Why did TurboTax Deluxe download tell me I used 2 of 5 computers when it's installed on only one?

[user17673822168]

Hi. I purchased TurboTax Deluxe Download last month. I installed it on one laptop. License was activated at time of installation last month without issue. I have been using TurboTax without issue for almost a month inputting information as my documents became available. Everything was fine with TurboTax until today when TurboTax installed another update. As the update installed, the status bar showed percentage of progress. As the bar ran through 30% to 40% up to approximately 93 %, several multidigit random number strings appeared in the status bar in place of the percentages. This did not happen with any previous updates. When the update installation completed, Turbo Tax displayed my license key and said it needed to be activated. Since it was the only way to get back into TurboTax, I hit OK. At that point it told me I had now used 2 of 5 computers. I'm still on the same computer I installed it on last month. Why would it count one laptop as 2? I will be installing it on another computer in a few days, and I don't want issues with the program telling me I will then be on 3 computers instead of 2. I am concerned that if this issue happened once it could happen again and continue to reduce my number of available computers until it reaches zero. Any help from anyone, including TurboTax, in restoring my number of available computers at this point back to 4 would be greatly appreciated.

[M-MTax]

About the only thing you can do is contact TurboTax support.

https://ttlc.intuit.com/turbotax-support/en-us/help-article/account-management/turbotax-phone-number...

[user17673822168]

Thank you.  I contacted them, and while they are very nice they don't seem to have any solution other than to say they made a notation on my account.

From what I've heard from others, it appears if you make ANY changes, including adding a printer or installing other programs subsequent to installing TurboTax, it will see your computer as a new one.

If this is in fact true, it appears you need a computer dedicated ONLY to TurboTax.

[user17673822168]

Now my concern is that I will need to be on the phone with TurboTax every time there is an update so they can share the screen with me before allowing the update to install.  Otherwise I run the risk of TurboTax believing I'm on yet another computer when I'm actually still on the same one I've been using all along.

Not as happy with TurboTax as I've been when they still used CD's.

[user17673822168]

I'm kind of amazed, and disappointed, that there is still no "official" response from TurboTax regarding why this is happening and how to prevent / reverse it.

My computer has done automatic Windows updates, and I am not sure whether TurboTax will once again view these Windows updates as a "new" computer.

Kind of ridiculous that I have to hope to get through to a human on TurboTax phone line before I open TurboTax for fear that I will be penalized another license code each time.

Hard to remain a loyal customer after this experience.

[M-MTax]

Not as happy with TurboTax as I've been when they still used CD's.

Largely irrelevant since the software would still have to be activated.

I'm kind of amazed, and disappointed, that there is still no "official" response from TurboTax regarding why this is happening and how to prevent / reverse it.

That's a pretty good indication that this issue is not occurring on a large enough scale to invoke a system-wide response.

[user17673822168]

Largely irrelevant since the software would still have to be activated.

Be that as it may, I had no such issues with their CD's.

That's a pretty good indication that this issue is not occurring on a large enough scale to invoke a system-wide response.

When I have an individual issue with any other company, I can contact an actual Customer Support representative who acknowledges and addresses my individual issue until there is a satisfactory resolution. 

With other companies I don't have to wait until it's "occurring on a large enough scale" for them to acknowledge and address my individual issue.

[M-MTax]

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@user17673822168 wrote:

With other companies I don't have to wait until it's "occurring on a large enough scale" for them to acknowledge and address my individual issue.

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OK, I give up; which large software companies can you CALL and get through to someone who can acknowledge and resolve your issues?

[user17673822168]

OK, I give up; which large software companies can you CALL and get through to someone who can acknowledge and resolve your issues?

I've never purchased software directly from the software company, other than in the case of TurboTax.

Other than TurboTax, the only software I "purchase" is that which already comes installed with my computer or phone, and any issues with that software have been handled by the Customer Service of the computer or phone company.

My comment was a general comment.  More power to you if you should ever have any issue with any product you purchase (software or otherwise), and believe it's appropriate to have to wait until the issue is occurring on a large enough scale for the company to acknowledge and address your individual issue.

[M-MTax]

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@user17673822168 wrote:

My comment was a general comment.

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I get that but the thing is I wouldn't be so quick to lay blame on the software, itself, as opposed to an issue with my hardware or platform setup. Occasionally, it's not the s/w itself but some other anomaly that's creating the issue with that software. Further, at least Intuit (TurboTax) has an actual phone number for users as opposed to a LOT of other developers who do not.

[user17673822168]

I get that but the thing is I wouldn't be so quick to lay blame on the software, itself, as opposed to an issue with my hardware or platform setup. Occasionally, it's not the s/w itself but some other anomaly that's creating the issue with that software. Further, at least Intuit (TurboTax) has an actual phone number for users as opposed to a LOT of other developers who do not.

I appreciate you taking the time to help.

The representative I spoke with was very nice and empathetic, but her area of expertise was taxes, not tech support.  I don't seem to be able to find any reps who handle technical issues. 

I have seen similar incidents reported on this forum, some even from a few years ago, so it's not a completely unknown issue.

I've had private message contacts with another expert user on this site who confirmed what the phone rep said: don't add printers or any external devices because TurboTax will "see" your computer as a "new" one.  I haven't added anything.

Other than Windows Updates and TurboTax updates, the computer is the same as the day TurboTax was installed.

I won't even open TurboTax again until I am ready to finalize my returns AND have an agent on the phone AND request they share the screen so they can see if TurboTax penalizes me again.

I've been using TurboTax for years and never had this issue. 

Again, I thank you for taking the time to help.

[M-MTax]

My only suggestions would be to (a) log out if you're logged in (or the other way around) and (b) completely turn off updates when you start the program.

By turning off updates I mean indicate you do not have an internet connection in the program options. You can always check for updates manually via the menu.

[user17673822168]

Thank you very much for that!

That is very much appreciated! 😀

[MEKRAUS60]

Do you use a VPN which changes your ISP location frequently?  I just did the review of my complaint, of having 1 more install than expected, with Customer Service.  It seems using a VPN, while using Turbo Tax, makes it appear you are using another device.  The decision is to turn off VPN  before opening Turbo Tax.  Most of my banks also I have to turn off VPN, so this seems the correct answer to me. 

I hope this is a resolution for you

[user17673822168]

Thank you very much for taking the time to help. Very much appreciated.  😀

Actually, no I'm not using VPN.

It's frustrating because nothing on computer has changed (other than Windows updates and TurboTax updates) since installing TurboTax in December.

The first few TurboTax updates went without a hitch, but the last one (several weeks ago) showed weird sequences of multi-digit numbers in the progress bar interspersed with the percentage numbers. Then the message that I have now used up 2 licenses.

When I am certain all my documentation is ready, as M-MTax suggested, I will turn off wifi, start TurboTax, then turn wifi back on.  Then, before doing update, I will call TurboTax to ask them to share screen.

I'm glad you were able to resolve your issue, and I really thank you for taking the time to help! 😀