Thank you, you have nailed the right question. I bought from Costco and it is a Deluxe version to fill Online.
I also just called the CS this morning, and she told me that when I am using the version bought from a retailer, there is NO WAY to add the "Tax expert help reviewing". That's why the button is not showing. And this is how the system is build, she doesn't have a valid reason.
BUT, as customer, how am I suppose to know this kind of information? I spent like 3-4 days trying to figuring out the problem. This is a terrible User experience, you guys should hire a UX designer or UX content designer. Basic 101 UX best practice is to inform or to give a feedback to your user. (I found the button via the FAQ panel, and I have access to the button but it keeps giving me an error that they are fixing it, which lead me to think that it was technical issue and it could come back...)
For TurboTax stakeholders, this is a terrible mistake. You are missing an opportunity to convert you client to get a more advance feature. Why in the world would you block or hide this "review your income with tax expert" call to action? It doesn't make sense.
