I have tried to gain access to my 2016 tax return documents for several weeks. I requested to upgrade to plus but was not able to enter payment info and not able to use upgrade. Tried again for deluxe

[mesquitebean]

I wish you had asked this question several weeks ago to avoid the frustration.  We can tell you a special way to pay.  I need to ask a few questions first.

1) Was the 2016 return prepared online, and have you located it in your account?
2) When you try to download/print/view the 2016 return, does it tell you that you need to pay?
3) Have you already filed a 2017 online return, or is the online 2017 return still in preparation?
4) What edition are you currently in for 2017?   By your screen name above it says "Free Edition", yet you mentioned above that you had upgraded to PLUS, and then later upgraded again to Deluxe.
5)  Is the 2016 return in the SAME account that you are using for your 2017 return?

Be aware there's a free option if a tax return transcript would suit your purpose.  You may be able to immediately download a 2016 return transcript at this IRS website at the link below.  If you don't qualify to open a free IRS account there, you can order one to come by postal mail, which takes 5-10 calendar days.
<a rel="nofollow" target="_blank" href="http://www.irs.gov/Individuals/Get-Transcript">http://www.irs.gov/Individuals/Get-Transcript</a>

[corrietrow]

I submitted the 2016 tax returns online that year. I have only used the free option. I did submit my 2017 tax returns already this year. I was trying to upgrade to plus so I could have access to my 2016 tax returns after submitting my taxes (weeks after I submitted 2017 tax return). I used the same account. I attempted to sign up for plus with a representative on the phone talking me through it. Your website glitched, would not give me a screen to enter payment info and will no longer allow me to select plus as an option. I tried to upgrade to deluxe since I am on a time crunch and had the same issue.

[corrietrow]

It has been 17 hours since I have received a response. Can I please get assistance with this situation?

[mesquitebean]

@corrietrow
I can tell you how to pay.   If you actually upgraded to Deluxe, however, it will charge you 59.99 instead of 29.99.   If you are in Deluxe, you won't be able to downgrade, since you've already filed the return.  If that's the case, then the only ones who could remedy that situation are the people at TurboTax Support.

 If it no longer allows you to select PLUS (grayed out), that means you are already in PLUS (unless you upgraded to Deluxe).  Do not upgrade any further, or you'll have problems.  My answer below has the steps and a simpler way to get to the payment screens.

[corrietrow]

I upgraded to deluxe yesterday because I was not able to use plus. How can I pay for the deluxe and access the capabilities of deluxe?

[mesquitebean]

I left the answer on how to pay below. Since you have already upgraded, once your return is open just skip to the last 5 bullet points in the answer to pay at the Print Center.

[mesquitebean]

NOTE:    When you open your return back up, do not make any changes in it, since it has already been filed.

Some of the steps you may have already done.

• Log in and go to the section "Your Tax Returns & Documents".  Click on that line or the word SHOW to expand that section.
• Choose 2017.
• Then click the link "Add a State".  (you aren't really adding one; that just opens the return back up.)
• Once the return is open and past the blue-green screen, click in the left menu column on Upgrade.
• In the Upgrade window choose PLUS.  NOTE:  If PLUS is grayed out, that means you are already in PLUS.  In that case, do NOT upgrade any farther, or you'll have problems.
• So if you are in PLUS, then you need to pay for it.  (Or Deluxe, if that's what you chose.)
  
• In the left menu column, click on TAX TOOLS, then choose PRINT CENTER.
• In the Print Center choose "Print, save, view THIS YEAR's return."   (yes, you say "this year's" because you are paying for PLUS 2017 to unlock the prior returns.)  You don't really have to print it.
  
• On the next screen choose to PAY NOW.  (for this unlocking purpose, you cannot use the "Pay Later" feature if it's offered.)
• The next screen will be an Order Summary.  It should show PLUS for 29.99. (unless you have upgraded to Deluxe at 59.99)
  
• Next screen says "Pay with Credit Card", but it can also be a debit card or prepaid debit card.

NOTE:  Do NOT use this method to open a return to make changes/edits to an already-filed return (one that has actually been mailed or efiled.)   If you later need to make changes to an already-filed return, you have to go through the formal amending process, and your return must start off exactly as originally filed.

NOTE:  Remember all PDF tax documents and data files are very sensitive files, since they contain your personal ID info, financial data, and possibly bank account numbers, etc.  Be sure to store them safely and securely to guard against computer theft, hacking, etc.