Thanks VolvoGirl for providing the FAQ link above. One thing in particular that caught my eye in it is this:
A user's window might not be maximized and the left menu column could therefore be collapsed and needs to be fully expanded. Maybe that would explain why so many of the other menu items are also missing. User appears to be missing 5-6 other menu items in addition to the Upgrade link. They may simply be hidden and not expanded. If the window is maximized and the left menu column becomes expanded, perhaps all the missing menu choices will appear.
Menus are more likely to be collapsed when viewed on a phone. I, too, think user should be exclusively doing this on a computer, since menus and features of phone websites are sometimes unpredictable and more difficult to troubleshoot. Users says he is using Online TurboTax website and not the Mobile App.
