If you purchased the desktop software from TurboTax as a download, then the installation files should be in your download account. You must sign onto your download account using the exact same userID you used to purchase the software.
Sign onto the download account here - https://shop.turbotax.intuit.com/commerce/account/secure/login.jsp?pagecontext=download
Use the account recovery website or the option on the website to get a list of your user ID's.
Close all TurboTax windows on your web browser (including this one). Copy and paste the account recovery website link onto a new web browser window and run the tool.
Use this TurboTax account recovery website to get a list of all the user ID's for an email address. Run the tool against any email addresses you may have used - https://myturbotax.intuit.com/account-recovery
If none of the user ID's received will access your account, then use the option shown in blue on the account recovery website, "Try something else"
If you still cannot access your downloads then you will need to contact TurboTax support for assistance.
Support is closed on the weekends after tax season. 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
