Do you ever find yourself staring at your TurboTax app, completely stuck on a particular section, wishing someone could just show you what to do? You're not alone! Filing taxes can be complex, and sometimes, a visual guide from an expert is exactly what you need. That's where coBrowse on the TurboTax app comes in.
Imagine a TurboTax expert virtually sitting beside you, guiding your cursor, highlighting fields, and explaining exactly what information to enter, all in real-time, without ever taking control of your device. Sounds incredibly helpful, right? It is!
This comprehensive guide will walk you through the process of utilizing the cobrowse feature within the TurboTax app, ensuring you can get the expert assistance you need to file your taxes with confidence.
Step 1: Initiating Contact with TurboTax Support
Before you can cobrowse, you need to connect with a TurboTax expert. This usually happens when you encounter a problem or have a question that requires live assistance.
Sub-heading: Reaching Out for Help The most common way to initiate coBrowse is by contacting TurboTax customer support. You'll typically find options to connect with an expert within the app itself, often under a "Help" or "Support" section. This might involve:
Calling their support line: When speaking with an agent, they may suggest coBrowse if they deem it necessary to resolve your issue.
Using in-app chat: If available, a chat agent might also initiate a cobrowse session.
TurboTax Live: If you're using TurboTax Live, coBrowse is an integrated part of the expert assistance.
Sub-heading: Be Prepared to Explain Your Issue When you connect with an expert, clearly articulate the problem you're facing. The more information you provide, the better they can understand if coBrowse is the most effective solution for your specific situation. For instance, instead of saying "My taxes are wrong," try "I'm having trouble entering my K-1 income, and I'm not sure which box applies to my situation."
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| How To Cobrowse On Turbotax App |
Step 2: Receiving the Cobrowse Invitation
Once you've connected with a TurboTax expert and they've determined that coBrowse would be beneficial, they will initiate the session from their end.
Sub-heading: The Pop-Up Notification You'll typically see a pop-up notification or an on-screen prompt within your TurboTax app. This prompt will ask for your permission to start a cobrowse session. It's crucial to pay attention to this notification.
Sub-heading: Understanding What You're Agreeing To The pop-up will usually state that an agent wants to view your screen. It's important to understand that coBrowse with TurboTax is generally secure and designed with your privacy in mind. The agent can typically only see the content within the TurboTax application itself, and sensitive information like your Social Security Number (SSN) is often masked or redacted from their view. They cannot access other apps on your phone or take control of your device.
Important Note: While coBrowse is designed for security, if you are ever asked to download a separate, unfamiliar application for screen sharing outside of the official TurboTax app, exercise extreme caution and verify the legitimacy of the request. Always prioritize official in-app features.
Step 3: Granting Permission and Generating the Code
Tip: Keep your attention on the main thread.
This is the pivotal step where you enable the cobrowse session.
Sub-heading: Tapping "Accept" or "Allow" On the pop-up notification, you'll need to tap "Accept," "Allow," or a similar affirmative button to grant permission for the cobrowse session to begin. Without your explicit permission, the agent cannot see your screen.
Sub-heading: Sharing the Session Code After you accept, the TurboTax app will generate a unique, short session code. This code is the key that connects your app session to the agent's view. You will need to verbally provide this code to the TurboTax expert you are speaking with on the phone or type it into the chat if you're using that method.
Example: The pop-up might display "Share this code with your expert: 123456." You would then tell the agent, "My cobrowse code is 123456."
Step 4: Collaborating with the Expert
Once the code is shared and the connection is established, the real-time collaboration begins.
Sub-heading: Real-Time Guidance You'll notice that the TurboTax expert can now see your screen within the TurboTax app. They can:
Highlight specific areas: They might use a virtual pointer or highlight tool to draw your attention to a particular field or section.
Scroll the page: The agent can scroll up or down on the page you're viewing to help you navigate.
Explain complex concepts: They can verbally explain what certain terms mean or how to calculate specific deductions while you are looking at the relevant section of your tax return.
Sub-heading: Your Role in the Session Remember, in a cobrowse session, you remain in control of your device. The agent cannot type for you or click buttons on your behalf. They are there to guide you. Be prepared to:
Follow their instructions: They will tell you where to click, what to type, or which options to select.
