Where do I enter my license code on this website? I have purchased a basic Turbo Tax disc. there is no pop-up window on this page

[jfcorvaia]

the place my licence code never appears

[xmasbaby0]

@jfcorvaia We cannot tell from your post whether you are trying to use online software or the CD/download.   We sometimes see confused users who buy the CD/download and then "log in" to online software by mistake --- did you do that?   Did you use a user ID to start on your return?  If so you are in the wrong program.

Access your downloads here

https://shop.turbotax.intuit.com/commerce/account/secure/login.jsp?pagecontext=download

https://ttlc.intuit.com/community/tax-topics/help/activating-turbotax-cd-download-software/00/852971

If you went into the wrong software and need to switch to the CD/download:

https://ttlc.intuit.com/community/choosing-a-product/help/how-do-i-switch-from-turbotax-online-to-th...

[BillM2]

This question / problem is obviously frustrating many TurboTax users.  And, unfortunately, Intuit / TurboTax support personnel just don't understand.  Really?   It's simple...  I purchased the TurboTax Desktop software which includes a License Code.  But, the purchased software is not compatible with my desktop computer hardware/software.  So, I cannot load and run the Desktop software!  Given, I already purchased a license, I want to use that license to access the TurboTax OnLine system.  But, NO can do!  I must now buy the OnLine version.  Intuit - That is ridiculous and insane.  HELP!

[BillM2]

One more note to add to this string of frustration....  The Intuit Support Assistant (800-4INTUIT) is useless.  I don't want to talk to an AI system, that cannot understand my problem.  I want to talk to a real support person, who can HELP me.

[Critter-3]

You cannot use the downloaded program code on the online program ... you can get a refund of the downloaded version you cannot use and then pay the online fee.  

If you bought from TT directly  go here TurboTax CD/Download Refund Request Form to request a refund of the downloaded program  within 60 days of purchase. 

[BillM2]

Critter-3, I appreciate your prompt reply.  And, your answer is direct and understandable.  Thank you.

However, as a customer, I think the process you explained, is cumbersome and unnecessary.  I should be able to keep my Desktop version and also use it as an OnLine version, using the one license.  Further, being able to use the Desktop version for OnLine, would allow for a tighter integration between the two.  And, make it easier for the customer, with much less frustration (i.e. a better customer experience).

Please forward my concerns and suggestions to the appropriate Intuit management.

[jb895291]

I have my license code, I need to download

[jb895291]

USAZ-NUBU-Q8V5-X7EP

[VolvoGirl]

Posting the License Code here in this public user forum will not activate your program.   We can not use it to look you up or for anything.   And the whole world can see it and steal it.

[BillM2]

VolvoGirl - Berating a frustrated user is not helping them!  This is one of the problems with TurboTax "Support" - It is nearly impossible to get real support / help.  Instead you provide useless responses to valid questions.  And, then wonder why your customers are frustrated.  Or, worse...

Can you not see that this user is asking a simple question regarding how to use/enter the License Code.  Try to give him/her an helpful answer.

[Critter-3]

@BillM2 

Sorry but the system has been the same for decades  and it will not be changed.   The online and downloaded versions are completely separate so if you buy the download you should use the download.  If you started in the online version you can easily switch to the download and finish the return but you cannot do the reverse ... the programs simply don't work that way.

[Critter-3]

@jb895291 

You might have more than 1 account.  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  

If you need to download your program…..

https://ttlc.intuit.com/questions/1901289-download-your-turbotax-software-purchase  

Access your downloads here

https://shop.turbotax.intuit.com/commerce/account/secure/login.jsp?pagecontext=download

If you are an Advantage subscriber sign onto your Advantage account to download

https://accounts-tax.intuit.com/turbotaxadvantage

[BillM2]

Critter-3,  Thanks again for your response.  I understand how it is, now.  But, ....  There are many customers who are frustrated with this software model.  We are also frustrated with the high cost of the OnLine version - at least double the cost of the Desktop version.  And, we are frustrated with the poor product support via the Support Assistant phone line [phone number removed]).  How do we get these issues addressed by the Intuit senior management?

[Critter-3]

Well I highly doubt they will change the "model" ... it has been this way since the beginning.   Consumer's need to carefully review everything before they purchase/file.  There will always be an online and downloaded version available and they have always worked differently and had a different pricing structure.  Of course the "for profit" company will always put the more expensive option on the easier to reach shelf just like any other retailer.  It is up to the consumer to decide which product with which features is right for them.  

As for the support ... the program is fundamentally a DIY project with limited support unless you pay the additional fee for an expert to review or complete your return.  Customer support for any company is dependent on the help they can hire and the training they get ... I was one of those "help experts" back in the day for the tax questions and I had to come with the tax knowledge and basically learn the TT program on my own (of course they gave me access to all of the downloaded versions and I set up fake accounts online ... still tap into them to this day) .  Don't know what training the tech support or customer service side gets ... when asking for help it is important to get routed to the correct department so you get someone more able to help.  In my case I knew the taxes and could get folks maneuvered into the correct section of the program but technical issues were beyond my scope and had to be transferred to the correct department. 

All the info you need is on the website ... consumers  just need to read all the screens before choosing a program  ... 

Also don't forget to pass the along the IRS FREE FILE info ... I do all the time ...   https://www.irs.gov/filing/free-file-do-your-federal-taxes-for-free

[hockeytown56]

Please help