If trying to get a copy of my 2017 taxes and the download / print option is not working. I have paid the $19.99 to access it why can't I get the file?

[mesquitebean]

What does "not working" mean?  Does it mean nothing happens--is the 2017 link "download/print the PDF"  dead--or does it ask you to pay to access the 2017 return?

Are your 2017 and 2018 returns in the same account?  And did you pay the 19.99 for PLUS by credit/debit card?   You can't use the option to "pay later" out of the Federal refund for this purpose.   If you didn't pay by card, we can tell you how.

[scott-paluch]

When I click on the Download/print return PDF for 2017 it takes me to another screen that says "For instructions on how to access your returns, click help in the upper right hand corner of your screen and type “Prior Year Return” into the search box and then has a close button. and it just tells me to do the same this again. It wont download the prior "2017" return.

[mesquitebean]

Did you pay for your 2018 PLUS by credit/debit card and did the charge go through?  And are both returns in the same account?

[scott-paluch]

Paid by Debit card the charge went through the account. the 2017 is in the same name on the account

[mesquitebean]

By same account, I'm asking if they are both under the same User ID.   In other words, when you go to the Tax Home, do you see evidence of both the 2018 and 2017 returns?

[mesquitebean]

Assuming they are in the same account, then try this:

If you haven't done so, Sign Out of TurboTax using the Sign Out link in the left menu column.
Close your browser.
Clear the browser cache.
Reopen the browser and log back in to TurboTax..  
Now try to download the 2017 PDF again.

[scott-paluch]

ok I'll try that right now. If that don't work then what?

[mesquitebean]

It may be that the steps above may allow the cycle to complete (hopefully), if it clears something old out of the cache.

If the above doesn't work, you could try a different browser to see if that makes a difference.

Next step after that would be to phone Customer Support tomorrow.  I'll tell you how.

[mrrp]

this just worked for me:

<a rel="nofollow" target="_blank" href="https://ttlc.intuit.com/questions/3402464-how-do-i-pay-for-plus-in-turbotax-online">https://ttlc.int...>

[mesquitebean]

Thanks.  The user said he had already paid the PLUS fee of 19.99 by debit card so we're trying to figure out why it didn't release the lock and let him then do the download/printing.

[scott-paluch]

I still can not print my past return, It's still telling me I need to pay. Please help I need to get this ASAP.

[mesquitebean]

@scott-paluch
See my answer below on how to reach TurboTax Support to troubleshoot with you.  You can ask them to unlock the prior-year return.

[mesquitebean]

If you've paid the 19.99 for the 2018 PLUS upgrade with a debit card in the same account as the 2017 return  (and you can see that the charge was approved and the debit occurred in your bank account), and the 2017 return is not unlocking even after the browser maneuvers discussed above, you'll need to phone TurboTax Support and let them troubleshoot it with you, and ask them to unlock the past return.  

FAQ:  What is the TurboTax phone number?

https://ttlc.intuit.com/replies/3300041