ItsDeductible 2021 Data Has Vanished

[mike123456]

My wife entered all of our clothing and cash donations through Its Deductible last month and now when we login to bring them into TurboTax it shows that none were entered.  It still shows our 2020 entries in ItsDeductible but none of the data entered for 2021 donations. We have already verified that we are logging into the right ItsDeductible and Turbotax accounts (verified on two separate computers). When I go into Turbotax and "Import from ItsDeductible" it says "No user found or no user data available"

Any idea why all of our data entry would be gone - and how to get it back?

[CarissaM]

Are you logging into the same account that the ItsDeductible was entered on? As it could be a different login. 

[mike123456]

Hi Carissa, yes, I have confirmed that I am logging into the same account.

[mesquitebean]

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@ mike123456 wrote:

 yes, I have confirmed that I am logging into the same account.

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So when you log directly into the ItsDeductible website, you are not seeing any entries at all when you select the 2021 tab?   At log in, if ItsDeductible opens showing 2020 donations, did you switch the tab to year 2021?

You didn't say "how" you "confirmed" the account.   I'll tell you how to normally look for multiple accounts, and if you need additional help after that, I've left info below on how to phone TurboTax Support.

You can have up to 5 accounts that use the same email address for notification purposes.  A User ID may be an email address, but it doesn't have to be.  It might be only part of an email address, or it can be anything at all.

To get a list of your User IDs, reset password, and recover account access, etc., you can use the tool at the link below.  When using the Account Recovery tool, try using your phone number first if you can still access it.   After that, if necessary, then run the tool on your email address(es) you can access.

NOTE: Before running the account recovery tool below, log out of all Intuit accounts including this user forum, or you might end up in a loop.  Then clear your browser Internet cache, close your browser, then reopen it, and go to the link below.  You may wish to copy this link so you can paste it into the new browser session.

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

If still no luck after running that on your phone number you can still access and email address(es) that you can access,  here's another method:

Go back to the tool again, but this time leave the data field blank, scroll down a bit, then choose the small blue link that says "Try something else", and it will look you up by SSN and other parameters.

If you continue to have problems finding your 2021 ItsDeductible entries after all that, here's how to phone TurboTax Support during business hours.

Support hours are 5AM-9PM Pacific (8AM-12 Midnight Eastern), 7 days/week

FAQ: What is the TurboTax phone number?
https://ttlc.intuit.com/community/using-turbotax/help/what-is-the-turbotax-phone-number/00/25632

[mike123456]

Thank you, I will try calling Support.  To answer your questions:

1) The 2021 tab for ItsDeductible shows "Not visited" next to each item and Total Donations says "Not Visited"

2) The 2020 tab is filled in with the correct amounts

3) We use only 1 email address so I don't know why there would be any other user accounts

In a bizarre twist, when trying to double check this in Turbotax, even though it said "Nothing imported", on the following screen it actually imported EVERYTHING with the right amounts and dates.  I was afraid to try importing again since ItsDeductible shows as empty.

I see other threads from users in Feb 2022 frustrated with ItsDeductible not working and we will be very careful next year if we decide to use it again.  Even thought we had thousands of dollars of donations, we are realizing with the new tax laws that we will likely use the standard deduction each year so don't have a need to track everything we donated.

[pel22]

When I logged in recently, something similar happened. None of my donations for 2020 are there, and I'm pretty sure I started for 2021, and it says "0" for donations. We even have a printout of 2020. I called support and they didn't know what to do.

[mesquitebean]

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@pel22 wrote:

When I logged in recently, something similar happened. None of my donations for 2020 are there, and I'm pretty sure I started for 2021, and it says "0" for donations. We even have a printout of 2020. I called support and they didn't know what to do.

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At the main ItsDeductible page, do you see 3 tabs for 2021, 2020, and 2019, and have looked under the relevant tab for the tax year in question?

The first thing I'd do if your donations are not showing up is to look for multiple accounts.  Many people end up with multiple accounts without realizing it.   Here's how to troubleshoot for multiple accounts (User IDs).  You should try this even if you think you only have one.

You can have up to 5 accounts that use the same email address for notification purposes.  A User ID may be an email address, but it doesn't have to be.  It might be only part of an email address, or it can be anything at all.

To get a list of your User IDs, reset password, and recover account access, etc., you can use the tool at the link below.  When using the Account Recovery tool, try using your phone number first if you can still access it.   After that, if necessary, then run the tool on your email address(es) you can access.

NOTE: Before running the account recovery tool below, log out of all Intuit accounts including this user forum, or you might end up in a loop.  Then clear your browser Internet cache, close your browser, then reopen it, and go to the link below.  You may wish to copy this link so you can paste it into the new browser session.

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

If still no luck after running that on your phone number you can still access and email address(es) that you can access,  here's another method:

Go back to the tool again, but this time leave the data field blank, scroll down a bit, then choose the small blue link that says "Try something else", and it will look you up by SSN and other parameters.