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

[thephreek]

This is not a client-side issue.... get a developer to trace this bug.  Its really that simple.  Please do as we ask and escalate instead of providing nonsense replies about "clearing cookies" and such.  It happens on all platforms (web, mobile, diff browsers, etc.).

[thephreek]

Called in today to request a refund since TT obviously cannot resolve this issue.  After having me submit a form request for refund (which laughingly takes 7-10 days), i received a reply stating they will not refund me because their "Satisfaction Guarantee" doesn't cover "Online" versions and that its "designed not to charge the customer until after they choose to file".  What a joke.  All of us experiencing this problem know it happens AFTER paying!  Step 2 is for setting up bank accounts for debit/refunds but the charge for the product has already occurred.  I cant believe TT is having so many problems they cant resolve. 😖

[acflash21]

I'm getting sick over this.  I was going to go the refund route too if this didn't start working soon.  I'm blown away that they have not worked to get this resolved much sooner.  With the amount of resources that they have you'd think they would be able to put a professional on this.  Instead, we are stuck here.  Now, now it's "sorry, no refunds"?

Must not be a lot of customers that were affected by this glitch, so they can take some minimal negative publicity and lost references without issue.

[wow88]

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

[ashleysmith919]

This happened last year. I was assuming they would had fixed the bug but nope! It's doing it again this year! Might just go with h&r block because this is ridiculous. I've been filing with turbo for 10yrs and never experienced this until last year

[ejSH]

This was happening to me, I had to delete state completely and file without it.  I tried all the other ways to get it to go to step 3 and nothing else worked. 

[xmasbaby0]

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  

[cpineo13]

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]

Can you tell me what error message you are getting?

[cpineo13]

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.

[CatinaT1]

Are you being asked for a country and it won't let you past that? We are looking into an issue with that. Trying to determine if this is your problem or something else.

[cpineo13]

No, it lets me finish the direct deposit information then loads when I hit next, but acts like I didn’t enter the information and has me repeat step 2. 

[CatinaT1]

Ok, different issue then. Can you try all thee of the options below and let me know if any of those work?

You can try these steps to resolve if you are using the online version:

• Clearing your Cache and Cookies
• Using a different browser
• Opening an Incognito Window

[cpineo13]

I don’t know what changed, I just went back in about 3 hours later now, and it let me submit them.