Which version of TurboTax did you buy?
If you have a 21 character code, this is for
TurboTax CD/Download.
If you have an 11 character code, this is for
TurboTax Online.
The codes from TurboTax CD/Download will not work
with TurboTax Online and vice-versa. If you need a refund, this page has
information on how to get one: https://turbotax.community.intuit.ca/replies/2647900
If you are using the right code for the right
product & it still doesn’t work, please contact our phone support as they
will be better able to assist you (*Not available for TurboTax Free users*).
https://turbotax.community.intuit.ca/replies/3152013