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New Member
posted Mar 30, 2020 11:44:45 AM

Stuck at Welcome Screen

When I log into my account to start my 2019 return, I get a message that says, "Dylan, welcome back to your 9th year with TurboTax! We're saving you time and improving accuracy by pulling all of last year's info—for free." When I click continue, it reloads the welcome page rather than allowing me to start my tax return. I have tried signing out, closing my brower, clearing my browser data, and restarting my computer. I have tried different browsers and different computers. Nothing works. I cannot get past the welcome screen.

0 3 1460
3 Replies
Expert Alumni
Mar 30, 2020 12:05:24 PM

There are a couple of things that you can try to get past this snag,

  • Try closing TurboTax,
  • Compete a  disk cleanup,
  • Restart your computer.  

If this doesn't work try this:

  • If you've enabled pop-up blocking in your web browser, please turn it off and try again.
  • If it's still not working, try again using a different web browser. (For example, if you're using Chrome, try using Explorer or Safari instead.)
  • If those suggestions didn't help, try going back to your first browser and delete cookies.

If you have no luck, please contact us.

 

The best and most efficient way for you to connect with the right person to get the help you need is to select the version you are using below.

 

We're open daily from 5 AM to 9 PM PT.

 

TurboTax Online

TurboTax mobile app

TurboTax CD/Download software

 

Level 1
Apr 6, 2020 1:12:53 PM

I am having this same problem and none of these suggestions worked! Help! 

 

I can't contact customer service because I have to SELECT A PRODUCT to talk to someone and I am literally stuck trying to select a product.

Expert Alumni
Apr 6, 2020 3:06:38 PM

You can try setting up a new account with TurboTax, with a new user name and password. You won't be able to transfer in carryover information from last year however.