Im trying to go back to my 2023 return which I started yesterday but I keep getting the following message with the sad puppy This should not have happened. Don't worry -

[lililalonde]

Im trying to go back to my 2023 return which I started yesterday but I keep getting the following message with the sad puppy This should not have happened. Don't worry -

[TurboTaxGinette]

Please clear your cache and restart your computer. You may try using a different browser also.

Thank you for choosing TurboTax.

[tatango]

I'm also getting the sad puppy on Chrome, yesterday and today. I've cleared cache for 7 days then tried a different browser- Edge. Now what?  

[TurboTaxSusan]

@tatango If you are still not able to resolve this issue, please contact our phone support team at 1-888-829-8608.

[tatango]

Hi Susan, I called the help line and we managed to determine that I get sad puppy on two different computers, in incognito mode, and then on my phone as well through the turbotax app. This has been happening for 2 days now, are there any next steps to get my taxes in on time?

[TurboTaxBrenda]

Did you save your return before logging off? If yes, have you tried clearing your cache and cookies?

Make sure that you close everything off on your computer- then log into your TurboTax Online account once again- please let us know if you are still seeing the puppy page.