I can't import my stock information from TD Ameritrade

When I enter my TD Ameritrade document ID so to import my stock transactions to the turbo tax. I get the following info: Please enter the 11-character Document ID without spaces from your Form 1099. There are no spaces being used. I called and spoke with someone at turbo tax.  And they couldn't tell me why this problem is happening.  Are there others with this same problem? And is there a way to fix this problem?