m_j_marsh:
Did you use the link above? If you purchased desktop software as a download directly from the TurboTax website, and didn't find your download using the link posted above, then here's how to look for multiple accounts. I'll also leave info on phoning Customer Support, if needed.
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 and recover account access, you can use the tool at the link below. Try using your phone number first. 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 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, and choose the small blue link that says "Try something else", and it will look you up by SSN and other parameters.
If you still can't find the download, here's how to phone TurboTax Support. They open at 5AM Pacific (8AM Eastern).
You can use the form at the link below to schedule a call back, or it may provide a number.
Where the form asks what product you are using, be sure in the dropdown menu to indicate "CD/download" and the proper operating system, then indicate which Edition.
https://support.turbotax.intuit.com/contact
