Answers to TurboTax Full Service Customer Questions - Hard-coded FAQs and PONs

FAQs:

1. What if I’m just looking for tax advice?

If you’re only looking for expert advice and don’t want an expert to prepare your return, you can do your own taxes and connect with an expert whenever you need.

2. Can I still file my 2023 tax return?

Full Service is available for 2024 tax returns only. The deadline to file a 2023 tax return has passed.

3. How much will I do, versus the tax expert?

To get started, we’ll ask you some simple questions about your tax situation. This will help us build a personalized checklist of documents that you’ll need to share so we can match you with the right expert. Once you’ve handed everything off, your expert will take over to prepare your taxes. After you review the results and sign, they’ll sign and file your taxes for you.

4. What are the specific differences between what Live Assisted and Full-Service offer?

With Live Full Service, you’re matched to a dedicated tax expert who will do your taxes, start to finish, and review them with you before filing.

With Live Assisted, a team of tax experts is available to provide you with answers and advice as you do your taxes, and can review your return before you file.

5. When is my tax expert available?

After you’re matched with your dedicated Full Service tax expert, they will share the hours they’re available.

If you need help when your expert is unavailable, you can reach our other tax experts 7 days a week from 5 AM to 9 PM PT from mid-January through the April 15, 2025 filing deadline. From mid-April through early January, our experts are available Monday-Friday from 5 AM through 5 PM PT.

6. How do I communicate with my tax expert?

It starts with a welcome call with a tax prep assistant to gather and upload your documents, and then you’ll be connected to your Live Full Service tax expert. You can speak to your tax expert on the phone or through a live one-way video call on your screen (you can see your tax expert, but they can’t see you). Your tax expert will ask you questions and provide advice as they prepare your return and get ready to file on your behalf. You can also communicate with your tax expert via the messaging center as needed.

7. Can the expert see me?

No. When you use a one-way video with your tax expert, you’ll be able to see them, but they can’t see you.

8. Can I see the tax expert?

Yes, if you choose a one-way video with your tax expert, you’ll be able to see them on your screen.

9. What qualifications do the tax experts have?

Our team of US-based tax experts and CPAs have extensive experience and internal training. They can handle all kinds of tax situations, from simple to complex. They’ll guarantee your taxes are done right, with every dollar you deserve.

When you connect live with an expert, you’ll see their specific credentials.

10. How am I matched with my tax expert?

With Live Full Service, we’ll start by asking you questions about your tax situation. This can be done online, or with the help of a live tax preparation assistant. We’ll use what you tell us to match you with a tax expert who understands your situation, has relevant expertise, and is in a relevant location.

11. Can I choose which tax expert I work with?

We’ll use information about your tax situation, where you live, and more to match you with the right tax expert to handle your taxes. If at any time you want to be matched to a new expert, you can inform your current expert and they’ll help you get reassigned.

12. What’s the Full Service process like?

After choosing Live Full Service, we’ll ask you some questions to learn about your tax situation. We’ll create your personalized tax planner to start collecting the right docs and securely upload them to your account. Then you’ll have a welcome call with a tax prep assistant who can help you finish uploading your docs and match you with a dedicated tax expert. If you don’t want to get started right away, you can schedule a call for a time that works best for you.

When you’re ready to connect with your tax expert, you can talk to them over the phone or on a one-way video call. They’ll ask questions, get the details they need, and prepare your return. After they’ve completed your tax return, they’ll review it with you and answer any questions you may have. When you’re ready to file and pay, they’ll sign and file your taxes on your behalf.

13. What do I need to do to prepare?

After starting in Live Full Service, we’ll ask you some questions to learn about your tax situation and create a personalized tax planner for you. This tax planner helps you know what docs you’ll need so you can gather them and start uploading them to your TurboTax account.

14. Will the tax expert understand my personal tax situation or complexities?

We use information about your tax situation to match you with an expert who has experience with taxes like yours. During the process, they’ll also learn more about your unique situation so they can make sure your taxes are 100% correct before filing.

15. How will my documents be securely transferred to my tax expert?

Our software allows you to securely upload your tax documents to our system so they’re available to your tax expert. You may be able to import them directly from your employer or your financial institutions, or you can snap photos of the documents and upload them to TurboTax. We use bank-level encryption technology to ensure your information is protected.

