Locked up on the My Expert screen? Do not have a tools menu bar or a my documents bar. Need my AGI for 2019 and cannot get to my old files?

[thesarge4j]

Is there any tech support? I cannot access my documents to get my 2019 AGI? Called support and all they could do is refund my money for 2020 taxes and could not get me back to my original account? I just lost 5 years of taxes with TurboTax!

[Cass0317]

Try closing out of TurboTax and clear your cache and delete cookies. Then sign back into your TurboTax account. If that does not work, try a different browser.

• Try closing and completing logging out of TurboTax

• Compete a disk cleanup,

• Restart your computer.  

Make sure you're using the same TurboTax account (with the same username) as in prior years. Otherwise, the below instructions won't work.

If you're signing in for the first time this year, we may ask you some questions before you get to the Tax Home screen where you can access your prior year returns. 

If you need to find an account, our account recovery tool can help you find your User ID or password.

Please see the TurboTax FAQ's below for additional assistance:

• How do I access a prior year return?

• Why can't I find my return in Tax Home or My Docs™?