Unable to View or File Return After Full Service Purchase

[weazy]

I’m posting here in hopes that someone might be able to offer some guidance or share a similar experience. I’m truly grateful for any help or insight you can provide.

I’ve been a loyal TurboTax user for many years, and on March 10, I paid for the Full Service option with the expectation of a smooth and supported filing experience. My assigned Tax Expert completed my return promptly, and everything initially seemed to be on track. Unfortunately, I’ve been stuck ever since due to a technical issue that has made it impossible for me to view, review, or file my return.

After completing the checkout process, I consistently receive an error message that says “Hmm… that didn’t work. Please try again." I’ve done everything I can on my end to troubleshoot the problem—I’ve tried multiple devices, including both mobile and desktop, used different web browsers, cleared my cache and cookies several times, and even attempted different internet networks. Despite all these efforts, the issue remains exactly the same.

My Tax Expert has been responsive and kind throughout this process, but he mentioned that he doesn’t have the ability to delete or reset the return, and he can’t speak directly with technical support—only message them internally. I’ve also contacted TurboTax support several times, including through Facebook, where I was told the issue has now been escalated to their leadership team. I’m very grateful for that, and I appreciate everyone who has tried to help so far.

Since it’s now been more than 12 days without a resolution, I’ve asked my Expert if it might be possible to have another Expert take a look—just in case there’s something unusual going on between my return and his system that’s contributing to the problem. At this point, I’m open to anything that might help move things forward.

I completely understand that technical issues can happen, and I’m not here to complain—I just want to get this resolved and file my return like everyone else. If anyone has gone through something similar, or if there’s any advice or direction you can offer, I would sincerely appreciate it.

Thank you so much for taking the time to read this and for any support you can offer.

[JohnB5677]

For installation and software issues you can contact the TurboTax Support Phone Number

[weazy]

Thank you for the response. Just to clarify—I'm using the TurboTax website (online version), not the desktop software that you install on a computer. I’ve already been in contact with TurboTax Support by phone several times and have also worked closely with my assigned Tax Expert. Unfortunately, the issue still isn’t resolved.

It appears to be a system-level error that’s preventing me from viewing or filing my return, even after trying multiple devices, browsers, and networks. The case has been escalated through Facebook support and is supposedly with the leadership team now, but I’m continuing to explore every possible option in the meantime.

I really appreciate any other ideas or feedback—thank you again!

[JohnB5677]

Please try 

• Checking the billing address on your credit card and matching the mailing address on your tax return 
• 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.

This error can also occur if:

• The internet security settings are set too high. 
• Intuit isn't included as a trusted site. 
• You're logged into another computer with the same credentials.