How to continue 2021 tax return?

[LKVK]

Password does not work.  Then selected forgot password.  Says to answer security question, but no question is in the box.

[MichelleLO]

Please try logging completely out of the TurboTax website, then clear your browser's cache and delete cookies. A full or corrupted cache can keep TurboTax from functioning properly. If that doesn't work, try a different browser.

[LKVK]

The cache and data are cleared whenever I log out and shut down the computer.  I have logged out and shut down the computer at least 7 times today.

Tried another browser (same cache and data clearing settings).  Had same problems as described in original message.

[CarissaM]

Since you are having an issue logging in, please follow the instructions here to contact customer support. They will be able to assist in getting you in your account. 

[LKVK]

I clicked on the link to the contact page, then selected Turbo Tax CD/download, it took me to a page with a phone number [phone number removed].  When I called the number it said since I was using free Turbo tax, it would cost ~$29 to get help.  I paid for Turbo tax, why can't I get help without a charge?

I can log into Intuit/Turbo Tax.  It shows I have a 2021 Turbo Tax deluxe download.  There are no options to  go to any support page.

What I can not do is open my existing tax return.  I type in the tax return password.  It says the password is wrong .  When I click on forgot password, there is no security question in the box for me to answer.  I'm prevented from accessing the return.

Do I need to uninstall TurboTax, delete the existing return and re-enter all the data?

[DoninGA]

@LKVK Did you follow the procedure when using one of the TurboTax CD/Download editions as shown in this TurboTax support FAQ -  https://ttlc.intuit.com/community/using-turbotax/help/what-is-the-turbotax-phone-number/00/25632

[LKVK]

Thank you for the information.  I tried to follow the procedure, but it was not possible.

When I clicked on the Contact us link, it only had the phone number [phone number removed].  I could not follow steps 2 or 3 because there was no way to select a product.

I phoned the number above.  It said since I was using free Turbo Tax, I had to pay ~$29 for help.  Not true I have Turbo Tax CD/download that I paid for. 

[MichelleLO]

When you call the number, you can request to "speak to a representative". The system will ask you a few questions before transferring you to a representative. 

[hvsmith]

continue with 2021 return

[ChondelLO]

Please clarify: 

• Are you unable to get back into the program? 
• Were you in the program and it locked up?
• Is the program looping and returning you to the same spot or is it something else?

Please respond to this thread for further assistance. @hvsmith