topic Is it possible that you are logging in with a different U... in Get your taxes done using TurboTax

All my turbo tax information is missing. Where did it all go?

kilgore-benjamin — Fri, 07 Jun 2019 23:09:21 GMT

Is it possible that you are logging in with a different U...

AshleyRose — Fri, 07 Jun 2019 23:09:23 GMT

Is it possible that you are logging in with a different User ID and therefore, you are not finding the tax return that you started? Usually, this is the case if you log in a do not find your already started or completed tax returns and instead are being asked to start from the beginning.

To get a list of your User ID's and recover accounts, you can use the tool at the link below. If you have more than 1 email address, you should run the tool on each one.

NOTE: Before running the tool, log out of all Intuit accounts including this user forum, or you could end up in a loop. Then clear your browser Internet cache, close your browser, then reopen it, and go to:

https://myturbotax.intuit.com/account-recovery/

I am missing ALL my turbo tax downloads and files. I've b...

robertpat69 — Fri, 07 Jun 2019 23:09:23 GMT

I am missing ALL my turbo tax downloads and files. I've been using Turbotax for several years and just used a new download this past November 2018. I opened my computer today to start preparing returns for this tax season and EVERY single file and download is GONE!!!!

All of my 2017 & 2018 data just disappeared. 2016 & earli...

craig-r-sanders — Fri, 07 Jun 2019 23:09:25 GMT

All of my 2017 & 2018 data just disappeared. 2016 & earlier are still there. Any ideas?

My saved 2018 return disappeared after installing TT upda...

eaglecitizen — Fri, 07 Jun 2019 23:09:27 GMT

My saved 2018 return disappeared after installing TT updates. Now I have to start over????

I had to enter my info from scratch today. I quickly sub...

craig-r-sanders — Fri, 07 Jun 2019 23:09:28 GMT

I had to enter my info from scratch today. I quickly submitted it to save myself from the same fate twice in once tax year...

Re: My saved 2018 return disappeared after installing TT upda...

pweeks — Tue, 25 Jun 2019 06:14:48 GMT

The same thing just happened to me and I’m angry about it

Re: My saved 2018 return disappeared after installing TT upda...

pweeks — Tue, 25 Jun 2019 15:40:40 GMT

I found my file in the recycle bin. After opening 2018 turbo tax with their mandatory update, my file was missing. I searched everywhere on my computer except the recycle bin. I started my return over and when I went to save it as, it opened the file in the recycle bin and I saw my mostly completed file from April 8 2019. I restored the file and everything was there

Re: Is it possible that you are logging in with a different U...

cole_reese — Sun, 28 Jul 2019 05:21:44 GMT

I have experienced the same thing just now. I found an "unsaved turbotax document", but all it had was some carryover information from my 2017 return. All the K-1 information and 1099 information that I had downloaded in to the return or manually typed in has disappeared. So frustrating. What is the point of using Turbotax year after year if this stuff is going to happen? I've probably lost 10 hours of work!

Re: Is it possible that you are logging in with a different U...

mesquitebean — Sun, 28 Jul 2019 06:06:03 GMT

@cole_reese wrote:
I have experienced the same thing just now. I found an "unsaved turbotax document", but all it had was some carryover information from my 2017 return. All the K-1 information and 1099 information that I had downloaded in to the return or manually typed in has disappeared. So frustrating. What is the point of using Turbotax year after year if this stuff is going to happen? I've probably lost 10 hours of work!

Please explain more. Start by stating what product you are using--Online TurboTax or desktop software? If desktop software, is it for PC or Mac?

If you are in desktop TurboTax, and the tax data file you open is acting like it's a recently-started one, consisting only of the info transferred in from 2017, then you likely have another data file. Search your entire computer for any file ending in *.tax2018 and also look in the Recycle Bin. If you are using Online TurboTax, then you may have multiple accounts, and we can tell you how to look for another account.

Re: Is it possible that you are logging in with a different U...

pweeks — Sun, 28 Jul 2019 15:50:54 GMT

Check your trash file. I started to redo my return by just entering my data and address. I then went to save that and it opened the file, which was in the trash. I could see it was the file I had been working on by the dates. So, I found the file by searching in the trash and restored it. I then made several copies and saved them to OneDrive and Dropbox. Good luck

Re: I am missing ALL my turbo tax downloads and files. I've b...

dawnleeky — Wed, 31 Jul 2019 14:52:01 GMT

Did you ever find a solution?!?!? I have just realized I have the same problem!!

Re: I am missing ALL my turbo tax downloads and files. I've b...

pweeks — Wed, 31 Jul 2019 19:48:46 GMT

yes, I found the whole folder file with my tax return in the trash bin. so I restored it to it's original location. Then I printed what I had completed, I also saved the file to one drive and dropbox. So, check your trash bin by searching for the file folder. Looks like a programmer has a weird sense of humor

Re: All my turbo tax information is missing. Where did it all go?

PaulSperry — Fri, 20 Sep 2019 21:48:48 GMT

I too just lost all my past files when TurboTax REQUIRED that I install critical updates to open (I didn't want to do this so that my previous returns wouldn't be changed by anything new in the update). I couldn't find the returns in my recycle bin, but DID find them when I searched *.tax2018. The upgrade for some reason moved my original Turbotax directory to be a subdirectory of my Roxio directory (disk burning!). I simply moved the files back to the Documents/Turbotax directory and everything was there. I'm both annoyed and relieved.

