Software Keeps kicking me out

Melimel
Melimel Member Posts: 1 Newcomer
in Filing my taxes

Everytime that I try to start a past year return, it just logs me out. Any suggestions on how to get past this?

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  • MatthewD
    MatthewD FreeTaxUSA Admin, FreeTaxUSA Agent Posts: 850 image
    Hi,

    Thank you for reaching out. I'm sorry to hear you're experiencing this issue when trying to access your past year return.

    This logout issue when accessing prior year returns can typically be resolved with a few troubleshooting steps:

    First, try clearing your browser:
    1. Clear your browser history, cache, and cookies
    2. Close all browser windows completely
    3. Reopen your browser and try again

    Make sure you're accessing the prior year correctly:
    1. Go to the FreeTaxUSA homepage
    2. Select "Account" at the top of the screen and choose "Prior Returns" from the drop-down menu
    3. Under the "Your prior tax return" section, select "Continue" or "Start Now" for the year you need
    4. Follow the prompt to the sign-in screen for that specific year
    5. Log in as a returning user

    Additional things to check:
    - If you're on a public or corporate network, this can sometimes cause timeout issues. Try using a home network if possible
    - Try using a different browser to see if that resolves the problem
    - Make sure you're not switching between different tax years while logged in, as this can cause the system to log you out

    If you continue to experience this issue after trying these steps, please sign in to your account and contact us through your Support Center so we can investigate further.

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