TurboTax is missing documentation for taxes filed in a previous year. How do I contact them to get this resolved?

[VolvoGirl]

What exactly is missing?   For what year?  Are you looking for your returns?  

It's common to end up with multiple accounts. First LOG OUT of whatever TurboTax account you're logged into right now. Then use this TurboTax account recovery website to get a list of 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 you used the Desktop CD/Download program then the only copy is on your computer and not saved or stored online.

You can also request a transcript from the IRS
https://www.irs.gov/individuals/get-transcript

[DoninGA]

You have to sign onto your prior online account using the exact same User ID you used to create the online account.

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 used the desktop CD/Download editions installed on your computer, the only copy of your tax data file and any PDF's will be on the computer where the return was created.  TurboTax does not store online any returns completed using the desktop editions.

To access your prior year tax returns sign onto the TurboTax website with the User ID you used to create the account - https://myturbotax.intuit.com/

Scroll down to the bottom of the screen and on the section Your tax returns & documents click on Show.  Click on the Year and Click on Download/print return (PDF)

Or go to this IRS website for free federal tax return transcripts - https://www.irs.gov/individuals/get-transcript

For a fee of $43 you can get a complete federal tax return from the IRS by completing Form 4506 - http://www.irs.gov/pub/irs-pdf/f4506.pdf

[drpmoeller]

I have always used the CD/desktop format.  I have the files saved and backed up on computer and elsewhere, but it seems to me that I used to be able to access the files on the TurboTax site as well or look up general tax information on the site at any time.  It appears now that the only thing I can do on the website is start an online return.  Is that correct? 

I have also found Tax Audit Defense doesn't show that I signed up and paid for Audit defense for the last two years.  I have emailed them about that, but I feel like Intuit/TurboTax doesn't have my back. 

Am I missing something? 

Thanks.

[macuser_22]

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@drpmoeller wrote:

I have always used the CD/desktop format.  I have the files saved and backed up on computer and elsewhere, but it seems to me that I used to be able to access the files on the TurboTax site as well or look up general tax information on the site at any time.  It appears now that the only thing I can do on the website is start an online return.  Is that correct? 

Am I missing something? 

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If you use the CD/download version then the only copy of the .tax file is on your computer or backups.  TurboTax does not get a copy.   If you deleted that file then it is gone.

You can get a free transcript of past tax from the IRS:

https://www.irs.gov/individuals/get-transcript

[DoninGA]

@drpmoeller Purchasing Audit Defense is an optional charge when using the TurboTax desktop CD/Download editions.  You would have to pay for this option with a credit card so if you did choose this option you should have a credit card statement showing this charge.  For tax year 2020 the current charge for Audit Defense is $45 (if not a California resident).

You would also have received an email from  TaxAudit.com after the purchase.

See this TurboTax support FAQ - https://ttlc.intuit.com/community/using-turbotax/help/when-will-i-get-my-audit-defense-membership-in...