It depends. I am able to claim student loan interest in both the software and online version. it sounds like there may be some weird setting in your Turbo Tax program. Try this to see if this works. If not, it may be best to contact a live expert to see what is going on. This should have worked in either the software or online version. If this fix doesn't work, please use this use this link to Contact Us. Follow the prompts to speak to a live agent. Meanwhile, try tis with your software you just installed.
So...Save your tax file and Exit TurboTax....then:
1) right click TurboTax 2020 icon
2) Select … Properties
3) Select the Compatibility tab
4) In the "Settings" box … check the box to "Run this program as an administrator"
5) Apply...OK...then restart the program and try again
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