You might have more than 1 account. 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 need to download your program…..
https://ttlc.intuit.com/questions/1901289-download-your-turbotax-software-purchase
Access your downloads here
https://shop.turbotax.intuit.com/commerce/account/secure/login.jsp?pagecontext=download
If you are an Advantage subscriber sign onto your Advantage account to download
https://accounts-tax.intuit.com/turbotaxadvantage
Contact TurboTax support and speak directly with a TurboTax support agent concerning this situation if you need more assistance...
