Account recovery

[Meganmoore818]

I need help recovering all of my accounts

[ChondelLO]

No longer have access to your email address or phone number and can't access your account? Please click the link below for info on how to recover your account. If you need help with something else, please respond back so that we can try to help.

Account Recovery Request for your TurboTax Account

[Tigerlily0709]

My fiance has been trying to get into his account for weeks. He updated his password and when he goes to sign in the verification code is set to be sent to an old phone number. He has submitted several requests to update phone number only on account recovery page. I spoke with a turbo tax customer service agent who said mail with his name and address on it would suffice as proper documentation since he can not provide the other options such as ID, passport ect at this time. Both forms of mail were declined. We then sent in a notarized document with his name and address on it and still declined (I can provide the case #). This is becoming unnecessarily tedious he just needs to update his old number to his cell phone number to retrieve the verification code in order to access his account and begin filing his taxes. I called customer support again and they would not allow me to really discuss his information but they did say they updated the phone number i provided so he can receive the code yet when he tries logging in now the number to send the code is still set to the old number. What is the issue here, why can he not get this handled efficiently? Please advise. 

[HeatherPLO]

Please see the FAQ here concerning how our Account Verification works.  If you are not able to get the account verified, they can definitely set up a new account to file their taxes, they just wouldn't have the information populate.  To obtain your prior tax data from the IRS, you can do that at the link here.  

[JeanMcGee]

Both of my parents died. I would like to have their account closed and a refund of the money drawn from their account $75.86 on 11/6/2021 since this withdrawal was done after their deaths. 

How do I go about this?

Thank You, Jean McGee

[MichelleLO]

I am very sorry for your loss. Please reach out to TurboTax Customer Support for assistance with this matter.

What is the TurboTax phone number? 

@JeanMcGee

[JeanMcGee]

Customer service told me to reach out to Account Recovery. 

[MichelleLO]

Please see the below TurboTax Help Article to submit an account recovery request:

Account Recovery Request for your TurboTax Account

Is the refund you are requesting for the software they purchased? If so, please see How do I request a refund for my TurboTax product? to request a refund.

@JeanMcGee

[FMLFDBD1992]

How did you recover all accounts. I can't seem to get it done.

[JeanMcGee]

I was never able to do the account recovery. They make it sound like it will be an easy process, but I found it to be the exact opposite. I had to call and talk with a customer rep. I hope this works for you stress free. My process is actually still ongoing. 

[KatrinaLO]

You can try recovering your account with your phone number. If you don't have that information or you need assistance getting back into your account, you can follow the steps in this TurboTax FAQ here.