Why doesn't TurboTax allow me to e-file Hawaii return and pay balance due with direct debit? It's telling me to pay by check.

[MonikaK1]

If you would like us to troubleshoot this issue, you can send us a “diagnostic” file that has your “numbers” but not your personal information. If you would like to do this, here are the instructions for TurboTax Desktop users:

1. From the black bar at the top of your screen, select Online
2. Click Send Tax File to Agent
3. Click Send on the message that pops up
4. TurboTax will create a "sanitized" copy of your return information with no personal info
5. Post the 7-digit token number here in this thread

Here are the instructions for TurboTax Online users: 

Go to the black panel on the left side of your program and select Tax Tools. 

1. Then select Tools below Tax Tools. 
2. A window will pop up which says Tools Center.  
3. On this screen, select Share my file with Agent. 
4. You will see a message explaining what the diagnostic copy is. Click okay through this screen and then you will get a Token number. 
5. Reply to this thread with your Token number. This will allow us to open a copy of your return without seeing any personal information.  

We will then be able to review your file to see what you are seeing, and we can determine what is going on in your return and provide you with a suggested resolution.

We at Intuit TurboTax want our users to be completely delighted with their experience using our products and services, and successful in their financial lives and businesses. 

Once you file your return, as long as the settings to receive communication from Intuit don’t block it, you will see a pop-up message or receive an email with a survey asking you about your experience. We encourage you to leave your notes and comments there. “Voice of the Customer” notes and comments are read and acted upon.

If you are using TurboTax Desktop, you can also leave feedback at the Final Steps tab:

@rckksherm 

[eandltaxes]

2025 and the problem persists.  What's worse is that I just got the runaround on their chat and call service.  Fortunately, I got lucky and talked to someone who had the info and gave me a quick answer.  The N-200V form will pop up regardless of whether you had Turbo Tax pay your Hawaii taxes.  She advised however, that you still mail in the form (no payment since TT will pay it eventually) with a note saying it will be paid by TT through auto withdraw from your bank.  They really need to fix this problem.

[MonikaK1]

The Hawaii Department of Revenue provides that you can use Hawaii Tax Online to make a payment (1) from your checking or saving account (free) or (2) using a credit or debit card payment (fees apply). You may also pay by Automated Clearing House (ACH) credit by following these instructions to work with your bank.

Some individual states had prevented direct debits through tax software, even though they were accepted at their websites, which was why TurboTax had left the voucher in the program.  I am raising the issue regarding Hawaii for further review. Thank you for bringing this to our attention.

@eandltaxes 

@rckksherm 

[MonikaK1]

Update:

Thank you for bringing this up. Thanks to you, we've discovered that there is a contradictory message after the tax return is transmitted and a direct debit is selected. Our tech team is working on it and will have it fixed. You do not need to mail the payment with a voucher if your already paid the tax by direct debit.

@eandltaxes 

@rckksherm 

@meira