You have to sign onto your 2016 online account using the exact same user ID you used to create the account.
Close all TurboTax windows on your web browser (including this one). Copy and paste the account recovery website link onto a new web browser window and run the tool.
Use this TurboTax account recovery website to get a list of all the user ID's for an email address. Run the tool against any email addresses you may have used - https://myturbotax.intuit.com/account-recovery
If none of the user ID's received will access your 2016 account, then use the option shown in blue on the account recovery website, "Try something else"
If you used the 2016 online editions you can download the PDF of your return. However, you must have registered the Free edition or paid for one of the other online editions of Plus, Deluxe, Premier or Self-Employed for the PDF to be available.
When you sign onto to your online account using the exact same user ID you used to create the 2016 tax return you will land on the Welcome Home screen. Click on the blue link - Download/print return.
Or when you land on the Welcome Home screen click on My TurboTax at the top left of the program screen. This will take you to the 2016 Timeline. Under the section Some things you can do: Click on either Download/print return (PDF) or Download all forms and worksheets.
If you did not register the Free online edition or pay for one of the other online editions then you will need to download the tax data file from the Welcome Back screen after signing onto your online account. Then purchase and download one of the 2016 desktop editions to open the 2016 tax return from the tax data file you downloaded. Go to this TurboTax website for the prior year (2014 thru 2016) desktop editions - https://turbotax.intuit.com/personal-taxes/past-years-products/
See this TurboTax support FAQ for completing a prior year return started with the online editions - https://ttlc.intuit.com/questions/2559403-how-do-i-finish-a-prior-year-return-that-i-started-in-turb...
If you registered the Free online edition or paid for one of the other online editons and your online account is not offering you a download of the 2016 PDF then you will need to contact TurboTax support for assistance.
Use this TurboTax website to contact TurboTax support - https://support.turbotax.intuit.com/contact/
Support can also be reached by messaging them on these pages https://www.facebook.com/turbotax/ and https://twitter.com/TeamTurboTax
