I spent 2 hours trying to help neighbours with same issue. Finally got through on phone and spent another 2 hours with a "Tech Support" person. He advised uninstall, then re install. Neighbours lost all their data. Not satisfied with Turbo Tax this year. It was also extremely difficult to find the phone number. "NOT" "there every step of the way" for us.
Sorry to hear you are having such difficulties with completing these returns for your neighbours using the TurboTax CD/Download version. In accordance with privacy laws and Intuit standards, we will need them to contact us directly with more information. We can then see about getting them a refund for the CD/Download version already purchased or providing a code for the Online version.
We have removed all personal information from this public forum for both your neighbours and yourself. As you have not had an optimal experience with our phone support, we suggest letting a member of our Social Experience team can assist you.