Logged in in a different browser and my taxes are gone

[PumpkinDog]

I do my taxes online every year and started this year and got as far as I could without some of my tax documents that haven't arrived yet.

I logged in at work and it's like I'm starting over.  Not only that, but it's not remembering my previous taxes.

I don't have multiple accounts.  I double checked that per this link: How many TurboTax accounts do I have?

I think this happened last year, too.  It just corrected itself eventually?  Annoying because I wanted to quick grab one of my kid's SSNs for something else.

[xmasbaby0]

Many people have multiple TT accounts and forget how to access them.  Log out of the account you are in now.

Account Recovery

https://ttlc.intuit.com/questions/1901535-forgot-your-turbotax-online-user-id-or-password

https://ttlc.intuit.com/questions/1901486-how-many-turbotax-accounts-do-i-have

[PumpkinDog]

1. First, sign out of your account (otherwise, you'll be thrown into a loop in step 2).
2. Go to our Let's get you signed in page.
3. Enter your email address, phone number, or user ID.
4. We'll send a code to either your email address or your phone. Enter the code we've sent you.
5. We'll show you a list of your accounts. Select the one you want to sign in to.

I've gone through these steps several times in several different ways (new browser, incognito, different browser, cleared cache) and at step 5 it just logs me in to turbotax.

I called support and they were able to see I have two separate intuit accounts with the same exact information but were not able to give me a way to distinctly log into both of them.  I tried changing my email on the one that was being logged in on on this computer hoping that my other email would log in to the other account and now it just says that there isn't an account with the old email.

I'm pretty sure they messed something up on their end.

[PumpkinDog · Accepted solution]

Summary

You might have accidentally done your taxes on your mint account when you already had a turbotax account.  They're supposed to be "one intuit account" but intuit is obviously having some troubles with this.

Background/Explanation

If you run into this, you might have been logged in to mint (or some other intuit account) when you started doing your taxes.

My mint account used my same email/username as turbotax.  When intuit bought mint they merged both mint and turbotax into one intuit login.  For me, this was two separate accounts with the exact same credentials.  This seems fine, but turbotax/intuit does not recognize my mint credentials directly.

Once I found out I did have two separate intuit accounts with the same userid and email, I tried changing the email/username on one thinking the existing email would let me log in to the other.  Nope.  When I type in that email or username into intuit/turbo tax it says it could not find that username.  I was able to log in to the other account by clicking the "try another way" option on login, entering my SSN and address and a few other security questions.  I tried changing my email and userID on that one and it still would say the userID (I just entered) did not exist.

Tech support had me submit an account recovery ticket including a picture of my gov't ID as a way to "reset everything" but guess what that just got auto-rejected because "userID and email not found."  Finally someone saw that my one account was originally a mint account which "shouldn't be allowed to do taxes" but apparently it does because I did my 2021 and 2022 taxes with that account.

If I went to mint.com and logged in there with that account I could get to turbotax under that login.  I cannot log in to turbo tax directly.

Solution/Workaround:

1. Go to mint.com (or another intuit owned/acquired website you have an account)
2. Log in
3. In the bottom left (for mint) click on "Intuit Account"
4. On the intuit account Overview Page there should be a card with "Go right to your products" with TurboTax listed
5. Click on TurboTax, you'll get a pop-up saying you're headed to turbotax, tap ok

If you don't see TurboTax on step 4, then this wasn't the account you used to do turbotax