topic How to continue 2021 tax return? in Get your taxes done using TurboTax

How to continue 2021 tax return?

LKVK — Mon, 09 Mar 2026 08:50:56 GMT

Password does not work. Then selected forgot password. Says to answer security question, but no question is in the box.

Re: How to continue 2021 tax return?

MichelleLO — Mon, 07 Mar 2022 22:53:28 GMT

Please try logging completely out of the TurboTax website, then clear your browser's cache and delete cookies. A full or corrupted cache can keep TurboTax from functioning properly. If that doesn't work, try a different browser.

Re: How to continue 2021 tax return?

LKVK — Tue, 08 Mar 2022 00:54:26 GMT

The cache and data are cleared whenever I log out and shut down the computer. I have logged out and shut down the computer at least 7 times today.

Tried another browser (same cache and data clearing settings). Had same problems as described in original message.

Re: How to continue 2021 tax return?

CarissaM — Tue, 08 Mar 2022 16:45:48 GMT

Since you are having an issue logging in, please follow the instructions here to contact customer support. They will be able to assist in getting you in your account.

Re: How to continue 2021 tax return?

LKVK — Tue, 08 Mar 2022 18:53:35 GMT

I clicked on the link to the contact page, then selected Turbo Tax CD/download, it took me to a page with a phone number [phone number removed]. When I called the number it said since I was using free Turbo tax, it would cost ~$29 to get help. I paid for Turbo tax, why can't I get help without a charge?

I can log into Intuit/Turbo Tax. It shows I have a 2021 Turbo Tax deluxe download. There are no options to go to any support page.

What I can not do is open my existing tax return. I type in the tax return password. It says the password is wrong . When I click on forgot password, there is no security question in the box for me to answer. I'm prevented from accessing the return.

Do I need to uninstall TurboTax, delete the existing return and re-enter all the data?

Re: How to continue 2021 tax return?

DoninGA — Tue, 08 Mar 2022 18:57:50 GMT

@LKVK Did you follow the procedure when using one of the TurboTax CD/Download editions as shown in this TurboTax support FAQ - https://ttlc.intuit.com/community/using-turbotax/help/what-is-the-turbotax-phone-number/00/25632

Re: How to continue 2021 tax return?

LKVK — Tue, 08 Mar 2022 19:06:32 GMT

Thank you for the information. I tried to follow the procedure, but it was not possible.

When I clicked on the Contact us link, it only had the phone number [phone number removed]. I could not follow steps 2 or 3 because there was no way to select a product.

I phoned the number above. It said since I was using free Turbo Tax, I had to pay ~$29 for help. Not true I have Turbo Tax CD/download that I paid for.

Re: How to continue 2021 tax return?

MichelleLO — Tue, 08 Mar 2022 19:47:18 GMT

When you call the number, you can request to "speak to a representative". The system will ask you a few questions before transferring you to a representative.

Re: How to continue 2021 tax return?

hvsmith — Sun, 17 Apr 2022 03:13:44 GMT

continue with 2021 return

Re: How to continue 2021 tax return?

ChondelLO — Sun, 17 Apr 2022 16:18:58 GMT

Please clarify:

Are you unable to get back into the program?
Were you in the program and it locked up?
Is the program looping and returning you to the same spot or is it something else?

Please respond to this thread for further assistance. @hvsmith