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Cruzesa
Level 3

Upgrade to TT Live from Retail purchase of Premier

I purchased TT Premier from Costco but now want to have access to TT Live support. I see instructions that indicate if TT was purchased via CD/download, you can't upgrade. I find this hard to believe. Is there really no way to upgrade my purchase to get access to TT Live support. Can I return my original downloaded purchase (purchased on 12/26/2020) even if I've started my taxes on it? If so, how? and will I get credited for the amount already paid?

4 Replies
KatrinaLO
Employee TurboTax Specialist

Upgrade to TT Live from Retail purchase of Premier

TurboTax Live is available for TurboTax Online customers only. TurboTax Live isn't available in the TurboTax CD/Download software. Please see below for more information:

https://ttlc.intuit.com/community/choosing-a-product/help/how-do-i-get-turbotax-live/00/27305

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Cruzesa
Level 3

Upgrade to TT Live from Retail purchase of Premier

Very disappointed that there is no way to upgrade from a retail purchase to a TT Live.

dgraham1956
New Member

Upgrade to TT Live from Retail purchase of Premier

Agree. This is bad customer support. Should be a way to upgrade to this product - especially if I've already basically completed my return on the retail version and have come across something that needs expert advise.

Opus 17
Level 15

Upgrade to TT Live from Retail purchase of Premier


@dgraham1956 wrote:

Agree. This is bad customer support. Should be a way to upgrade to this product - especially if I've already basically completed my return on the retail version and have come across something that needs expert advise.


The programs are designed for different user experiences.  The desktop version is designed more for do-it-yourselfers.  The Live expert option and screen sharing are not integrated into the desktop version.   If you want to change to the Online experience (including Turbotax Live), you can use the satisfaction guarantee to get a refund of the price you paid for the desktop software. 

https://ttlc.intuit.com/community/charges-and-fees/help/our-turbotax-satisfaction-guaranteed-refund-...

 

The satisfaction guarantee policy is officially limited to 60 days.  but since you are asking to upgrade from a $40 service to a $160 service, I suspect customer support could work something out if you called them.

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

*Answers are correct to the best of my ability at the time of posting but do not constitute legal or tax advice.*

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