Tackling your taxes can feel like navigating a maze, especially when you encounter a tricky situation and wish you could just show someone what you're looking at. If you're using the TurboTax mobile app and find yourself in this exact predicament, you might be wondering about screen sharing. While direct screen sharing in the traditional sense (where you initiate a share of your entire phone screen) isn't typically available for privacy and security reasons, TurboTax offers an incredibly helpful feature called SmartLook (sometimes referred to as "Advanced Co-Browse" or "Share my file with Agent") that allows a tax expert to see your TurboTax window without seeing your entire phone or personal information outside the app.
This is a game-changer! Imagine having a tax expert virtually looking over your shoulder, highlighting areas, and guiding you directly within the app. It eliminates the frustration of trying to explain complex tax forms over the phone. Let's dive into how you can leverage this powerful tool to get the assistance you need.
The TurboTax Mobile App and Screen Sharing: A Visual Guide to Getting Expert Help
Getting live, visual help within the TurboTax mobile app is a streamlined process designed to keep your sensitive tax information secure while providing effective support. Here's a step-by-step guide to connecting with a tax expert and utilizing the SmartLook feature.
Step 1: Are You Ready to Get Real-Time Expert Help?
Before we even begin, ask yourself: "Do I have a specific question or a section I'm stuck on where seeing my screen would genuinely help a tax expert assist me?" If the answer is yes, then you're in the right place! SmartLook is incredibly valuable for:
Understanding confusing questions: When you're unsure how to answer a particular prompt.
Locating specific input fields: If you can't find where to enter certain tax documents.
Troubleshooting errors or warnings: When the app flags something you don't understand.
Reviewing your entries: To get a second set of expert eyes on your progress.
Important Note: The SmartLook feature is typically available with TurboTax Live products (Assisted or Full Service), which offer access to tax experts. If you're using the Free Edition, you might need to upgrade to access this level of support.
Step 2: Initiating Contact with a TurboTax Expert
To enable screen sharing (SmartLook), you first need to connect with a TurboTax expert. This usually happens through a chat or phone call within the app or website.
Sub-heading: Accessing Live Help within the App
Open the TurboTax Mobile App: Launch the TurboTax app on your smartphone or tablet.
Sign In: Make sure you are signed in to your TurboTax account.
Navigate to Help/Support: Look for a "Help" icon (often a question mark) or a "Live Help" option within the app's interface. The exact location might vary slightly depending on your app version and product.
Select "Connect with live help" or "Talk to a specialist": You'll usually be prompted to type in your question first. After that, you'll see options to connect with a live representative via chat or phone call.
Choose Your Preferred Contact Method:
Chat: This is often the quickest way to get started and is usually the pathway to initiating SmartLook.
Phone Call: If you prefer to speak directly, you can request a callback.
Step 3: Activating SmartLook (Screen Sharing)
Once you're connected with a TurboTax expert (either via chat or phone), they will guide you through the process of activating SmartLook. They cannot simply "see" your screen without your explicit permission.
Sub-heading: The Invitation Process
Expert Initiates Request: The TurboTax expert will send you an invitation to enable SmartLook. This will appear as a pop-up on your mobile app screen.
Review the Pop-Up: Carefully read the information presented in the pop-up. It will typically explain what the expert can see and assure you that personal identifying information (like your Social Security Number) is blocked out by default.
Important Security Detail: TurboTax uses a technology called SmartLook (powered by Glance) that is designed to only show the agent your TurboTax window. It blurs out or masks sensitive personal information like your Social Security Number, bank account details, etc. However, if you edit a field containing identifying information while sharing, there's a chance it might briefly appear before being re-masked. Always be mindful of what you're doing on screen.
Grant Permission: To proceed, you'll need to tap "OK" or "Accept" on the pop-up to grant the expert permission to view your TurboTax app screen.
Sub-heading: What the Expert Sees (and Doesn't See)
Once SmartLook is active:
The expert will see a live view of your TurboTax mobile app screen.
They can use a cursor or highlighting tool to point to specific areas on your screen, guiding you visually.
They cannot control your phone, type, or make changes to your tax return directly. You remain in control of your device and the input.
They can only see what's within the TurboTax app window. They cannot see your home screen, other apps, notifications, or any other personal information outside the TurboTax app.
You might see a blue box or outline around the TurboTax app window, indicating that SmartLook is active.
