Why am I being told I have to pay again to get my 2017 Download.tax file?

[Wayne94552]

I need to download and finish my incomplete 2017 return:

I just bought and installed the 2017 PC version.  I logged into my account using same account I always use and can see my prior returns.  I select 2017 and press "Download .tax file", then I get a message, "It looks like you need to pay first to instantly access your TurboTax returns"

I just forked out $110 for the Premiere PC version.  Do I really need to pay again?

[mesquitebean · Accepted solution]

The online 2017 return file will not know that you purchased a desktop program, so it will still be locked.  It only automatically unlocks when one purchases a 2018 online return in the same account.  A 2018 desktop product purchase would also qualify to unlock it, but one has to notify Customer Support to do the unlocking.

So there are a couple ways to proceed since you bought 2017 software.  We can tell you how to purchase a 2018 online return in advance to unlock it (minimum is Free Edition upgraded to PLUS for 19.99).  Or you can try the following:

You can speak to TurboTax Support and plead your case, and see if you can get them to unlock the 2017 return on the basis of your 2017 desktop software purchase.  Like you, after spending that much already, I'd at least ask.  It will depend on how rigid they are about purchasing a 2018 product.

You can use the form at the link below to schedule a call back, or it may provide a number.  Hours are 5AM-9PM Pacific (8AM-12 Midnight Eastern) 7 days/week.

Where the form asks what product you are using, be sure in the dropdown menu to indicate "CD/download" and the proper operating system, then indicate which Edition.

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

[Wayne94552]

Thank you for the quick reply!

[Wayne94552]

Update: standard support was not able to help me.  They said I had to order the $19.95 Plus Benefits pack.  I strongly objected, saying that nowhere in any of the community answers about completing a partial prior year return does it say that a person has to pay for the CD/Download version AND PAY AGAIN to get the .TAX file.  I was transferred to a supervisor who tried to help me with the download by supplying a 'Service Code' to make a faux purchase.  Unfortunately  that didn't work either.  I have a call scheduled with the supervisor to continue this later today.  My take-a-way so far is that the Community answers about completing a partial return from the prior year need to be updated because Intuit has apparently change the criteria for being able to download a prior year partial-online .TAX file.

[mesquitebean]

Sorry you are having extra trouble.  The trouble you are having doesn't have to do with your 2017 data file being "partial" or completed.  It has to do with whether it was a in a free or paid product and when access expires.  See this FAQ:

<a rel="nofollow" target="_blank" href="https://ttlc.intuit.com/questions/3355524-when-does-access-to-my-prior-year-turbotax-online-returns-...>

For several years TurboTax has required people to purchase the current year upgrade to PLUS (or higher edition) to unlock prior returns.   I don't work for TurboTax; I'm a fellow user helping others.   When I answer a question like yours, I always mention that a 2018 upgrade to PLUS (19.99) is required to unlock it automatically.  As I said above the "normal" method to unlock a 2017 *.tax data file is to pay for a 2018 product, and I explained that the minimum purchase is 2018 Free Edition upgraded to PLUS at 19.99 .  And while I said that is their rigid criteria, I was hoping they would unlock it as a courtesy to you.  It sounds like the supervisor did try to get it to you without paying, so maybe it will still happen when you talk to them again.

[Wayne94552]

Thank you epo39b.  I haven't received my call back yet, but am resigned to paying now for 2018 to get past this issue.  Please don't take my comments as a criticism of your help or answer.  It is definitely not that.  I'm just hoping my comments can help other poor saps like me who get themselves into this mess.  Thanks for your help.

[mesquitebean]

You're welcome.   Good luck.