Use this website for your order status and payments. Does it show a 2016 order as a Download - http://turbotax.intuit.com/commerce/orderstatus/orderstatus.jsp
Is the 2016 software showing in your download account? You must sign onto the download account using the exact same user ID you used to purchase the software - https://shop.turbotax.intuit.com/commerce/account/secure/login.jsp?pagecontext=download
Close all TurboTax windows on your web browser (including this one). Copy and paste the account recovery website link onto a new web browser window and run the tool.
Use this TurboTax account recovery website to get a list of all the 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 none of the user ID's received will access your download account showing the software to download, then use the option shown in blue on the account recovery website, "Try something else"
This is the TurboTax user community forum and we do not have access to your account.
For further assistance in accessing your software purchase you will need to contact TurboTax support and speak directly with a support agent. Support is closed on the weekends after tax season.
See this TurboTax support FAQ for a contact link and hours of operation - https://ttlc.intuit.com/questions/1899263-what-is-the-turbotax-phone-number
To contact TurboTax customer service/support use their contact website during business hours.
Submit your question/problem during business hours and then use the option for Call (a phone number will be provided for Call) to speak directly with a TurboTax agent -
https://support.turbotax.intuit.com/contact/
Note: The Call option will not be available when TurboTax Support is closed.
