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New Member
posted Jun 3, 2019 5:29:54 PM

I paid to upgrade from deluxe to premier and 1 computer did but Surface pro still shows deluxe.

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1 Best answer
Level 15
Jun 3, 2019 5:29:55 PM

You appear to be using desktop software (CD/download).   And did you do an in-program upgrade from Deluxe to Premier?    If so, a second computer would not know you upgraded the software on the first computer. 

You'll need to speak to TurboTax Support by phone to resolve this.

If it were me, I'd ask them to provide you a download of the actual Premier installation file, so if you ever have to reinstall for some reason, this won't happen again in the future.

If you are an Advantage member (annual subscription), log into your Advantage account and scroll down past the FAQ links.  Near the bottom of the page you should find a special Advantage phone number to directly contact Customer Support.

If you are not an Advantage member, use the form at the link below to schedule a callback.  Hours are 5AM-9PM Pacific (8AM-12 Midnight Eastern) 7 days/week.

https://support.turbotax.intuit.com/contact


5 Replies
Level 15
Jun 3, 2019 5:29:55 PM

You appear to be using desktop software (CD/download).   And did you do an in-program upgrade from Deluxe to Premier?    If so, a second computer would not know you upgraded the software on the first computer. 

You'll need to speak to TurboTax Support by phone to resolve this.

If it were me, I'd ask them to provide you a download of the actual Premier installation file, so if you ever have to reinstall for some reason, this won't happen again in the future.

If you are an Advantage member (annual subscription), log into your Advantage account and scroll down past the FAQ links.  Near the bottom of the page you should find a special Advantage phone number to directly contact Customer Support.

If you are not an Advantage member, use the form at the link below to schedule a callback.  Hours are 5AM-9PM Pacific (8AM-12 Midnight Eastern) 7 days/week.

https://support.turbotax.intuit.com/contact


New Member
Jun 3, 2019 5:29:57 PM

I sent a request for download thru the link and still haven't received an answer

Level 15
Jun 3, 2019 5:29:58 PM

It doesn't work that way.  You have to speak by phone with an agent likely with a call back.  Or did you indeed schedule a call back?

I'll post you some screen images on how that form works.  It'll take a few minutes.

Level 15
Jun 3, 2019 5:30:00 PM

Did you fill out the first form at that link, then on the next screen filled out another form?  And did a third screen ask you about getting/scheduling a call back?   Some people might be offered a phone number.

They close in ten minutes.  Once they are closed, you can't use this procedure until they open tomorrow at 5AM Pacific (8AM Eastern.)

See the screen images I added to my answer above.

Level 15
Jun 3, 2019 5:30:01 PM

The example screens I posted said "Paid for upgrade and need download file for Premier."    But you can ask the question however you want.    The method with a full Premier installation file will require you to uninstall your current Deluxe software on Computer 2 and then install the dedicated Premier software if you take that approach.

If that's not what you want to do, just say something like "Need help to get the upgrade I paid for."  And when you talk to Support, you and they can figure out which method to resolve your situation.  And they can likely do an in-product upgrade if you want that approach.