Why is my code not working and how do I fix it?

[anndaemer]

I bought the Turbo Tax to install on my computer - without CD.  I can't get the activation page to work.  I tried for an hour and I've been chatting with a less than helpful AI Chat and I've about lost my mind.  I've also tried to call the 800 number and the call keeps failing.  My next step is to post the nightmare on their Facebook page if they have one!

[anndaemer]

I bought the Turbo Tax deluxe like I have done

for at least the last 10 years,

[anndaemer]

It's the download version - NPOTY online or CD version.

[anndaemer]

I have been "chatting" with Turbo Tax's AI program for over an hour and done ALL the things it told me to do.  I've also called the 800 number and the calls fail to go through.  Sorry, but suggesting I go to the Turbo Tax page is NOT helpful.

[mesquitebean]

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@anndaemer wrote:

I have been "chatting" with Turbo Tax's AI program for over an hour and done ALL the things it told me to do.  I've also called the 800 number and the calls fail to go through.  Sorry, but suggesting I go to the Turbo Tax page is NOT helpful.

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Sorry you're having trouble.  You haven't mentioned what the issue is other than "can't get it to work," which is not enough to go on.    Did you install your product as in the FAQ below, and are you using the activation screen that's pictured in the FAQ?   If so,  what happens when you proceed to enter the license code, which is a 16-digit alphanumeric code?   Does it provide any error message?  

FAQ:  Getting started with desktop TurboTax

https://ttlc.intuit.com/turbotax-support/en-us/help-article/license-information/install-turbotax-cd-...

You said you couldn't reach Customer Support.  Is this the number you were using?   Hours are 5AM-9PM Pacific, 7 days/week

https://ttlc.intuit.com/turbotax-support/en-us/contact/

Here's another option:

You mentioned Facebook above.   If you use social media, you can contact a TurboTax Support agent directly through messaging at Facebook or X, where they should be able to help you with a license code issue.

https://x.com/TeamTurboTax

or
https://www.facebook.com/turbotax

[suevny07]

I purchased desktop and used online.  When i download it says 1 of 5 active, then tells me license already used

[MonikaK1]

You can switch from TurboTax Online to the desktop version, but they are separate platforms. You can transfer your in-progress online return to the desktop software. To do this, install the desktop software, select "Continue from TurboTax Online" at the sign-in screen, and import your data. 

Here are some other steps you can take if TurboTax is saying your license code was already used:

• Verify Account: Ensure you are not logged into a different or new TurboTax account. The license is permanently linked to the first account used.
• Check "Downloads": log into your account and check the "Downloads" section to re-download the software.
• Reinstall Software: Uninstall the TurboTax program, restart your computer, and reinstall it to clear potential activation issues.
• Contact Support: If it's possible that the code was stolen or used by someone else, call  TurboTax customer support for further assistance to have the license reset.

@suevny07