Turbo Tax no long recognizes my account I filed a return with. I need to access my tax return for the IRS but cannot.

[mwils54]

I created a Turbo Tax account last spring to file my taxes under my main email address. I currently need to verify my identity to the IRS and must show them tax return documentation requiring me to log in to the account which I filed under. Upon entering my email to https://myturbotax.intuit.com/  I am met with "We can't find anyone with ... account."

This email account is absolutely the one I used to register with and file my taxes under TurboTax. I can search my email archives and see the account confirmation messages proving this is true. It's also all still saved in a password manager.

When I attempt to "recover account," upon entering the information I am greeted similarly with something along the lines of "no account with that information exists." I have double checked the information and that my previous emails were indeed from Intuit. Everything checks out but Turbo Tax no longer recognizes my information. I most likely require granular support as it is imperative that I regain access to the tax documentation created under this lost account.

Thanks for the time.

[mesquitebean]

You should look for multiple accounts even if you think you only have one.  Many users end up with more than one account without realizing it.

An email address for which you received an Intuit notice may or may not be the same as one's User ID.  You can have up to 5 accounts that use the same email address for notification purposes.  A User ID may be an email address, but it doesn't have to be.  It might be only part of an email address, or it can be anything at all.   I'm going to tell you 2 different methods below to recover account access.

To get a list of your User IDs, reset the password, and recover account access, etc., you can use the tool at the link below.  When using the Account Recovery tool, try using your phone number first if you can still access it.   After that, if necessary, then run the tool on your email address(es) you can access.

NOTE: Before running the account recovery tool below, log out of all Intuit accounts including this user forum, or you might end up in a loop.  Then clear your browser Internet cache, close your browser, then reopen it, and go to the link below.  You may wish to copy this link so you can paste it into the new browser session.

https://myturbotax.intuit.com/account-recovery

If still no luck after running that on your phone number you can still access and email address(es) that you can access,  here's another method:

Go back to the tool again, but this time leave the data field blank, scroll down a bit, then choose the small blue link that says "Try something else", and it will look you up by SSN and other parameters.

If you still can't access your account after all that, see my next comment below with a method to reach TurboTax Support by phone during business hours on Monday.

[mesquitebean]

@ mwils54 

In the interest of time, I'll go ahead and tell you how to reach Support on Monday if needed, but in the meantime try the two methods I mentioned above to recover your account access.  Hopefully, one of those will get you back in.

You appear to be using Free Edition (at least that is the product shown underneath your question above.)   The Free Edition doesn't normally have free phone support.   But since you apparently got an IRS letter you have another option to reach Support by phone by using the following approach:

Since you received an IRS letter, you can use the free TurboTax Audit Support Center to reach a live TurboTax Support agent.  Once you have them on the phone, tell them about your letter, and let them know that you need to recover your account access in order to respond to the IRS ID verification letter.  

  To get the phone number, go to the link below, click the blue "Get Help" button, and follow the prompts.

https://support.turbotax.intuit.com/irs-notice/audit-support/

Hours are currently 5AM-5PM Pacific (8AM-8PM Eastern) Monday-Friday.

[mwils54]

I appreciate the quick and thorough response. I have made very sure to check that I am logging in with the proper account - my credentials were saved when I made them and I only use one email and a couple usernames so I'm very certain I've tried every legitimate combination.

The account recovery states, despite multiple attempts and triple checking the information, that an account does not exist. Again, I reiterate, I am certain I filed my federal and state taxes with Turbo Tax.

You are correct in anticipating that I require direct support, so I followed the steps you laid out to reach the audit support line available for free members. Upon clicking "Get Help" I am prompted to indicate if I need support on taxes filed before or after 2018 (I need help for taxes filed this last spring). Clicking "after 2018" does nothing - I've tried it in multiple browsers with clear caches and no extensions, it is most likely a bug on Turbo Taxes end. Attempting to get direct support by clicking "before 2018" leads to a dead end page which gives advice not relevant to my issue and no method of contacting technical support.

[mesquitebean]

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@mwils54 wrote:

The account recovery states, despite multiple attempts and triple checking the information, that an account does not exist. Again, I reiterate, I am certain I filed my federal and state taxes with Turbo Tax.

You are correct in anticipating that I require direct support, so I followed the steps you laid out to reach the audit support line available for free members. Upon clicking "Get Help" I am prompted to indicate if I need support on taxes filed before or after 2018 (I need help for taxes filed this last spring). Clicking "after 2018" does nothing - I've tried it in multiple browsers with clear caches and no extensions, it is most likely a bug on Turbo Taxes end. Attempting to get direct support by clicking "before 2018" leads to a dead end page which gives advice not relevant to my issue and no method of contacting technical support.

---

You said you used the Account Recovery tool, but you didn't mention if you also used the alternate method I outlined above, which was to leave the tool blank and instead use the tiny blue link "Try Something Else".  With the "Try Something Else" method, it looks you up by SSN and other parameters.

In regard to phoning the free TurboTax Audit Support Center to speak to someone, I can't reproduce a problem.  I don't know why one of the links is not working in your browser, but I'll tell you the phone number below.  Here's how I got the phone number I've provided below.   Here's what I experience.

• I go to this page:  https://support.turbotax.intuit.com/irs-notice/audit-support/
• I click the blue "Get Help" button.
• It then asks me "Which tax year is your IRS letter referencing?"   I choose "2018 or later" (the link works for me.)
• Then it asks "What is the IRS notice you received about?"  and has 2 choices.  I choose "Something else."
• It then provides the phone number 800-624-9066

• Hours are currently 5AM-5PM Pacific (8AM-8PM Eastern) Monday-Friday.

The Audit Support Center is your best bet to speak to someone at TurboTax without paying a fee.  

You can also contact a TurboTax Support agent for free directly via messaging at Twitter or Facebook.

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

[mesquitebean]

@mwils54 

Here's a tip when you call the Audit Support Center.   A recording will ask you why you called.  Say "IRS Letter."  

It will then ask you if you want information emailed or texted to you.    Say "No", or "Neither", or just say "Speak to a specialist."