Why can't I download turbotax 2016 yet?

[gbussey]

I had to update my payment info today and Intuit recognized the updates and said download available today - but I haven't been able to access any new downloads

[DoninGA]

Are you accessing your download account using the exact same user ID you used to purchase the software - <a rel="nofollow" target="_blank" href="https://shop.turbotax.intuit.com/commerce/account/secure/login.jsp?pagecontext=download">https://sho...>

[gbussey]

I am trying.  I can see the order when I type in the order number and check on status - but when I hit the button where it says I can download it, I just get a screen with all my old downloads from past years.  I waited over an hour for a live person to help but finally gave up.

[mesquitebean]

Check to see if you have multiple accounts without realizing it--even if you think you only have one.  The download could be in another account.  Once you know all your User IDs, try each one at the download link DoninGA provided above.

To get a list of your User IDs and recover account access, 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 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.

<a rel="nofollow" target="_blank" href="https://myturbotax.intuit.com/account-recovery">https://myturbotax.intuit.com/account-recovery</a>

If still no luck after running that on each email address you have, then run the tool yet again, but this time choose the small blue link that says "I don't know my email address or User ID", and it will look you up by SSN and other parameters.

[DoninGA]

@epo39b - TT changed "I don't know my email address or User ID" to "Try something else".  Caught me off-guard also.

[mesquitebean]

Oh, thanks for that update!  I'll change that last sentence in the future.  Thanks.

[gbussey]

Thanks!!  I finally got through to TurboTax support and we got it downloaded - I had to go in via "Products & Pricing" - TurboTax Advantage - and sign in with the correct user ID.  Once I did that, the "My Downloads" showed me the 2016 download, which went just fine.  Thanks for all your help.

[DoninGA · Accepted solution]

TurboTax support is the only way to get this resolved if you are signing onto the download account and do not see your software purchase.

See this TurboTax support FAQ for a contact link and hours of operation - https://ttlc.intuit.com/questions/1899263-what-is-the-turbotax-phone-number

To contact TurboTax customer service/support use their contact website during business hours.

Submit your question/problem during business hours and then use the option for Call (a phone number will be provided for Call) to speak directly with a TurboTax agent -

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

Note:  The Call option will not be available when TurboTax Support is closed.