Troubleshooting

This issue can be frustrating, especially when nothing appears to have changed in the information you’ve been entering year after year. Here are some factors and troubleshooting steps you might consider:
1. Software updates or validation changes by TurboTax: 
  • TurboTax Desktop often updates its forms and internal validations to align with any new CRA requirements or interpretations. Even if you’re entering the same details as previous years, there may have been a change in how the software validates the Ontario Energy and Property Tax Credit (OEPTC) information. 
  • Verify that you are running the latest software update for TurboTax Standard Desktop 2024. Sometimes, issues like these are addressed in patches released shortly after the tax software version launches.
2. CRA or policy changes: 
  • It’s possible that CRA or the provincial government has updated the form instructions or the information that must be entered to support the OEPTC claim. Even a minor change (such as a new way of reporting the address or additional specific details regarding the tax roll number or the number of months) could trigger the validation error. 
  • Check the CRA’s website or the guide for the OEPTC to see if any subtle changes have been announced that might require additional or differently formatted information.
3. Data formatting or entry issues: 
  • Although you’re entering data as in previous years, double-check that every field is populated exactly as required. For example, sometimes a leading zero, a specific abbreviation for the city, or the precise formatting of the tax roll number might be causing the software to think the information is incomplete or out of sync with its records. 
  • Look carefully for any error messages or highlighted fields on the OEPTC page within TurboTax. Even a single formatting error could cause the system to “bounce” you back.
4. Possible bug or glitch with TurboTax 2024: 
  • If the above steps don’t resolve the issue, it could be a temporary bug within the 2024 desktop version that is causing it to repeatedly ask for supporting details. 
  • In that case, checking TurboTax’s support forums or contacting their technical support might reveal if others are experiencing the same issue and if there is a known workaround or an upcoming patch.Recommended next steps: 
  • Ensure all fields are filled exactly as required and review the OEPTC guidance provided by both TurboTax and CRA. 
  • Update TurboTax if an update is available. 
If the problem persists, consider contacting TurboTax support for detailed assistance