New laptop. Asking to pay for state again

[Jersey Skier]

I'm attempting to install the past two years tax returns onto a new MacBook.  I use the desktop version. I have TT opened and it's asking me to download my states. The first one is installed and I get a message to add my second state. However it wants to charge me $45 to download the second state even though I paid for it last year.  

I called customer service twice and keep getting disconnected after sitting on hold for 5-10 minutes. 

Suggestions?

[xmasbaby0]

Try support again----customer support is the source of the help you need.

[VolvoGirl]

If you upgraded to a higher version or bought extra states they should be in your Turbo Tax account downloads, or you will need to ask support for them again,
https://shop.turbotax.intuit.com/commerce/account/secure/login.jsp?pagecontext=download

If you can't find your download, use this TurboTax account recovery website to get a list of user ID's for an email address. Run the tool against any email addresses you may have used
https://myturbotax.intuit.com/account-recovery

[Jersey Skier]

Is this for the Desktop Version too?  It's TT Deluxe and I had one free state and  2 that I paid for.  I need to download the past two years, so if I have to pay again I'll need to buy 4 states just to transfer my returns to this laptop.  I've bought new laptops before and never had this problem.

I've tried contacting support several times and keep getting disconnected.  I finally reached a live person and was disconnected again while she was trying to figure out what to do. She was just reading off a script and not answering the question.  She was telling me that maybe because it's a Macbook then Turbotax works differently. 

[VolvoGirl]

Yes my answer is only for the Desktop program.   The states you bought should be in your downloads at Turbo Tax.   Mine are.

[Jersey Skier]

Thanks.

So, I was able to find all my previous years TT purchases. Now, my problem it that the states are all listed as "Windows downloads" and my new laptop is a Mac. I had no problem downloading the 2023 program and the first state , but not sure how to get the remaining states that say Windows on to my Macbook. 

[VolvoGirl]

Then I guess you need to call in and ask for the Mac download.  Sorry.

[Jersey Skier]

Spent several hours on this last week.  Gave up. I'll try again after the weekend.  Luckily there's still a few months left to figure this out.  Though I keep seeing commercials stating how easy it is to transfer last year's return to H&R Block and it sure looks tempting. 

[GarbageTax]

Same problem, but I'm just trying to do 2024 taxes. I finally gave up. I scoured the website, try all sorts of ways to download, reinstalled on Mac and Windows, and called support. They just read a script and tell me things like "restart Windows". Turbo Tax is a mess - it has just gone downhill for 10 years. Nothing changes and the bugs just keep piling up year after year.

I bought TurboTax Home and Business. I claimed California and bought Colorado for $45 extra. I had to switch computers and now can never get Colorado again. My returns will no longer open due to a missing state error. Any attempt at all to re-download Colorado just takes me to the "enter credit card" flow. I'm just done. I've been with TurboTax since 1996 and will never ever ever ever use it again.

[Jersey Skier]

Mine was eventually figured out by TT. I had to keep asking for a supervisor and explaining everything over again, but one of them eventually took the info and fixed the issue on their end.  It took them a few days and they never actually replied to tell me it was corrected but one day my states were showing up again as they should. 

Good luck.