if you'd like to share your screen with a Customer Care professional, please take a look at this link: https://support.turbotax.intuit.com/livelook/.
At the bottom of the page where you see License Agreement Privacy Security, you will see CoBrowse. It is the last option at the bottom of the page. CoBrowse is sharing your screen with a representative.
And if you are on the line with a rep they should walk you thru the cobrowse steps.
In the answer above was the way to send a sanitized copy of the return to TT support for diagnostic assistance.
That answer is incorrect, that is not the way to get diagnostic assistance. That is used to share screen with desktop user, diagnostic token can be obtained through livelook or cobrowse.
When you are on the phone with TT support they will walk you thru the co browse or file sharing options.
Contact TurboTax support and speak directly with a TurboTax support agent concerning this situation.
See this TurboTax support FAQ for a contact link and hours of operation -https://ttlc.intuit.com/questions/1899263-what-is-the-turbotax-phone-number
You must sign in via the web (a web browser, ie: Chrome, Safari, Firefox) to activate co-browse.
If you scroll down to the footer of the page (the very bottom center), you will see License Agreement, Privacy, Security, CoBrowse. It is right above the copyright 2019 Intuit Inc. All rights reserved.
Click the "CoBrowse" and it will generate a six-digit code. Provide the code to the agent.
@Critter, just so you know, Livelook is the old version of screen share.
TurboTax is now using Glance. It has replaced LiveLook.
If you are using the desktop version of TurboTax, the link is turbotaxshare.intuit.com
The representative will guide you from there.
When you are on the phone with TT support they will walk you thru the co browse or file sharing options.
Contact TurboTax support and speak directly with a TurboTax support agent concerning this situation.
See this TurboTax support FAQ for a contact link and hours of operation -https://ttlc.intuit.com/questions/1899263-what-is-the-turbotax-phone-number
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