I bought 2020 Premier CD/download from Staples. Logged In my TurboTax acct, but cannot find "Pop up" window for entering license code. How can I download my TurboTax?

[EbonyL122824]

Follow the instructions in this TurboTax FAQ to find your license code. If you need further assistance, contact customer support here.

[RMA007]

Download button does nothing.

I am computer literate and I can elaborate further.

I am a user of TurboTax for more than a decade. Paid for my license for TT Premier Desktop 2020 tax year online at intuit.com and got it under my intuit account. All good until I go to my purchases tab and try to click on the blue large button saying "Windows download". Nothing happens. No download, no nothing.

First I thought the Firefox browser has some issues. So I tried MS Edge and then Google Chrome to same results. I took each browser and disabled all security/firewall features to no avail.

I even changed my Internet connection to my mobile phone thethering WiFi, suspecting something might be wrong with my broadband router.

No change.

I copied the License code and went to shopping.turbotax.intuit.com and tried to redeem my license there.

Every time I type in the 16 characters an error saying "Whoops! We hit a snag loading your data. Please try again." pops in red and that is all.

I called support and they gave me a new license, despite them seeing that my license was valid and un-redeemed yet, just because they thought it is something wrong with my initial license.

No change at all. New license behaves the same and download for it does not start no matter the browser  settings and on license input window I get same "Whoops! We hit a snag loading your data. Please try again." message.

I called support again, with case number and all, and after 30 minutes of explaining the whole deal and them being unable to come up with something, the conversation disconnected and there was NO FOLLOW UP, despite me being asked to provide a mobile phone number at the beginning of conversation for the purpose of reconnecting if conversation drops. I am writing this text now at 1 hour after connection dropped with no one reaching back. Thanks for the wonderful support, Intuit! The number read back by operator was confirmed by me, so she knew where to call back. I cannot call back and reach same person or if I call, I have to wait over 90 mins to get to someone.

In the hour spent trying to understand what is going on, I have entered the console mode on the page of download and saw approx. 60 script errors. All these errors gravitate around missing arguments for function calls. I think as of now there is either something botched on my Intuit account or simply the download page script is broken.

At this point I am really unhappy and wish to move somewhere else. I want someone to reach back to me and give me a solution.

Any help would be fantastic!

[TiffanyL]

May I ask are you using Windows 7 by any chance?

[RMA007]

Thanks for the follow up.

I am using Windows 10, ver. 20H2., OS Build 19042.804

However, after a few judgments and a tryout on a completely different computer with absolutely same results, I came to the conclusion that the only common link to all attempts was my Intuit account.

Therefore, I did create a brand new account on a different e-mail address and everything went smooth, software downloaded and installed and now halfway through my taxes.

I had to buy again the license on the new account though, and I am reaching out for a refund on the previous unused one.

The question still lingers: what is wrong with my account? Why my Intuit account of 10+ years stopped working properly? And is there a way to reset it? I don't want to resort to creating new accounts every time something does not work. I would rather have my account examined and hopefully troubleshooted and fixed, so that I can keep all my Intuit product history and purchases in the same account.

Is there a place I can report someone my situation and they can look into my account to figure what is wrong?

I hope you have a high enough tech person that can examine what can be wrong on my Intuit account.

Let me know please any advice you have. Thank you!

Kind regards,

Radu

[TerukoL]

@RMA007 We take your concern very seriously and wish to help address this.  Unfortunately, in this public forum, we do not have direct access to your account, so we invite you to please contact our TurboTax customer support. team to assist your further.

[Chaya Gitl]

I purchased the TurboTax 2020 software package from Staples. I tried at least a dozen times to get a download of the software from TurboTax. I provided all of the information requested, including confidential information and still had no luck. I contacted the TurboTax helpline and was advised that in order to get any assistance I would have to pay one dollar and provide my credit card information. It sounded suspicious and I decided not to do so. I am concerned that this may be a scam. Has anyone else had this kind of difficulty in getting a download in order to use the TurboTax software after having per purchase the package from a third-party vendor. Any event, if anyone out there can provide me with the details necessary in order to download the software, it would be much appreciated. Otherwise, I will have to return the software to Staples since what they sold me is presently unusable.

[JotikaT2]

Please see the following link if you are trying to get the licensing code.  The link provides additional information and a link to contact us if you are still having issues.

Licensing code for software

@Chaya Gitl