Yes the CD has both versions on it but the download is only for one kind of computer. Yes you have to call in and ask for the other download to be put in your account. They must have a lot of new people that don't know it. You have to keep asking and hopefully get someone who knows.
Does your computer have a CD drive? Can you try to install the CD? It probably won't work. But you can try copying the CD to a usb flash drive. See SteamTrains post here
https://ttlc.intuit.com/community/taxes/discussion/why-can-t-i-install-turbotax-on-my-laptop-via-dow...
