What does TurboTax agent see during screen share on a desktop? Do they see EVERYTHING on a desktop or just the TurboTax software data?

[SandboxExperience]

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. 

[SandboxExperience]

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. 

[JDTORA88]

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.

[zanmeister]

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.

[Alen24CA]

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.? 

[Alen24CA]

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!

[SandboxExperience]

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.  

[CatinaT1]

There are two different tools that can be used between an agent and customer - 

1. SmartLook allows an agent to see your TurboTax window and nothing else. All Personal Identifying Information is blocked out.  If you Edit a field that has Identifying Information while sharing there is a chance they will see the information when you click the edit button, otherwise it remains blocked.
2. Glance will allow an agent to see your whole desktop and anything you have open on your computer. No Personal Identifying Information is blocked.