Why can’t I efile my state tax returns?

[mesquitebean]

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@sidersjga wrote:

I keep getting a "cancelled" message when trying to e-file my state return.  I successfully e-filed my federal return and it has been accepted.  I've deleted cookies and tried a different browser.  What other steps can I take to electronically file via TurboTax?  I have film credits which must be filed electronically.  Thanks.

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The only error I know of that says "cancelled" is for Mac users using desktop software.   Since you mention a browser, I assume you are using Online TurboTax.     You may get additional comments in this thread, but I'll tell you below how to speak to TurboTax Support.  They are open this weekend.

BTW, this is just a hunch, but since you said "film credits" and based on the "ga" of your profile name, are you filing a Georgia state return by any chance?  I'll see if @DoninGA  has seen anything like this for a Georgia state return before and can comment when he is next in the forum.   Otherwise, here's how to reach Customer Support:

Hours are 5AM-9PM Pacific (8AM-12 Midnight Eastern) 7 days.

FAQ: What is the TurboTax phone number?
https://ttlc.intuit.com/community/using-turbotax/help/what-is-the-turbotax-phone-number/00/25632

Or use this contact form to get an incident number and phone number:
https://support.turbotax.intuit.com/contact

[sidersjga]

Thanks for your response!  Yes, I'm trying to file GA and had loaded the 2019 software via CD.  I've never had difficulty transmitting electronically (never received an error message or cancelled notice) so wondered what I might be doing wrong.   I called the 800 number and received a call back in an hour but from someone in Quickbooks, who of course couldn't help.  So I'm waiting again for a call back.  

[mesquitebean]

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@ sidersjga wrote:

Thanks for your response!  Yes, I'm trying to file GA and had loaded the 2019 software via CD.  I've never had difficulty transmitting electronically (never received an error message or cancelled notice) so wondered what I might be doing wrong.   I called the 800 number and received a call back in an hour but from someone in Quickbooks, who of course couldn't help.  So I'm waiting again for a call back.  

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In your original comment you said "I've deleted cookies and tried a different browser."  So that's why I thought you were using Online TurboTax.   Those browser/cookie maneuvers are for the website version.  Or did you end up using Online TurboTax by mistake even though you installed the software??

 Are you using a Mac?  If so, there is a known issue for "some" users with Mac desktop version (CD/download), but the FAQ is not very informative.  Is this your issue:
https://ttlc.intuit.com/community/tax-topics/help/turbotax-mac-transmission-did-not-got-through-reas...

It's still a good idea to speak to TurboTax Support as you are planning to do.

Hours are 5AM-9PM Pacific (8AM-12 Midnight Eastern) 7 days.

It sounds like you already have one, but you can use this contact form to get an incident number and phone number:
https://support.turbotax.intuit.com/contact

[angiebar123]

This shows on my final transmission. Could you help me please? Thank you

The Intuit Electronic Filing System is having difficulty recognizing the data in the return you are sending. To ensure you have the latest version of TurboTax, wait 24 hours to update your program automatically. If you still can't transmit your return, go to www.support.turbotax.com for a solution or workaround. In some cases, you may need to file your return by mail. - 601ERRV:5, CustHdr_17 - ?:? - Invalid SMS Number. Must be between 10 and 10 digits.

[mesquitebean]

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@ angiebar123 wrote:

This shows on my final transmission.

 601ERRV:5, CustHdr_17 - ?:? - Invalid SMS Number. Must be between 10 and 10 digits.

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If you have a phone number listed in your Intuit Account settings, then you must make sure you use a valid 10-digit domestic USA phone number in both your Intuit Account settings and in your return.   Or you can try removing the phone number in the Intuit Account.

See if this FAQ helps:

FAQ:   601ERRV:5  Invalid SMS Number

https://ttlc.intuit.com/community/bugs-and-error-messages/help/why-am-i-getting-601errv-5-custhdr-17...

See if this answer by TurboTax CatinaT1 helps:

https://ttlc.intuit.com/community/taxes/discussion/re-my-federal-e-file-is-not-going-through-i-m-giv...

Also see this answer by TurboTax DawnC in the thread linked below.  She also says it may be possible to leave the phone number blank in the Intuit Account settings. 

https://ttlc.intuit.com/community/taxes/discussion/re-i-try-efile-but-i-get-message-invalid-sms-numb...

Also see this other thread with other out-of-country users with the same problem who were able to correct the error.  Several have posted anecdotes there about how they solved it.   If you continue to have trouble, post there, and they may be able to help you.

https://ttlc.intuit.com/community/taxes/discussion/my-federal-e-file-is-not-going-through-i-m-given-...

NOTE: 

A couple of users have said that even after making changes to (or removing) the phone in the Intuit Account, the efile problem still happened, until they logged out of TurboTax then logged back in. Apparently that reset something.

So if you make any changes to the phone number listed in your Intuit Account settings, after you save the settings, log out of TurboTax and close the browser. Then reopen it and log back in and try to efile.

[mesquitebean]

If you have a phone number listed in your Intuit Account settings, then you must make sure you use a valid 10-digit domestic USA phone number in both your Intuit Account settings and in your return.   Or you can try removing the phone number in the Intuit Account.

See if this FAQ helps:

FAQ:   601ERRV:5  Invalid SMS Number

https://ttlc.intuit.com/community/bugs-and-error-messages/help/why-am-i-getting-601errv-5-custhdr-17...

