@ lionsmom
The steps provided above by @ LeonardS are for the Mobile App, which you may not be using. While it is indeed possible, it's less common for someone to be importing ItsDeductible into the Mobile App.
What product are you using? Desktop software (CD/download), Online TurboTax (web version), or the Mobile App? In all platforms Deluxe or higher is required to import from ItsDeductible.
Also, if you using Online TurboTax or the Mobile App, are the log-in credentials for ItsDeductible and TurboTax the same? i.e., Are your ItsDeductible User ID and password the same as your TurboTax account User ID and password, or do they have different log-in credentials? If they are not the same, that may be causing the problem.
If using a computer, you might also consider rebooting your modem and router, too. To do that, shutdown your computer, then your router, then your modem. Wait 2 minutes, and restart your modem. Once the modem is booted (1-2 minutes), then restart the router. Wait 1-2 minutes and restart your computer..
If you are in Online TurboTax, when you open the browser back up, open a "private window" (aka private browsing, aka "incognito mode.") If that doesn't help, see if a different browser makes any difference.
