Error keeps coming up

[usommer]

I have correctly entered my personal dat, autofilled CRA, and now starting on my self-employment data but I can't get beyond because it says I have an error. It keeps asking my to go over my persnal data but it's all correct and I can't proceed!

[TurboTaxVeronique]

Are you using TurboTax Online or Desktop? And can you send us a screenshot of the error message you receive?

Thank you for choosing TurboTax.

[usommer]

I bought the self-employed online edition.

[usommer]

20250222_105416.jpg

[TurboTaxVeronique]

@usommer Thank you for your quick answer. 

For this error, we suggest you to contact our product support team by phone. They have access to tools we don't have here in Community, like screenshare, and see the issues to escalate into an investigation if needed.

Thank you for choosing TurboTax.

[usommer]

Thank you Veronique, I will contact the product support team on Monday. I hope with screen sharing support they will be able to figure out my problem. I have never had this problem before with the other decktop software. I have been using turbor tax for many years and this year's version is not very good. I much prefer the previous version.

[usommer]

*correction desktop not decktop

[usommer]

Hi Veronique, I found out that although I wanted to purchase the desktop version which I have used for 15 years, I was told that it is no longer available and that I need to buy the online version. I downloaded that version only to find out later through hours on the phone and many tech people, that the online version is not compatible with the desktop version. I had to re-enter all my data manually to continue with my online software. Later when I spoke to a support member regarding my compensation request for all my time and agrivation she explanined to me that I can get the desktop version download online! Unfortunately it would not let me use my activtion license code again from my original purchase. At this time I have esculated my concerns to a manager and waiting for a call today to clear up this whole debacle! There must be many other people going through the same thing now that they don't sell CD's anymore for the desktop version? There should be a note on the online packaging and on their website to inform people. Also making both versions transferable would save a lot of time, confusion, frustration and a basic unprofessional profile for Turbo Tax.I do hope this information will help anyone who is going through the same error message. I will give you an update on my compensation request and my request to get my activation code working for the desktop version. I will be in touch.

[TurboTaxVeronique]

We understand the confusion and your frustration. Let me explain and give some clarity in all these different matters.

Yes, you are right, we do not sell CD's anymore but, in stores and on our website (under File myself), you have the possibility to buy the TurboTax Online version and the TurboTax Desktop version (see screenshots).

Unfortunately, you can't import your previous taxes year's data from TurboTax Online to TurboTax Desktop. TurboTax Online can't export anything other than a PDF file, and TurboTax Desktop can't open PDF files. Only .ttxx files. But, you can do it from Desktop to Online. You'll need the .ttxx file from prior year on the computer you are working on, to be able to import.

The codes for TurboTax Online will not work with TurboTax Desktop & vice-versa. If you bought the wrong version, you can request a refund for your TurboTax product within 60 days of the original purchase date by filling this form. Make sure to add a clear photo/scan of your receipt, where we can see the date of the purchase, the store, the product you bought and the price paid.

We would like to thank you for your feedback, we value your opinion and have shared all this information with the proper TurboTax team.

Thank you for choosing TurboTax.
 

[usommer]

Hi Veronique, Thank you for getting back to me regarding this matter. I need the desktop for Home Business Self-employed 12 returns. I was able to transfer my profile info and the introductory questions for my business but then I was up against the error message and I was told that the only way past that was to delete eveything I imported and put everything in manually again. NOT GOOD! So you see I have had a very difficult, arduous and confusing situation which is not over because unless I get some help through my esculated customer service , I am going to have to apply for a refund (which could take 60 days) for $170.00 and find a way to lay out that money again in the meantime to do my taxes on the desktop version. All of this does not add up to a happy customer what so ever.