Ask clarifying questions: If something isn't clear, don't hesitate to ask for further explanation. This is your opportunity to learn and ensure your taxes are filed correctly.
Confirm information: They may ask you to confirm details on your screen.
Step 5: Ending the Cobrowse Session
Once your issue is resolved or the expert has provided sufficient guidance, it's important to end the cobrowse session.
Sub-heading: Agent-Initiated Disconnect Typically, the TurboTax agent will end the cobrowse session from their end once they've finished assisting you. You might see a notification on your screen indicating that the session has ended.
Sub-heading: Manually Disconnecting (If Needed) If for any reason you need to end the session yourself, you should look for a "Disconnect," "End Session," or "Stop Sharing" button within the TurboTax app's interface or the cobrowse pop-up. It's always a good practice to ensure the session is fully disconnected once you're done.
Sub-heading: Confirming Session Closure After the session is ended, you should confirm that the blue box or any other visual indicator that the agent was viewing your screen is gone. If you're unsure, restarting the app or even your device can provide peace of mind.
Advantages of CoBrowse on TurboTax App:
Enhanced Clarity: Visual guidance makes complex tax forms and processes much easier to understand.
Reduced Frustration: No more trying to verbally describe what you're seeing or where you're stuck.
Increased Accuracy: Direct guidance from an expert can help prevent errors in your tax filing.
Time-Saving: Resolving issues quickly with visual aid can save you significant time.
Peace of Mind: Knowing an expert is guiding you through the process can reduce anxiety about filing correctly.
Tip: Compare what you read here with other sources.
10 Related FAQ Questions:
How to know if coBrowse is available on my TurboTax app version?
CoBrowse is generally available when you connect with a live TurboTax expert through their support channels (phone or chat). If the option is not presented, it might not be necessary for your issue or your specific app version may not fully support it for all types of interactions.
How to ensure my privacy during a cobrowse session with TurboTax?
TurboTax's cobrowse feature is designed to mask sensitive information like SSNs and generally limits the agent's view to only the TurboTax application itself, not your entire device or other open apps. Always ensure you are on the official TurboTax platform when initiating a session.
How to tell if a TurboTax agent is still coBrowse my screen?
During an active cobrowse session, you will typically see a visual indicator, such as a blue border around the TurboTax app window or a persistent pop-up. Once the session ends, this indicator should disappear.
QuickTip: Keep going — the next point may connect.
How to disconnect from a cobrowse session if I need to quickly?
Look for a "Disconnect," "End Session," or "Stop Sharing" button within the cobrowse interface or the main TurboTax app screen. If you can't find it, closing and reopening the app or even restarting your device will terminate the connection.
How to get a TurboTax expert to initiate a cobrowse session?
When speaking with a TurboTax expert, explain your issue clearly. If it's a visual or navigational problem, you can politely suggest, "Would it be helpful if you could see my screen using cobrowse?" They will initiate it if they deem it appropriate.
How to confirm the identity of the TurboTax agent I am coBrowse with?
When an agent initiates cobrowse, it's typically tied to your existing support call or chat session. You should only initiate cobrowse through official TurboTax channels (in-app prompts or agent-provided links during a support call).
QuickTip: Highlight useful points as you read.
How to resolve issues if the cobrowse session isn't connecting?
Ensure you have a stable internet connection. If the issue persists, try restarting the TurboTax app or, if on a desktop, your browser. You may need to re-engage with the TurboTax support agent to re-initiate the session.
How to find the cobrowse option if it's not immediately visible on my app screen?
The cobrowse option is usually not something you initiate directly as a user. It's a tool that the TurboTax support agent offers and activates from their end during a support interaction. You'll receive a prompt to accept it.
How to report concerns about a cobrowse session experience?
If you have any concerns or feel uncomfortable during a cobrowse session, you should immediately disconnect and then contact TurboTax customer support through their official channels to report your experience.
How to prepare for a cobrowse session to make it more efficient?
Before initiating cobrowse, have your relevant documents (W-2s, 1099s, etc.) readily available. Clearly define the specific section or problem within the TurboTax app that you need assistance with, so the expert can jump right in.
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