TurboTax stuck at payment for state

lesliemonk · ‎April 13, 2021

I was having the same problem and tried some of the suggestions from other users in this forum. I left my display at the default of 125%, but changed my resolution to 1280 x 960 (default is 1920 x 1080), instead of 800 x 600 as recommended by others here. That took care of the problem, and because I had already paid the $25 e-file fee to Turbo Tax by phone last night, I called Customer Service again and they gave me a confirmation code for my state e-file. Once I entered the code, I was able to proceed with the state filing and it's finally done. (All this after I spent 3.5 hours on the phone with 2 different Turbo Tax technical reps last night, neither of which suggested changing my resolution.) So glad I decided to check the forum tonight to see if anyone else was having the same problem as me. We can all learn from each other . . . and maybe now the Turbo Tax technical reps can make this suggestion to anyone else calling with this issue.

Ken90 · ‎April 23, 2021

I can not connect to Turbo tax to pay the filing fee and complete my tax filing. HELP1

California2 · ‎April 23, 2021

Click the need help button and a page with the phone # to call and other information will pop up. The customer service representative is very nice and will be able to help you.

gatilao1 · ‎May 6, 2021

Thanks so much for explaining this! I was trying to file for the past hour and had no clue why it kept freezing.

RobtCO97 · ‎May 13, 2021

The solution to change Windows 10 display to 100% Scale resolves the problem. I did not have to change the display resolution.

This problem was encountered and reported in Feb/Mar timeframe. I encountered it May 13. That is unsatisfactory and disappointing that it was not fixed or highlighted to product users sooner.

I think we all agree that reporting income tax is stressful, but Intuit needs to be much better in reducing that stress rather than contributing to it.

It's a difficult choice in selecting products. TurboTax has many strengths in collecting info, providing advice, and completing tax returns. Intuit has to focus on identifying and resolving problems in their products much earlier in the income tax cycle.

I know you are very talented and can improve your product sooner so that we can eliminate the stress.

JamesJerla · ‎May 15, 2021

Encountered the problem 5/15, today. Wasted more than two hours of my time researching it and talking to two different Intuit/TT reps. Neither had any idea what I was talking about and frustrated me to no end. Like them I could read from a manual too but that wasn’t going to solve the problem. I explained that the problem was common and ongoing since at least February (and you aren’t aware or have no solution). Why put a product on the market that creates more stress? I paid for the product too. It wasn’t the free version. Intuit was and probably still is a very top notch company but in this instance they failed me and seemingly many others. Efiled the federal for now. Still searching! I just may file my state by mail, “no refund/no tax due” and it only costs a postage stamp.

mesquitebean · ‎May 15, 2021

@JamesJerla wrote:
Encountered the problem 5/15, today. Wasted more than two hours of my time researching it and talking to two different Intuit/TT reps. Neither had any idea what I was talking about and frustrated me to no end. Like them I could read from a manual too but that wasn’t going to solve the problem. I explained that the problem was common and ongoing since at least February (and you aren’t aware or have no solution). Why put a product on the market that creates more stress? I paid for the product too. It wasn’t the free version. Intuit was and probably still is a very top notch company but in this instance they failed me and seemingly many others. Efiled the federal for now. Still searching! I just may file my state by mail, “no refund/no tax due” and it only costs a postage stamp.

Are you using Windows? If so, a problem with the payment screen in the desktop software may be related to either a screen resolution or scaling problem in your Windows settings.

In Windows 10 to get to the scaling or resolution settings click the Windows start button in lower left corner, then choose Settings (gear icon), then System, then Display. Or for a shortcut, you may be able to simply right-click on an empty area of the main Windows desktop monitor screen (not the TurboTax program screen) and in the popup menu choose "Display settings".

NOTE: After you change the scaling or resolution setting as discussed below, you may need to close and relaunch TurboTax for the display change to take place in that activation window.

First try the scaling setting. In your Windows Settings do you have scale set to a higher value than the normal 100%? If so, change it back to 100%. Once the license code is entered and activated, you can later change your scaling setting back like it was.

If lowering the scaling to 100% didn't help, then it may be screen resolution. Try a lower screen resolution such as 800x600. If that doesn't work, then try 1024x768. If still not working, then gradually increase the screen resolution to the next level. Once you get the license activated, you can revert your resolution setting back like it was.

