It sounds like you have more than one account, accidentally created a new account at some point, and lost track of the old account with most of your history.
If you can't reset your account online, you can call customer support and get the security team. You may have to provide copies of identity documents, and it make take a couple of days, but they should reset the password and email for you.
Then, you may also find that the documents in the old account are locked, and require a payment to unlock. In the past, using the account in the current year keeps all prior years unlocked, but if you stopped for a couple of years, the history gets locked. Turbotax might or might not have changed this behavior. If the history is locked, you can call customer service, let them know you have paid using a different account, and they will unlock the history of the old account.
