topic Customer service gave me the desktop version download but my activation code for the online doesn't work. in Getting started

I bought the Online version by mistake but did not realize it until it's installed. How can I change it to the download version?

pennytam — Tue, 19 Mar 2024 21:26:21 GMT

Re: I bought the Online version by mistake but did not realize it until it's installed. How can I...

TurboTaxBrenda — Tue, 19 Mar 2024 23:21:45 GMT

The TurboTax Online version - is where you sign into your online account and go to TurboTax.ca/activate- to start. The TurboTax CD/Download is where you download TurboTax on your computer and need to enter a license code for it to install.

Did you purchase your software directly from TurboTax or a retailer?

Customer service gave me the desktop version download but my activation code for the online doesn't work.

Viglione2019 — Mon, 08 Apr 2024 00:44:36 GMT

I applied for a refund for the online version but will take 5 to 7 business days. I don't want a refund but would like my activiation code for the online version to work on the desktop version that customer service installed today. I spent over 2 hours today just trying to transfer data to the online version and am very furstrated. Now I can't access the worksheets, schedules, T1 gerneal etc online. Therefore, if only my actiivation works on the desktop version that customer service installed today, I can start using the program. Please help!

Re: Customer service gave me the desktop version download but my activation code for the online d...

TurboTax_Susan — Mon, 08 Apr 2024 00:56:39 GMT

@Viglione2019

The codes for TurboTax Online will not work with TurboTax CD/Download & vice-versa.

You can buy TurboTax CD/Download here: https://turbotax.intuit.ca/tax/software/download

Re: Customer service gave me the desktop version download but my activation code for the online d...

Viglione2019 — Mon, 08 Apr 2024 15:41:03 GMT

No where does TurboTax state that the online version does not have access to worksheets, schedules and the T1 General return. The customer service rep already help me to download the desktop version. However, the customer service rep was not able to change my online version activation code to work on the desktop version. Why am I being asked to repurchase the program again when all I need is to be actived on the desktop version which has already been downloaded?

Re: Customer service gave me the desktop version download but my activation code for the online d...

TurboTaxGinette — Mon, 08 Apr 2024 16:01:47 GMT

Unfortunately, the activation code for the Online software is not interchangeable with the Desktop/Download license code. One does not work with the other software.

Thank you for choosing TurboTax.

Re: Customer service gave me the desktop version download but my activation code for the online d...

Viglione2019 — Mon, 08 Apr 2024 16:02:33 GMT

Why do I have to purchase the program again? I already paid for the online version and it doesn't work. I am asking to simply switch to the desktop version which is the idential cost. Why am I being asked to pay for the program a second time? If that is the case, I'm better off to go with a diffferent company and program.

Re: Customer service gave me the desktop version download but my activation code for the online d...

TurboTaxBrenda — Mon, 08 Apr 2024 16:58:42 GMT

Did customer service give you a code? If yes- you would need to go here to download the TurboTax software that you purchased and enter the code when it asks you to.

Re: I bought the Online version by mistake but did not realize it until it's installed. How can I change it to the download version?

Eliec — Sat, 01 Feb 2025 23:28:22 GMT

I bought the online version instead of the download version of Turbo Tax 2024. I did not realize this until Turbo Tax Online was installed. Can I please exchange the versions?

Re: I bought the Online version by mistake but did not realize it until it's installed. How can I...

TurboTax_Susan — Sun, 02 Feb 2025 00:04:32 GMT

@Eliec

You can get a refund for the Online version and then get the Desktop version that you want. Please use this form to request a refund: How do I get a refund for a TurboTax product?

Re: I bought the Online version by mistake but did not realize it until it's installed. How can I change it to the download version?

Metoo2 — Sun, 16 Feb 2025 18:00:54 GMT

did you manage to get a refund and buy the download version? I have the same problem . it is fraust

Re: I bought the Online version by mistake but did not realize it until it's installed. How can I...

Anonymous — Sun, 16 Feb 2025 18:06:00 GMT

@Metoo2 If you bought the wrong version, you can get a refund and then buy the one you need.

If you bought TurboTax from a 3rd party retailer (ex: Costco, Staples, Walmart), please use this form to get a refund. Make sure to add a clear photo/scan of your receipt showing the name of the store, the date, the product you bought and price you paid.

Thank you for choosing TurboTax

Re: I bought the Online version by mistake but did not realize it until it's installed. How can I change it to the download version?

Pammagill — Sat, 07 Mar 2026 04:44:19 GMT

I bought the Online version by mistake but did not realize it until it's installed. How can I change it to the download version?

Re: I bought the Online version by mistake but did not realize it until it's installed. How can I...

TurboTaxBrenda — Sat, 07 Mar 2026 15:28:53 GMT

Unfortunately, you can't change from one version to another, as their codes are not the same. You will need to purchase the TurboTax software that you would like to use, and you can request a refund for the wrong software.

Thank you for choosing TurboTax.