@ marym-delaney
@ bwoirhaye mentioned that multiple accounts can cause the problem you are having.
If you already prepared a 2024 online return, and now when you log in, you can't find evidence of it, and it's wanting you to start one, then you may have multiple accounts. Here's how to troubleshoot:
You can have up to 5 accounts that use the same email address for notification purposes, but a User ID has to be unique. 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 (up until recently) it can be anything at all.
To get a list of your User IDs, reset password, and recover account access, etc., you can use the tool at the link below. When using the Account Recovery tool, try using your phone number first if you can still access it. 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 you can still access 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, scroll down a bit, then choose the small blue link that says "Try something else", and it will look you up by other parameters.
