Feeling a bit overwhelmed with TurboTax Live and thinking about making a change? You're not alone! Many users find themselves needing to adjust their tax filing strategy mid-season. Whether your tax situation simplified, or you simply prefer a different approach, canceling or downgrading TurboTax Live is a common request.
Before we dive in, let's make sure we're on the same page. Have you already paid for TurboTax Live, or are you just exploring options? The steps vary slightly depending on your current status. Regardless, we'll guide you through the process, step by step, so you can confidently move forward with your taxes.
Let's get started!
How to Cancel TurboTax Live: A Comprehensive Guide
Canceling TurboTax Live isn't always a straightforward "cancel subscription" button, especially if you've already engaged with an expert or paid for the service. It often involves either downgrading your service or, in some cases, starting over entirely. Here's a detailed breakdown of the steps you can take.
Step 1: Understand Your Current Status
This is the most crucial first step! Your ability to cancel or downgrade significantly depends on whether you've already paid for TurboTax Live and if you've utilized the expert advice.
Sub-heading: Have you paid for TurboTax Live yet?
If you haven't paid: Good news! If you're still in the process of preparing your return and haven't submitted payment, you can generally downgrade or even clear your return and start fresh without a cancellation process. You simply choose a different product.
If you have paid: This makes it a bit more complex. TurboTax's general policy states that subscription cancellations take effect at the end of the current subscription period, and they typically do not provide refunds or credits for partial subscription periods. However, there might be specific scenarios where a refund is possible, as we'll discuss later.
Sub-heading: Have you engaged with a TurboTax Live expert?
If you haven't used the expert feature: You'll likely have the option to remove or downgrade TurboTax Live directly within your account. This is the ideal scenario for a smoother transition.
If you have used the expert feature: This usually means you've committed to the TurboTax Live service for that tax year. Downgrading might still be possible, but it often involves clearing your return and starting over, or contacting customer support directly.
Step 2: Attempting to Remove TurboTax Live (Before Payment/Expert Use)
If you're still in the preparation phase and haven't paid or used the expert feature, this is your best bet for a clean removal.
Sub-heading: Navigating to Your Order Summary
Sign In: Go to the TurboTax website and sign in to your account.
Access Your Return: Ensure you're in the tax return you've been working on.
Find the "File" Section: Look for the "File" option in the navigation menu. This might be at the top or on a sidebar, depending on the TurboTax interface. If you don't see it, look for a menu icon (often three horizontal lines).
Proceed to Review Your Order: Click through the screens until you reach a section like "Just a few steps left..." or something similar, and then select "Start" or "Revisit" next to "Step 1: Review Your Order" (or a similarly named step).
Sub-heading: Looking for the "Remove" or "Downgrade" Option
On the "Your order summary" screen, carefully look for an option to "Remove TurboTax Live" or "Downgrade." This option is usually prominent if you haven't fully committed to the Live service.
If you see it, click it! This should remove the TurboTax Live service and adjust your pricing accordingly, likely reverting you to a lower-tiered TurboTax Online product.
Step 3: Clearing Your Return and Starting Over (If Downgrade Option Isn't Available)
If you've already clicked past the "Remove TurboTax Live" option, or if you've had some interaction with a Live expert and now want to change, clearing your return and starting over might be the most effective, albeit slightly more drastic, solution. This is only advisable if you haven't paid yet.
Sub-heading: Using the "Clear and Start Over" Feature
Sign In to TurboTax: Log in to your TurboTax Online account.
Open Your Return: Make sure you're in the tax return you want to clear.
Navigate to Tax Tools: On the left-hand menu, find and click on "Tax Tools."
Select "Clear and Start Over": Within "Tax Tools," you should see an option like "Clear and Start Over" or "Clear my return." Click this.
Confirm Your Decision: TurboTax will prompt you with a warning that this action will erase all your entered data. Be absolutely sure you want to do this before confirming!
Choose a New Product: After clearing, you'll be brought back to the product selection screen. Scroll down carefully as the Live options are often prominently displayed. Look for smaller text or links at the bottom of the product columns to select a lower-tiered or free edition that suits your needs. This allows you to start your taxes from scratch with a different product.
Step 4: Contacting TurboTax Customer Support
For situations where the above steps don't work, or if you've already paid and believe you qualify for a refund (e.g., due to a service issue), direct contact with TurboTax customer support is essential.
