solution is to print it all our and file by mail.  Ridiculous that this has been going on for so long.

[Noal]

Same in this year! Ugh, I really don't understand why Intuit has not corrected it.

Here is how I bypassed, I charged the $20 to my tax refund and was able to transmit.

Good Luck 

[VolvoGirl]

@Noal   Do you know when you have the fee deducted from your refund there is an EXTRA $40 (45 in Calif) Refund Processing Service charge?  And your refund has to go through the 3rd party bank to take the fee out so it might add some time to get your refund. 

[nzhang111]

I am having the exact same prob.  I called and paid $25 but the representative told me he couldn't see any efile confirmation number at all.  When I tried to request for refund, the system couldn't even find my order.  It has been 1 week and I still can't just pay $25 to efile my return. 

[BrittanyS]

Can you clarify what you are seeing when you try to pay for the state return?  Is your system up to date?