Turbo Tax Online Keeps Defaulting to IRS Free File

[holubc]

Like many others, it was suggested that I file thru the IRS Free File program (it seemed as though I qualified) but apparently I do not ...

I followed suggestions in other threads to: log out of turbotax online, clear my web browser, cleared the cache, cleared site data, and I even cleared my saved password.

It SEEMS that did the trick as the IRS Free File "label" at the top left of the page went away, however the moment I touched anything (continue, review, etc on either the main screen or the left bar) it AUTOMATICALLY triggered the IRS Free File to come back -- and now I can't move past it.

I've since redone the clear web browser / clear the cache dance a few more times and the same thing keeps happening: it appears clear upon logging in then it comes back.

I also went to CLEAR my return and start over and it says YOU CANNOT CLEAR YOUR RETURN.

Honestly, I don't recall registering anything or buying anything (I haven't even filed) but I feel I'm stuck.

[MichelleLO]

Try starting over and creating a new TurboTax User ID since your current one is linked to the IRS Free File. If you continue to have issues, please reach out to TurboTax Customer Support: What is the TurboTax phone number? 

[holubc]

No .... I don't want to create a new user ID because then it doesn't remember information from year to year ...

[mesquitebean]

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@ holubc  wrote:

No .... I don't want to create a new user ID because then it doesn't remember information from year to year ...

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After you cleared your browser and cookies, you were probably logging in at the wrong place and/or at the wrong time (i.e., too soon in the process.)  My steps below will tell you where and when to log in.

Follow my steps below exactly.  You shouldn't have to use a different account if you follow the below instructions step by step.   Print the steps out to use for guidance.

If you've been using TurboTax IRS Free File Program at its special website to prepare your 2020 return and don't qualify, and now want to go back to a paid edition of TurboTax at the Online TurboTax website to finish and file your return in the same account without starting over, here's how:

• First log out of all Intuit accounts, including this forum.
• Delete your browser Internet cache and any Intuit-related cookies. 
  (or instead of doing that, you can try using a private window (aka private browsing/incognito mode.)
• Close your browser and reopen it (either after Intuit cookies and cache were cleaned as above, or in a private window.)
• Go to this specific page:   https://turbotax.intuit.com/personal-taxes/compare/online/
• IMPORTANT:  When you arrive there, do NOT sign in yet.
• Choose the product you want like you hadn't even started a return before, and click on "Start for Free".
• It will ask how you did your taxes last year.  Say "TurboTax", and then it will ask you to sign in.
• When you log in, and try to proceed with your selected product, it should recognize that you had recently been using the IRS Free File Program and should ask you if you want to switch to a TurboTax commercial product and not use the IRS Free File Program anymore.   Say "yes".
• Hopefully, that will put you back in regular Online TurboTax in the same account while keeping your originally-entered info.