Did you download the pdf file from the broker or company website or scan your paper copy? This seems to be a new Online feature and may not be working right yet. Ask your LIVE agent or call in. How to contact Turbo Tax
https://ttlc.intuit.com/community/using-turbotax/help/how-do-i-contact-turbotax/00/26991
What is the Turbo Tax phone number
https://ttlc.intuit.com/community/using-turbotax/help/what-is-the-turbotax-phone-number/00/25632
