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Please contact TurboTax support to get guidance.
For 2023 or 2024? Access your downloads here
https://shop.turbotax.intuit.com/commerce/account/secure/login.jsp?pagecontext=download
Are you in the right account? How to view all your accounts
https://ttlc.intuit.com/turbotax-support/en-us/help-article/account-management/many-intuit-accounts-...
It's common to end up with multiple accounts. First LOG OUT of whatever TurboTax account you're logged into right now. Then use this TurboTax account recovery website to get a list of user ID's for an email address. Run the tool against any email addresses you may have used
https://myturbotax.intuit.com/account-recovery/
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