Unable to Transmit Return but paid fees already

[NathanMLim]

Hello,

I know this has been asked many times by a bunch of other people. But, all my taxes are done and ready to transmit. Yet, when I click e-file turbotax just gives me the error saying that it could not transmit and nothing more. I've been through 3-4 support calls and they all give me the same stupid generic answer: clear your cookies, try a different browser, etc or try again in a few days which I've done so many times.

It's been 2 WEEKS since my taxes have been ready to e-file and every time support has NO IDEA what to do besides the generic answers. After running through the same stupid steps support goes through, they give up and say to "Call us back tomorrow and we can file it for you." When I call back and tell them to file, they INSIST on walking me through the same stupid steps during the screen sharing session. TurboTax has already charged my card for the fees and I STILL CANNOT FILE. 

I HIGHLY suspect the issue is that TurboTax is choking out on generating the full return when I have 3K+ trading transactions (I was day trading all last year). Before I had put in my crypto transactions, it had no issues generating my tax forms. After adding my thousands of crypto transactions, it then chokes up and results in this bug

PLEASE SOMEONE ON THE TECH SIDE, PLEASE LOOK AT MY ISSUE. I do not want to walk through the same steps with call support who insist I clear my cookies and try a different browser when I know this is not the issue.

[dcuster]

Oof. Join the club, I'm having a similar issue. I just posted here: https://ttlc.intuit.com/community/taxes/discussion/the-saga-continues-subtitle-turbotax-not-loading/...

TurboTax on Twitter directed me to follow this post (which of course is no help whatsoever): https://ttlc.intuit.com/community/tax-topics/help/why-am-i-getting-an-oops-there-was-a-drop-in-our-c...

[KatrinaLO]

There could be a number of reasons why you are having problems with transmission. I know you have called customer service a few times and are still having this issue. I'm going to suggest a few things here to make sure we have exhausted all efforts and tried things that have worked for others. 

Please take a look at these TurboTax FAQ's here and also this one here pertaining to transmission and server issues. 

[NathanMLim]

You're giving me the generic answer of having to clear your cookies. No that does not work. I've tried that MANY times in several browsers on several devices and in incognito mode. I can't even click to print my hard forms to mail them as it crashes as well.

[NathanMLim]

Hey dcluster. Looks like we are experiencing the SAME exact issue. So this is DEFINITELY on turbotaxes end.

Question for you, since you mentioned adding in your crypto transactions. About how many transactions do you have? Is it also above 1K? 

I still have a very strong suspicion that if there is a HIGH number of transactions, TurboTax is timing out when trying to generate the tax forms. Based on the fact that the WebUI looks like it connects to an AWS instance (judging from the URL) and it probably craps itself trying to generate a big tax form, guessing because they're probably using the lowest cost instance possible.

[dcuster]

@NathanMLim that's my suspicion as well. I think I actually did hit over 1k transactions. It's odd that everything worked pretty okay until that last step of trying to submit the returns for filing. But I'm completely stuck now. I can't download any of the forms or even select "Clear & Start Over" under Tax Tools. Clicking on the Documents portion for 2021 shows nothing also (which seems to support your point about not being able to generate a report).

If I could just get my P/L number of crypto transactions, I'd just start over and enter that as one figure - not even worry about connecting the various API keys. I'm tempted to look elsewhere, but I'm already out $180 so I'd prefer to finish it with TT

[dcuster]

@NathanMLim I just got mine to go through! Not sure if they're working on a fix, but I was finally able to submit.

I got about three Transmission errors at the very last step, but I just kept retrying and they were finally sent. If you see this, give it a try now (8pm EST). 

[NathanMLim]

Glad you were able to transmit it...tried 5 times for me and still no dice. Did you make any changes to your forms before submitting?

[dcuster]

Only thing I did was go back to the beginning to make sure my selection for the Economic Impact Payment was corrected. Gave myself a heartache because the “oops!” error started appearing again. I did just try to let the screen sit if it went blank instead of hitting any kind of refresh. 

Another difference I noticed was actually being able to save the PDFs of my return by navigating to “Print Center” on the left under Tax Tools. That hadn’t worked before. My plan was to mail the hard copies if the site kept crashing. Are you able to do that at least? Mine was like 700 pages 

[dcuster]

@NathanMLim how'd you make out? Were you able to transmit your returns?

[NathanMLim]

Sadly still NO!

I went back through the forms from the beginning again just as you did and still the same result. When I get to the final step where I can click to view forms, it is still saying turbotax is having trouble generating the return.

I might just end up asking for a refund from TurboTax and trying to do my taxes elsewhere.

[dcuster]

@NathanMLim jesus, that’s frustrating. Don’t use the refund request link, they’ll just deny it right away (saying that their “guarantee” doesn’t cover the online version. Even though you can’t use it!). I hit the roof when I got that email yesterday. 

After that happened, I called again and got put through to a supervisor named Kenya (I think). She had me run a program called Glance so she could see exactly what was happening and said she submitted a refund request for me - remains to be seen if I actually get that or not. My case number was [phone number removed]. Maybe you can give that to whoever you talk to so they can read the notes on the case. Should help to save a lot of headache having to explain everything all over again. I spent over an hour on the phone with the supervisor yesterday before she accepted that it was a TT error (having to go through and show her using different browsers, clearing cookies, and all that goofy stuff). 

I definitely won’t be using TT again next year, that’s for sure 

[dcuster]

@NathanMLim they seriously don’t make this easy. Case number is 

149- - -282- - -5209 (no hyphens)

[NathanMLim]

OMG I want to kill myself! 😡

I had TurboTax give me a call from clicking the Help button and they said they are not able to pull up your case number since it is not associated with me. She then proceeded to tell me she cannot do anything beyond a screen share session and then sent me to their support number  1---888----777-----3066

I'm on hold with them now but am not hopeful I will get anything resolved.

[dcuster]

What the hell. That's so insanely frustrating. I would just start asking to speak with a supervisor straight off the bat, not even bother trying to explain the situation to the lower level support. They obviously don't want to listen. It makes me want to reach through the phone and shake them to make them listen.

If you get someone competent on the phone, ask if they're familiar with the Glance App. Any time I tried doing a screenshare session, it would just disconnect every time I went to refresh the page and the "oops!" error appeared. It just severs any kind of connection with TT; with the Glance app, they will be able to see everything on your screen so just be aware of that.