I need to download my 2015 tax return file so I can start 2016. I paid for the deluxe version but still do not have access to 2015. Please assist. Order [PII Removed].

[veneciamoore]

I need this immediately.

[Lydia]

Are you in the same account as last year? In addition, were you using the Free Edition last year?

[veneciamoore]

I am in the same account as I was last year. I may have used the free edition.

[mesquitebean]

Do you see evidence of the locked 2015 return in the same account in which you paid for 2016 Deluxe? And when you click on it, does it still say you need to upgrade and pay?    If you don't see evidence of it, then paying will not make it suddenly appear if it's in a different account.

"I paid for the Deluxe version."
Did you pay for Online Deluxe (as opposed to the CD/download version), and was it by credit/debit card?
  How did you pay for your  Deluxe--did you pay by credit/debit card?

[veneciamoore]

I don't see any evidence of it. The only option there is load prior years return which yields nothing. I paid for the download version this time using a credit card. How do I get prior year return?

[mesquitebean]

First you have to find the 2015 return.  Are you sure it was prepared Online?  If so, I'll tell you how to troubleshoot accounts below.  Then once you find it, and if access is locked, then since you paid for the download version, you'll have to phone TurboTax Support, tell them of your Deluxe purchase, and ask them to unlock the Online account.    I'll tell you how to reach them at the end of the answer below.

[veneciamoore]

Thank you. You were correct about the online ID. Same email however. Thought the email is an alternate login option to the user ID but it seems it created a new account.

[mesquitebean]

You're welcome.  Good luck.

[mesquitebean · Accepted solution]

Did you use Online TurboTax in 2015, but don't find a 2015 return in your 2015 Tax Timeline?   If so, then you likely have multiple accounts and signed into the wrong one.  If you used the desktop version for 2015 (CD/download), then it won't be in an online Tax Timeline.

To get a list of your User IDs and recover account access, you can use the tool at the link below.  Try using your phone number first.  If you try using your email address, and you have more than 1 email address, you should run the tool on each one.

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 and 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.

Once you find it, if the 2015 return is locked, you'll need to phone TurboTax Support to unlock it for you since you purchased the 2016 desktop version this year..

Use the form at this link to be assigned a phone number. The number will not display when they are closed.  This time of year they are open 5AM-9PM Pacific (8AM-12 Midnight Eastern)  7 days/week.  Fill out 2 short forms about your issue, then click the blue "Get a phone number."

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