Sorry I should have also said I am using the Online version. Self Employment product.
Please clear your browser cache (or use a different browser) and try again.
I tried clearing the cache and another browser and I am still stuck in same loop. Everytime I launch my taxes is tries to run optimizer and then displays gateways timed out. When I hit ok it leaves optimizer on the screen and there is no way to close it.
Are you able to click on the tax home link in the left side menu?
No. I have searched all parts of the page and page for a clickable button. I may have to start over but I am going try another product if I do. It is frustrating.
I have the exact same problem, trying in both the online in MS Edge browser and also the IOS version of the TurboTax app. Stuck in the same loop. I need to force quit every time and it goes back to the same location of the return. I enclosed the error screenshot I get in the Edge browser (very similar in in the IOS app).
Thanks, Seb
@Drouseb Please clear your browser cache (or use a different browser) and try again. If you haven't paid yet please try to make a copy of the return and start from there.
I tried clearing cache and making an copy and it didn’t not work. I have not called online support but feel it is a bug that you guys need to figure out.
@jackiemines65 We suggest you to contact our Product support team.
I'm having the same problem. I've spend over 4 hours on the phone with support with no success. I have requested many times for a supervisor to call me with no success. I'm frustrated with the lack of support in dealing with this problem. has anyone else had any success?
I spoke to support online today. First time I was cut off. Second time the lady said we have a ticket logged for you and it is in the system as a known issue. The tech team is working on a fix already and you will be emailed once they have figured out a solution and have updated the system. Hoping this is true.
good morning, I tried clearing the cache, using different browsers, iphone, windows desktop and same problem. I paid for the return already and was doing the final reviews and this is where the pension "optimizer" kicked in and just stalls, not moving the review forward. I already know I just do 50/50% every year with my spouse, I don't need to optimizer... I tried to copy the joint return, but when I try to open the new copied joint return, it starts off at the same optimizer, so I am not further ahead. As others have said, calling support does not seem to help either?
If it helps anyone with this issue of pension optimizer bug/crash online version of 2024 self-employed, there is an ongoing investigation now and the number is 1351-5812-1098-1097-471 to be referred to when calling Intuit customer support at [phone number removed]. Ask to have your auth ID/case number added to the investigation, and they will notify you by email when resolved. No time/date given as to when this will get fixed.
@vic181 We are aware of this issue and our development team is working for a resolution. We appreciate your patience.
I am also having the same problem. TurboTax claims they are still working on it. Very disappointing that they have known about this problem for four weeks but it isn't fixed. I am completely stuck and can't proceed. They don't seem interested in solving this problem. I just spent over an hour on the phone (after first contacting them a week ago) and the response is the same: we are working on it and we will email you when it is fixed and we don't know how long it will take. My trust in TurboTax is gone.
I've also had the same issue, and not ONCE in talking to a technician (4 or 5 over the past week) have they acknowledged that these is a bug, they're aware of it, and will notify me once it's fixed.
I've now completed my tax return(s) twice (about 8 hours of work) and am unable to file due to this loop that prevents me from proceeding.
Very frustrating for all of us.
I now think that at the very least, once it's fixed and assuming they can fix it by filing deadline, we should all be given a free return!
Thank you so much for getting as far as a case file #, I'm now registered to be emailed once it's fixed.
Fingers crossed.
My solution? I started a new return from scratch and disabled the pension optimizer. Very disappointing response from TurboTax. ("Just wait and we will fix it.") I had to give up waiting, as I had to get my taxes filed. I have lost confidence in the product, which I have used for over 20 years. The customer service reps were friendly and empathetic but ultimately they could not do anything to help.
I have exactly the same problem. After an hour and a half on the phone talking to a customer service representative who had no clue of what the problem was, I found your post. I told him the error report file# that you posted, and after a while, he came back and said that he found the error report, but the file number is actually 1351-5812-1098-1097-472 (and not 471). He said that he had included my email in the file so I will get an email notification when the problem is fixed. I can’t believe that TurboTax has not fixed this problem. I will patiently wait until late April, and if the problem is still not fixed, I will have to use some other software to file our 2024 tax returns. What a bummer!
It is very frustrating. I did get an email saying I have a code and it is under investigation. My taxes are complicated and I do not want to start over. I too are waiting till later in April and I will buy another product. But if they don’t fix this soon I will never use Turbo tax again after using it since doing taxes online was a thing. Fingers crossed.
Hello Moderator
I have the SAME exact issue on the French language side. I keep falling into a loop.
Seems that TurboIntuit is having this problem for OVER 2 months now - what's going on?
We NEED filing
I spent 1 hour + on thephone today to be told like everyone else that you are working on the problem.
Have you REALLY been working on this issue for 2 MONTHS wihtout fiding the solution???
Please get on this NOW !
What is your current ETA ?
thanks for the update, ASAP
@Bohcat We do not have an exact ETA, but we were informed this issue should be fixed within the next couple of days.
I will inform you all, here in this thread.
Thank you for your patience.
Thanks very much Veronique for this update. I was almost done with my spousal joint return at the end of Feb when I ran into that issue. I am patiently waiting as I already spent the ~$100 for that return and not mentally ready (yet) to migrate all my data to another platform, and my return is super complex and took me a long time to enter. I hope there will some justification or explanation as to why it took such a long time to come to resolution. I am waiting on a large sum back from CRA and it’s very unfortunate that I am waiting weeks and months.
Thanks again for your update, it is much appreciated.