Step 4: Collaborating with Your Tax Expert
With SmartLook active, the collaboration becomes much more efficient.
Sub-heading: Engaging with the Expert
Describe Your Issue: Clearly articulate your question or the problem you're facing.
Follow Expert's Guidance: The expert will use their cursor or highlighting tool to direct your attention to relevant fields, questions, or sections within the app.
Make Necessary Changes: Based on their guidance, you will be the one inputting information, selecting options, or navigating through the app.
Confirm Understanding: Don't hesitate to ask for clarification if something isn't clear. The visual aid makes it easier to confirm you're on the same page.
Step 5: Ending the SmartLook Session
It's crucial to end the SmartLook session properly for your security and privacy.
Sub-heading: Disconnecting from the Expert
Expert Will Disconnect: Once your issue is resolved, the TurboTax expert will typically end the SmartLook session from their end.
Look for Confirmation: You might see a message on your screen confirming that the session has ended, and the blue box/outline should disappear.
Manually Disconnect (If Needed): If for any reason you need to end the session yourself, there will usually be an option within the SmartLook interface (often a small "X" or "End Session" button) on your screen. Tap this to immediately terminate the screen share.
Close the App (Optional but Recommended): After the session, you can close the TurboTax app completely to ensure all connections are terminated.
Important Considerations for Screen Sharing on TurboTax Mobile
Internet Connection: A stable and strong internet connection (Wi-Fi is ideal) is crucial for a smooth SmartLook experience.
Privacy and Security: While TurboTax employs measures to protect your PII, always be cautious. Avoid navigating outside the TurboTax app during a SmartLook session.
Version Compatibility: Ensure your TurboTax mobile app is updated to the latest version to access the most current features and optimal performance.
Browser vs. App: While this guide focuses on the mobile app, similar screen sharing capabilities exist for the desktop/web version of TurboTax. The process might vary slightly.
By following these steps, you can effectively use the TurboTax mobile app's SmartLook feature to get personalized, visual assistance from tax experts, making your tax filing process smoother and more confident!
10 Related FAQ Questions
Here are 10 frequently asked questions about getting help and screen sharing on the TurboTax mobile app:
How to contact a live person on the TurboTax mobile app?
You can contact a live person on the TurboTax mobile app by signing in, tapping on the "Help" or "Live Help" icon (often a question mark), and then selecting the option to chat or request a call with a specialist.
How to enable SmartLook on the TurboTax app?
SmartLook is enabled by a TurboTax expert when you're connected with them for assistance. They will send you an invite pop-up on your screen, which you need to accept to activate it.
How to know if a TurboTax expert can see my screen?
When SmartLook is active, you will typically see a blue outline or box around your TurboTax app screen, indicating that the expert is viewing your session.
How to ensure my personal information is private during screen sharing?
TurboTax's SmartLook technology is designed to automatically mask or blur out sensitive personal identifying information (PII) like Social Security Numbers within the TurboTax application when viewed by the agent.
How to disconnect from a SmartLook session on TurboTax?
The TurboTax expert will usually disconnect the SmartLook session once your issue is resolved. You can also manually disconnect by looking for an "End Session" or "X" button on your screen within the active SmartLook window.
How to troubleshoot if SmartLook isn't working on my mobile app?
If SmartLook isn't working, try ensuring you have a stable internet connection, restart the TurboTax app, clear the app's cache (if your device allows), or try updating the app to the latest version. If issues persist, contact TurboTax customer support.
How to get help without screen sharing on the TurboTax mobile app?
You can still get help by chatting or speaking with a TurboTax expert over the phone, explaining your situation verbally. TurboTax also offers a comprehensive FAQ section and community forums for self-help.
How to upgrade to a TurboTax Live product to access expert help?
You can typically upgrade to a TurboTax Live product (Assisted or Full Service) directly within the mobile app during your tax filing process, or by visiting the TurboTax website and choosing the Live option before starting your return.
How to use the expert's cursor or highlighting tool during SmartLook?
You don't "use" it; the expert uses it to guide you. You will see their cursor or highlights appear on your screen, pointing to specific areas or information within your TurboTax app.
How to review what the expert saw during a SmartLook session?
TurboTax does not typically provide a recording or log of what the expert saw during a SmartLook session. The purpose is real-time assistance, and your privacy is maintained by the masking of sensitive data.
