Unable to file without upgrading my account due to a Form I don't have.

[Ngtutta]

I am trying to file my 2019 taxes through Turbo Tax but it refuses to unless I pay Turbo Tax $60. This is confusing because I am using the free edition. Also, in order to contact someone at Turbo Tax about my issue, they require I pay them $35. The women on the phone did not have an Indian accent and require I pay in the form of gift cards but I think this may be a scam. I have never been required to pay for customer support before.

[DoninGA]

The TurboTax online Free edition does not include phone support from TurboTax.  The Free edition is for a very simple tax return that only requires federal Form 1040.  If the tax data entered needs to be added onto another form or schedule then you have to upgrade to the Deluxe online edition or higher.

Have no idea how you contacted someone that requested a gift card for payment, but it was not TurboTax.

See this TurboTax support FAQ on how to contact Support - https://ttlc.intuit.com/questions/3401489

If you have not paid for the online edition you are using, have not filed your tax return or registered the Free edition, then you can clear your return and start over with a lower priced edition. Click on Tax Tools on the left side of the program screen while working on the 2019 online tax return. Click on Clear & Start Over.

OR -

Use the TurboTax Free File program if you are eligible - https://freefile.intuit.com/
If you are eligible you can use the TurboTax Free File Program which is free to file both a federal and state tax return. The Free File Program edition is a full featured personal tax program and on a separate website from the TurboTax online editions.

To qualify for free 2019 federal and state tax returns with the Free File Program, you'll need to meet at least one of these requirements:

• A maximum 2019 adjusted gross income (AGI) of $36,000; or
• You qualify for the Earned Income Tax Credit (EITC); or
• You served as active duty military (including Reservists and National Guard) with a maximum 2019 AGI of $69,000 (you'll also need a military-issued W-2).

[VolvoGirl]

Right, no support should ask for a gift card to pay.  That was a scam.  Any phone number you find on the internet is probably fake.  There is only one way to contact Turbo Tax Customer Service and you need to be in a paid version.  The Free Edition does not have phone support.

There are 2 free versions. In the regular Turbo Tax Free Edition, information that you can enter is limited now.  Why do I have to upgrade from the Free Edition?
https://ttlc.intuit.com/community/upgrading/help/why-do-i-have-to-upgrade-from-free-edition/00/26379

OR There is also The Turbo Tax Free File program which is free for federal and state.  And has more forms than the Federal Free Edition, like Schedules A, B, C , D, E, F, EIC, H, K-1, SE,  etc.

To qualify for the Free File website  you just need to meet one of these 3 things
AGI $36,000 or less
Active duty military with AGI of $69,000 or less
OR qualify for EIC (earned income credit.)

In order to use the Free File program, you have to start it at a special website. Try signing in at the top right
https://freefile.intuit.com/

[Opus 17]

Whoever you called was scamming you.  Turbotax support numbers are obtained using the contact form on this secure web site, 

https://support.turbotax.intuit.com/contact/

It is true that you get very limited support in the free version, and will be asked to upgrade to the plus version or higher to get phone support, but it will be part of the charge when you file, not something you pay now with gift cards.

What form is causing you a problem?  This forum may be able to help you.

Turbotax online is free to start, but the final cost is determined by the complexity of your return and which forms you need.  You may also be interested in the IRS FreeFile program. The FreeFile version of Turbotax is available for taxpayers with income up to $36,000 and military taxpayers with income up to $69,000, and includes all forms that are normally an upgrade charge in regular Turbotax. To use the FreeFile version, you must log into the FreeFile site and make a new account, you can't use your regular Turbotax account. (If your browser automatically logs you into the regular Turbotax site, you may need to clear your browser history then try again.)

https://freefile.intuit.com

[Ngtutta]

It is says I require Form 1116. 

[Opus 17]

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@Ngtutta wrote:

It is says I require Form 1116. 

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Form 1116 is used to get a credit on your tax return when you pay income tax to a foreign government.  Does this situation apply to you?  Did you indicate at any point that you had foreign income or paid foreign taxes?

If not, you can go to the Tools menu and click "remove a form" and try to delete form 1116.  If there is still a problem, it may be being triggered by something else you answered incorrectly, you may need to review the entire income section, or possibly call support to have them delete the form for you through a back door. 

[DoninGA]

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@Ngtutta wrote:

It is says I require Form 1116. 

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Foreign taxes paid must be entered on a Form 1116.  The Free online edition does not support a Form 1116.

See this TurboTax support FAQ for foreign taxes paid - https://ttlc.intuit.com/community/entering-importing/help/where-do-i-enter-the-foreign-tax-credit-fo...

[Ngtutta]

I submitted a Form 1099-DIV. It included $13.10 in Box 7. Can I just leave Box 7 blank if this is the issue?

[VictoriaD75]

No. You must report the income documents as stated. The IRS does a document match. Leaving out information can cause delays or errors in processing. They will have a copy of the 1099-DIV on file.