Reactivating Deactivated Account

Forum|Forum|7 years ago
March 21, 2019
3 replies
7 views

I am at my wit's end, unable to log-in to my account. I have spent five days straight trying to recover my old account, which TurboTax deactivated for unknown reasons after I was 95% done with my 2018 return. I have four previous years' returns and all information that went into them. I was only able to log-in again using a new (empty/shell) account, which enabled me to post here but has none of my prior (or current) year tax information.

I have tried the account recovery webpage several times, including uploading a scan of my drivers license to verify my identity a few times. No luck. Tried related on-line help, which sends me back to account recovery page. Endless loop.

When I called the number, each (of several) operators over the last few days said they were referring my case onto "the security team," who would send me a separate email from another part of TurboTax. (One operator said of course the account recovery page wouldn't work because only TurboTax can reactivate after researching and verifying.) The latest operator (yesterday) said that such email would come within 24-48 hours, from the [email address removed] address, asking me to (yet again) send in a scan of one or more of my identification documents, but I am skeptical I will hear from them since every method and every operator statement to date has failed.

I have probably spent 10 hours, days of high blood pressure and uncertainty, and exasperation being unable to access MY tax information. Any help from a TurboTax moderator (Case No. 447723916) or the community here would be greatly appreciated; I'm truly exhausted having all my data held hostage through no fault of my own.

Thanks, Aron

Kat11_2

Alumni - Champ

Aron: I've shared your post to be viewed by TurboTax Moderators, hopefully tomorrow. Sorry that your post hasn't been addressed sooner; the move to the "Community" is new to those of us who volunteer in the Answer Exchange.

I'm hopeful that you'll receive some response from a Moderator tomorrow (Saturday, March 30). Thank you for your patience.

*** I am NOT a tax expert. I am a seasoned TurboTax user, and volunteer to provide assistance to TT users. Nothing I post is to be considered TAX ADVICE; I bear no legal liability for responses.***

AronLAuthor

Level 2

Thanks, but Intuit and TurboTax can f**k themselves. I separately got a letter today about a data breach; I think that's what all of this was about. NEVER going back to this hell. F**k them. Buy better anti-hackers !! Stay with them at your peril.

Kat11_2

Alumni - Champ

Understood, though that kind of language isn't necessary to communicate.

I'll let the Moderators know that you are no longer interested in discussing. Thanks again.

By the way, I'm not a TT employee. I'm a user like you (once were).

*** I am NOT a tax expert. I am a seasoned TurboTax user, and volunteer to provide assistance to TT users. Nothing I post is to be considered TAX ADVICE; I bear no legal liability for responses.***

fireryvolcano72

Level 2

I have this same issue. Intuit deactivated my account without my knowledge or permission. Customer representatives are pretty useless because all they know what to do is send you to a webpage you could have just searched for yourself. And that's not to hate on customer support, but the system support operates with is completely null. None of the representatives I spoke to knew what to do in the event of account deactivation, even though calling support is the only way to get help with your account. I was sent on a wild goose hunt of transferred calls and HTTPS and ended up nowhere. Seemingly, when your account is deactivated, it is put into the void, where support cannot find it, and Turbotax's login and account recovery is unable to find it. It is inconvenient and an issue that might not end until support is given better resources to help with deactivation cases.

pboynton

Level 2

I've been stuck in a similar situation after my account was deactivated when I tried to download my donations from ItsDeductible and made a mistake entering my password. I never got a record number they keep asking for. How was this supposed to arrive? Without it I am in an endless loop.