Master Your Taxes Together: A Step-by-Step Guide to Screen Sharing on TurboTax Desktop
Ever found yourself staring at your TurboTax Desktop screen, utterly stumped by a particular tax situation, and wishing you could just show someone what you're seeing? You're not alone! While TurboTax Desktop is designed for self-preparation, there are times when a little expert guidance, visually demonstrated, can make all the difference. This lengthy guide will walk you through the process of screen sharing on TurboTax Desktop, ensuring you can get the help you need with confidence.
Ready to conquer your tax return with a little extra support? Let's dive in!
Understanding Screen Sharing on TurboTax Desktop: What You Need to Know
Before we get into the "how-to," it's crucial to understand a few key aspects of screen sharing with TurboTax Desktop. Unlike some online platforms where screen sharing might be built directly into a general chat function, TurboTax Desktop's screen sharing capabilities are primarily designed for direct support from a TurboTax agent. This means you'll typically initiate a screen share during a phone call with their customer support.
There are generally two main types of screen sharing used by TurboTax agents:
SmartLook: This is designed to allow the agent to see only your TurboTax window. Personal Identifying Information (PII) like Social Security Numbers (SSNs) and account numbers are blocked out for your privacy. The agent can guide you by highlighting areas on your screen, but they cannot directly control your mouse or make changes.
Glance: In some cases, if more comprehensive troubleshooting is needed, an agent might ask you to use Glance. This program allows the agent to see your entire desktop and anything you have open. No Personal Identifying Information is blocked out with Glance. This is a more invasive form of screen sharing and should only be used if explicitly requested by a trusted TurboTax agent for complex issues, and with your full understanding and consent.
Important Note: Always be cautious about unexpected screen share requests. Ensure you are speaking with a legitimate TurboTax support agent and initiating the screen share through official channels. If something feels off, it probably is.
Step 1: Establish Contact with TurboTax Support
The first and most crucial step is to get in touch with a TurboTax support agent. Screen sharing on TurboTax Desktop is not something you can initiate independently without being connected to support.
Sub-heading: How to Reach a TurboTax Agent
Via Phone: This is the most common and often most effective way to initiate a screen share. Look for the "Contact Us" or "Help" section within your TurboTax Desktop software. You'll typically find an option to "Talk to a specialist" or "Get a callback."
Through the TurboTax Website: You can also visit the TurboTax support website and look for options to contact customer service via phone or chat. Be prepared for a wait, especially during peak tax season.
Engage with the agent: Once you connect with a TurboTax agent, clearly explain your issue. The more details you provide, the better they can understand if screen sharing is the appropriate solution. For example, "I'm having trouble understanding why my refund amount changed after I entered this specific form, and I'd like to show you my screen."
Step 2: Agent Initiates the Screen Share Request
Once the agent determines that a visual aid would be beneficial, they will initiate the screen share request from their end.
Sub-heading: What to Expect When the Request Comes
A Pop-up Invitation: You will typically see a pop-up window on your screen. This window will inform you that a TurboTax agent wishes to share your screen and will ask for your permission.
Review the Details: Carefully read the information presented in the pop-up. It should specify what the agent will be able to see (e.g., "only your TurboTax program" for SmartLook, or a broader statement for Glance).
Understanding the Scope: The agent should also verbally explain what they will be able to view. Don't hesitate to ask questions if you're unsure about the scope of the screen share.
Step 3: Granting Permission for Screen Sharing
This is where you give the agent access to your screen.
Sub-heading: Clicking "Accept" or "OK"
The Big Button: The pop-up window will have a button, usually labeled "Accept" or "OK", to grant permission. Click this button to proceed.
Security Prompts (Optional): Depending on your computer's security settings and the specific screen sharing tool being used (e.g., Glance might trigger more prompts), you might see additional security prompts asking for permission to run certain software or allow screen recording. Always verify that these prompts are from a legitimate source (Intuit/TurboTax) before approving.
Step 4: Observing the Screen Share
Once you've granted permission, the screen sharing session will begin.
Sub-heading: What You'll See and How It Works
Blue Box or Outline: Often, you'll see a blue box or outline around the area of your screen that the agent is viewing. For SmartLook, this will typically be around your TurboTax application window. For Glance, it might be around your entire screen. This visual cue helps you know what the agent can see.
Agent's Cursor/Highlights: The agent may have a red arrow or other highlighting tools that they can use to point to specific areas on your screen. They cannot directly click or type on your computer. You will need to perform the actions they instruct you to take.
