Solved: I ordered the 2015 software and i did not get it and the money was taken from my account
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francinecharles1
New Member

I ordered the 2015 software and i did not get it and the money was taken from my account

 
1 Best answer

Accepted Solutions
mesquitebean
Level 15

I ordered the 2015 software and i did not get it and the money was taken from my account

Use this download link to retrieve your purchase:
https://shop.turbotax.intuit.com/commerce/account/secure/login.jsp?pagecontext=download


If the download file isn't there, then look to see if you have multiple accounts (User IDs), and if the download might be in another account.  To get a list of your User IDs and recover account access, you can use the tool at the link below.  If you have more than 1 email address, you should run the tool on each one.   Once you know all of your User IDs, then try each one at the download link I provided above.

NOTE: Before running the account recovery tool below, log out of all Intuit accounts including this user forum, or you might end up in a loop.  Then clear your browser Internet cache, close your browser, then reopen it, and go to the link below.  You may wish to copy this link so you can paste it into the new browser session.

https://myturbotax.intuit.com/account-recovery

If still no luck after running that on each email address you have, then run the tool yet again, but this time choose the small blue link that says "Try something else", and it will look you up by SSN and other parameters.

If you still can't get your download, then here's how to phone Customer Support during business hours.  Use the form at this link to be assigned a phone number.  The number will not display when they are closed.

https://support.turbotax.intuit.com/contact

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5 Replies
mesquitebean
Level 15

I ordered the 2015 software and i did not get it and the money was taken from my account

Was this a recent order for a 2015 product download from the TurboTax website?
francinecharles1
New Member

I ordered the 2015 software and i did not get it and the money was taken from my account

yes
mesquitebean
Level 15

I ordered the 2015 software and i did not get it and the money was taken from my account

Use this download link to retrieve your purchase:
https://shop.turbotax.intuit.com/commerce/account/secure/login.jsp?pagecontext=download


If the download file isn't there, then look to see if you have multiple accounts (User IDs), and if the download might be in another account.  To get a list of your User IDs and recover account access, you can use the tool at the link below.  If you have more than 1 email address, you should run the tool on each one.   Once you know all of your User IDs, then try each one at the download link I provided above.

NOTE: Before running the account recovery tool below, log out of all Intuit accounts including this user forum, or you might end up in a loop.  Then clear your browser Internet cache, close your browser, then reopen it, and go to the link below.  You may wish to copy this link so you can paste it into the new browser session.

https://myturbotax.intuit.com/account-recovery

If still no luck after running that on each email address you have, then run the tool yet again, but this time choose the small blue link that says "Try something else", and it will look you up by SSN and other parameters.

If you still can't get your download, then here's how to phone Customer Support during business hours.  Use the form at this link to be assigned a phone number.  The number will not display when they are closed.

https://support.turbotax.intuit.com/contact

View solution in original post

francinecharles1
New Member

I ordered the 2015 software and i did not get it and the money was taken from my account

i found my dowload but it won't run because i have a chromebook
mesquitebean
Level 15

I ordered the 2015 software and i did not get it and the money was taken from my account

It requires Windows or Mac OS X.  You'll need to contact TurboTax Support for a refund.  You can use the link at the end of my answer above.
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