Re: All my turbo tax information is missing. Where did it all go?

mesquitebean — Wed, 25 Sep 2019 20:19:50 GMT

@ PaulSperry wrote:

I too just lost all my past files when TurboTax REQUIRED that I install critical updates to open (I didn't want to do this so that my previous returns wouldn't be changed by anything new in the update). I couldn't find the returns in my recycle bin, but DID find them when I searched *.tax2018. The upgrade for some reason moved my original Turbotax directory to be a subdirectory of my Roxio directory (disk burning!). I simply moved the files back to the Documents/Turbotax directory and everything was there. I'm both annoyed and relieved.

Sorry you had that experience, but I don't understand it. TurboTax cannot require you to download updates, so that's confusing. I personally have never seen it "require" someone to do so. A lot of folks don't ever update the program after filing their tax return for the reason you mentioned above. After filing, I simply decline all updates.

AFAIK, TurboTax doesn't use the term "critical updates." Are you sure it wasn't Windows requiring you to do a critical Windows update? There is a known history of Windows updates moving/deleting data files not just for TurboTax but for other programs as well.

I don't know if you are using the Windows PC version or the Mac version since it wasn't mentioned. In any case, the following are the 3 choices in the updater preferences settings in the Windows version. If you are using Windows, you get to them by launching TurboTax, then at the main window, click at the top on the ONLINE menu, then choose Updater Preferences.

Updater preferences:

1) Automatically download updates, but let me choose when to install them.
or
2) Ask me before downloading updates.
or
3) I will get updates on my own. (then one would manually check whenever desired).

As for moving your *.taxYYYY data files to a completely different directory, that's even more bizarre. I'll ask around and see if anyone has ever witnessed such.

Re: All my turbo tax information is missing. Where did it all go?

mesquitebean — Sat, 21 Sep 2019 21:19:36 GMT

@PaulSperry

Another SuperUser wondered if you had tried to archive your tax files earlier this year by burning them to a CD/DVD? If so, perhaps that is how they ended up in a Roxio directory.

Re: All my turbo tax information is missing. Where did it all go?

hillbilly — Mon, 30 Sep 2019 20:35:28 GMT

I just went to file my 2018 return (I had filed an extension) and it asked me to update to get the latest updates.

When I then ran TTAX it couldn't find any returns. Searched for *.tax2018. It couldn't find anything. Then I tried

2017 and nothing. Help?

Is this possibly a microsoft update problem?

Re: All my turbo tax information is missing. Where did it all go?

mesquitebean — Mon, 30 Sep 2019 22:06:36 GMT

@ hillbilly wrote:

I just went to file my 2018 return (I had filed an extension) and it asked me to update to get the latest updates.

When I then ran TTAX it couldn't find any returns. Searched for *.tax2018. It couldn't find anything. Then I tried

2017 and nothing. Help?

Is this possibly a microsoft update problem?

So are you using the CD/download program and referring to a TurboTax program update? Did it mention "critical" and didn't provide any option other than to update in order to proceed?

Sounds like you have already searched your computer for the *.tax2018 data file and the *.tax2017 data file. The default file location is in the Documents>TurboTax directory, but could have ended up anywhere. Another user above said that his were at least found in a different directory.

Do you by any chance use MS One Drive? We have seen a few users whose tax data files were being stored on One Drive without user realizing it.

Also look in the Recycle Bin. If you're using more than 1 Windows user account, log into each user account and search from within each account.

You asked: "Is this possibly a microsoft update problem?"

I have no way of knowing, but some buggy MS updates in Windows 10 have caused loss of documents in the past--not just TurboTax files, but other documents as well. The well-known example was the MS October 2018 update for Win 10. Had you just recently done a Windows update?

If you still can't find the data file, phone TurboTax Support to see if they can help you. That at least gives you a chance to report it to them and to see if other users have been phoning in. You can use the form at the link below to schedule a call back, or it may provide a number. Hours are 5AM-5PM Pacific (8AM-8PM Eastern) Monday-Friday.

Where the form asks what product you are using, be sure in the dropdown menu to indicate "CD/download" and the proper operating system, then indicate which Edition.

https://support.turbotax.intuit.com/contact

Re: All my turbo tax information is missing. Where did it all go?

Kat5 — Fri, 04 Oct 2019 03:23:44 GMT

Just reopened my tax return to finish and send in and same thing happened. Got "critical" need to update message. Couldn't open until ran update. My info transferred from 2017 return still intact but 16 hours of info inputted in April gone. Searched computer everywhere for intact file but none. Updated main disk only, but it located my personal file plus back up and wiped out both. Yikes, leaving on trip and no time to redo before due Oct. 15. (Using TurboTax Home & Biz CD copied on to a Mac.)

Re: All my turbo tax information is missing. Where did it all go?

mesquitebean — Fri, 04 Oct 2019 03:55:47 GMT

@Kat5

I've added your screen name to a list I've reported to a Moderator on this issue following the "critical update."

I don't use a Mac, so I can't comment much about that OS. I'll see if @macuser_22 wants to add anything in regards to a Mac.

You may wish to phone TurboTax Support using the method mentioned in the comment right above your post so they can log the issue and/or refer you to a tech support agent for more questioning.