Navigating your taxes can be a complex and sometimes frustrating experience. You might encounter a puzzling error, get stuck on a particular section, or simply need an expert's eyes on your return. That's where screen sharing with a TurboTax expert can be incredibly helpful! It allows a support agent to see exactly what you're seeing on your TurboTax screen, making it easier for them to guide you to a solution.
The Power of Visual Guidance: Why Screen Sharing on TurboTax is Your Secret Weapon
Imagine trying to explain a complex map route over the phone – it's tough, right? Now imagine showing the map directly to someone. That's the difference screen sharing makes when you're working on your taxes with TurboTax. Instead of trying to articulate every field, error message, or confusing prompt, you can show it to a TurboTax support agent. This visual collaboration can dramatically speed up problem-solving and ensure you get the most accurate and efficient help possible.
Ready to demystify your tax return with an expert by your side? Let's dive in!
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| How To Share My Screen On Turbotax |
Step 1: Initiate Contact with TurboTax Support (and Get Ready to Connect!)
The first step to screen sharing is to establish contact with TurboTax customer support. You can't just spontaneously share your screen; it needs to be initiated by an agent during a support interaction.
Sub-heading: Choose Your Preferred Support Method
TurboTax offers various ways to get help. While some options might lead to screen sharing, others are primarily for general inquiries.
Tip: Absorb, don’t just glance.
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Phone Support: This is often the most direct route to screen sharing. When you speak to an agent on the phone, they can guide you through the process of initiating a screen share session.
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Chat Support: While chat support is excellent for quick questions, it might transition to a phone call if the issue requires a more in-depth, visual explanation. If so, be prepared to move to a call.
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TurboTax Live: If you're using TurboTax Live, screen sharing is an integral part of the service. You'll be connected directly with a tax expert who can co-browse with you.
Pro Tip: Have your TurboTax account details ready before you reach out. This will help the agent quickly verify your identity and access your return if needed.
Step 2: The Agent's Invitation – Accepting the Screen Share Request
Once you're connected with a TurboTax support agent and they determine that screen sharing would be beneficial, they will send you an invitation to start the session.
Sub-heading: Understanding the Types of Screen Sharing
TurboTax typically uses two main types of screen sharing, each with different levels of visibility:
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SmartLook (Recommended for Privacy): This is the more secure and commonly used option. SmartLook allows the agent to see only your TurboTax window. Crucially, all Personal Identifying Information (PII) like Social Security numbers, bank account details, and full addresses are blocked out or blurred for the agent's view. If you edit a field that contains identifying information, there's a small chance they might briefly see it as you type, but generally, it remains obscured. The agent can also use a cursor to point things out on your screen, but they cannot control your computer or make any changes to your return. You remain in full control.
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Glance (Less Common, Broader Access): In some very specific and rare circumstances, an agent might request to use Glance. This program allows the agent to see your entire desktop and anything you have open on your computer. No Personal Identifying Information is blocked out with Glance. It's crucial to be aware of this difference. If an agent requests Glance, you should question why it's necessary and ensure you close any sensitive applications or documents before agreeing.
Important Security Note: Always ensure you are communicating with an official TurboTax representative. If you receive an unsolicited request to screen share or feel uncomfortable, err on the side of caution and verify the agent's legitimacy through official TurboTax contact channels.
Step 3: Granting Permission and Starting the Session
QuickTip: Pause after each section to reflect.
Once the agent sends the invitation, you'll see a pop-up window on your screen.
Sub-heading: Clicking "Accept" or "OK"
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Read the Prompt: Carefully read the message in the pop-up window. It will explain what type of screen sharing is being initiated (usually SmartLook/Cobrowse) and what the agent will be able to see.
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Click "Accept" or "OK": To proceed, you'll need to click the designated button to grant permission. This action initiates the screen sharing session.
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Wait for Connection: There might be a brief moment while the connection is established. Once connected, the agent will confirm that they can see your screen.
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Step 4: Collaborating with the Agent
Now that your screen is being shared, you can work together with the TurboTax agent to resolve your issue.
