TurboTax's Online help Screen Share had a 3 on it showing agent- was there more than 1 person viewing? Efile Rejected too

[Problems]

I called TurboTax's 800 to help me figure out why my eFile said success followed by my taxes had already been filed.  The agent on the phone, which was very hard to understand his english had a rooster & kids in the background, asked me if it was ok to screen share so I agreed.  At one point I noticed the black box showing I was on Screen Share the icon in the corner of it went from 1 to 3!  I said why did that number change on the screen share it says 3 and he said something I couldn't understand so I asked again and he said it's ok it's ok.  I wish TurboTax had paid employees to ask this secuirty question to instead of relying on their customer base to do their support work.  

He couldn't resolve my question of why my taxes would of been rejected as I checked my IRS site and it said NO tax return had been filed for either of us so I asked him how do I get a refund and he emailed a link.  I fairly quickly got a response that no refunds allowed after filing.  

So if anyone has a clue I'd like to thank you in advance for your help...

[xmasbaby0]

First you say your return was accepted and then you say it was rejected---which makes no sense.

Did you e-file?  Did you click a big orange button that said “Transmit my returns now?”

When you e-file your federal return you will receive two emails from TurboTax.  The first one will say that your return was submitted.  The second email will tell you if your federal return was accepted or rejected.  If you e-filed a state return, there will be a third email to tell you if the state accepted or rejected your state return.

First, check your e-file status to see if your return was accepted: 

https://turbotax.intuit.com/tax-tools/efile-status-lookup/

If the IRS accepted it, what does it say here?  

https://www.irs.gov/refunds         

  Or does your account say “Ready to Mail?” Or “Rejected?” Or “Printed?”

We cannot explain your experience with the rep, but as to your rejected e-file:

You received an email that we cannot see that tells you why your tax return was rejected.  

Some rejected returns can be fixed and re-filed.  Some have “un-fixable” reasons for the rejection and have to be mailed instead.

 What is the rejection code or rejection message? 

 If it was rejected for AGI—-your 2023 AGI might not be in the IRS system if you filed late.   Try using zero instead.

If filing with zero is rejected then file again but select the option that you did not file last year.  The IRS does not see that question and it will allow you to e-file with no AGI question.

https://ttlc.intuit.com/community/agi/help/where-do-i-correct-my-agi-in-turbotax-online/00/26311

If that does not work and you still cannot e-file, then print, sign, and mail your tax return.

[Problems]

Thank you xmasbaby0 for the reply.  

I should clarify better, when I said it went through, I meant when I clicked on the button to eFile Turbo said I had eFiled on the screen and not a email it was a Hooray, happy people picture that came up &I think it said success.  It quickly changed to this without a code:

Your transmission didn't go through

We could not e-file your reutrn for the following reason:

Duplicate SS#: A tax return with the same SS # has already been submitted - in other words it appears you're trying to eFile the same return twice.  

I have Fiber Optics internet and at times we do have brief service interruptions so I thought could it have flashed on & off or are too many people filing their returns and its a glitch?  So I went my IRS.gov site and it said no return has been filed.  The only thing I can think of is did it transmit twice during a service problem and not take either, did Turbo have a glitch, could someone have used our SS# fraudulently for a dependant?  I hope you or someone can offer more insight.  Thx again!

[xmasbaby0 · Accepted solution]

If the e-file was rejected for duplicate use of a SSN, you will not be able to e-file.  You cannot overcome that rejection.  Your return can be filed by mail and the IRS will sort out the duplicate use of the SSN.   Someone else may have inadvertently typo'd the wrong SSN, or it could be more nefarious--someone could have claimed you or one of your dependents.   Or....this happens often.....do you have a teenager or college student who filed their own tax return and did not mark that they could be claimed as a dependent?

[taxlady28 · Accepted solution]

Your agent asked others for assistance and they looked at the screen to help him.  It is not a security issue.  There are always agents helping others.

[Problems]

I appreciate the prompt response,  we don't have another family member that would use a SS so hopefully it's not fraud & is just a typo.   

And thx to the other person who wrote it's ok to see 3 on CoBrowse screen, that was upsetting after hearing a rooster in the background...

[Problems]

Thank you for the reply, I was really concerned about others viewing during the CoBrowse.

[Problems]

Final Outcome on EFile Rejection I hope TurboTax will take note of:

I contacted the IRS yesterday & only had a 1 minute hold.  She looked into both our SS #'s for a 2024 return and our numbers used for a dependent and found nothing.  She suggestd just to do the efile on the IRS website and if that didn't work to mail it in.  

So I would say it was a glitch, perhaps I hit the efile button too long and it transmitted wrong or our fiber optics internet service can sometimes flick on & off quickly or Turbo had so many online the glitch happened to others as well.

Again thanks for the community's response as the only email I received from Turbo said I wouldn't get a refund after efile is clicked they have done there service.  But it's not the paper service I was signing up for it is to efile.  So I won't be back for future returns.