Getting an error when trying to register for a Free File account on FreeTaxUSA - says my account isn't eligible?

So I'm trying to do my taxes through the Free File program this year and I went with FreeTaxUSA. I started directly from the IRS Free File page and clicked through to the FreeTaxUSA site. I created what I thought was a normal account and started going through the setup process. I hadn't even entered any of my W-2 information yet when I got this weird message: "You've attempted to log in to FreeTaxUSA's 2019 Free File software with a full-service account. Full-service accounts are not eligible for Free File. If you'd like to access our Free File software, you'll need to create a new account via our Free File Page." I'm so confused because I literally just created this account through their Free File Page! Why is it telling me I have a "full-service account"? Has anyone run into this problem before? Do I seriously need to create a whole new account? I don't even understand what a "full-service account" is supposed to be since I've never used FreeTaxUSA before.

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18 comments

Morgan Washington

•8M

This is actually a common issue with FreeTaxUSA's system. What likely happened is that you either previously created an account on FreeTaxUSA's main website (not through the Free File portal) or your email was somehow associated with a regular account in their system. FreeTaxUSA participates in the IRS Free File program, but they also offer their own commercial services outside of that program. The systems don't communicate well with each other. When you access FreeTaxUSA through the IRS Free File portal, you need to create a completely new account that's specifically designated as a Free File account. Try clearing your cookies and browser cache, then go back to the IRS Free File page (not directly to FreeTaxUSA) and start over. When you create your new account, use a different email address than whatever you might have used before. That should resolve the issue.

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Morgan Washington

•8M

It's definitely possible someone else used your email for an account, especially if you have a common email address or if you've ever shared it. FreeTaxUSA's system sometimes flags emails that look similar to existing accounts too. Another possibility is that you clicked through from the IRS site but somehow got redirected to their regular service instead of their Free File service. Their URLs look very similar. Regardless, using a different email address when creating a new account should bypass this issue. You could also try contacting their customer support directly, as they can check what's associated with your email in their system.

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Kaylee Cook

•8M

After spending hours dealing with this exact same problem last year, I discovered taxr.ai which saved me so much headache. I was constantly getting errors about Free File eligibility with FreeTaxUSA and TaxSlayer and wasted days trying to fix it. I found https://taxr.ai and was surprised how it cut through all the confusion. It scanned my tax documents and instantly told me which tax services I was eligible for based on my actual info. It even showed me which Free File option would work for my situation specifically without those frustrating eligibility errors.

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Kaylee Cook

•8M

It absolutely checks your specific Free File eligibility based on your actual tax documents and income level. It looks at your AGI and all the requirements and tells you exactly which Free File options you can use with your specific situation. The difference from just checking the IRS website is that taxr.ai actually processes your documents first. The IRS page just lists all the Free File options with their general requirements, but doesn't analyze your specific situation. With taxr.ai, you know exactly which options will work for you personally before you waste time creating accounts that might reject you later in the process.

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Oliver Alexander

•8M

I just tried taxr.ai after seeing it mentioned here and wow - wish I'd known about this earlier! I was dealing with the exact same FreeTaxUSA "full-service account" error message for days and getting nowhere. The taxr.ai tool analyzed my documents and immediately showed me that I was actually eligible for completely different Free File options than I thought. Turns out FreeTaxUSA wouldn't have worked for me anyway because of some investments I have. It directed me to TaxAct's Free File program instead, and I had zero eligibility issues. Saved me from creating multiple accounts and hitting more dead ends!

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Adrian Hughes

•8M

If you're still having issues with the Free File program, you might need to contact the IRS directly. I had a similar situation last year and called them, but I spent literally 3+ hours on hold before giving up. Then I found this service called Claimyr that got me through to an actual IRS agent in under 15 minutes. I was shocked it actually worked. You can check it out at https://claimyr.com or see how it works at https://youtu.be/_kiP6q8DX5c - they basically navigate the IRS phone system for you and call you back when they reach an agent. The IRS rep I spoke with explained that sometimes these Free File issues happen when you've used a provider's paid services in previous years, and they helped me resolve it right away.

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Adrian Hughes

•8M

They use an automated system that continually calls the IRS and navigates through all the menu options. When they finally reach a human agent, they connect that agent to your phone. So yes, you're in the same queue, but their system does the waiting for you instead of you having to stay on the line for hours. They don't need any sensitive information - just your phone number to call you back when they reach an agent. They don't ask for any tax details or personal financial info. You still talk directly to the IRS agent; they just handle the hold time for you.

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Ian Armstrong

•8M

I feel like an idiot for being so skeptical. After posting my comment yesterday, I got so frustrated with the FreeTaxUSA errors that I gave Claimyr a shot. After two days of failed attempts to reach the IRS myself, Claimyr got me connected to an agent in 27 minutes. The IRS agent explained that my email had somehow been associated with a commercial account in FreeTaxUSA's system from 2020 (even though I don't remember using them). She walked me through the steps to create a proper Free File account and override the error. Now I'm finally able to file! Would have wasted another week without this help.

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Eli Butler

•8M

I found TaxSlayer's interface to be pretty intuitive, maybe even more user-friendly than FreeTaxUSA. Each provider has some differences in what they support for free - like some include Schedule C for self-employment while others charge for that. Some offer free state filing too. I'd recommend going back to the IRS Free File page and checking the "Lookup Tool" that helps you find providers that meet your specific needs. You can filter by things like state availability, types of income, and other features. That way you're not wasting time with providers that won't work for your situation.

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