What does TurboTax agent see during screen share on a desktop? Do they see EVERYTHING on a desktop or just the TurboTax software data?

Forum|Forum|6 years ago
June 3, 2019
3 replies
0 views

Does sharing the desktop screen with a TurboTax agent display everything that is on the desktop or just data within the TurboTax software? Supposedly, I am talking to an agent on the phone and sharing my screen, can I open my browser to view personal information without the agent being able to view the browser information? Thank you.

TurboTax Premier Windows

Best answer by JohnB5677

I meant to say when an agent asked us to share our screen , I was specifically reassured that the screen shared is that of only of turbo and nothing else on my screen. I did not mention anything about file sharing. I hope you can re-address this discrepancy with the initial comment made saying that they see everything on our computer screen vs. that of turbotax session only.

On the Online version the agent can only see the TurboTax information. With the Desktop version it will view everything you bring up.

CarissaM

Screen share will show whatever it is you are currently viewing. So if you open a browser with personal information, it will show as well.

**Say "Thanks" by clicking the thumb icon in a post**Mark the post that answers your question by clicking on "Mark as Best Answer"

poppybo184

@TurboTaxCarissaLO is this true of the desktop (CD) application as well? I contacted TurboTax phone support and the representative wanted to screen share. They said personal information and certain pages within the application would not be visible, but I could not find any information online about this. Is there an FAQ on this? I'm specifically worried about personal information within the TurboTax application, not other applications.

Bmr112616

No, they cannot see anything to be of privacy such as birthdate, social security; etc. Here is a good link of some information of the platform. https://ww2.glance.net/2017/04/intuit-made-customer-experience-visible/

mdailey

Employee

I'm afraid my Turbo Tax agent saw my routing and account t number while we were screen sharing. Is this possible?

SandboxExperienceAuthor

Circling back around, I re-read the older post just for clarification. Now I THINK I get what they are stating.

If you purchased TT via CD or download (like if you bought it from Costco and you either use the CD disc they provided or downloaded the TT software with the Costco purchase) they can see everything you pull up. This is the version where your taxes are typically saved on your local hard drive (laptop, PC, Mac, etc).

On the other hand if you purchased the online TT to file your taxes then support can only see within the online TT application. This is the version where all your tax filings are stored online (within their cloud, etc).

hope this helps.

JDTORA88

I was working with an agent yesterday who had full access to my gmail.

I am on a Windows PC. I had opened gmail on google chrome while my agent stepped away to prepare her dinner and then I went back to the turbotax software. When she came back to our session she was only able to see my gmail and none of my turbotax.

So yes, they can see everying on your desktop. I was not aware of this prior to yesterday.