MULTIPLE Account Recovery Requests failed.. HELP!!

[mom2louis]

I have been trying now, since January 6th to reset the password to the login that I used to file my 2019 taxes. The laptop on which I filed those taxes is not working any longer, and I don't have the tax files. I work from home and have my own business, so Schedule C items are immense.. I have carryover items, etc.

I have used the submission thing multiple times, with various combinations of information when the previously used info doesn't work, as my name has changed since I created the login and I also have a new phone number.

I was on the phone with TT about a week ago for over 3 hours.. speaking for an hour each to 3 different people.  They could SEE where I filed with TT last year and I even verified the last 4 of my SSN, checking acct # where my refund deposited to, etc. but they couldn't get in to update my phone number or email address. 

I just called TT AGAIN and was told "there's nothing turbo tax can do.. I will have to contact the IRS and pay $50 for a copy of my 2019 taxes". 

Is there ANY OTHER WAY to reset a password than to do the "account recovery" thing?? What happened to answering questions to verify your identity and getting an email link to reset it?  I've been using TT since the 90s.  What in the world has happened to customer service?

[MichelleLO]

The account recovery is set up for security purposes to protect customer's tax data, so the account recovery steps are, unfortunately, the only option. In lieu of paying for your tax return, consider a free IRS transcript. A transcript contains most line items from your return and can be used if you need last year's AGI or other numbers from a previously-filed return. To order, go to the IRS Get Transcript page and choose an option: online (same-day) or by mail (5–10 days).