Newly Purchased CD License Code Already in Use

[pickle3]

I purchased two new 2023 Turbo Tax CD software packages from a local retail store.  Successfully installed and activated one on my own computer.  Gave the second unopened package to my son yesterday.  Since his computer has no CD Drive, he opened an Intuit Account and attempted to download the software by entering the license code.  To his dismay, Intuit refused the download saying that the license was already associated with another account.  After verifying that the correct code was entered, he called TT support on the phone.  They refused any assistance telling him the product was purchased from a 3rd party and not TT directly.  Plus they had no way of verifying he wasn't doing a 2nd installation.  So I put my TT CD folder on a thumb drive and took that to him so he could use it to install the software on his computer, which he successfully did.  However HIS license code was denied a second time.  I went back to the store I bought this from, and was understandably refused any assistance since the software package was opened.

I'm scared to buy any Turbo Tax product now.  What recourse does my son have?  I'm not making this up.  I'd appreciate any help.  Thank you

[Carl]

Unfortunately, nobody in this forum can help with this, as we are just normal users like you. As the TTX employees start participating here during the tax season, they also are not empowered to assist anyone with sales/purchase issues.
I would suggest that if you purchased using a credit card that offers protection, you file a claim with your CC company for reimbursement.

On the other side of that coin, you can purchase a USB CD/DVD drive for less than $20. The one I have is a dual layer CD/DVD burner and cost me a whopping $14 or $16 brand new at Wal-Mart.

[SteamTrain]

Yeah, you can get a CD/DVD drive cheaply, but the installation process requires the license code to activate....and if the code has been pirated by some unknown person before you, you're still out of luck.

OF course, you could buy a download directly from TTX, or Amazon...(Major know retailers only)...and use that.  The license code is far-far-far less likely to have been pirated that way.

[Opus 17]

As you found, the online and CD products are priced differently, and buying a CD does not give you access to an online download.  You also can't associate your CD copy with more than one owner.  (The license allows you to install your copy on up to 5 computers that you own, it does not allow you to install your copy on computers owned by 4 of your friends or family members.)

There is a 60 day refund policy on the CD, submit your request here.  (They will verify, for example, that you bought your CD from an authorized retailer.)

https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-account-billing/turbotax-satisfac...

If your son purchases a new download from Turbotax, or from an authorized reseller like Amazon, it will come with a new installer code and should be able to be installed and associated with his online account.  

[pickle3]

Thanks for the link. We'll give it at try. 

And yes to the others who replied, my son is speculating that someone else illegally fabricated a made-up code trying to install the program multiple times before he installed the program on his computer, and they got lucky.   Buying a CD does include instructions for either installing the program from the CD itself, or signing into your Intuit account and downloading it that way.  In my son's case, both efforts failed as it was the license code printed on his CD package that was already in use by someone else.  I think my days of buying Intuits packaged software are over given this new vulnerability. 

I also do not believe the license allows me to put the software on multiple computers I own.  How TT will verify that is a mystery.  All the instructions say is that the program allows for 5 federal e-files.  That is not the same as installing the software on 5 computers.   

[Critter-3 · Accepted solution]

Going forward only buy a download from a reputable seller ... CDs can have unfortunate side affects as you see.

Your son can use one of your downloads from your account however he must log into your download account to activate the  program.  Doing this will not share the actual returns between you as they will remain on the computers that are used to complete the return.  

[Opus 17]

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@pickle3 wrote:

I also do not believe the license allows me to put the software on multiple computers I own.  How TT will verify that is a mystery.  All the instructions say is that the program allows for 5 federal e-files.  That is not the same as installing the software on 5 computers.   

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1. In addition to the license to Software in the Section A Terms, you agree that you may only: (i) install and use a copy of the Software on up to five (5) computers owned by you (at home or at work); (ii) use the Software only to prepare, print and/or electronically file your own federal 2023 tax year returns and related 2023 state tax returns; and (iii) make one backup copy of the Software for your own personal use as permitted under this license grant.

https://turbotax.intuit.com/corp/license/desktop.jsp

It's verified using your license code and online account.  Your online account is linked to your license code and that combination can't be used more than 5 times.  In addition, every computer has a variety of unique identifiers that can be transmitted to Intuit.  I don't know for sure that they use these identifiers, but I use scientific software at work that uses this method.  I can install the software on X machines, and because it uses the unique machine identifier, if I have to erase the software and do a complete re-install for some reason, the license server knows that machine was already authorized so it allows the installation without counting it twice against my X allowed installs. 

[pickle3]

Thank you all for your help.  I'm so glad you took the time to help me with this unexpected issue. I know now what to do to prevent this from happening again, I hope.  Next year I'll have him log onto my account to activate the software.  I just didn't think of that this time.  I want to do this properly so we get what we pay for, but not wrong Intuit either. 

I got an email overnight from my boy letting me know he bought a new copy of Turbo Tax and downloaded it directly from Intuit last night.  It installed successfully.  Live & learn I guess.  Thanks again.