Question

Turbotax screen "let's complete your purchase online, select Continue and we will connect to our secure online store to ......" Problem, "CONTINUE" does not work

Forum|Forum|7 years ago
June 5, 2019
11 replies
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TurboTax Free Edition Online

I found this answer from another user - run the Turbo Tax program as an Administrator. After I did this, I was able to click the CONTINUE button and pay my state e-file fee with no issues.

M

miklor1980

How do I from within the Turbo Tax program click to run as an Administrator?

I

idesofmarch

I am having this issue with my 2020 Turbo tax. I am running it as an administrator. Any one has any other suggestions? I have Windows 10. Thanks.

G

garlicbasses

I am having the same problem. Once I am on the Payment step, under the File tab, I click "Continue." Turbotax saves my return. Then a separate window pops up that says, "Let's complete your purchase online." The continue button on this page is not clickable. I ran as administrator. Each move on my computer requires a new run as administrator:

Click into the box to enter my username
Run as admin
Try to nter my user name (username I entered does not appear)
Run as admin
Username I entered before is now visible.
Continue similar process through next steps. I got as far as having the two-step authenticator text me a security code. I was unable to enter the security code on my computer no matter how many times I ran as administrator.

Can anyone help?

L

LindseyLO

Have you tried clearing your cache and refreshing to see if this helps? If you need help doing so click here for assistance.

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I

idesofmarch

No this didn't help.

Don't know if this is relative or not, but I had Task Manager displaying while having Turbo Tax open. Turbo Tax appeared under the APPs when on the "File" page but when continue to "How do you wan t to pay?" and click on "Charge My Credit Card", then TurboTax saves the return, Turbo Tax is not displaying on the Task Manager when on "Let's Complete Your PUrchase Online." Is that functioning correctly?

Thank you

H

HeatherPLO

Please reach out to us directly for further assistance. Contact us at the link here.

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J

Jimbo16c

I have the exact same issue, I turned off antivirus, firewall, cleared cache, and run as administrator and have had no luck. I am using 2020 premier

I

idesofmarch

I had to work with 2 different agents with Turbo technology (not the ones answering the phones; need to be transferred). After working on it for about 5 hours one day, on the next day the agent contacted me and because she continued to research the issue, found there is a problem with "newer computers display settings and Turbo Tax." She had me reset my display to lowest option (800x600?), then the window worked to I could file. I then reset back to the default.

She didn't technically explain it but said it is now being noted and most often it happens on the new computers (bought mine October 2020; HP Pavilionx360) when using TurboTax.

The agents I worked with were very helpful and continued to work to find the answer.

J

Jimbo16c

That’s interesting, my laptop is not even a month old. I will try that this evening. I did get a number to call but I didn’t have time before work so if that doesn’t work I’ll call and if it does I’ll reply back

D

deaton329

Also was able to get this completed by changing the resolution settings to 1024x768. If TurboTax would stop using a Windows 98 interface for the online purchase, it would work much better.

L

lnvndrhydn20

Right, this is completely unacceptable! After an hours worth of attempts I finally got 1280 x 720 to work, but really TurboTax???? Wow, I've used this for almost 20 years, but they absolutely lost a customer on this one. Next year I will not be using any Intuit products.

K

kdub2

Seriously. TurboTax your 2020 version has been terrible. I've been using > 20 years and have *never* had issues until this version. Do better, TurboTax!

S

swedle1953

The run as administrator did not work for me. I finally changed the resolution and was able to partially see the information that needed to be entered for purchase. I could see enough that I could figure out what was needed. Same fix that I had to do to enter the activation code in the very beginning. I am by no means a computer guru. This was simply a trial and error attempt and it worked!!!!! I totally got lucky, but was able to purchase and finally e-file my state taxes. Sure hope TurboTax fixes their issues.

A

AKYINZER

Had the same problem. Found that it worked when I changed my screen resolution to like 800 x 600 then the payment linked worked. Everything was partially chopped in the payment window but I figured out what to enter. Also, display resolution had to be changed to 800 x 600 when I needed to enter the license code when I first installed. TT must test their software on old Gateway machines that need the antiquated 5" floppy to boot up the machine

A

AliceWona

Advice to change my screen resolution worked for me following a recent computer purchase. Thank you all! No need to use admin role, but did have to close/re-open TT under reduced resolution screen setting. Interesting that others commented about the activation key screen as I never saw that and didn't understand why. Agree with the sentiment in this string that Intuit must fix this bug. Super frustrating and a waste of MANY hours trying to understand the issue, including a call to support only to be disconnected. Bad, bad, bad!

P

pritchman1863

I tried various solutions, including running as Administrator, disabling antivirus and firewall protection, plus I changed my screen resolution. Nothing helped.

Then (by accident, almost) I ran the program with "Windows 8 Compatibility," and it worked fine for me, even though I have Windows 10. I was able to complete my purchase and file my state tax return with no problems.

DanielV01

Employee

For some reason that has been the solution that has worked for many. Glad it worked for you @awhays.

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A

awhays

Run as Administrator did not work for me. What did work was reducing my screen resolution in Windows display setup. Hope it works for you,

D

doph

Same problem. Unbelievable that this has not been fixed. I rarely (never) call for people to be fired, but someone should be fired here. How could Intuit release software that just doesn't work? Some sort of bizarre hack to change screen resolution to 800x600, which is not a resolution that anyone has used since the 1800s.

Also, changing the screen resolution isn't working for me. Next year I am definitely looking for some other tax software. Forget this. Complete pain to use at the beginning (could not activate) and then at the end (can't pay).

D

doph

I had to do the following:

1. Switch resolution

2. Enter data, tab through as much as possible doing this. The screen would not show the data.

3. Switch resolution. Then the screen would show data entered previously.

4. Enter data, tab through as much as possible doing this. The screen would not show the data.

5. Switch resolution. Then the screen would show data entered previously.

...and so on, until all data was entered across the wizard of screens.

As the icing on the cake, this terrible software popped up the modal payment dialog so that the top-left 1/6 of the dialog was off the screen with no way to move it, so I had to guess I typed correctly or selected the correct values in a drop down.

I've purchased Turbo Tax for the past forever years. This was my last. Other tax software has the ability to import Turbo Tax files. I'm getting some other tax software next year that isn't Turbo Tax.