Sign onto your download account with the exact same User ID you used to purchase the software - https://shopping.turbotax.intuit.com/unified/downloads?route=myaccounts
If the software is not showing in your download account then you will need to contact TurboTax support for assistance.
Support is open from 5am to 5pm Pacific time, Monday thru Friday
Use this website to contact TurboTax support during business hours - https://support.turbotax.intuit.com/contact/
Support can also be reached by messaging them on these pages https://www.facebook.com/turbotax/ and https://twitter.com/TeamTurboTax