trouble entering license code

[VolvoGirl]

Don't type the dashes

[Jo2799]

Cannot enter license code to activate turbotax

[mesquitebean]

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@Jo2799 wrote:

Cannot enter license code to activate turbotax

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Please describe what that means by "cannot enter."   Do you get an activation screen that is blank/white?   Or is there a place to enter the license code, but it doesn't accept the digits?  Or what?    Are you using Windows?

[gseverini]

I can see a License Code field but I can't type into it. I am using Windows 11 on Surface Laptop Studio

[mesquitebean · Accepted solution]

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@gseverini wrote:

I can see a License Code field but I can't type into it. I am using Windows 11 on Surface Laptop Studio

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First try adjusting the screen scaling/resolution as described below.    Or if that doesn't work, just type the code even though you aren't seeing what you type in the field.   Several said they were able to enter the code blindly.    Another person said he slowly moved his cursor down from the entry field and when the cursor changed shaped, that's when he typed the code in blindly.  

In Windows, a blank, partially-blank, or missing activation screen may be related to either a screen resolution or scaling problem in your Windows settings.

In Windows 10 to get to the scaling or resolution settings click the Windows start button in lower left corner, then choose Settings (gear icon), then System, then Display.   Or for a shortcut, you may be able to simply right-click on an empty area of the main Windows desktop monitor screen (not the TurboTax program screen) and in the popup menu choose "Display settings".

NOTE:  After you change the scaling or resolution setting as discussed below, you may need to close and relaunch TurboTax for the change to take place in that activation window.

First try the scaling setting.  In your Windows Settings do you have scale set to a higher value than the normal 100%?  If so, change it back to 100%. Once the license code is entered and activated, you can later change your scaling setting back like it was.

If lowering the scaling to 100% didn't help, then it may be screen resolution.  Keep the scaling at 100%, and try a lower screen resolution such as 800x600.   If that doesn't work, then try 1024x768.    If still not working, then gradually increase the screen resolution to the next level. Once you get the license activated, you can revert your resolution setting back like it was.

[79JC]

Well, the display resolution thing did the trick and TTax support was clueless on the issue.  I used my alternate display then dumbed down the resolution and did a copy/paste of the activation code  and it worked.  It's unfathomable to me that the sw developers and support are illiterate on the issue.  As a long time (aka since inception) user this inexcusable and will tend me towards a different offering next year.

[dking234]

So I did the screen resolution thing and got my code in there, but the "activate turbo tax" button does not work. Nothing to click. Can't get beyond this screen.

[dking234]

Tried about ten times going back and forth between setting. Finally worked.

[Sandley61]

I have tried all the techniques described (text size, display resolution, blind typing, uninstall/reinstall, turn off VPN)  with no success. I have been using Turbo-Tax for 9 years with no such problems; 8 years on my present computer set-up. I use CD download each year. I am at a loss on what to do now.

[MichelleLO]

Please reach out to TurboTax Customer Support for assistance with this issue. 

What is the TurboTax phone number?

@Sandley61

[Sandley61]

Called[phone number removed]. I was sent an e-mail link. The link took me to FAQ pages that I had been to previously. I again tried to enter on the blank Authorization page. With 100% text size, I started with the 800x600 display resolution setting, entering blindly the code with and without dashes. 9 such settings resulted in no authorization. Is it possible for Intuit to send an authorization link in order to open the file?

[CarissaM]

@Sandley61 We would be unable to send that information here in this public forum. You would need to reach out to our phone support agents by following the instructions here. 

[mamaschrader]

This issued existed last year as well. Why can't TurboTax fix their install problem instead of making us spend hours trying to guess at what display parameters will satisfy their activation screen, or trying to blindly type in our license code? I don't have problems installing any other software like this. Does anyone have a tax software that can be installed and used?

[Sandley61]

The link takes be back to several pages that I have already been to. The phone Intuit number that I had called sent me to the same place. I am on a merry-go-round

[AkinaLO]

What issue are you having, and what is your screen saying when you enter the information?

@Sandley61