You're in the middle of preparing your taxes with TurboTax, perhaps with the helpful guidance of a tax expert via screen share, when suddenly you need a moment of privacy. Maybe a sensitive document just popped up, or a family member walked into the room. Whatever the reason, knowing how to pause or end your screen share session is crucial for maintaining your privacy and control.
While TurboTax's screen sharing features are designed to be secure and only show specific parts of your screen (depending on the type of sharing), it's always smart to know how to take immediate action when you need to. Let's dive into a comprehensive, step-by-step guide on how to manage your screen share on TurboTax, ensuring your peace of mind throughout your tax preparation journey.
Your Guide to Pausing or Ending TurboTax Screen Share
Step 1: Identify Your Screen Sharing Method
Before you can pause or end your screen share, you need to understand which method of screen sharing you're currently using with TurboTax. TurboTax primarily uses two types of screen sharing tools when you're interacting with a tax expert:
Sub-heading: SmartLook (Co-browse)
SmartLook is the most common and generally the safest option. When using SmartLook, the TurboTax agent can only see your TurboTax window. All personal identifying information (PII) is typically blocked out. This means things like your Social Security Number, bank account numbers, etc., should be obscured on their end. They can highlight areas on your screen and guide you, but they cannot control your mouse or keyboard.
Sub-heading: Glance (Full Desktop Share)
In some cases, especially if you're experiencing technical issues beyond the TurboTax application itself, an agent might ask you to use Glance. This is a more comprehensive screen share that allows the agent to see your entire desktop and anything you have open on your computer. With Glance, no personal identifying information is blocked out. This is why it's especially important to be aware and know how to control it.
Engage with me here: Can you recall if the agent mentioned "SmartLook" or "Glance" when you started your screen share? Or did you perhaps see a specific prompt pop up on your screen that indicated the type of sharing? Knowing this will help us determine the best approach!
Step 2: Locating the Screen Share Controls
Once you have a general idea of the screen sharing method, the next step is to find the controls that allow you to pause or stop the session. These controls are usually quite prominent when a screen share is active.
Sub-heading: For SmartLook (Co-browse) Sessions
If you're using SmartLook, you'll typically see a small, persistent bar or window on your screen that indicates the screen sharing is active. This bar usually contains options to manage the session.
Look for a "Stop Sharing" or "End Session" button: This is often a clearly labeled button within the SmartLook interface. It might be red or a distinct color to make it stand out.
Check for a "Pause" option: While "stop" is more common, some interfaces might offer a "pause" function that temporarily freezes what the agent sees without fully disconnecting. If present, it will be a clear button.
Closing the TurboTax window: Since SmartLook is often tied to the TurboTax application itself, closing the TurboTax window or signing out of your TurboTax account may terminate the screen share. However, it's always best to use the dedicated "Stop Sharing" button first to ensure a clean disconnection.
Sub-heading: For Glance (Full Desktop Share) Sessions
If you're in a Glance session, the controls might be slightly different as it's a separate application running on your computer.
Look for a floating toolbar or icon: Glance usually provides a small, often discreet, floating toolbar on your desktop. This toolbar will have options to control the session.
Find the "Stop Sharing" or "Disconnect" button: This will be your primary way to end the session. It's crucial to locate and click this button when you need to stop sharing your entire desktop.
Check your system tray (Windows) or menu bar (Mac): On Windows, you might find a Glance icon in your system tray (near the clock). Right-clicking this icon could reveal options to disconnect. On Mac, check your menu bar at the top of the screen for a similar icon.
Closing the Glance application: If you can identify the Glance application running, you can attempt to close it directly. This might be visible in your task manager (Ctrl+Shift+Esc on Windows) or Activity Monitor (Mac).
Step 3: Taking Immediate Action to Pause or End
When privacy is paramount, quick action is key.
Click the "Stop Sharing" button immediately: This is the most direct and reliable way to end any screen sharing session. Don't hesitate.
Communicate with the agent (if possible and safe to do so): If you can, briefly inform the agent that you need to pause or end the screen share for a moment. A simple "Please hold on, I need to pause the screen share" is sufficient. This can help them understand the sudden disconnection and prepare for reconnection if needed.
Minimize sensitive windows: If you're in a full desktop share (Glance) and haven't yet ended the session, immediately minimize or close any windows containing sensitive or personal information that you don't want the agent to see. This is a temporary measure until you can fully stop the share.
Consider disconnecting from the internet: As a last resort, if you're unable to find the controls or the session seems to be stuck, temporarily disconnecting your internet connection (e.g., turning off Wi-Fi, unplugging Ethernet) will forcibly end the screen share. Remember to reconnect once you've addressed your privacy concern.
