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New Member
posted Feb 3, 2024 2:27:50 PM

Unable to connect to Turbo Tax Cloud

I have completed my taxes and I am trying to pay for the state filing with a credit card. When i attempt to go to Turbo Tax to pay I get the "unable to access TurboTax Cloud account check credentials and try again" The cursor just spins. I can access this account with the same login credentials independently. I do not want to pay Federal Government another $40 to process a small refund.

 

Can anyone help

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23 Replies
Expert Alumni
Feb 5, 2024 6:46:17 AM

Try closing TurboTax, clear your Cache and Cookies, and reopen TurboTax.  Also, make sure you have ran all updates. You might also try a different browser if that doesn't work.

Level 2
Mar 1, 2024 4:13:03 PM

I have the exact same problem.  I cleared the Cache and Cookies.  I still cannot connect to Turbo Tax Cloud.  Please help.  How can I connect to Turbo Tax Cloud to make payment for State return and file all returns?  Thank you.

Expert Alumni
Mar 5, 2024 6:54:42 AM

Try disabling your main internet browsers pop up blocker before getting to the payment page.

 

The billing address on your credit card and the mailing address on your tax return have to match or you will get an error for paying with a credit card.

 

If they are not the same then change your mailing address to your billing address.  Click on My Info on the left side of the screen.  Edit you mailing address and Continue.  Go back to the File section to make your payment.

 

After the payment has been approved, go back to My Info and change the address back to the original.

Level 2
Mar 5, 2024 11:35:16 AM

Thank you for responding to my question.  I allowed pop ups in my default internet browser and I am still getting the same error message that I cannot connect to TurboTax cloud.  This is very frustrating.  I have been using TurboTax for over ten years and never had a problem until this year with the cloud.  My login is working because I am able to sign into this page and use the discussion board.  Are there any customer service staff who work for Intuit TurboTax that can help?  Otherwise, I will need to use another method to file State taxes, which I do not want to do because all documents have been completed.  I just need to pay the filing fee.  

Expert Alumni
Mar 5, 2024 12:34:03 PM

Please call TurboTax Customer service.  Here is a link:  Turbo Tax Customer Service 

New Member
Mar 25, 2024 10:05:23 AM

I have the exact problem as Adam 101

I have done all the recommended steps and still cannot pay the fee (which TT is waiving)to e-file my state return for a refund. This is three days of talking to TT and hours on the phone. 

Is there a solution?

 

Expert Alumni
Mar 27, 2024 7:50:17 AM

Please call TurboTax Customer service.  Here is a link:  Turbo Tax Customer Service 

Level 2
Mar 28, 2024 2:57:40 AM

I have the same problem. I have went through their to do list and still can't get through.

Expert Alumni
Mar 28, 2024 11:04:55 AM

It's possible this is browser-related. Please log out of TurboTax, refresh your browser, and clear your cookies and cache. Then restart your browser and log into TurboTax again. Or try a different browser.

 

For more help, please see:

@BJDeck2648 

Level 2
Mar 28, 2024 11:26:20 AM

For me, the problem connecting to Turbo Tax Cloud had nothing to do with browser,  cookies, or restarting my computer.  I believe it is a problem with the TurboTax software used for filing both Federal+State Returns.

 

The only way we found a solution to the issue was for an Intuit Turbo Tax representative to send me a link to download the State Only Tax Return software.  Once I downloaded the State only software, I was able to get connected to the TurboTax cloud and finalize payment and submit my state tax return.  

 

I still had to pay a $25 fee to submit my State tax return and had no reimbursement  or discount for this problem.  

Level 2
Mar 28, 2024 11:38:59 AM

I have cleared and deleted cookies and cashes on all browsers on my computer. I have tried foxfire, Chrome and Edge.  I can log into the website with no problems but when I'm using the computer desktop software and i get to the point of entering credit card information get UNABLE TO SIGN INTO TURBOTAX CLOUD. PLEASE CHECK SIGN-IN INFO AND TRY AGAIN.

I have also did a recovery then have set me up with a 2 part verification it works on the website.

I can not login to the turbotax cloud.

Level 2
Mar 28, 2024 11:51:12 AM

Thank you, I will try filing the state separately from the federal.

Level 2
Mar 28, 2024 3:36:55 PM

Filing just the federal didn't work either. Now I have a message say it's my internet connection.

I'm not having any issues with the my internet.

Level 2
Mar 28, 2024 3:39:16 PM

This didn't help me!

Level 2
Mar 28, 2024 3:46:18 PM

I have been working on this for 4 days and still can't file.

This seems to be a turbotax issue, that not being fixed.

Expert Alumni
Mar 29, 2024 6:14:50 AM

Please call TurboTax Customer service.  Here is a link:  Turbo Tax Customer Service 

New Member
Mar 29, 2024 2:14:15 PM

In my case, I found out that it was because Intuit didn't think I had a secure internet connection. A restart on my router (I also connected via ethernet just to be safe) fixed the issue.

Level 2
Apr 2, 2024 1:45:44 PM

I've talked to three agents in 2 days and spent 5 hours on it with nothing to show for. The last agent said that it's a known issue that Intuit is working on it. And why isn't this shared with its agents!

 

I've tried cleared the cache, changed the mailing address, used a different browser, filed federal and state separately, redownloaded the software, etc.

 

One post indicated that he fixed the issue by changing his PC IPv4 DNS to 1.1.1.1 and 8.8.8.8. I tried that as well and failed!

 

Looking for a solution and more things to try!

Level 2
Apr 4, 2024 12:00:43 PM

A friend suggested me to use a different computer for the filing - redownload the software, import the completed file. And it worked. I only filed the federal electronically as I'm getting a lot of money back! For the state, NJ, I decided to mail it in as I'm only getting $41 back, after all the hassle, I refused to give $25 to Intuit!

Level 1
Apr 4, 2024 5:52:06 PM

Try from another wifi location or what worked for me was - I ended up tethering my phone to PC and used my cell connection with success.   I signed in , paid for e-file with success.

Level 1
Mar 2, 2025 9:35:11 AM

I had this same issue from the desktop app.  This worked for me.

From cmd window execute the 4 commands below.

 

I had used this initially to install the desktop app when having issues and it also worked for the "cannot access the turbotax cloud" error.

 

ipconfig /flushdns
ipconfig /registerdns
ipconfig /release
ipconfig /renew

Expert Alumni
Mar 2, 2025 4:26:03 PM

You have posted on a thread that has been inactive for a year. Please clarify what activity you are having trouble with in TurboTax Desktop, if the information below doesn't address it.

 

If you are having trouble submitting your return online for filing:

 

Connecting to the Internet is required to update TurboTax and ensuring your completed tax return is accurate and ready to file. Hardwired connections work best. Try another browser - Chrome generally works well.

 

Try exiting the program and reentering, or restarting your device. 

 

To check your Internet connection:

  • Open your browser and go to a website that you haven't visited in a while. If you can't access the site, your connection isn't working. Contact your Internet service provider for assistance
  • Set up your firewall software so TurboTax can download updates and state programs

Please see this help article for more information and tips to check and restore your Internet connection for using TurboTax.

 

If you confirmed that all of the procedural steps were followed, you have a good connection, and your original return was fully processed, and you still get the transmission error message, please click here for information to contact TurboTax customer support.

 

@flash171

Level 1
Apr 6, 2025 4:08:54 PM

I had the "internet connection" error last year and based on logs it looked like it is some certificate problem between intuit app and the server backend. Had to  get online with customer service agent to finish e-filing.  Having sign-in issues this year again.