Already activated 2020 TurboTax Deluxe But Now CAN'T OPEN FILE

[Rechelle2020]

When I try to open the file I started a few days ago, the program will not start. Instead it kicks me out to the Activation window, and I can't even enter my previously entered License Code (even if I wanted to). The only area that is live within the window is "Learn More" and it sends me to a stupid page that doesn't address my issue at all. It seems like TurboTax is driving people to join their Live Basic plan, but I have already purchased, installed, and activated what I wanted to use. I have been a Turbo Tax customer for many, many years, and I am just baffled at the terrible service and software development that would leave me hijacked for days on end.

I had to change my display settings to 800/600 in order to fill out the activation form when I completed the activation. Very frustrating.

Is there a way to override this annoying hangup at the activation window????

[Rechelle2020 · Accepted solution]

It seems to be a display issue. I was using my laptop docked to a 36"  secondary monitor, but after waiting over 30 minutes for customer support, and another 20 minutes with the poor man trying to figure out how to help me in my tearful frustration, I decided to disconnect everything, uninstall TurboTax, reinstall it on my laptop with nothing else connected, and it worked! It didn't push me to the activation screen at all.

So I have learned that the software is not built for brand new computers or set-ups that include docking stations. I am not able to do my tax return with the luxury of a large font and screen for my eyes, but at least I can open my file and get this over with.

[KatrinaLO]

If you are having issues and need assistance, please contact customer support. Please see the Customer Support phone number below:

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

If you would like to reach out through our website, please see the TurboTax FAQ below for contact information: https://support.turbotax.intuit.com/contact/

[Rechelle2020]

I don't understand why you would offer contacting your customer support that was unable to help me solve my problem in the first place. I thought I articulated the fact that I solved my own issue after getting off the phone with customer support because they couldn't help me. 

I learned I am unable to use my new docking station because TT is not set up to work with newer, larger monitors. I have to make sure when I open my TT file, I am only using my laptop (disconnected from 2nd larger monitor).

[rainsmik1]

I am having same problem but without any second screen or dock and it does the exact same thing. I have uninstalled and reinstalled at least 12 times. Have used DVD and direct online download all with same results. Anyone with a suggestion?

[TerukoL]

@rainsmik1 Just to clarify, when you tried to download the software from TurboTax.com, you still cannot access it? I have posted the directions for TurboTax.com below. If you continue to experience the same problem, please click the link to contact TurboTax customer support for further assistance.

You can download your software directly from TurboTax.

1. Go to InstallTurboTax.com.

2. Set up a TurboTax account if you don't already have one. If you do, sign in. (If you don’t remember your credentials, you can walk through our Account Recovery page to see if you already have an account.)

3. Enter your license code in the pop up window.

   • It’s a 16-character combination of letters and numbers (XXXX-XXXX-XXXX-XXXX) that can be found on your CD box insert, envelope, or packing slip. (Note: The 2019 product has a 14-character code that looks like this: XXXX-XXXXX-XXXXX)

4. Select your operating system, and select Get Download.

5. Download your software and install.

   • When you get to the Your product is installed, now let's activate it screen, enter your license code in the License code box, and select Continue to complete installation.

Please click I bought the CD, but my computer doesn't have a CD drive to learn more. 

[Rechelle2020]

@rainsmik1 Hi, maybe this is a dumb question, but did you try adjusting your display resolution to 800 x 600?

That was a key to getting into the activation window in the beginning. On newer computers, the activation window is just blank, and you have to adjust the display to see what is in the activation window and enter your activation code.

Just make a note of what your original setting was, so you can return to it once you get past that window.

[LR42]

I too have been a customer for many years and no problem like this (I think like yours--I installed with disc then didn't use for a couplw of weeks. I have old HP computers. 10yrs +. Same one have done most on. They or someone texted me a 5 digit code in reply to my request last night from the program screen. but this does not work. I reconnected the modem. The modem is new.

I am not sure I would not make some mistake cutting off firewalls or reconfiguring the TC etc.  And now I am hearing that even if you have the code, getting it nto the program is not successful for you. This is a serious time wasting problem for me. I am still trying to look for the box; I have noticed that it was not where I would have put it--with the binder that 2020taxes and related info would go in.  They could provide a real person but it looks like they won't. No, I don't need any further big group of programs from them under an umbrella, this is all that I need.

[LR42]

I am reading all replies that might offer clues to my problem. But for sure I do not have the box (have the CD) it just has got separated with all the paperwork that is around doing taxes and other  actvities.  Obviously this is a  stupid  problem because it was my own sloppiness to have lost it, or not written down the number somewhere else. If I go to all the work of uninstalling it I will still need that number. I need the Premier edition; not sure that is available without paying for it again. I will check that out.  this is LR42 and I have not used any of these resources before. 

[JeanneLO]

Yes, you will need the license code to activate the software. Please see this for more information: Activating TurboTax CD/Download software

@LR42

[margierosa]

Need activation code not working 

[margierosa]

Wndow

[JeanneLO]

Your complete question did not come through. If your license code is showing an error please contact us for assistance. Please follow the instructions in this TurboTax FAQ to contact customer support:  What is the TurboTax phone number?

Also, the license code is entered in the License code box on the activation screen.  Please make sure and select continue after you enter the code to complete the installation.

Please see this TurboTax FAQ for more information:  Activating TurboTax CD/Download software

@margierosa

[ABB26]

Tried to get customer support and was pretty much told; you didn't buy it directly from us get bent.  Case [ number removed] is Closed

[mesquitebean]

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@ ABB26  wrote:

Tried to get customer support and was pretty much told; you didn't buy it directly from us get bent.  Case [social security number removed] is Closed

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This is the first comment I can find you from you in the community forum.   You can describe your issue in this user community forum, and we may be able to suggest something here.  You didn't provide any details, so we don't yet know what you are referring to.   You need to provide enough details that we know what you are talking about.   And are you using the Windows or Mac product, and what operating system version?

When you launch TurboTax, is it asking you to reactivate, even though you activated it previously?  If so, we may be able to help you resolve that.  Or is it something else?

If it ultimately cannot be resolved by our suggestions here in the user community, TurboTax also has a 60-day unconditional moneyback satisfaction guarantee for the desktop editions--no matter whether purchased directly from TurboTax or another authorized retailer.