See if this answer by TurboTax CatinaT1 helps:

https://ttlc.intuit.com/community/taxes/discussion/re-my-federal-e-file-is-not-going-through-i-m-giv...

Also see this answer by TurboTax DawnC in the thread linked below.  She also says it may be possible to leave the phone number blank in the Intuit Account settings. 

https://ttlc.intuit.com/community/taxes/discussion/re-i-try-efile-but-i-get-message-invalid-sms-numb...

Also see this other thread with other out-of-country users with the same problem who were able to correct the error.  Several have posted anecdotes there about how they solved it.   If you continue to have trouble, post there, and they may be able to help you.

https://ttlc.intuit.com/community/taxes/discussion/my-federal-e-file-is-not-going-through-i-m-given-...

NOTE: 

A couple of users have said that even after making changes to (or removing) the phone in the Intuit Account, the efile problem still happened, until they logged out of TurboTax then logged back in. Apparently that reset something.

So if you make any changes to the phone number listed in your Intuit Account settings, after you save the settings, log out of TurboTax and close the browser. Then reopen it and log back in and try to efile.

[Shayes55]

I am having the same issue with Oklahoma. After I select transmit , Turbo Tax  comes back saying I am not eligible because of a formset. My return is normal. Turbo Tax doesn't tell you what formset causes the error.  I am so frustrated with Turbo Tax this year! Your helpline needs some help!. Their only solution seems to be "delete" forms! I've already had to start over once. What good is Turbo tax if you have to mail? I think I would rather pay a CPA to do them or use HR Block next year. 

[DoninGA]

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@Shayes55 wrote:

I am having the same issue with Oklahoma. After I select transmit , Turbo Tax  comes back saying I am not eligible because of a formset. My return is normal. Turbo Tax doesn't tell you what formset causes the error.  I am so frustrated with Turbo Tax this year! Your helpline needs some help!. Their only solution seems to be "delete" forms! I've already had to start over once. What good is Turbo tax if you have to mail? I think I would rather pay a CPA to do them or use HR Block next year. 

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Try deleting the state tax return and then complete the state return again.  This procedure has worked for many users who have received the Formset error.

See this TurboTax support FAQ for deleting a state tax return - https://ttlc.intuit.com/community/using-turbotax/help/how-do-i-delete-my-state-return-in-turbotax-on...

[Shayes55]

Thank you! That worked.  

[Superior business services Org]

Last year I attempted to e-file my CA state return along with my Federal return.  When I submitted my credit card to turbo tax to pay for the CA state return processing it was rejected.  I submitted three different credit cards and they all were rejected.  I then contacted turbo tax tech support who also could not help me get the credit cards accepted as payment to do the state e-file.

[cmwerner13]

I efiled my Federal and could not efile my Ohio because it said some forms weren't available yet (when viewing my tax documents, Ohio's wasn't a PDF yet). So, a few days later, it was available and my federal return was accepted, so I thought I should be able to efile my Ohio return. I get as far as attempting to do so when I then told I cannot efile because one of the formsets disqualifies me. The only thing I can figure is, after looking at the link you shared (State forms availability table), that my Ohio return includes 'Schedule of Ohio Withholding' - I would assume most will have this, as it's all of our W2 info. I don't understand...seems like a common form and Ohio isn't accepting it for efiling?

[cmwerner13]

I've already paid so I cannot delete. Any other ideas?

[TerukoL]

We have received numerous reports of this experience that appear to be coming from various areas of the program. Please troubleshoot with the options below. If needed, we will need to investigate your experience.  Thank you for your participation and patience. a. Check Availability
 

Please confirm all forms you are filing are available and supported to be e-filed. When will my forms be ready?(The 8915-E Form is projected to be e-fileable starting 02/24/2021)b. Remove state and try again

If all your forms are ready and available to be e-filed and you receive this message, please follow the steps below

1. Sign out of TurboTax.
2. Sign back in.
3. E-file the return again.

You may need to remove your state and prepare your state return again to move past the error and successfully e-file. c. Send us your tax file
Still receiving the message? We'd like to take a deeper look at your specific situation. Please attach screenshots, detailed instructions on where you are in the TurboTax Program and a token number. (This token number gives us your tax file with all your personal information removed)TurboTax Online:  

Click Tax Tools in the menu to the left.
Click Tools, and then
Click Share my file with Agent.
A pop-up message will appear. Click OK to send the sanitized diagnostic copy to us.
Provide the token number that is generated onto this thread.TurboTax Desktop:
Select Online menu if the customer is using Windows. Select “Help” if using a Mac.
Select Send Tax File to Agent.

A pop-up message will appear, and the customer will select, Send. If using Mac "Send Tax File to TurboTax Agent" Note: Desktop will save a file to your computer unless you uncheck the box.

Another message will appear. Provide the token number that is generated onto this

[cmwerner13]

Thank you. Token # 745553

Trying to efile my Ohio State Taxes. Once I click 'Transmit my return now' button, I end up with the below. 

Also, on my Tax Home screen, I noticed it says my 2020 amended federal return has been accepted. Amended?? I didn't amend anything?

[JimHod194]

When I try to efile my state return, I can't get pass the entry of credit card information.  I've tried reentry, new card, etc. nothing works. The "continue" button is grayed and won't allow continuance.

[JimHod194]

JimHod194 Again:

I'm using Windows version Turbotax Elite to file.