TurboTax hangs when I try to purchase state

[StevenB2]

TurboTax won't let me complete the purchase of a state.

I'm able to log into my TurboTax account from within the popup purchase window, so network connectivity and browser functionality isn't an issue.

But then it hangs, just showing the big spinning circle forever, never progressing, usually at the "Billing address" step.

One time I got to the "Review" step (i.e. after entering my billing address and payment info) before it hung.

What do I do about this? It seems like your online purchasing is completely broken.

Edit: In addition, when in-app purchase hangs, it grinds my computer to a halt, using up all available CPU.

The most recent log in %LOCALAPPDATA%\Roaming\Intuit\TurboTax\TY22\ErrorLog contains error message like the following:

[2023-03-17 05:28:11.075837] (0x000010c4) [LOG_CLOUD] [LoggerWrapper.cpp(58) @ function : log_cloud] {"tag":"ECommerce_WinForm","levelName":"INFO","message":"LogEventHandler Triggered"}

[2023-03-17 05:28:11.076835] (0x000010c4) [LOG_CLOUD] [LoggerWrapper.cpp(58) @ function : log_cloud] {"tag":"ECommerce_WinForm","levelName":"ERROR","message":{"category":"logging","command":"log","payload":{"level":2,"levelName":"error","message":null,"props":null},"messageContext":{"pluginId":"cg-commerce-plugin-web","widgetId":null,"widgetVersion":null},"typeName":null}}

[2023-03-17 05:28:11.077836] (0x000010c4) [LOG_CLOUD] [LoggerWrapper.cpp(58) @ function : log_cloud] {"tag":"ECommerce_WinForm","levelName":"INFO","message":"LogEventHandler Completed"}

[2023-03-17 05:28:11.077836] (0x000010c4) [LOG_CLOUD] [LoggerWrapper.cpp(58) @ function : log_cloud] {"tag":"ECommerce_WinForm","levelName":"INFO","message":"LogEventHandler Triggered"}

[2023-03-17 05:28:11.078835] (0x000010c4) [LOG_CLOUD] [LoggerWrapper.cpp(58) @ function : log_cloud] {"tag":"ECommerce_WinForm","levelName":"ERROR","message":{"category":"logging","command":"log","payload":{"level":2,"levelName":"error","message":"cgLogger:icp-checkout-ui/customerinfo:error","props":{"exception":{"callstack":"Error: {}\n at onError ( t n.value (eval at module.exports (https://cdn.commerce.turbotax.intuit.com/app/0.0.57-20220829-161420/CTGShell.js:1:72623), <anonymous>:4:118294)\n at n.value (eval at module.exports (https://cdn.commerce.turbotax.intuit.com/app/0.0.57-20220829-161420/CTGShell.js:1:72623), <anonymous>:4:117774)\n at n.value (eval at module.exports (https://cdn.commerce.turbotax.intuit.com/app/0.0.57-20220829-161420/CTGShell.js:1:72623), <anonymous>:4:238203)\n at eval (eval at module.exports (https://cdn.commerce.turbotax.intuit.com/app/0.0.57-20220829-161420/CTGShell.js:1:72623), <anonymous>:4:237778)","error":"Error: {}"},"props":{"alwaysEditMode":true,"appId":"TTD","className":"cg-billing","commerceTid":"03709194-81c7-46c2-a1ea-bd7e0eae621f","configs":{"aGuestShopperID":null,"aTheme":"intuit"},"displayCheckbox":false,"displayShipping":false,"guestShopperId":null,"id":"icp-checkout-ui/customerinfo","intuitTid":null,"preFillAddress":false,"screen":{"component":"CustomerInfoScreen","flow":"state-purchase","name":"Billing address"},"showSameInfo":false,"userId":"9130355969219036","widgetContext":"USER_INFO_PAGE_CI"},"timestamp":1679056076850.0}},"messageContext":{"pluginId":"cg-commerce-plugin-web","widgetId":null,"widgetVersion":null},"typeName":null}}

[HeatherPLO]

So we can take a closer look at your specific situation, please reach out to us directly using the Help Article here.  This ensures you will get to the correct department as quickly as possible.  

[StevenB2]

I just got off the phone with the TurboTax tech support agent.

She acknowledges that there's a bug in the system, causing my transaction to fail, and that there is no ETA.

This is unacceptable. I've been using TurboTax for nearly 30 years, and never had any motivation to try anyone else's product.

But if this is really the situation, then you've lost a customer.

I just paid for and downloaded your competitor's program (which, federal + state, costs less than a single additional TurboTax state, BTW), and if I have a good experience with it, then you'll never hear from me again.

Fix your crap.