for the online account are you sure you're in the right account? many users have multiple accounts. or online may be temporarily locked to prepare for 2022 - call support.
online a/c recovery procedure
https://ttlc.intuit.com/turbotax-support/en-us/help-article/security-risk/account-recovery-request-t...
online can no longer be used to complete 2021, you must use the desktop version.
if the online version still exists (it should), it can be uploaded to the desktop
https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-product-orders/switch-turbotax-on...
