Where is cobrowse in app? I can’t share my screen!

[Critter]

if you'd like to share your screen with a Customer Care professional, please take a look at this link: https://support.turbotax.intuit.com/livelook/.

[Anonymous]

 At the bottom of the page where you see License Agreement Privacy Security, you will see CoBrowse.  It is the last option at the bottom of the page.  CoBrowse is sharing your screen with a representative.

[Critter]

And if you are on the line with a rep they should walk you thru the cobrowse steps.

[Critter]

In the answer above was the way to send a sanitized copy of the return to TT support for diagnostic assistance.

[dcastellano]

That answer is incorrect, that is not the way to get diagnostic assistance. That is used to share screen with desktop user, diagnostic token can be obtained through livelook or cobrowse.

[yoelpesso121]

in the app not the web site! where is it??

[Critter]

When you are on the phone with TT support they will walk you thru the co browse or file sharing options. 

Contact TurboTax support and speak directly with a TurboTax support agent concerning this situation.

See this TurboTax support FAQ for a contact link and hours of operation -https://ttlc.intuit.com/questions/1899263-what-is-the-turbotax-phone-number

[Anonymous]

You must sign in via the web (a web browser, ie:  Chrome, Safari, Firefox) to activate co-browse.

If you scroll down to the footer of the page (the very bottom center),  you will see License Agreement, Privacy, Security, CoBrowse.  It is right above the copyright 2019 Intuit Inc.  All rights reserved.

Click the "CoBrowse" and it will generate a six-digit code.  Provide the code to the agent.

[Anonymous]

@Critter, just so you know, Livelook is the old version of screen share.   

TurboTax is now using Glance.  It has replaced LiveLook. 

If you are using the desktop version of TurboTax, the link is  turbotaxshare.intuit.com 

The representative will guide you from there.

[Critter]

When you are on the phone with TT support they will walk you thru the co browse or file sharing options. 

Contact TurboTax support and speak directly with a TurboTax support agent concerning this situation.

See this TurboTax support FAQ for a contact link and hours of operation -https://ttlc.intuit.com/questions/1899263-what-is-the-turbotax-phone-number

[julierosenss2020]

Samesurf is the inventor of modern co-browsing - a real time visual engagement technology that’s specifically designed for sales, support and instant collaboration.  Protected by an extensive patent portfolio that dates back to 2010, our platform enables multiple remote users to interact with one another on any form of content without installs or coding of any kind from any device, app or browser.   

Samesurf also integrates features like HD video chat, in-page control passing, live messaging, enterprise grade encryption, analytics and screen recording to properly simulate the experience of being together in real life for an unlimited number of users.  Specific use cases include remote support, fully interactive demos, webinars, onboarding, and sales presentations. 

Samesurf’s integration ready offering is markedly improving conversion rates, handling times, satisfaction rates, transaction sizes and first call resolution rates.  Meanwhile, our technology is

hastening the transition away from traditional screen sharing due to its (1) security profile (GDPR, PCI, HIPAA and ISO 27001 compliant without exposing the desktop or sensitive screen elements); (2) superior performance (1080px screen clarity featuring zero latency and no installs); and (3) ability to be easily integrated within existing customer journeys.