Step 4: Verifying the Screen Share Has Ended
It's vital to confirm that your screen is no longer being shared after you've taken action.
Look for the screen sharing indicator to disappear: The small bar, window, or icon that indicated active screen sharing should no longer be present on your screen.
Confirm with the agent (if you're still on the call): Ask the agent, "Can you still see my screen?" Their confirmation will provide immediate assurance.
Attempt to open a sensitive document: If you're paranoid, open a document or window you wouldn't want them to see. If you've successfully ended the share, they won't be able to see it.
Step 5: Re-initiating Screen Share (If Necessary)
If you only paused or temporarily ended the screen share, and you still need the expert's assistance, you'll need to re-initiate the session.
Inform the agent you're ready to resume: Let them know you've addressed your concern and are ready to share your screen again.
Follow the agent's instructions: They will typically send you a new prompt or guide you through the steps to start a fresh screen sharing session. This often involves clicking a link or a button within the TurboTax interface.
Important Considerations for TurboTax Screen Sharing
Privacy vs. Assistance: TurboTax experts are there to help, and screen sharing can be incredibly efficient for troubleshooting and guidance. However, you always have the right to control what is seen on your screen. Don't feel pressured to share more than you're comfortable with.
Understanding Data Obscuration: While SmartLook aims to obscure PII, it's a good practice to be mindful of what's displayed, especially if you're quickly navigating or opening other applications.
Desktop vs. Online Version: The behavior of screen sharing can differ slightly between the TurboTax desktop software and the online version. Generally, the online version offers more limited screen share capabilities (often restricted to the TurboTax window), while the desktop version might allow for broader sharing if you agree to it. Always be aware of what you're consenting to.
Technical Glitches: Rarely, a screen share might not end immediately. In such cases, calmly repeat the "Stop Sharing" action, or if necessary, resort to temporarily disconnecting your internet as a fail-safe.
10 Related FAQ Questions
How to end a TurboTax Live screen share?
To end a TurboTax Live screen share, look for the "Stop Sharing" or "End Session" button on the screen sharing control panel, which is typically a small floating window or bar. Clicking this will immediately disconnect the session.
How to ensure my personal information is protected during a TurboTax screen share?
When using TurboTax's SmartLook feature, your personal identifying information (like SSN, bank account numbers) is generally blocked out from the agent's view. For full desktop shares (Glance), no information is blocked, so it's crucial to only display your TurboTax window and avoid opening sensitive documents.
How to know if I'm using SmartLook or Glance for screen sharing on TurboTax?
The TurboTax agent will usually inform you which tool they are using. You might also see a distinct pop-up or interface on your screen indicating "SmartLook" or "Glance," or the prompt might specify whether they can see your entire desktop or just the TurboTax application.
How to pause a TurboTax screen share if there's no "pause" button?
If a direct "pause" button isn't available, the most effective way is to click "Stop Sharing." You can then re-initiate the screen share when you're ready to resume, effectively achieving a "pause" by stopping and restarting.
How to prevent a TurboTax agent from seeing my other open applications?
When initiating a screen share, always opt for SmartLook or a similar "application-specific" sharing option if available. If a full desktop share (Glance) is necessary, close or minimize all other applications before agreeing to share your screen.
How to troubleshoot if the "Stop Sharing" button isn't working on TurboTax?
If the "Stop Sharing" button is unresponsive, try clicking it repeatedly. If it persists, attempt to close the TurboTax application or browser tab. As a last resort, temporarily disconnect your internet connection (turn off Wi-Fi or unplug Ethernet) to force a disconnection.
How to reconnect to a TurboTax screen share after accidentally ending it?
Inform the TurboTax agent that you accidentally ended the session. They will guide you through the process of re-initiating the screen share, often by sending you a new invitation or instructing you to click a button in your TurboTax interface.
How to report a privacy concern related to TurboTax screen sharing?
If you have a privacy concern, immediately end the screen share. Then, contact TurboTax customer support through their official channels (phone or chat) and explain your concern in detail. Document the date, time, and agent's name (if known).
How to get a screen share code in TurboTax?
A screen share code is typically provided by the TurboTax agent when they initiate a screen sharing session with you. You won't usually generate one yourself; the agent will prompt you with the code or the method to connect.
How to confirm the agent can no longer see my screen after ending the share?
After clicking "Stop Sharing," visually confirm that the screen sharing indicator (the small bar or window) has disappeared. You can also verbally ask the agent, "Can you confirm you can no longer see my screen?" for immediate reassurance.