TurboTax is showing me a technical glitch whenever I try to enter mortgage interest for my rental unit

[SumeetT]

Under Income --> rental properties and royalties, whenever I click the edit button for Mortgage Interest , I get a screen that says "Check your internet connect, check back after few minutes". I have tried multiple times - on a different machine and browser , the issue doesn't resolve. Is there any solution for this issue? I have been seeing this for last 8-10 hours 

[PatriciaV]

It's possible this is browser-related or an issue with your local internet connection. Please log out of TurboTax Online, refresh your browser, and clear your cookies and cache. Then restart your browser and log into TurboTax again.

For more help, please see: 

• How do I delete cookies?
• How to clear your cache

[SumeetT]

I went to Mozilla Firefox settings and cleared cookies and cache. Then I restarted the browser and logged into TurboTax again. It still doesn't work but behavior changed from yesterday. It was showing "internet connection" type of error on another page when edit button was clicked on Mortgage interest. Now , it won't go to another page even (loading circle shows) and we stay on same page. If I try to delete Mortgage interest (in hopes of making it work by adding it later) by clicking on the trash bin next to edit , that shows me "yes, remove it" or " never mind" window . But once I choose  "yes, remove it" , loading circle appears and nothing changes. Just for context, this rental has been there in TurboTax for many years in my account , so there is column for 2024 and column for 2025 on the page (maybe that info helps)

[CatinaT1]

Have you also restarted your computer?

[SumeetT]

Yes, restarted the computer as well. 

[SumeetT]

I don't think this is a simple problem (I wish it were). This is now blocking from making any meaningful progress on tax filing (I have gone ahead and done the rest). Until this is resolved I cannot file.

[SumeetT]

Worked with Turbo Tax help today but the issue has still not been resolved. The suggestion was as follows:

Delete all entries in the rental section,  including the income.

Log out of Turbotax

Clear your cache and cookies

and then log in to Turbotax on a new window or tab

And re-enter the section

Let your 1098 be your 1st expense reported

I still have 1098 (mortgage interest) section not going to a new screen to take a number from me. It just resets back to the same page.

[PatriciaV]

Perhaps something in your return is preventing your input. We would like to test this further using a TurboTax ".tax2025" file that is experiencing this issue.

You can send us a “diagnostic” file that has your “numbers” but not your personal information.  If you would like to do this, please follow these instructions: 

In TurboTax Online, open your return, go to the black panel on the left side of your program and select Tax Tools. 

1. Then select Tools below Tax Tools.
2. A window will pop up which says Tools Center.
3. On this screen, select Share my file with Agent.
4. You will see a message explaining what the diagnostic copy is.  Click okay through this screen and then you will get a Token number.
5. You may wish to snap a screenshot to post instead of the actual number.
6. Reply to this thread with your Token number (including the dash) and tag (@) the Expert requesting the token from you.
7. Please include any States that are part of your return - this is VERY important.

If you are using TurboTax for Desktop, go to Online in the top menu, then choose "Send Tax File to Agent."

We will then be able to see the same experience you are having. If we are able to determine the cause, we'll reply here and provide you with a resolution. 

[SumeetT]

@PatriciaV 

Your token number is: 1345282

Attaching the screenshot as well. States that will be part of return are CA, MA. I have not filled any state information yet. 

[PatriciaV]

Thank you for the token.  We are looking into the issue and will respond as soon as we have information to share.

@SumeetT 

[PatriciaV]

We have reviewed your diagnostic copy using TurboTax Desktop and found a few missing entries, but Mortgage Interest can be accessed, entered and edited for both Schedule E and under Your Home.

We recommend that you download and install TurboTax Desktop. With this version, you should have no problems completing your return, plus you will be able to view all forms in your return before you file. See the instructions here: How do I switch from TurboTax Online to the TurboTax software?

[SumeetT]

Well the missing entries are due to trying multiple things. When I started seeing the issue Mortgage Interest was the only entry in Rental that was not filled (due to the issue I had moved on and filled everything else. And it was still showing the issue). Then based on Help Center suggestion, I cleared all entries out and filled only Income and tried to fill Mortgage Interest (which still failed). Thats the current state that I shared in diagnostic copy. 

@PatriciaV Some questions for switching to Desktop version as I have been using Online version for 13 years and never used desktop version before. I am surprised that is the only solution we can do.  

1. Will I retain all my previous years Tax history?
2. Whatever I have filled so far in 2025 return online - am I going to lose it (that would be very painful)?

Also Can I switch back to online after I get this problem fixed for 2025 return? I like the flexibility of being able to open turbo tax on any of my devices (including my phone)

[PatriciaV]

Your previous tax history will remain in your Intuit account, where all years are available to you when you log in. When you download your current TurboTax Online account to the desktop version, all your entries should transfer intact. You can verify this by logging into your online account while using the desktop version and comparing the two.

As you have been unable to complete your return in the browser version, despite many hours with tech support, we feel moving to the desktop version will resolve this for you. We were able to open your diagnostic copy and found no errors. This implies you will experience the same outcome by switching to TurboTax Desktop.

@SumeetT 

[SumeetT]

Thank you @PatriciaV . Just one more clarifying question : Its possible to move back to online version next year right?

[LivesInSeattle]

@PatriciaV  - I am also having the similar issue. I tried downloading the desktop version of software, Its asking for Valid License code after authenticating with Intuit account. Note that I am  using online version of Turbo Tax Premium and do not have license code. Please advice how can I proceed further.