16. How long will the Full Service tax process take?

The time it takes to prepare your return depends on the complexity of your taxes, your availability, seasonal peak days for tax preparation, and how busy our experts are. Our goal is to get your taxes done with as little waiting as possible. When you’re ready to start, we’re ready to take taxes off your plate.

17. How are fees/prices determined?

Two factors determine the pricing for TurboTax: the complexity of your tax return and the level of service you choose (DIY, Live Assisted, or Live Full Service). More complicated tax situations and higher levels of tax expert services will cost more.

If you choose to add other services (like Audit Defense), there may be additional fees.

We’ll always let you know how much you can expect to pay, and we’ll ask for your consent before any products or services are added.

You can review your fees along the way at any time and will see a full balance of your charges before you choose to pay and file your taxes.

18. Can my fees or price change?

We do our best to make sure you start with the right product to cover your tax situation, but it’s possible that we’ll uncover something along the way that requires you to upgrade your version of TurboTax. For example, if you started in our Free Edition, but we later learn you had investment sales (not covered in Free Edition), we’ll ask you to upgrade to cover your investment sales. Prices for paid products are determined based on the product you use and the time of print or e-file and are subject to change without notice. Special discount offers may not be valid for mobile in-app purchases.

Your price could also change if you decide to upgrade your service level and add expert help, or if you choose to add other services like Audit Defense.

19. Is there any type of guarantee if I get audited?

Yes. We offer free one-on-one audit guidance year-round from our experienced and knowledgeable tax staff. We’ll let you know what to expect and how to prepare in the unlikely event you receive an audit letter from the IRS.

If you’ve already received a letter from the IRS for a return you filed with TurboTax, please review our Audit Support Guarantee for instructions on how to receive FREE step–by–step audit guidance and the option to connect with an expert.

We also offer full audit representation for an additional fee with TurboTax Audit Defense.

20. Will my expert be there to help me year-round?

Tax experts are available year-round for questions and tax advice, but you may not be connected with the specific tax expert who prepared your tax return.

21. Can I use the same tax expert next year?

Yes, you may request the same Live Full Service Expert you worked with in previous tax years.

22. What is a Full Service assistant or tax prep assistant?

Our Live Full Service welcome call is handled by a team of specialists who are here to answer your questions about the product, help you understand next steps, and aid you in gathering all of your documents before initiating your expert match.

23. Will my tax expert be able to handle complex situations?

Yes. Our experts have an average of 12 years’ experience, and we’ll match you with the right one based on your unique situation. Your tax return will be 100% accurate, guaranteed.

24. What if I don’t have all my documents available yet?

An assistant will be able to help you find and share the documents you need to file your taxes. You’ll need to share all your documents first, before an assistant can match you with an expert.

25. When will my tax return be ready?

It all depends on what your tax situation looks like. Once you’ve shared your documents, it could take as little as an hour for your expert to prepare your return who’ll do their best to file the same day.

26. Who is the assistant and why do I need to talk to them?

Think of an assistant as your concierge to Full Service. They are real people who can answer questions, help you share your documents and match you with the right expert who will prepare your return.

27. When do I meet my expert?

You’ll talk first with an assistant, who’ll gather some info and documents. Then they’ll match you with the right expert, who’ll start working on your return in real time while you stay connected.

28. What will be the final cost?

TurboTax Live Full Service offers various levels of pricing based on your unique tax situation. You’ll connect with an assistant who will gather some info and be able to provide you an estimated total.

29. Are TurboTax experts professional tax preparers?

Yes. Our dedicated tax experts include CPAs (certified public accountants) who have an average of 12 years experience.

30. How will I communicate with the tax expert?

Initially, you will connect with your expert on a call that could take as little as an hour. You can also reach out through chat anytime afterwards, if needed.

31. How am I matched with an expert?

We’ll find the right expert for you based on your location, types of income, line of work, and a handful of other factors.

32. Why do I have to stay connected while the expert prepares my return?

To accurately prepare and file your return as soon as today, your expert will need to ask questions along the way. Staying connected will also give you the opportunity to ask any questions that come up.

