I tried to run pension optimizer and it timed out I close it and log out. When I log in it goes straight and runs the optimizer again. I am stuck in a loop. Help?

[TurboTaxAniqua]

@jackiemines65 We suggest you to contact our Product support team.

[vic181]

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? 

[jackiemines65]

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. 

[Drouseb]

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?

[Drouseb]

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.

[TurboTaxAniqua]

@vic181 We are aware of this issue and our development team is working for a resolution. We appreciate your patience.

[SuzyQC]

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.

[pamelasearle]

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. 

[SuzyQC]

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.

[Keoni989]

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!