Maybe it's in another account. It's common to end up with multiple accounts. First LOG OUT of whatever TurboTax account you're logged into right now. Then use this TurboTax account recovery website to get a list of user ID's for an email address. Run the tool against any email addresses you may have used
https://myturbotax.intuit.com/account-recovery/
Access your downloads here
https://shop.turbotax.intuit.com/commerce/account/secure/login.jsp?pagecontext=download
How to download your software purchase
https://ttlc.intuit.com/community/installing/help/how-do-i-download-the-software-i-purchased-at-turb...