PONs:

1. What qualifies as income?

Income is any money you earned or received during the year that you’re required to pay taxes on. You might receive a tax form in the mail to report it, which your expert will need to do your taxes. This includes income from any of the following:

• Investments, such as stocks or crypto (Form 1099-B, CSV)
• Rental property (Forms 1099-K, 1099-MISC)
• Selling a home (Form 1099-S)
• Self-employment (Form 1099-NEC)
• Business partnership (Schedule K-1)
• Bank account interest (Form 1099-INT)
• Dividends (Form 1099-DIV)
• Electronic payments (Form 1099-K)
• Unemployment (Form 1099-G)
• Retirement (Form 1099-R)
• Social Security (Form SSA-1099)

2. Self-employment income and expenses (Form 1099-NEC, 1099-MISC, 1099-K or other records)

Self-employed income is the money you make from any contract, freelance, or self-employed work you’ve done throughout the tax year. This may include work for on-demand services (like Uber or Taskrabbit) or home-based businesses.

You may receive a Form 1099-NEC, Form 1099-MISC, or Form 1099-K from the person or business that paid you, or you may have documented this income some other way.

Your expenses are what you pay to do your work. This may include costs for your home office, vehicle, travel, or advertising. Your expert can help you check if you’re getting all the tax breaks for your self-employed expenses.

3. Bank account interest (Form 1099-INT)

Interest income is money that’s earned from things like savings accounts, certificates of deposit, and other investments. Even though this isn’t money you earn from a job, it still counts as taxable income, so you’ll get a Form 1099-INT from your financial institution.

4. Dividend income (Form 1099-DIV)

Dividend income is money that companies regularly pay out to their shareholders, usually when a profit or surplus is earned. Even though this isn’t money you earn from a job, it still counts as taxable income, so you’ll get a Form 1099-DIV from your financial institution

5. Stock sales (Form 1099-B)

If you sold investments through a bank or brokerage during the tax year, you should receive one or more Form 1099-B by January 31 of the following year. Brokers must mail a copy to every customer who sold stocks, bonds, options, commodities, or other securities.

6. Unemployment income (Form 1099-G)

If you received unemployment, you might wonder how much of that income is taxable and how to report it. The IRS considers unemployment benefits to be taxable income, which you must report on your federal tax return. Some states also count unemployment as taxable.

You should receive a Form 1099-G from your state unemployment agency listing the total amount of money you received during the tax year.

7. Employment income (W-2)

You’ll receive a W-2 for any work you did as an employee during the tax year. You should get your paper or electronic W-2 no later than Jan 31 following the close of the tax year, which is usually Dec 31.

Your W-2 also shows the amount of federal, state, and other taxes withheld from your paycheck, which explains why it’s such an important document for filing your taxes.

Keep in mind that you should only get a W-2 if you’re an employee. If you’re an independent contractor or self-employed, the work you do may be the same as an employee, but you’ll probably receive a Form 1099 from your employer instead.

8. Rental property income (Form 1099-MISC, 1099-K or other records)

Rental property is real estate that you lease or rent out to others. Examples include single or multi-family units, vacation or room rentals, and even land that you lease.

If you received this income, you should’ve gotten a Form 1099-MISC or Form 1099-K, or have other records like receipts or bank statements.

We’ll also cover rental property expenses and depreciation, which can save you money on your taxes.

9. Property sale Form (1099-S or escrow paperwork)

Form 1099-S reports income based on real estate sales or exchanges; for example, if you sold your home, rental property, or land.

10. Social security income (Form SSA-1099 or RRB-1099)

If you received Social Security or Railroad Retirement benefits during the tax year, you may wonder how this could affect your taxes.

Not everyone has to pay tax on Social Security—your income, along with your marital status, determine whether or not this income is taxed.

You should receive a Form SSA-1099 or RRB-1099, showing the total amount you received.

11. Cryptocurrency sales (Form 1099-B, 1099-K, Capital gain/loss report or other records)

All cryptocurrency sales are taxable transactions that have to be reported on your tax return.

Unlike stocks and bonds, cryptocurrency exchanges are not required to provide a Form 1099-B or summary tax statement for cryptocurrency transactions. You may need to go to your exchange’s website and download your order or trading history.

