RESOLVED AFTER MANY CALLS: Cannot reinstall/download CD product on second computer

[glocom]

That is the # I called three times today.  Is there an extension that will get me to the right department?  

[jimbo0427]

I am also having this problem & I'm on the phone with TT right now. The CSR told me that since I bought it from Costco, my license is only good on a PC or a Mac not both (even though it says for either right on the package!!) I have asked for a supervisor. I'm coming unglued!

[jimbo0427]

Michelle, I purchased my copy at Costco. It says on the package "For Windows and Mac".  I am on the phone right now with a CSR & she told me that I have to buy yet another license because mine is only for one or the other. I know this is not true because I have loaded on both every year in the past. I would like to do what the above person did with just getting the Windows download added to their account. Can you please help me? thank you

Incident no [phone number removed]

[VolvoGirl]

Did you already install it from the CD?   Or did you use the download option the first time?   Either way you need to call in again and hopefully get someone who knows.  

If you installed from the CD it seems you can not download it from online now.  You can't do both CD and download.   See the new info on this FAQ

https://ttlc.intuit.com/community/installing/help/i-bought-the-cd-but-my-computer-doesn-t-have-a-cd-...

It says...

You can download your software directly from TurboTax. But, keep in mind, you can't use both the CD and the download — you must use one or the other.

And....if the CD has already been registered and installed on another device, you will not be able to switch to the download product or you may receive an error message that says, "This product is already associated with another account."

So you need to call in to get the download pushed to your account.  Contact Customer Service
5am-5pm Pacific Time
Monday-Friday

https://support.turbotax.intuit.com/contact/

[S-zmachinski0701]

Michelle I see you are a specialist so maybe you can help me...I have been on the phone for hours during the past three days...I downloaded the online version (I don't have a CD drive) of the CD/online Premiere TT and entered the license number.  I started some initial demographic info but then exited.  When I tried to return the next day, I found that my purchased  license was not linked to my account.  The only way I have been able to access my Federal form was to go through the downloaded saved form which takes me back to the forms page. Once CSR told me there were problems with these products if you didn't purchase directly from the site.  The CSR noted that if I tried to call back in the automated system would likely not recognize me because it didn't show I had an account so I wouldn't be able to get any help.  She transferred me to a supervisor to try to get an override to download the product to my account at not cost.  The supervisor said she was incorrect and was going to report her for spread this false information.  She said I would no problem signing in since I had now started my Federal taxes and would be able to access all services (online help, tax professionals, auditing.)  The process took 3 hours!!! The following day I was stuck on a tax question and called to get help from a tax professional.  The automated system kept saying I didn't have an account and put me in a loop where it would just sent me a text link to articles.  I tried to call and use the online help for hours without success.  I finally muddled my way through my Federal tax form and filed it.  However, I couldn't get the audit and the review would only show me errors TT found.  When I printed my forms (which it would only do after filing) I found two major errors that have cost me a few THOUSAND DOLLARS in my refund.  At this point I am not sure what to do about that because my return has already been accepted.  I started my VA tax return (free with my license) and purchased an AL tax return.  Because I purchased the AL form I was finally able to get to a specialist last night who sent me to a resolution specialist.  She assured me that she had consolidated the accounts and I should not have any more problems.  Unfortunately I started my AL taxes this morning and was almost through but it told me it didn't have the right forms.  The I tried to work on the VA taxes and it was filing for my spouse instead of me (he didn't live in VA last year.)  It wouldn't let me change the taxpayer on VA form.  I closed it out because I had an appointment and when I returned the forms were missing.  I tried to uninstall TT with the thought that maybe reinstalling would help but now my license says it's already been used.  I am beyond frustrated!!!  I need some help!!!  I paid for the Premiere edition and the extra State tax form and so far I've gotten on botched Federal form that cost me a lot of money and no State tax forms.  I cannot return the product to Sam's Club because it's been used.  Even if I could...that wouldn't help me.

[S-zmachinski0701]

That doesn't work...it puts you in an endless loop and won't let you talk to a specialist if there is a problem with the account being recognized

[S-zmachinski0701]

I forgot to mention that I also tried to call in several times and use the online help and both are saying that I do not have an account with TurboTax despite the resolution specialist saying she fixed me account last night.  So to sum up: no account, no access to a live specialist/tax professional, lost forms and wrong information on Federal filing.  Right now this is the only way to hopefully get some help.

[Mike Cokenakes]

I am having the same problem.  Loaded program with CD on desktop and when trying to load on laptop got license code associated with another account.  We have called several times and it has not been resolved.  They told me that once you load it on a desktop you cannot use a laptop and  download via the website.  They gave me instructions on how to get a refund!  

[MMGG1976]

Same problem in 2022.  Automated response system was completely useless.  

[MMGG1976]

I tried customer service.  Could not get past the useless on line system.  The system is not user friendly.  Can't wait for US to get past this system of having the Turbotax and H&R Blocks make millions off of this

[CarissaM]

What appears on screen or what is the error message you see when trying to install the program on a second computer @MMGG1976 ?

[MMGG1976]

My daughter was trying to download.  Had selected the Mac download.  Tell that the access code already used.  After two calls to automated system we said forget it and purchased another download 

[taimeng]

I'm thankful to all the other replies which convinced me that calling customer support is not worth the time.

The real problem is that fewer and fewer computers have CD-ROM drives. We have only one such computer at home but there are three adults in the household and we each have our own computer. We needed a way to install TurboTax on a Windows PC and on a MacBook.

I ran into the same problem, unable to download TurboTax. So I copied the installation files from the CD-ROM onto a USB drive. I used my Windows PC to do that. To copy the Mac installer, I needed to use a tool called hfsexplorer, available for free at http://www.catacombae.org/hfsexplorer/. Do your own research and be convinced first that hfsexplorer is safe to use.

[KatieA]

This foolishness still exists in 2023 - just ran into the same issue trying to download to a MAC after installing on a PC via CD.  Called customer service 3 separate times, and each time the person was unable to understand that I needed a license code added to my account so I could download to the MAC.  Instead, they hung up.  When requesting to speak to a supervisor - same thing.  They hung up.  Requested a call-back, when I answered the phone, it was dead air - no one there.  I wish I had seen this discussion before doing the install, and tried instead to "register" the product on my Intuit account.  I buy the product every year, and it never shows up on my account.  But I have to put in the License Code when installing on my desktop, so they know I own the product.

[Toms10]

I was able to load Turbo Tax on my laptop after loading it from a CD on my computer by copying the files from the CD to a USB drive, then loading on my laptop from that. Worked fine for me.