Childcare expenses are not registering in line 21400 of the summary and thus my return amount is not changing

[TurboTaxAniqua]

@user17738931502 Thanks for letting us know. Once we get any update, we will post it in the thread.

[quinnam]

This has happened to me too,

Support said it would take two weeks to get an update from an investigation. It is 100% a software issue.

When I contacted the help line multiple times, they didn't want to listen to me that it is a software issue, and I spent multiple hours on the phone with them, multiple times to try to resolve this issue. I am a week in to this two week waiting period, and have not heard anything. I will update next week if I have heard anything.

[LW1000]

Thanks to everyone posting this same issue on this forum. I'm an experienced/educated tax preparer and I'm having the exact same issue.

Turbotax, please fix your software glitch immediately. There are likely many users over the past year or more who unknowingly submitted incomplete/incorrect tax returns. That could have financial consequences if they tried to pursue restitution/remediation.

I look forward to learning the remedial action so I can complete my return.

Thanks.

[TurboTax_Susan]

@quinnam @LW1000 Have you double checked the T778? Does the lower income spouse have earned income? 

[LW1000]

Yes. And it worked fine for me last year.

Your other moderator Aniqua already admitted there is a software glitch and was looking into it.

Can you please provide an update on that resolution?

Thanks.

[TurboTaxAniqua]

@LW1000 is that an employment or a self-employment income? Or an income generated from other sources like EI, investment income, etc.?

The investigation was not necessarily caused by the same financial scenario. That response was for the clients who contacted product support, and a specific investigation was launched to determine the root cause. Sometimes it's about eligibility, not entering the correct information, or missing / incorrect information, and it's not always a software glitch.

[ihaveanissue123]

Thank you for everyone replying. I see this is still an issue that Turbo Tax has not prioritized to fix. Last year i tried every possible way to have the childcare expenses deducted but nothing worked. Yes, I was filing them under the lowest income spouse. Last year I moved to another provider and will not bother trying with TurboTax this year. So frustrating that this is still an ongoing thing a year later. 

[TurboTaxAniqua]

@ihaveanissue123 Did you call our phone support? If not, we suggest you contact our Product support team. They have access to tools we don't have here in the community, like screenshare, and can investigate this issue for you.

[user17738931502]

@TurboTaxAniqua @TurboTax_Susan@other Admins,

I have turbotax assist and have shared screen to ensure that I am doing everything right and only the lower income spouse is submitting the childcare expense. 

Not the first time I am filing for taxes and respectfully this isn’t a rocket science either. The product has a glitch that needs to be acknowledged by your team and then addressed. Please do not hesitate to contact should you require further info. 

[TurboTaxAniqua]

@user17738931502 Thank you for reaching out. I've requested a call back from the assigned team so that they can contact you and gather additional information if an investigation is necessary. It takes 24-48 hours for the team to contact you. We appreciate your patience.