I am trying to purchase additional returns as I have a few more over the $25k limit, the message tells me I have already purchased the maximum returns of twenty, the details from the returns counter show I have used 12 over $25k and 2 under, which leaves 6 available. I have uninstalled, reinstalled and cleared my cache.
I’m having the same issue. I have 9 returns available but when I try to purchase I get same message. I called support and they advised to upgrade to Premier but that is not right. I’ve used Turbo Tax standard for 10 years and never had this issue. I now had to submit an investigation ticket with screen shots for them to review the error
I agree, I was on the phone with support the other night and my issue has not been resolve. I am basically out 6 returns on the premier program. Not a happy camper.
I was asked if my computer was an HP, not sure why no one gave any details on the question nor did they elaborate.
Having any luck, this is so frustrating.
I have been using this software for years, first time I have ever had an issue with the software.
Still waiting for the call back on the investigation into the issue. They advised could take 6-7 days. I agree super frustrating as I’ve used this program for 10 years and never had an issue before either.
Hi, the latest updated seems to have corrected my issue.
Hope it also worked for you.
has anyone found a solution to this problem just spent 3 hours with help and no solution
Hi Lizk, it seems this remains an issue. Hoping the team figures it our soon, April 30th is fast approaching.
Spent 3 hours of my life with Turbo Tax Support trying to purchase 1 additional return for Home and Business, visited the same error message screen at least 8 times! (surprise the error message never changed). I have used a total of 13 returns(12 over $25K and 1 under $25K) need 1 more over $25K but get message that I have used up my allotment???
Judging from the comments this is not a unique issue, yet the support folks are completely in the dark on this problem. This is indeed very frustrating. I have encountered more quality control issues this year than any other year. Had to supply another service request with screen shots(similar to others).....why is this issue not resolved and why are the front line service people aware of this issue. Making your front line support team aware of issues pending can save time for not only your customer but your support teams as well.
Take ownership for this issue and get it resolved!
PB
I agree 100%, this is the first year I have ever had issues with the software. As you mentioned the first tier support is not aware, my first contact wasn't even aware you could pay 19.99 to do another return for over $25k. I think that is something that should be addressed as well, I do some volunteer taxes and CRA offers free tax completion for $35k for single person and $40k for a family.
The issue I reported on last week "Unable to Purchase Additional Returns" has been fixed in an update on April 16. There are some key learnings Turbo Tax should take note of going forward, specifically:
1. Improve your internal communications between your problem resolution team and your front line support. This can be achieved by adopting a more robust "issues/bug log- which is constantly updated and made available to your front line CSR's daily. The log must me updated daily(by the IT resources team) with status of issue. By doing this your CSR's can provide feedback to your customers on status of reported issues without putting your clients on hold.
2. When updates/patches are pushed to your clients, consider stating in the "message" what the update is fixing
3. Adopt industry standards (KPI's/SQI's) on resolving issues. This issue has been identified several weeks ago with fix on April 16.