She did answer it. You have to switch to the Desktop installed program. You need to download the .tax2018 file from your online account and open it in the program. But I don't think you can download the tax files right now as they transition over to 2019. Might have to wait until December when online reopens.
If you paid for the online version you can ask support for the Desktop download. Contact Customer Service
5am-5pm Pacific Time (8-8 Eastern) Monday - Friday
https://support.turbotax.intuit.com/contact/