Sub-heading: Follow the Agent's Lead and Provide Information
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Explain Your Issue Clearly: Even though they can see your screen, articulate the problem you're facing. Point to specific fields or sections as you describe what's going wrong.
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Navigate as Instructed: The agent will likely guide you on where to click, what to type, or which sections of your return to open. Remember, they can't control your mouse or keyboard (with SmartLook). You'll be doing the actual navigation.
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Ask Questions: Don't hesitate to ask for clarification if something is unclear. This is your opportunity to get expert guidance.
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Confirm Understanding: Before moving on, ensure you fully understand the solution or advice provided.
Consider This: While screen sharing is powerful, some issues might require the agent to access a "sanitized" diagnostic copy of your tax file. This is a separate process where a copy of your return is generated with all personal identifying information removed, allowing them to analyze the data without seeing your sensitive details. The agent will guide you if this is necessary.
Tip: Reread sections you didn’t fully grasp.
Step 5: Ending the Screen Share Session
Once your issue is resolved, it's important to properly end the screen sharing session.
Sub-heading: Disconnecting Securely
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Agent Initiates Disconnection: Typically, the TurboTax agent will end the screen sharing session once your problem is addressed. They will inform you that they are disconnecting.
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Verify Disconnection: You might see a confirmation message on your screen indicating that the session has ended.
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Manual Disconnection (if needed): If for any reason you need to end the session yourself, look for a "Stop Screen Share" or "End Session" button. This might be visible as a small floating window or within the TurboTax application itself. If you can't find it, simply closing your browser or the TurboTax desktop application will also terminate the connection.
Crucial Reminder: After any screen sharing session, especially if you used Glance, it's a good practice to restart your computer to ensure all connections are fully terminated.
By following these steps, you can effectively leverage TurboTax's screen sharing feature to get the assistance you need with confidence and peace of mind.
Frequently Asked Questions (FAQs) about TurboTax Screen Sharing
Here are 10 common questions about sharing your screen on TurboTax, with quick answers:
How to know if a TurboTax screen share request is legitimate? Always initiate the contact with TurboTax support yourself. If an agent asks to screen share, it's typically legitimate. Be wary of unsolicited requests.
QuickTip: Reading twice makes retention stronger.
How to ensure my personal information is protected during screen sharing? TurboTax primarily uses SmartLook, which blurs out or blocks personal identifying information (SSN, bank details, etc.) from the agent's view. You remain in control of your mouse.
How to decline a screen share request if I'm uncomfortable? You have every right to decline a screen share request. Simply inform the agent that you prefer not to share your screen and ask if there are alternative ways they can assist you.
How to restart my computer after a screen share session? To restart your computer, go to your operating system's start menu (Windows) or Apple menu (Mac) and select "Restart."
How to get a screen share code from TurboTax? You typically don't "get" a code in advance. The agent you're speaking with will initiate the screen share and a pop-up will appear on your screen for you to accept.
How to tell if the agent can see my entire desktop or just TurboTax? Ask the agent directly! They should inform you if they are using SmartLook (TurboTax window only) or Glance (entire desktop). Always assume SmartLook unless otherwise stated.
How to end a screen share session if it's not automatically ended? Look for a "Stop Screen Share" or "End Session" button, often a small floating window or within the TurboTax interface. Closing your browser or the TurboTax application will also end it.
How to prepare for a screen sharing session with TurboTax? Ensure you have a stable internet connection, close any unnecessary or sensitive applications, and have your TurboTax open to the relevant section you need help with.
How to share my tax file with an agent instead of my screen? TurboTax also has a "Share my file with Agent" feature which creates a "sanitized" diagnostic copy of your return (with PII removed) for the agent to review. The agent will guide you on how to do this if necessary.
How to troubleshoot if I'm unable to screen share with TurboTax? Try clearing your browser's cache and cookies, use a different web browser, or try the TurboTax phone app. If issues persist, contact TurboTax customer support for further assistance.
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