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My federal e-file is not going through. I'm given the following error message: 601ERRV:5, CustHdr_17 - ?:? - Invalid SMS Number. Must be between 10 and 10 digits.

Forum|Forum|6 years ago
April 23, 2020
34 replies
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TurboTax Premier Online

Best answer by LField

I am using the online version and with a 10 digit US phone number:(

I had success today after having this problem. This was my situation. I had a domestic number listed in my tax return, I believe because it wouldn't let me input my international number (Moldova). Fortunately my wife ported her number before we departed the states and she can still get SMS messages to her gmail.

In my Intuit account I had my Moldova number listed, as that section allows you to enter international numbers. But this number wasn't verified like my email was. I believe the problem was Intuit wasn't transmitting the SMS to verify the number but it allowed you to leave the number there but unverified. I bet this is why the taxes wouldn't transmit though. Today I inserted my wife's US number and was able to get that verified. Then my taxes transmitted.

For those of you still having problems and don't have access to a US number to get your number verified, check to see if you have an unverified international number in your Intuit account, not on your tax return. It may still work if you just delete the unverified number as well, I didn't think to try that first but saw it gave me the option to delete my phone number.

I hope this helps a few people.

Show previous replies

J

joseovidiob

Same issue, everything I filled is correct. This needs fixing ASAP 😄

K

Kuper84

Same here. So annoying..wish they fix it asap..

Z

zacruble

Same issue here. Filing from Colombia. Hopefully this is fixed soon. It is a bit frustrating given the price of the service although the some of the help received has been helpful from CPAs, some not so much. Hit and miss I suppose.

L

libera87

I guess we're still waiting on this. I just want to file and be done... I inputted my US number as well, and continue to get this error message.

C

curtis6

Guess we will all need to wait until Monday or Tuesday, US time to have Intuit fix this software error. This issue has been rolling for about a week now. Intuit, we expect better than this for our money.

D

donnaleevee

Same for me - filing from France, though I've changed my address and phone number to a US address. Seems to be an expat issue, my last years return had a French address. But changing it to US doesn't solve the issue, nor filling in the address info again. Will try on Monday I guess.

C

curtis6

Kind of odd that Intuit can't return a call to me and can get into my previous message and DELETE the intuit customer support toll-free phone number that I had posted yesterday. Eight Hundred - six hundred twenty four - nine thousand and sixty six

I think everyone having this problem should call and complain. Why are we waiting a week to make a tiny software change.

Their proposed solution is to mail in the tax return. Mail? Isn't the reason I paid Turbo Tax $160 this year so I would be able to electronically file, as I have done previously for the past 10 years?

There are lots of alternatives that I will search out on DuckDuckGo for completing my taxes next year.

M

mesquitebean

Employee

@curtis6

Sounds like someone at Support told you mail simply because there is not a known fix yet. If it was me, I wouldn't file by mail right now, since a fix is likely to be available at some point, and there is still plenty of time to efile--especially with the new filing deadline of July 15 for a Federal return due to the Coronavirus situation. ( State return deadlines may vary.) The IRS is not even processing paper returns for the time being. Can you imagine the manual backlog once they do?!

As you likely realized, TurboTax Support did not manually delete the phone number you posted. The forum privacy filter did, for reasons explained below. They have several phone numbers. Here's one at the FAQ below. And the contact form may assign a different phone number depending on the issue.

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 a phone number (during business hours) :
https://support.turbotax.intuit.com/contact

Support hours are 5AM-5PM Pacific (8AM-8PM Eastern), Mon-Fri

The forum privacy filter, however, will automatically redact any phone number from this forum that it recognizes by a user who doesn't have privilege to post one. It is not uncommon for scammers to post phone numbers and URLS in this forum. It will also delete an email address and SSN if it recognizes them.

Unfortunately, users occasionally post their personal phone number (even SSNs and account numbers) in this public Internet forum, which is picked up by search engines. And without the forum privacy filter, no telling who might try to phone them and pretend to be from TurboTax and ask for personal info to try to scam them.

G

gstaadski

Day 2 trying to E-file from Germany. Oddly, the phone number I gave in "My Info" is a US 10 digit phone number. From looking at others posting here, it seems to be exclusively an issue for overseas filers. I hope it's fixed soon. Just paid $120 to Turbo Tax and now getting this error message on the final, most crucial step is rather disappointing.

N

notsohappywithturb0tax

I've waited the 24 hours per the help page for problems with e-filing. Still no-go. It's unfortunate that there's no help support over the weekend. If I hadn't already paid for the service this year, I'd be using a different company. If, as someone posted earlier, this is a recent problem, then it sounds like a change was made to the software without enough testing and the team has left the building. Intuit is losing this customer's future business.

C

curtis6

notsohappywithturb0tax

I noticed this year that Turbo Tax was more aggressive in seeking it's payment, even before I completed and sent the return in. But for 10 years, I haven't had any problem. Now I see what happens when I do have a problem. I'm agree with you, this customer service level stinks. It's been three days for me and this problem existed for at least two days before that, and they had been notified of it.

B

bearcatfanaticx

Same issue filing from Ecuador.. Very frustrating since I have already paid. Hopefully this will be resolved soon.

N

notsohappywithturb0tax

I'm glad to hear that some of us were able to get a workaround to solve the problem. I've tried again with no success. The only US number I have is a Google voice number so I can't swap the number out. I did delete the Gvoice number from my intuit account info and was prompted for a number as part of the efile process. Still failed when I put the same number as before. I guess I have to wait a few days and hope intuit gets "it" together and if not file by mail. Thanks to all of the replyersfor the updates.

A

Archey

I am having the same issue filling from the UK.... come onnn fixx it

G

gstaadski

I finally got mine to transmit from Germany! Thanks for the advice. I went into my "Intuit Account"- bottom left corner- and deleted the German landline I had on file. On my taxes, I had a 10 digit US number (Google Voice number). I tried to transmit my tax return again but it still didn't work. I then went back to my Intuit Account and entered the same 10 digit Google Voice number and verified it. I was able to receive the verification SMS by viewing my Voice account online. Before trying to transmit my taxes again, I logged off and then logged back in again. I noticed on the final screen with the CAPTCHA, my verified phone number was present asking me if I wanted updates via SMS. I transmitted my taxes and it finally worked.

I'm not sure if you can set up a Google Voice number from over seas, but perhaps a Skype number would work.

I think the glitch lies in that it seems you can only enter a 10 digit phone number on the tax return itself and that number must correspond to the number on file in your Intuit Account.

I hope this is helpful for someone. I tried calling Turbotax yesterday and could not get through because of high call volume.

N

notsohappywithturb0tax

This worked for me. Thank you!

I spent half an hour with customer support last night (on my own dime) and they didn't have a clue what the problem could be; they at first told me that it was an activation code problem and I needed to verify my code (but I was using TurboTax online, so it doesn't apply), then I was told to reset my cookies and computer (which I did not do). They wanted me to hold again (for the 4th time) while they looked for another answer. I said no thanks.

P

Primogt14p

Has there been a resolution to this problem?

M

mesquitebean

Employee

@Primogt14p wrote:
Has there been a resolution to this problem?

See if this FAQ helps any:

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

You have to have a valid US domestic 10-digit phone number in both the return and in the Intuit Account settings. Or it "may"also be possible to leave the Intuit Account phone number blank.

If you browse this entire long thread, you'll see what other users with this error code did to be able to efile. Some of them may be able to help you.

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