It sounds like you may have more than one TurboTax account.  One of the most common reasons for not being able to find your products or prior tax returns is because of accessing the incorrect account.  To find out how many accounts you have, please refer to the following Help Article:  How many Intuit Accounts do I have with TurboTax?

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@DaraLO wrote:

It sounds like you may have more than one TurboTax account.  One of the most common reasons for not being able to find your products or prior tax returns is because of accessing the incorrect account.  To find out how many accounts you have, please refer to the following Help Article:  How many Intuit Accounts do I have with TurboTax?

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I do, but neither seems to work.

Since you still continue to have the same problem, please click the link to contact TurboTax customer support.