@jgatewood76 wrote:
I purchased the CD at Costco.
-My license on the CD Wallet is 16 characters long and the CD based software only allows me to input 14 characters.
-I tried downloading the online version but it never seemed to complete.
-It seemed to accept the 16 character license but I noticed after I hit enter that the final letter was changed to lower case.
-I tried to put in the product key to download again but was given a message that the product key is already in use by someone else.
Email reply is fine and I will check my email tomorrow after church about 2:00 PM US CDT.
My email is [email address removed]
This is a public Internet forum. You should not post any personal info in this user community forum. TurboTax Support will not email you, but no telling who else could potentially try to spam/scam you. However, it looks like the forum privacy filter removed some of your info for your protection.
The 2019 license was 14 characters long, but the 2020 license is 16 characters. If your CD only accepted 14 characters, that makes me wonder if it was 2019 software product by mistake.
As for getting the download, I don't know why it changed the last letter of your license code to lower case, but the license code is not case-sensitive, so it shouldn't matter.
I don't think your situation can be resolved in this public user community forum, especially if it ends up needing a new license code, which cannot be provided in this forum. It's likely you'll need to be questioned more about what all you are doing and experiencing. You can phone the folks at TurboTax Support for realtime assistance.
Hours are 5AM-9PM Pacific (8AM-12 Midnight Eastern) 7 days/week.
You can use this contact form to get a phone number, or it may schedule a callback.
https://support.turbotax.intuit.com/contact
