topic Re: TurboImpot 2024 online - Unable to load Arc Data in Troubleshooting

TurboImpot 2024 online - Unable to load Arc Data

sandmandr77 — Wed, 26 Feb 2025 20:48:54 GMT

I am using TurboImpôt Canada online and have tried multiple times to import my data, but the website never recognizes that I am successfully connected to l’ARC.

Below are the steps I take, but please note—as mentioned in the image—the first attempt to connect to l’ARC never works, even though I can confirm that my username and password are correct. I always have to try a second time, and only then am I able to log in successfully. However, the site does not seem to recognize that the second attempt has worked.

Re: TurboImpot 2024 online - Unable to load Arc Data

TurboTaxAniqua — Thu, 27 Feb 2025 13:48:16 GMT

We suggest you to contact our Product support team. They have access to tools we don't have here in Community, like screenshare to see the issues to escalate into an investigation if needed.

Thank you for choosing TurboTax.

Re: TurboImpot 2024 online - Unable to load Arc Data

sandmandr77 — Thu, 27 Feb 2025 14:21:07 GMT

Hello,

I tried contacting them three times yesterday at [phone number removed], but no matter which option I selected, I kept getting a robot that sent me a link to something that didn’t help.

Is there any way you can tell me exactly which options to choose and what to say to the automated system in order to speak with a real person?

Thank you.

Re: TurboImpot 2024 online - Unable to load Arc Data

TurboTax_Susan — Fri, 28 Feb 2025 00:55:54 GMT

Please clear your browser cache (or use a different browser) and try again. You can also try using the mobile app for Android or iPhone.

If you are still not able to resolve this issue, please contact our phone support team at 1-888-829-8608 for more help. When the answering machine starts speaking, tell it what your issue is. Then when it asks if you want it to send you information by text message or email, say no. Then it will collect some info and transfer you to a live agent.

During tax season (from CRA NETFILE opening (mid-February) to the regular filing deadline (April 30), we're available 7 days a week during these hours:

9 AM to midnight ET for English support
9 AM to 9 PM ET for French support

During the rest of the year (May 1 to mid-February), we're available Monday through Friday, 9 AM to 6 PM ET for English and French support.

Re: TurboImpot 2024 online - Unable to load Arc Data

sandmandr77 — Sat, 01 Mar 2025 11:29:28 GMT

Hello,

This was already suggested by someone else from your team, and as I mentioned in my response, all of this has already been done.

I was able to reach support, and it’s clear that the issue is not on my end. They have opened a support ticket for further investigation.

Thank you.