C2502 · ‎May 15, 2021

This is the solution that worked for me, after getting help from Turbotax tech support:

Run the app as Administrator (see other comments in this thread about how to do that.
In Windows settings > Display settings > Scale and Layout section:
1. Set Display Resolution to the recommended resolution for your PC
2. In the dropdown "Change the size of text, apps, and other items", set to 100%

JamesJerla · ‎May 15, 2021

Is this how it is supposed to work? I don’t think so. Why is it necessary to change screen resolution, etc. If the program isn’t compatible, or if it has issues with certain operating systems, that should be disclosed in advance. These things should be fixed before the product is sold. What is even more bothersome, the people you talk to in support are clueless. Time is a valuable asset and it shouldn’t be wasted on fixing someone else’s problems. Like I said before, I paid for the program.

mesquitebean · ‎May 15, 2021

@JamesJerla wrote:
Is this how it is supposed to work? I don’t think so. Why is it necessary to change screen resolution, etc. If the program isn’t compatible, or if it has issues with certain operating systems, that should be disclosed in advance. These things should be fixed before the product is sold. What is even more bothersome, the people you talk to in support are clueless. Time is a valuable asset and it shouldn’t be wasted on fixing someone else’s problems. Like I said before, I paid for the program.

I don't blame you for being unhappy. The "powers that be" are unlikely to see your comments here, but we can tell you how to send email feedback to Intuit Corporate, if desired.

Also, if you're unhappy with your desktop software (CD/download), be aware that TurboTax has a 60-day moneyback 100% satisfaction guarantee in regard to desktop software.

https://ttlc.intuit.com/community/charges-and-fees/help/our-turbotax-satisfaction-guaranteed-refund-...

JamesJerla · ‎May 16, 2021

Very strange but I’ll take it. Woke up this morning and clicked on TT. Problem resolved. No issues. Return transmitted. Payment issue resolved. Thank you to whomever fixed the problem, hopefully for all. Good work!!!

byan · ‎May 16, 2021

This is the most infuriating problem I bumped into when using TurboTax. After at least 1 hour of googling, I was able to solve it.

This involves two steps:

1. lower your screen resolution. 1440x900 works for me. I didn't try other options. But this is essential. Actually, when I installed TurboTax, I also got a similar "hang" problem and had to lower the resolution first. After that, I restored my resolution. But now for paying the e-File fee, I had to do this again.

2. run TurboTax as Administrator. to do this, while holding the "shift" button down, right click the TurboTax icon on desktop, find the option of "Run as Administrator", and run it. You will be asked to type in the license code again, so be prepared for that.

TurboTax really dropped the ball this time. I have to ask: Intuit, what are you thinking? how can you miss such an obvious issue for many people and release a faulty product?

nielsonfam10 · ‎May 16, 2021

Im haveing the same problem! it closes program after I add licenses it asked for and i said i was going to pay with credit crd and it goes to another page i push continue and its been 6 times now and it closes program so I open and recover and i have to fill in my license agin but not husbands and then it goes to same place and closes program again! i need to get these filed!!!!!it wont let me file state or federal!!

saleamie franco · ‎May 17, 2021

I have used Turbo Tax for many years and NEVER encountered attempting to pay for the State Return and keep getting error messages what have you done with your software, PLEASE I need to get this done now.

mesquitebean · ‎May 17, 2021

@saleamie franco wrote:
I have used Turbo Tax for many years and NEVER encountered attempting to pay for the State Return and keep getting error messages what have you done with your software, PLEASE I need to get this done now.

This is mainly a user community forum--not a direct route to TurboTax Support. "Error messages" is too generic and not enough info to know what you are experiencing. And we also don't know if you are using Online TurboTax and trying to pay for a state return you added on, or if you are using desktop software (CD/download) and trying to pay for an additional state program or the 24.99 state efiling fee.

If you wish to speak to folks at TurboTax Support for realtime assistance, here's how to reach them.

Hours are 5AM-9PM Pacific (8AM-12 Midnight Eastern) 7 days/week.

You can use this contact form to get a phone number, or it may schedule a callback.
https://support.turbotax.intuit.com/contact

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