TurboTax stuck at payment for state

[emd55reno]

Yikes, thanks i will try this fix tonight.

Someone please tell all the operators / specialists about this issue so when asked, they can provide the 100% scaling fix.  They only have the "empty cookies" in the browser trick that doesn't always work- so i've read.

[mesquitebean]

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emd55reno wrote:

Yikes, thanks i will try this fix tonight.

Someone please tell all the operators / specialists about this issue so when asked, they can provide the 100% scaling fix.  They only have the "empty cookies" in the browser trick that doesn't always work- so i've read.

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If you're using desktop TurboTax (CD/download), the "empty cookies in the browser" that you were told doesn't make sense to me.  Unlike Online TurboTax, desktop TurboTax does not go through the browser.   If someone is using the Windows version, and if there's a problem with a blank, partially blank, or unresponsive activation or state payment screen, it's almost always a scaling or screen resolution problem.  i.e., folks need to be sure scaling is at 100%, and if still recurs, they may need to lower screen resolution to 800x600, or 1024x768, etc.

[emd55reno]

I am on a laptop, changing and doing these suggestions, still not working.  I am not on desktop program, i am using Online Turbo tax...... any further recommendations.

Done the 100%, it was always on that.  Done the scaling xxxx X xxx, some of them and the cookies and allow site pop ups etc.

[mesquitebean]

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 emd55reno 

I am on a laptop, changing and doing these suggestions, still not working.  I am not on desktop program, i am using Online Turbo tax...... any further recommendations.

Done the 100%, it was always on that.  Done the scaling xxxx X xxx, some of them and the cookies and allow site pop ups etc.

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Most of this thread concerns desktop software  (CD/download) where there was/is a known issue with screen scaling/resolution for Windows users.  That shouldn't apply to Online TurboTax.   In both of your postings, you never really described the specific problem you are having, so I'm not sure what "still not working" means.

The problem I mentioned above with scaling/resolution is only for the desktop program; i.e., Windows users using the installed software.   So that shouldn't apply to Online TurboTax, which is indeed done through a browser.   So you can ignore the scaling/resolution stuff and try the following to see if it is a browser issue: 

• Log out of TurboTax. 
• Empty the browser Internet cache and delete cookies.
• Close that browser, then reopen it.
• Before going to the TurboTax site, this time choose to open a private window (aka private browsing, incognito mode, etc.)
• Then go to the TurboTax site and log in.
• When you get to the screen in question, does that help any?   If the problem continues, try a different browser to see if that solves it.

If no luck, then please describe your problem in full and explain what roadblock you are experiencing.

[emd55reno]

I tried the suggested outline and tried both Chrome and Edge.  Went incognito and private.  What happens at the payment window after i put zip code.  I click the Continue icon.  It looks like it clicks but nothing occurs.  If the next thing that is supposed to happen is a new window or pop up, that does not happen.  I have gone to setting to ensure pop ups are ok for turbo and all sites, i cleared the cookies too.

I have windows 10 in a new HP Envy 360, 64-bit  

thanks

E!

[mesquitebean]

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@emd55reno wrote:

I tried the suggested outline and tried both Chrome and Edge.  Went incognito and private.  What happens at the payment window after i put zip code.  I click the Continue icon.  It looks like it clicks but nothing occurs.  If the next thing that is supposed to happen is a new window or pop up, that does not happen.  I have gone to setting to ensure pop ups are ok for turbo and all sites, i cleared the cookies too.

I have windows 10 in a new HP Envy 360, 64-bit  

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Since you have the same thing with multiple browsers, I wonder if it actually could be the display.

Did you happen to go to the Windows display settings and try the scaling of 100% and  screen resolution of 800x600 or 1024x768?   While that display issue is mostly a problem in desktop TurboTax, since you say you have a new laptop (which have hi-res screens and latest video cards), it's something quick to try.    You can later put the scaling and resolution back like you want it.

Otherwise, I have no additional suggestions.   It's possible someone else might comment in this user forum.  But if necessary, you'll need to keep talking to TurboTax Customer Support.  Ask to speak to a Supervisor or Tech person.

Hours are currently 5AM-5PM Pacific (8AM-8PM Eastern) Monday-Friday.

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

If you get a solution, please post back in this thread to share.

[amielp]

having the EXACT same issue.  and same sentiments re the $40 fee.. i h ad the same issue trying to download the state software and had to spend 30 minutes with TTax on the phone.   whats up with the glitching payment on the CD software!!

[matttax2021]

Having the same issue here.  I have done all the steps requested.  Using a desktop.  This seems to be a software glitch not letting me hit continue.

[emd55reno]

Hey will try keep short:  I spent 2- hours with TT .  Since I was on the Online version they punted me to the Desktop version.  Would have paid same price.  But they couldn’t not even get my Cc to work so I paid nada.  Good thing cause when I got the download open! Again a glitch, I could not add in the authorization key code to the validate page fo desktop version.  My next read was that someone found that if they hung the mouse pointer over the key code entry area, then “blindly typed in the code- with dashes, that worked for them.  Well that did not work.  Lol - cause now I didn’t have to deal with the payment page but…..Anyway I was not stopping- so I remembered that I had copied the code as the prior page instructed, so I hovered my mouse pointer over ther key validation area and hit the cntl V and pasted the code in blind- AND it freakin worked.  The good part was that TT allow me to get a download of my tax form so I loaded that into my new desktop version and all worked - so well that the new version got me $ refund instead of owing more tax.  Hope if your issue is key code locked out this might help someone. Whew!!! Good luck all

[amielp]

several months later and i was on the phone with TT specialist for a good while.  we changed resolution, we changed display form 150% to 100%.   tried everything.   nothing worked. final solution.  efile the free ones and mail in the one i couldn't pay for efiling.   LOL

[amielp]

not fixed as of October 11 🙂

and the scaling resolution didn't work for me.   Mailing in my state return

[emd55reno]

Go online to TTax and use the help chat, follow prompts to speak with technical support, system will have them call you within 5 min.  They try or get their manager involved.  Have at least 2 free hours . Just in case. 

[amielp]

Thanks  I was on the phone for over an hour with tech support.  they could't solve the problem   so efiled the free ones and having to mail the state return.  Disappointed in TT this year.  lots of glitches with the CD version

[bvgriz]

I am experiencing the same thing!  My screen freezes up after entering by billing information after I had entered all other information after credit card number, etc.   Can't proceed and can't get a person on the line at Turbo Tax.  

[Kat]

@bvgriz What state return are you trying to file?  And have you already e-filed your federal return?