Paid for Live Tax Support still asking me to buy instead of giving a opion to connect

Forum|Forum|1 year ago
January 10, 2025
3 replies
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I am writing to express my frustration with the TurboTax Home & Business 2024 software. I purchased the Live Tax Support service, and was able to connect once. However, when I open TurboTax Home & Business and click on "Review," it prompts me to buy Live Tax Advice again, instead of providing the blue contact box as expected. My order history clearly shows that I have already paid for this service, so this is quite concerning.

Additionally, the state form, which was released yesterday, is not downloading, further complicating my filing process.

I have been a loyal TurboTax user for the past 10 years, but this experience has left me extremely disappointed. If these issues cannot be resolved promptly, I fear this may be my last year using TurboTax.

TurboTax Home & Biz Windows

VolvoGirl

Employee

Try updating the program again. They are putting out lots of updates. I updated yesterday and it updated again today. And sounds like another update is coming later today Friday 1/10. Are you in the same return? The $60 expert help might be only for 1 return.

Dalal123Author

I am using the the desktop version, so live tax advice is tied to my license; online product may differ. Additionally, there are no updates available at the moment. This product was released without proper testing and contains several bugs.

VolvoGirl

Employee

I know you are in the Desktop program. The $60 Expert help button is new this year. We don’t know much about it. I think it might only be 1 return so $60 for each return. Check if you are in the same return. Maybe save the return, close the program and restart the program. Then do an update.

Also there are a lot of updates coming out now. I updated yesterday and today was another update and I hear there might be another update later today Friday 1/10.

rose777777

I have been on phone with customer service for over an hour. They can't figure out how to fix it.

leunglisa

I figured out a workaround while on call with support. Whatever return you purchased the Live Tax Advice needs to be open (note that you can have multiple returns open). As long as you have the exact same return where you purchased Live Tax Advice open, then the link "Connect with an Expert" replaces the "Buy Now" button.