Screen to Purchase State/Audit Defense/Pay E-file Fee within TurboTax or by phone doesn’t work.
You may experience an issue that won’t allow you to click on the link to pay for an E-file fee over the phone. The link on the page won’t show as active. If you hover your cursor above the “We can help you here” link your cursor will change, but the link still won’t be active. The following screenshot is a capture of the incorrect screen (Windows):
The following is the correct screen that you should be seeing in TurboTax 2015 (Windows):
You will need to update the drivers for your video card by going through the following steps. First, right click on your Desktop and click on Screen Resolution. Click “Advanced Settings” on the right side towards the bottom.
Next, click on the “Properties” button on the Adapter Screen.
Then, switch to the “Driver” tab on the Properties Screen and click on the “Update Driver” button.
Lastly, Click on the first option to “Search automatically for updated driver software”. This will find the updated driver and install it.
If you receive the following screen, you will need to visit the support website for their computer manufacturer or for their video card manufacturer to download the updated driver from their support website.
Once the driver is updated, you will need to restart your computer and then re-open TurboTax. You will then be able to click on the “We can help you here” link to pay by phone.
If you're unable to update the driver using either of the methods above, you can use the Basic Driver (some systems may call it a Standard or Generic Driver). Follow the steps below to switch your system to the basic/standard/generic video driver:
From the Driver Search Screen, click on "Browse my computer for driver software":
Next, click on "Let me pick from a list of devices on my computer":
Then, pick the basic/standard/generic video driver that appears on the screen and click "Next"
Once the Basic video driver has been installed, you will need to reboot your computer, then restart Turbo Tax and you will see the correct Pay Online Screen as shown at the top of this article.
Use the following steps to resolve this issue on Mac:
- Open Spotlight search by clicking on the magnifying glass in the top right corner of your screen.
- Type “terminal” and click Return.
- Click Return / Enter.
- Exit the Terminal app and re-launch TurboTax.
- Complete payment and e-file.