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Solved

TurboTax Account Stuck Cannot Access Tax Return

Forum|Forum|2 years ago
February 27, 2024
5 replies
0 views

Hi, I spent hours and hours putting my tax information into TurboTax. Then got curious and clicked the "Verified Pro" button. I didn't pick a tax professional yet, and I made up my mind: I want to go back to doing my taxes myself.

The problem is, I don't know how to get out of "Verified Pro". When I log into Turbo Tax, I just get a very barebones UI that asks me "How did you do your taxes last year?". There's no way to access my tax return anymore, which was fully filed out and ready to file.

The sidebar to ask for help is gone. My self-prepared tax return is gone or at least inaccessible to me. I already spent 2h on the phone with the technical support, but they also don't know how I can get back to the regular TurboTax. Could someone here kindly help? Many thanks in advance!

Best answer by ethiosdtaxkid

ANSWER!

Finally figured it out - at the end of the screen when it gives you a list of verified experts - you will see an option to go to full service. it says "89$" or something but just click that.

The next option, you will find on the right hand side of the screen an option to "leave" the full service and just do the free version. Click that.

Following this, it will ask you why you dont want the full service and you can just downgrade to "free" to get back to the usual experience.. VERY CONFUSING

VolvoGirl

Employee

All I could find is How to remove Turbo Tax Live. There are 2 different ways to remove Live depending on how you added it

https://ttlc.intuit.com/community/downgrading/help/how-do-i-remove-turbotax-live/00/27312

VolvoGirl

Employee

I saw another post that said there is not a Verified Pro version in the USA. Are you in Canada?

This is the USA forum.

Here is the Canada forum

https://turbotax.community.intuit.ca/tax-help

Or Contact TurboTax Canada Support

https://support.turbotax.intuit.ca/contact/

TruebroTaxAuthor

Hi! Thank you for the links. I read through them and watched the video but neither the clear and start over option nor the downgrade option show up for me. Also, I would rather not have to start over after hours of tax preparation. My entire left sidebar is empty. There are no options at all. I tried different computers and browsers, it's the same everywhere.

Here's a screenshot of how TurboTax now looks like for me:

And here's a screenshot from the TurboTax app:

There are no other options. No way to downgrade, no way to start anew.

I am in the US and have used TurboTax for years with this account.

I figured maybe I can switch back to regular TurboTax on my intuit account's products & billing page, but there the tax year 2023 doesn't even show up yet:

Really stuck here. Any hints or help is highly appreciated!

TruebroTaxAuthor

Is there anyone inside or outside the TurboTax tech team who would be kind enough look at this? None of the instructions on the help pages work. The phone support doesn't know how to help. I posted some screenshots above that illustrate where I am stuck. Many thanks in advance!

ethiosdtaxkid

In fact - i have been bounced around on several calls with "Specialists" that haven't been able to help me at all

ethiosdtaxkidAnswer

ANSWER!

Finally figured it out - at the end of the screen when it gives you a list of verified experts - you will see an option to go to full service. it says "89$" or something but just click that.

The next option, you will find on the right hand side of the screen an option to "leave" the full service and just do the free version. Click that.

Following this, it will ask you why you dont want the full service and you can just downgrade to "free" to get back to the usual experience.. VERY CONFUSING

TruebroTaxAuthor

ethiosdtaxkid,

Incredible! Thank you, that is indeed the solution! Finally I can do my taxes!

Thanks again!

alertman32

Anyone with screenshots of these solutions? I keep trying to find the buttons mentioned in earlier posts, but I am stuck with either setting up an intro call with a pro, or clicking on the Live Full Service which then takes me to an entirely new window and starts asking me a lot of questions about "my business"... I'm just trying to do my personal taxes.

TruebroTaxAuthor

alertman32,

You need to go through the questions until you are at the screen where you can choose a tax professional. There you scroll all the way down. There you will find a button that lets you go back to basic. ethiosdtaxkid's answer helped me find it.

Good luck!