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Saskie
New Member

After I sign in a select "continue my return", it just says "loading your information". 2 min later, it errors. History and cookies have been deleted. Help?!

I'm using TurboTax Online.  I've checked my browser (supported), I've cleared the history, and the cookies.  I was working away just fine, until I "optimized" charitable donations to all go to the higher wage earner, and then I clicked "back".  After that time, I am perpetually stuck on the "loading your information" window, until it times out after 2 minutes.

4 Replies
TurboTaxMary-Ann1
Moderator

After I sign in a select "continue my return", it just says "loading your information". 2 min later, it errors. History and cookies have been deleted. Help?!

We're sorry for the inconvenience.  Please contact our customer support.  Please see the following FAQ for instructions on how to contact our customer support.

https://turbotax.community.intuit.ca/replies/3152013

Jess40
New Member

After I sign in a select "continue my return", it just says "loading your information". 2 min later, it errors. History and cookies have been deleted. Help?!

Saskie, were you able to fix this? I've had the exact same issue (stuck on "loading information" after clicking back in donations section) and I'm stuck.

jsjette
New Member

After I sign in a select "continue my return", it just says "loading your information". 2 min later, it errors. History and cookies have been deleted. Help?!

Loading your information...

TurboTaxGinette
Moderator

After I sign in a select "continue my return", it just says "loading your information". 2 min later, it errors. History and cookies have been deleted. Help?!

We are sorry to see you are having a problem. A software update has been made today. Please update to verify if the problem was resolved. If not, we believe your best option is to contact our telephone support team for further assistance, as they have the option to view your screen to help resolve the issue. To contact us please follow this link: Contact Us form. Once you go through the steps and complete the form, the phone number to speak to a TurboTax agent will appear on the page. If the agent cannot resolve your issue please make sure you tell them you want to escalate the issue to a higher level.

Thank you for using TurboTax.

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