RESOLVED Fully -- after spending far too much time over 3 calls!! The only way to get this issue fixed is by calling TurboTax several times -- and hopefully get a knowledgeable or determined customer service representative (CSR)!
This process is extremely inconvenient. It would be very hard for average people like my parents to figure out this process. I am taking the time to write out all the details in the hope that TurboTax can use it to improve its customer experience and maybe include this info in its FAQs.
Problem: I wanted to install the software on 3 computers (2 Windows and one Macbook), like I do every year, using 3 of the 5 downloads that are included with the purchase of a Deluxe State 2020 disc. Since 2020, TT discs have a license code (probably to track the usage) that can be connected to your online Intuit account. That enabled me last year to download the software on 3 computers without using the disc or needed an external disc drive. But not this year.
The initial problem was twofold: (a) the 2020 Deluxe State disc purchase was NOT showing up on my Intuit account under downloads, and (b) my license number was showing as “already activated” when I tried to add it to my account.
1st CSR call was 1 hour, 30 minutes, on Friday, January 8: The CSR was very professional and determined to help. Initially, neither she nor her supervisor could find an answer to this issue in the TurboTax database -- which is not user-friendly for a company this large and an issue that’s common.
After jumping through several hoops and putting me on hold for long periods of time, the agent was finally able to add a Windows Download to my account, which sent me an email about asking me to download it -- it showed up as “a new order” under a new license code -- for $0. They she had to go to the back and associate my original license code to the new one she added on my account.
I was able to download it OK, but when when I tried to do my taxes the following week, I discovered that it was only the federal product -- it did not include the California version that I had activated with the disc on my first computer. But I I was too frustrated with TurboTax, so didn’t want to take it out on a contract worker (they are people doing second jobs for TurboTax help line and don’t have any tax experience).
I tried to call back a couple of times during the week, but faced hold times of over an hour, so left my phone number for a call back. However, I was in work meetings when they called back.
2nd call was 15 minutes on Sunday, Jan. 17: I got a CSR who seemed to be aware of the issue. In order to save time, I gave him a short, succinct account of my problem and said I needed only the California download. So instead of having to ask me all the basic technical questions, he opted to skip those steps and was able to add it as yet another new free order -- but no new license code this time. He asked me to shut down the software on my laptop and then download from that new state link on my account, which then added the California product to the federal product on my PC. He waited till I could see that it worked.
However, this is just the Windows version.
But he said couldn’t add the Mac version (which I had done last year for my brother), and insisted that my purchase allows only for one platform -- which is not true. I told him to check my account so he could see both Windows and Mac downloads of the 2019 version, but he didn’t have access to it, probably because he’s not a TT employee. He said I could mail the disc to him, but he'd have to get an external disc drive to install it.
3rd call, 35 minutes on Monday, Jan. 18: I called again to see if another representative would know better -- and I lucked out. He was able to add the Mac download to my account after associated two sets of numbers near the barcode of the external package of the CD. It generated yet another license code.
But it took a long time because he still had to do a lot of stuff on the back end of the database.
All the CSRs were professional and helpful. But so much of their and my time wasted -- I am not a happy TurboTax customer!
Some tips for users:
1) Phone customer service does work, so be patient! The TurboTax phone line is now open on weekends as well -- from 5 a.m. to 9 p.m. Pacific time.
2) Calling TT would be better on weekends when you can either get an agent quickly or be available when they call you back. Be prepared with all your details + save your box/package.
3) If you bought a disc, try to install NOT with the disc but by going the download-from-your-account route fully (not sure if it will work -- but that's what I did last year and will try in the future).
That means log into your existing Intuit/Turbotax account (or create a new one), add your license code to the account, and then see if it populates the Windows and Mac federal + state downloads included in your purchase. After that, it should be easy to activate it on multiple computers (of course, for 5 downloads only).
4) Otherwise, you'll need to have access to a CD/DVD drive.
Hope this helps you, @Rtlemezis and @VolvoGirl . Sorry it took me a while to report back, but you can see it took a while.
