TurboTax Standard Desktop 2024 - The program keeps bouncing back at the Netfile stage saying that the OEPTC needs information to support the claim. I did this. Over&again

[JulesBell]

It continues to loop me back to the Ontario Energy and Property Tax credit page to enter supporting information. I HAVE included address, number of months, tax amount paid, City name, tax roll number. This is the same that I have done every year, in the same way. Why is it bouncing it back now? I called CRA and they said it is a Turbo Tax issue.

[CaliA1]

Hi @JulesBell 

This issue can be frustrating, especially when nothing appears to have changed in the information you’ve been entering year after year. Here are some factors and troubleshooting steps you might consider:
1. Software updates or validation changes by TurboTax: 
  • TurboTax Desktop often updates its forms and internal validations to align with any new CRA requirements or interpretations. Even if you’re entering the same details as previous years, there may have been a change in how the software validates the Ontario Energy and Property Tax Credit (OEPTC) information. 
  • Verify that you are running the latest software update for TurboTax Standard Desktop 2024. Sometimes, issues like these are addressed in patches released shortly after the tax software version launches.
2. CRA or policy changes: 
  • It’s possible that CRA or the provincial government has updated the form instructions or the information that must be entered to support the OEPTC claim. Even a minor change (such as a new way of reporting the address or additional specific details regarding the tax roll number or the number of months) could trigger the validation error. 
  • Check the CRA’s website or the guide for the OEPTC to see if any subtle changes have been announced that might require additional or differently formatted information.
3. Data formatting or entry issues: 
  • Although you’re entering data as in previous years, double-check that every field is populated exactly as required. For example, sometimes a leading zero, a specific abbreviation for the city, or the precise formatting of the tax roll number might be causing the software to think the information is incomplete or out of sync with its records. 
  • Look carefully for any error messages or highlighted fields on the OEPTC page within TurboTax. Even a single formatting error could cause the system to “bounce” you back.
4. Possible bug or glitch with TurboTax 2024: 
  • If the above steps don’t resolve the issue, it could be a temporary bug within the 2024 desktop version that is causing it to repeatedly ask for supporting details. 
  • In that case, checking TurboTax’s support forums or contacting their technical support might reveal if others are experiencing the same issue and if there is a known workaround or an upcoming patch.Recommended next steps: 
  • Ensure all fields are filled exactly as required and review the OEPTC guidance provided by both TurboTax and CRA. 
  • Update TurboTax if an update is available. 
If the problem persists, consider contacting TurboTax support for detailed assistance 

at 1-888-829-8608.During tax season (from CRA NETFILE opening (February 24, 2025) to the regular filing deadline (April 30, 2025), we're available 7 days a week during these hours: 9 AM to midnight ET for English support and 9 AM to 9 PM ET for French support - During the rest of the year (up until February 23, 2025, and from May 1, 2025 to mid-February 2026, we're available Monday through Friday, 9 AM to 6 PM ET for English and French support.

By following these steps, you’ll be better equipped to identify whether the issue is due to updated requirements, a data entry nuance, or a glitch within the software. Good luck, and I hope you’re able to resolve the issue quickly!

[JulesBell]

I just got off the phone with support and escalation. 

The TurboTax program information on credit eligibility is WRONG.

The link to determine eligibility in the TurboTax paid desktop version shows one thing and the Ontario.ca website shows another thing. 

TurboTax has updated their eligibility guidelines incorrectly!! They no longer match the Ontario OEPTC guidelines.

This has resulted in the WRONG person in my family claiming the OEPTC.

In the past, OEPTC could be claimed by anyone living in a household where property taxes are paid - either by them or on their behalf. This is what the TurboTax guidelines continue to reflect.

However, the Ontario.ca website has been adjusted for 2025 to show that ONLY the person who actually pays the taxes out of their income can apply.

Current 2024 filing information: https://www.ontario.ca/page/ontario-trillium-benefit#section-2

Archived 2023 filing information: https://www.canada.ca/en/revenue-agency/services/forms-publications/tax-packages-years/archived-gene...

What TurboTax Desktop PAID software says NOW!

So - now I can't even claim a tax credit that I am entitled to claim - because it was claimed on the return of one of my children instead, based on the TurboTax guidelines in the PAID program. 

Yes, we should understand the credits ourselves. BUT there was a small change in wording this year that affected eligibility (I doubt many people noticed and there was no fanfare) - reading the guidelines in TurboTax, it appeared unchanged so there was no reason to investigate further.

We aren't tax experts - we buy TurboTax to take the challenging understanding of the rules out of our hands. 

Combine this with the issues people have had with inadvertently claiming Childcare and Disability credits that they weren't entitled to claim, based on the tax program, and I have lost ALL faith in TurboTax. After buying the program for TEN years and recommending it to everyone, I am done. I will never use it again.

[JulesBell]

@CaliA1  This was NOT a ME error, this is a TurboTax error, as validated by TurboTax escalation. Two different phone experts couldn't figure it out. And even the escalation specialist struggled to figure it out.

I'm aware of formatting issues and I had updated the program multiple times and updated my computer. The specialist and the escalation specialist couldn't find ANYTHING that I had done incorrectly.

Until they asked if I was sure that the person that I was filing for was eligible.

I showed them the TurboTax eligibility guidelines through our screen-share - and all 3 of us agreed that she met them and I had entered everything correctly. There SHOULD have been no issues.

And then it occured to me that maybe the TurboTax guidelines were missing something - so we opened the Ontario.ca website and found the change - that was NOT accurately reflected in the TurboTax guidelines.

Total FAIL by TurboTax. 

[TurboTaxBrenda]

This is the information on the ON-BEN form from the government: https://www.canada.ca/content/dam/cra-arc/formspubs/pbg/5006-tg/5006-tg-24e.pdf. Please note that when completing a joint return, only 1 person can claim the Trillium Benefit. We apologize that  your experience with our phone support team was less than optimal.

There is no error on the TurboTax side; I hope this clarified things. 

Thank you for choosing TurboTax.

[JulesBell]

This is NOT a joint return.

Then someone needs to help me figure out what the problem is here. CRA says it is TurboTax. I can SEE the information on the forms view, but it continues to bounce back.