Deductions & credits

NONE of the methods worked.  I have turbo tax 2020 loaded on my pc.  I have an Its Deductible account with the same user ID and password as my Turbo tax account.  When I try to import from Its Deductible I get a message that say the id and password must be the same...which they are.  In turbo tax  when selecting the search (top right banner) I get a blank pop up box.  Any knowledgeable ideas out there?