Are you using the 11 digit code from inside the package? If you are and it's still not working, please message us on social media or contact us by phone for further assistance.
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We are on Twitter at: https://twitter.com/messages/19496097-385034351
To talk to our phone support team, visit https://support.turbotax.intuit.ca/contact/ . After entering some basic info about what you need help with, the page will give you the phone number for the team best suited to help.