@ inlovearmywife
Oh, no. Sorry you didn't get your free product.
Did you happen to upgrade to Live TurboTax by any chance?
Active duty military, enlisted E1-E9, with a W-2 from DFAS can use any product level for free as long as it does not include TurboTax Live (Expert help) or other add-ons.
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It would have been more optimal if you had sought help before paying so someone could help you resolve it before you provided your payment information. I'll tell you below how to phone TurboTax Support below to see if you can convince them to refund you. I don't know what they will do.
To get the enlisted military free product here are some essential steps one would have needed to do:
1) In the Personal Info section indicated "served in Armed Forces" then it expands.
2) In the expanded section, indicated "active duty" and answered the other military questions about one's pay grade and duty.
3) Entered a military W-2 from DFAS
4) A subsequent screen asks if the W-2 has any of the listed "uncommon situations" and has about 9-10 checkboxes. One has to once again put a checkmark for "active duty". This is the step that is easiest to miss, since it is down in the list of other uncommon situations.
I don't know why TurboTax asks the active-duty question twice.
FAQ: What is the TurboTax phone number?
https://ttlc.intuit.com/turbotax-support/en-us/help-article/account-management/turbotax-phone-number...