Your Control Remains: Remember, you remain in control of your computer. The agent cannot navigate away from the TurboTax program (with SmartLook) or directly manipulate your files. You are still the one moving the mouse and typing.
Step 5: Collaborating with the Agent
Now that the screen share is active, you can work together to resolve your issue.
Sub-heading: Communicating Effectively
Follow Instructions: Listen carefully to the agent's instructions and follow them precisely.
Verbalize Actions: It's often helpful to verbalize what you're doing as you click or type, so the agent knows you're on the right track. For example, "Okay, I'm now clicking on 'Forms' as you suggested."
Ask for Clarification: If you don't understand an instruction, don't hesitate to ask for clarification. It's better to ask than to proceed incorrectly.
Guide Them: If the agent needs to see a different section of your TurboTax return, you will need to navigate there. They will prompt you to do so.
Step 6: Ending the Screen Share Session
Once your issue is resolved, or the agent has provided the necessary guidance, it's time to end the screen share.
Sub-heading: Disconnecting Securely
Agent Initiates Disconnect: Typically, the TurboTax agent will initiate the disconnection of the screen sharing session. They will inform you when they are ending the session.
Confirmation Message: You might see a confirmation message on your screen indicating that the screen sharing session has ended.
Manual Disconnect (If Necessary): If for any reason you need to end the screen share yourself (e.g., you feel uncomfortable, or the call disconnects prematurely), look for a "Disconnect," "End Session," or similar button on the screen sharing pop-up or interface. If you can't find one, closing the TurboTax application or restarting your computer will also terminate the screen share.
Step 7: Post-Screen Share Best Practices
Even after the session ends, a few steps can help ensure your security and peace of mind.
Sub-heading: What to Do After Disconnecting
Verify Disconnection: Double-check that the blue outline or any other screen sharing indicator is gone.
Log Out: Always log out of your TurboTax account after completing your tax filing or support session, especially if you're on a shared computer.
Review Your Return: Take some time to review your tax return after the session to ensure all changes and information are accurate.
Clear Cache and Cookies (Optional but Recommended): While not always strictly necessary, clearing your browser's cache and cookies can be a good general security practice after any online activity involving sensitive information.
By following these steps, you can effectively leverage screen sharing on TurboTax Desktop to get the expert assistance you need, all while maintaining control and understanding of your privacy.
10 Related FAQ Questions
Here are 10 frequently asked questions about screen sharing on TurboTax Desktop, with quick answers:
How to initiate screen sharing on TurboTax Desktop?
You cannot initiate it yourself directly; a TurboTax support agent must send you a screen share request during a live phone call.
How to ensure my personal information is protected during screen sharing?
TurboTax primarily uses "SmartLook" which blurs out sensitive PII like SSNs. For "Glance," be aware it shows your entire screen and no PII is blocked. Always confirm with the agent what tool they are using.
How to tell if a TurboTax agent can see my entire desktop?
If the screen share is using "SmartLook," only your TurboTax window will be visible, often indicated by a blue outline around just that window. If they are using "Glance," they can see your entire desktop. Always ask the agent for clarification if you're unsure.
How to end a TurboTax screen share session?
The agent will typically end the session. If you need to end it yourself, look for a "Disconnect" or "End Session" button on the screen share interface, or close the TurboTax application/restart your computer.
How to get a screen share code from TurboTax Desktop?
In the desktop version, if you're on the phone with an agent, they might instruct you to go to the "Online" menu option and then select "ScreenShare Code" to generate one for them.
How to know if the screen share request is legitimate?
Always ensure you initiated the contact with TurboTax support yourself through official channels (their website or within the software). Be wary of unsolicited requests or links sent via email or unexpected pop-ups.
How to use the agent's cursor or highlights on my screen?
You don't "use" them; the agent uses them to guide you by pointing or highlighting areas. You will still control your own mouse and keyboard to make the necessary clicks and entries.
How to prepare my desktop before a screen share?
Close any unnecessary applications or windows that contain sensitive personal or financial information not related to your tax return to minimize accidental exposure, especially if a "Glance" session is initiated.
How to troubleshoot if screen sharing isn't working?
Ensure your internet connection is stable. If issues persist, try restarting TurboTax or your computer, or clear your browser's cache and cookies. If still unsuccessful, inform the TurboTax agent, and they may offer alternative support methods.
How to get a refund if I'm uncomfortable with screen sharing after purchasing TurboTax Live?
While screen sharing is a core component of TurboTax Live's assisted features, if you are genuinely uncomfortable, you can discuss your concerns with TurboTax customer support. They may be able to offer alternative assistance or discuss refund options based on their terms of service.