Sub-heading: Reaching Out to a Live Agent
Visit the TurboTax Support Page: Go to the official TurboTax support website (
ttlc.intuit.com Search for Your Issue: Type in "cancel TurboTax Live" or "downgrade TurboTax Live" into the search bar. This often provides helpful articles and community discussions.
Look for Contact Options: Within the support articles, look for options to "Contact Us," "Chat," or "Speak to an agent." TurboTax often uses virtual assistants first, so you might need to navigate a bit to get to a live person.
Be Prepared with Information: Have your TurboTax User ID, the email associated with your account, and details about your purchase (date, amount) ready. Clearly explain your situation and what you're trying to achieve (e.g., "I want to downgrade from TurboTax Live and haven't used the expert yet," or "I'm experiencing an issue with TurboTax Live and wish to cancel and request a refund").
Sub-heading: Understanding Refund Policies
As mentioned, TurboTax generally does not offer refunds for partial subscription periods. However, if you believe you were mistakenly charged, or if the service did not meet its advertised promise, you may have grounds to request a refund. Be polite but firm in your request, and explain your reasoning clearly.
For TurboTax Desktop software, there's a specific refund request form you can fill out within 60 days of purchase. This is different from TurboTax Online/Live services.
Step 5: What if you have a TurboTax Advantage Subscription?
If your TurboTax Live plan is part of a recurring TurboTax Advantage subscription, the cancellation process is slightly different.
Sub-heading: Managing Your Advantage Subscription
Sign in to your Intuit Account: Go to the Intuit website and sign in.
Locate "Cancel Membership" or "Remove Product": Within your account settings or subscription management section, look for an option to "Cancel Membership" or "Remove Product" for your TurboTax Advantage subscription. This will typically stop future recurring charges for that product.
Important Considerations and Tips:
Timing is everything: The easier it is to cancel or downgrade, the earlier you do it in the tax filing process and before engaging with Live experts or paying.
Read the Fine Print: Always review TurboTax's terms of service and refund policies before making any purchases or cancellations to fully understand your options.
Document Everything: If you contact customer support, note down the date, time, the name of the representative you spoke with, and a summary of your conversation. This can be helpful if further issues arise.
Consider Alternatives: If canceling TurboTax Live leaves you without a filing solution, explore other TurboTax products (like Deluxe or Premier) or alternative tax software options that better fit your needs and budget.
By following these steps, you should be able to effectively manage or cancel your TurboTax Live service. Remember, patience and clear communication are key, especially when dealing with customer support!
10 Related FAQ Questions
Here are 10 frequently asked questions, starting with "How to," related to canceling TurboTax Live, with quick answers:
How to check if I've paid for TurboTax Live?
You can check your payment status by logging into your TurboTax account and reviewing your "Order History" or "Billing Details" section.
How to downgrade from TurboTax Live to a lower-tier product?
If you haven't paid or used the expert, navigate to the "File" section, review your order, and look for a "Remove TurboTax Live" or "Downgrade" option. If you've passed that point and haven't paid, you might need to "Clear and Start Over" and select a different product.
How to get a refund for TurboTax Live?
Refunds are generally not issued for partial subscription periods. However, you can contact TurboTax customer support to discuss your specific situation if you believe you were wrongly charged or experienced a service issue that warrants a refund.
How to cancel TurboTax Live if I've already filed my taxes?
Once your taxes are filed, the TurboTax Live service for that tax year is considered complete. There's nothing to "cancel" for the current year, but you can ensure any recurring subscriptions (like TurboTax Advantage) are canceled for future years.
How to avoid being charged for TurboTax Live next year?
If you have a TurboTax Advantage subscription, sign in to your Intuit account and cancel the membership or remove the product to prevent automatic renewal for the next tax season.
How to contact TurboTax customer support for cancellation help?
Visit the TurboTax support website (
How to clear my TurboTax return and start from scratch?
In your TurboTax Online account, go to "Tax Tools" on the left-hand menu, then select "Clear and Start Over." Be aware this deletes all entered data.
How to know if I've used the TurboTax Live expert feature?
If you've had a video call, chat, or direct interaction with a tax expert within the TurboTax Live interface, you've used the feature.
How to switch from TurboTax Live to a CD/Download version?
You cannot directly "switch" an in-progress TurboTax Live Online return to a CD/Download version. You would typically need to clear your online return and then start fresh using the desktop software.
How to find my TurboTax order history?
Log in to your TurboTax account on the TurboTax website, and look for sections like "My Account," "Order History," or "Billing & Subscription."