You may have more than one account (User ID) without realizing it.
Use this download link to retrieve your purchase:
https://shop.turbotax.intuit.com/commerce/account/secure/login.jsp?pagecontext=download
If
the download file isn't there, then look to see if you have
multiple accounts (User IDs), and if the download might be in another
account. To get a list of your User IDs and recover account access, you
can use the tool at the link below. If you have more than 1 email
address, you should run the tool on each one. Once you know all of
your User IDs, then try each one at the download link I provided above.
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 each email address you have, then
run the tool yet again, but this time 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 get your download, then here's how to phone Customer
Support during business hours. Use the form at this link to be assigned
a phone number. The number will not display when they are closed.
https://support.turbotax.intuit.com/contact/
