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Level 2

Question

Stuck in a loop on step 2 "Your refund info"

Forum|Forum|2 years ago
February 26, 2024
49 replies
305 views

I'm stuck in a loop after entering my direct deposit info. I cannot finish my taxes.

I have tried going through review process on Federal, State, and final review. I have tried using a different browser. This has been going on for over a week. I have already paid so I can't even back out of this now.

Offer a fix that works please. Thank you.

Cynthiad66

Level 14

Your computer may be stuck in a loop. Let's Clear your cookies history and reboot.

Cookies are small files that temporarily store data on your computer. We use them to personalize your experience so you see information you already entered and not items that are irrelevant or repetitive.

On rare occasions, they may make your browser think you already did something that you still need to do. To fix that, you'll need to delete (clear) the cookies from your browser.

Each browser has a slightly different method for deleting cookies. Choose the browser you're using:

Related Information:

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acflash21Author

Level 2

I cleared all cookies and tried again, as well as loading up AN ENTIRELY NEW BROWSER to attempt to start with a clean slate. All resulted in repeating the same situation, no progress.

Cynthiad66

Level 14

Some TurboTax customers are experiencing an issue in the Final Review section when selecting the pay with a refund option. The customer is looped back to Final Review.

We’re currently working to resolve this issue. If you’d like to receive progress updates, sign up below.

@acflash21

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thephreek

Level 2

Having same issue. Tried clearing cookies and cache on 2 browsers (Chrome, Edge), and even mobile app all with same loop happening. Developer needs to bug trace this.

CatinaT1

Level 15

Are you getting a message that says oops, we hit a snag? What is the error message you are receiving?

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acflash21Author

Level 2

There is no error message. It just sends me back to the same page immediately.

"Just two more steps and we'll file your returns", I click on "Continue" on Step 2.

I fill out all banking information.

I finish all pages.

Then get back to the original page, except "Step 2: Your refund info" remains uncompleted.

REPEAT

mike10000

Level 2

Mine is doing this right now too. Very frustrating. So close and yet so far. Has this been fixed yet?

wow88

Level 2

To fix this issue Delete you state and start it over and this will solve the issue go back to the file and go to step 2 complete it and then the step 3 will open for you

xmasbaby0

Level 15

Are you waiting for some forms? You cannot e-file if your forms are not ready. And --- the IRS is not accepting e-files until 1-27 so there is no reason to rush.

Click Review to see if you are waiting for forms.

Please see these links for form availability dates
Federal form availability
Forms availability

**Disclaimer: Every effort has been made to offer the most correct information possible. The poster disclaims any legal responsibility for the accuracy of the information that is contained in this post.**

cpineo13

Level 2

This is still an issue in 2025. Beyond frustrating as I have been using TT for almost 10 years and never had an issue. My girlfriend was able to complete and submit her state taxes, so I know it isn't a form problem. Wish I didn't choose to pay with my card for the filing of the return so I could do it elsewhere. This will be the last time I use turbotax as all the employees have been anything but helpful.

CatinaT1

Level 15

Can you tell me what error message you are getting?

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cpineo13

Level 2

There is no error message, it sends me back to the same screen as if I didn't complete step 2 and makes me reconfirm my direct deposit information. It never lets me get to step 3 to actually file the return.

kylebrown4587

Level 2

For anyone else who stumbles across this, I'm not happy with this solution but what worked for me was paying for the (what should be free) service through the app via apple pay. It then allowed me to get the money through direct deposit.

BlondeTexasLady21

Level 2

My refund was initially rejected because I forgot to include form 1095-A. I corrected the information and attempted to refill (applying for the refund advance), but was stuck in a loop due to the documents that have to be reviewed and accepted. If you’re having this issue, follow these steps:

1.) clear all cache and realtime in safari.

2.) if #1 doesn’t work, delete the TurboTax app and make sure chrome is your browser. Instead of it taking you to the documents where your forced to hit the back button and get stuck starting over, it opens them and downloads them in a separate window, allowing you to proceed to elect the refund option.

For anyone who doesn’t see the refund option, make sure you do this:

1.) when it takes you through the steps to finish filing, make sure to choose pay with refund. It’ll take you to a screen that’ll show that you’re ready to file.
2.) Instead, click into the second box that has the checkmark. It’ll list two options for deposit. If you click “back” in the bottom middle, it’ll take you through every option and the refund advance will be the second to last option.

3.) on the next screen, it’ll say “use Credit Karma 5 days early” or “continue with advance”. Click continue with advance.
I followed these steps and was able to reapply for the refund advance, even though I corrected my refund to add the 1095-A. Within 5 minutes, my Credit Karma app notified me that I had a $500.00 advance waiting because my return correction was accepted by the IRS.

as someone who previously prepared taxes for three years, please let me know if you have any issues, and I’m happy to help how I can.

okesam

Level 2

If you already have Credit Karma you can do the following:

Both Credit Karma and TurboTax are intuit products so you can act like you want to continue from where you stopped on TurboTax and that would help you get past the stage you are stuck at. You can then continue on TurboTax thereafter.

If you do not have Credit Karma, you may have to download it and try linking it to your TurboTax account. Good luck.