Did anyone else's tax documents before 2020 completely disappear?

[gravenelle]

I was informed I had 2 accounts and that ALL of documents between 2012-2019 would be there. They were not. I literally only have access to 2020 documents. When I go to 2019, it says there's nothing there. Tax documents don't just disappear out of thin air, and I pay turbo tax to safely file for me. Fingers crossed somebody can help!

[mesquitebean]

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@gravenelle wrote:
I was informed I had 2 accounts and that ALL of documents between 2012-2019 would be there. They were not. I literally only have access to 2020 documents. When I go to 2019, it says there's nothing there. Tax documents don't just disappear out of thin air, and I pay turbo tax to safely file for me. Fingers crossed somebody can help!

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"I was informed..."

Informed how--did you already speak to TurboTax Support?

Were all the returns prepared online?   If you prepared any of those years in desktop software (CD/download), those desktop years will not be in an online account.

Did you log into both accounts, and at the Tax Home, did you scroll to the section "Your Tax Returns & Documents?"  When you expand that section, you should see a list of tax years to select from.   Once you select a tax year, there should be a link to "Download/print the PDF."    Are there no prior returns there?

If you did all that, and if you did not find all your online tax returns, then perhaps you have more than 2 accounts.   Here are a couple of ways to check. 

You can have up to 5 accounts that use the same email address for notification purposes.  A User ID may be an email address, but it doesn't have to be.  It might be only part of an email address, or it can be anything at all.

To get a list of your User IDs, reset password, and recover account access, etc., you can use the tool at the link below.  When using the Account Recovery tool, try using your phone number first-- if you can still access it.   After that, if necessary, then run the tool on your email address(es) you can access.

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 your phone number you can still access and email address(es) that you can access,  here's another method:

Go back to the tool again, but this time leave the data field blank, scroll down a bit, then choose the small blue link that says "Try something else", and it will look you up by SSN and other parameters.

[charly007]

My account was completely unaccessible. I called TurboTax over and over, and no one had an answer. I tried the recovery email and, guess what denied it. I tried resetting my password several times, using all my information, email, user id, phone number, and it just would not work. This endeavor has taken a total of 7 hours, spread out four days.
Furthermore, Customer Service is inexperienced, lacks education and training. I was given incorrect information and misled. I finally spoke to a representative, that informed me my account is inactive. There was no apparent reason why or maybe it was to give a conclusion to my call. I was on hold for another 40 minutes waiting for an email or the rep to resolve the issue. The agent. could o just told me to go to the reactivation request self-help but instead kept me on hold. In conclusion, your accounts may be inactive, just for the fun of it.

https://ttlc.intuit.com/questions/3369905-turbotax-reactivation-request