12. Canceled debt (Form 1099-A, 1099-C)

If you receive Form 1099-C, it’s likely because one of your creditors canceled a debt you owe, meaning the company writes it off and you no longer have to pay it back. In some cases, your canceled debt is taxable, and you need to report it as income on your return.

A lender issues Form 1099-A when they are aware that a property secured by a loan has been abandoned by the owner or acquired by the lender. This form includes information needed by the recipient to calculate a potential gain or loss.

Your tax expert can work with you to figure out if your canceled debt is taxable or not.

13. Retirement income (Form 1099-R)

Whether you enjoyed some of your hard-earned retirement income during the tax year or you took an early withdrawal from retirement funds, we’ll need to report that money as income on your tax return.

Retirement income includes withdrawals from pensions, annuities, 401(k), and IRA accounts, to name a few. Your fund or financial institution will issue a Form 1099-R, which we’ll use to report your retirement income.

Tax rates and any penalties for early withdrawal will vary depending on the fund. And if you’re over 65, you may qualify for certain tax credits.

14. S-corps, partnerships, and trusts (Schedule K-1)

You might get a Schedule K-1 if you invested in a partnership, S corporation, or LLC as a partner, shareholder, or owner, or if you're the beneficiary of an estate or trust. Schedule K-1 reports income from these sources.

15. Did you make money in any other states?

This helps us know if you need to file a state return for this income. Here are some examples of what counts as making money in another state:

• Living in one state and working in another
• Owning or inheriting a business, farm or rental property
• Selling a home
• Gambling winnings

16. Education expenses (Form 1098-T)

If you paid college tuition and other higher education fees for either you, your spouse, or one of your dependents this past tax year, you may qualify for a deduction.

Proof of tuition and fee payments are usually sent to you by your educational institution on Form 1098-T.

If you’re a student, it doesn’t matter whether you or your parents paid your fees—what matters is whether they’ll claim you as their dependent. If your parents still claim you as a dependent, then they get the education tax break. If they don’t, then you get the tax break on your own return, even though they may have paid.

17. Student loan interest (Form 1098-E)

If you made payments on a student loan for either you, your spouse, or one of your dependents during the tax year, you may qualify for the Student Loan Interest Deduction, which gives you money back on the interest you paid.

You either got Form 1098-E from your lender, or the interest amount is listed on your year-end loan statement.

Keep in mind that eligibility for this credit depends on your overall income, filing status, and when interest payments were made.

18. Health or medical savings account distributions (Form 1099-SA)

Form 1099-SA reports any distributions from a health savings account, or HSA, to pay for medical expenses in 2024. Form 5498-SA, meanwhile, lists the contributions you made to an HSA or other health-related accounts.

If you received either of these forms, your tax expert will need to report this info as part of your tax return.

19. Qualified tuition programs (Form 1099-Q)

Qualified tuition programs (QTP) are also known as 529 plans. This program lets a person, such as a parent, pay for a student's tuition by setting aside money now for future use.

There are two ways to do this:

The person can buy tuition credits or certificates for later use.
The person can open an account to pay for a student's expenses and make future payments.

When the student attends school and uses the money from the QTP, they’ll receive Form 1099-Q. If they used the money to pay for eligible expenses, they won’t owe any taxes on it.

20. Mortgage interest (Form 1098)

To claim mortgage interest, we’ll need your Mortgage Interest Statement (Form 1098), sent to you by your lender. If other documents are needed, we’ll let you know.

You can deduct property taxes paid for your main home, vacation home, or land that you own if those taxes were based on the assessed value of your property and the property is for your own personal use. To claim property taxes, we’ll need your annual property tax bill or your Form 1098 (if your property taxes are listed there).

21. Affordable Care Act (Form 1095-A)

You should have received Form 1095-A if you or a family member were enrolled in the Health Insurance Marketplace in 2024. Your expert will need this to claim the premium tax credit, if you’re eligible.

22. Why do I need a checklist?

Getting your docs ready will help your expert finish your taxes in as little as 1 hour. The checklist shows all docs you need. We'll show you which docs to upload or take pictures of. If you need help, you can connect to a real assistant, anytime.