Does sharing the desktop screen with a TurboTax agent display everything that is on the desktop or just data within the TurboTax software? Supposedly, I am talking to an agent on the phone and sharing my screen, can I open my browser to view personal information without the agent being able to view the browser information? Thank you.
Screen share will show whatever it is you are currently viewing. So if you open a browser with personal information, it will show as well.
@TurboTaxCarissaLO is this true of the desktop (CD) application as well? I contacted TurboTax phone support and the representative wanted to screen share. They said personal information and certain pages within the application would not be visible, but I could not find any information online about this. Is there an FAQ on this? I'm specifically worried about personal information within the TurboTax application, not other applications.
Information provided by @TurboTaxCarissaLO and actual result seems to be inconsistent. If they are able to see everything I am currently viewing then the last representative was not able to view a prior tax form PDF file. I pulled up a past tax form PDF file to view and was asking the representative on a screenshare if she could see the numbers I was referencing. She said she could not see it even though the PDF file opened was on the forefront hiding the TT software behind it at the time.
No, they cannot see anything to be of privacy such as birthdate, social security; etc. Here is a good link of some information of the platform. https://ww2.glance.net/2017/04/intuit-made-customer-experience-visible/
I was informed by a turbotax specialist today that she can only see the turbo session and nothing else on my screen. I would like to have this discrepancy verify. Thanks!
If you send a file, all personal information is blank.
We only see numbers on lines of the 1040 and the state in your address.
I meant to say when an agent asked us to share our screen , I was specifically reassured that the screen shared is that of only of turbo and nothing else on my screen. I did not mention anything about file sharing. I hope you can re-address this discrepancy with the initial comment made saying that they see everything on our computer screen vs. that of turbotax session only.
On the Online version the agent can only see the TurboTax information. With the Desktop version it will view everything you bring up.
By the desktop version, are you referring to the CD/Download?
And where/how can we obtain the privacy policies regarding the statements you've made in ensuring client's privacy?
@datnn93 Yes, the desktop version refers to the TurboTax CD/Download software.
Please refer to the following links for more information regarding our privacy policies: https://www.intuit.com/privacy/protect-your-privacy/ and Annual Privacy Notice - Frequently Asked Questions
If you have additional questions, please submit them via our Contact Us page.
Just want to make sure. I was using the online turbo tax version. While sharing my screen with the TT agent, we were troubleshooting the problem. I had an idea and switched to a tab in my Google drive which had my complete tax return. SS #'s, etc. I was scrolling through. Now I'm concerned about ID theft. Could the agent see that other screen? Or could she only see the turbo tax screen?
I don't work for Intuit / TT, but I believe they cannot see anything outside the TT application. I could be wrong and hopefully not, but they should be only capable of viewing data within TT. Within TT, they can only see general information and sensitive/identifiable data cannot be seen by the agent. Someone else can help confirm for sure, but I wished TT had more information about this written on paper or just more clear description. For example, WEBEX asks what do you want to share... entire screen? Just a specific application?
I'm afraid my Turbo Tax agent saw my routing and account t number while we were screen sharing. Is this possible?
Well it is not supposed to be possible. How do you know for sure they saw your routing number? They can see the page but supposedly the sensitive fields are blanked out. I will let the experts confirm this though as I am not an expert. I just read what others have posted from the past.
Circling back around, I re-read the older post just for clarification. Now I THINK I get what they are stating.
If you purchased TT via CD or download (like if you bought it from Costco and you either use the CD disc they provided or downloaded the TT software with the Costco purchase) they can see everything you pull up. This is the version where your taxes are typically saved on your local hard drive (laptop, PC, Mac, etc).
On the other hand if you purchased the online TT to file your taxes then support can only see within the online TT application. This is the version where all your tax filings are stored online (within their cloud, etc).
hope this helps.
I was working with an agent yesterday who had full access to my gmail.
I am on a Windows PC. I had opened gmail on google chrome while my agent stepped away to prepare her dinner and then I went back to the turbotax software. When she came back to our session she was only able to see my gmail and none of my turbotax.
So yes, they can see everying on your desktop. I was not aware of this prior to yesterday.
I just spoke with 3-4 agents on live chat assist and the 1st thing each of them did was send me a SHARE MY SCREEN link without even telling me who they were and what they were doing. I was also transferred from one to another without an explanation. I work with Turbotax desktop and I kept asking them about SHARING my screen would allow them to see all my personal info. (SSN, ADDr, Phone, etc) - all candidates for identity theft. Yet - EVERYONE OF THEM stated that would be hidden. From this post - that is NOT true - only if I used an on-line version would it be hidden. My objection do them was unless they ran something on my computer - they would see what I would see. THERE HAS TO BE A BETTER WAY TO GET HELP ON JUST A FEW QUESTIONS ON MY FINAL RETURN!!!! It would be nice if the agents new a little about SHARING the screen.
During the share screening if I click on the personal information tab, will the agent be able to see my SSN and date of birth.?
Can you please clarify if By Turbo Tax information you mean that an agent is able to see social security, full name, date of birth during the share screening? I'm very confused by this comments because before sharing I read a notification that sensitive information would not be visible to the agent. Please help!
So, I was told they were not able to "now", but I had it where they could years ago. I suggest you ask the person who is able to see your screen ahead of time to confirm. Maybe bring up a test page to see if they can or cannot. In the past, I had a feeling even the agents did not know for sure.
There are two different tools that can be used between an agent and customer -