cancel
Showing results for 
Search instead for 
Did you mean: 
Level 1

I need to talk live

I'm paying a good amount of money for one of the top TurboTax packages. I can't access my 2017 AGI (even though I filed last year with TurboTax...?) and cannot file without it.
1 Best answer

Accepted Solutions
Level 20

I need to talk live

If you prepared prior returns online and can't find them, then you likely have multiple accounts (User IDs) without realizing it and signed into the wrong one.  This is one of the more common questions in the forum.  

You can have up to 5 accounts that use the same email address for notification purposes.  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 it can be anything at all.

To get a list of your User IDs and recover account access, you can use the tool at the link below.  Try using your phone number first.   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 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, and choose the small blue link that says "Try something else", and it will look you up by SSN and other parameters.
11 Replies
Level 20

I need to talk live

TurboTax Support will not phone you from this user forum, but we can tell you how to use the Live feature at TurboTax Support when they are open tomorrow.   They open at 5AM Pacific (8AM Eastern).   I'll tell you how to do that in a bit.

 But first, this forum may be faster.  I may be able to help you find your 2017 return right now.  How was it prepared--in Online TurboTax or the desktop software (CD/download)?

If it was prepared in Online TurboTax, log in and go the section "Your Tax Returns and Documents".  Expand that section, and choose tax year 2017.   Is the 2017 return there?  If so, what happens when you click on "download/print the PDF?"  Can you download it, or does it ask you to pay?   Is there also a clickable link there that says "View adjusted gross income (AGI)"?

Or do you find no evidence at all of a 2017 return in that account?  If not, then you likely have multiple accounts (User IDs) without realizing it.  We can help you troubleshoot that to find your other accounts.
Level 20

I need to talk live

Since you haven't returned yet to answer my questions, in the interest of time I'll go ahead and leave you some other alternatives in the meantime.

You appear to be using Live Deluxe.  Your Live feature is available during Support hours, which may have changed to 5AM-5 PM Pacific (8AM-8PM Eastern)  but we're trying to get TurboTax to verify that.

FAQ:   How do I connect with a tax expert in TurboTax Live?
<a rel="nofollow" target="_blank" href="https://ttlc.intuit.com/questions/4124827-how-do-i-connect-with-a-tax-expert-in-turbotax-live">https...>

Or here's how to reach standard Customer Support:   
Use the form at the link below to schedule a call back, or it may provide a number.
<a rel="nofollow" target="_blank" href="https://support.turbotax.intuit.com/contact">https://support.turbotax.intuit.com/contact</a>
Level 16 Kat
Level 16

I need to talk live

To access your 2017 AGI without your 2017 TurboTax return, you can visit the IRS webpage linked below.  There you can access a copy of your 2017 transcript (abbreviated version of your return), which will contain your AGI.  There is no charge for this service.  Hopefully you can complete your e-filing.

<a rel="nofollow" target="_blank" href="https://www.irs.gov/individuals/get-transcript">https://www.irs.gov/individuals/get-transcript</a>
Level 1

I need to talk live

Thanks for the responses.

1) I used the same email account last year that I am using this year. This is verified by checking my email where I received confirmations that "Your federal tax return was accepted by the IRS... To track your refund go here... etc" I have numerous emails verifying that the same account was used to file last year's tax return.

2) When I go to my profile and go to "Previous Taxes" - I only see 2018

3) When I go to the IRS website to request an online transcript I am prevented from completing the application and would need to request it by mail for whatever reason (a 5-10 day delay). I move around a lot but have tried all of my addresses over the last year and they didn't work so I'm worried that even if I mail it in they will not be able to send me my return.
Level 1

I need to talk live

Resolved - multiple accounts under same email address, hence my confusion with the emails. Thank you!
Level 20

I need to talk live

Yes,  you can have up to 5 accounts that use the same email address for notification purposes.  I'm going to go ahead and leave a full answer below that you can ignore since your issue has been resolved..  I do that so the thread won't still show as "needing help" and in case anyone is searching the forum with the same issue.
Level 1

I need to talk live

Thanks!
Level 20

I need to talk live

If you prepared prior returns online and can't find them, then you likely have multiple accounts (User IDs) without realizing it and signed into the wrong one.  This is one of the more common questions in the forum.  

You can have up to 5 accounts that use the same email address for notification purposes.  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 it can be anything at all.

To get a list of your User IDs and recover account access, you can use the tool at the link below.  Try using your phone number first.   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 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, and choose the small blue link that says "Try something else", and it will look you up by SSN and other parameters.
Highlighted
Level 4

I need to talk live

Someone call me

Level 2

I need to talk live

I am in my Turbo Tax account right now, but I would like to reset my password.