Activation Code for Purchased License not working

[Chad_Corbin]

My father purchased a package, which included 12 returns, in a retail store. He was able to activate the software and submit 2 returns.

On a different computer, I went to the suggested site turbotax.ca/activate and it took me to the following site address (TurboTax) to enter in the 16-digit activation code. I've noted that other posts suggesting to ensure that you are on the Canadian site, which I am. Have keyed in the correct code several times and continue to receive a message that 'Somethings not right, try re-entering your code'.

I'm working on this in the evenings and am unable to call during live customer support hours. Please help!!

[AllenS41]

I am having the same issue. I purchased at Costco yesterday, but the licence code included in my package does not work.

[TurboTaxSusan]

First, please make sure that you have purchased the right product. The codes for TurboTax Online will not work with TurboTax Desktop & vice-versa.

Second, if you bought TurboTax at a retailer (Costco, Walmart, Staples, etc…), please make sure that you are using the code that came in the package. It may be on a slip of paper or on a scratch-off card. It is not on the outside of the box or on your receipt.

If you have bought TurboTax Online, please go to turbotax.ca/activate to use your code before you start your returns. You can see this TurboTax FAQ for step-by-step instructions: In TurboTax Online, how do I use a prepayment code? Please note that you can only use the code once in one account. Using the code again will give an error message.

If you have bought TurboTax Desktop, you will be asked for the licence code when you install the software. Please see this TurboTax FAQ for more information on the licence code: Where is my TurboTax licence code? You can download the current version of TurboTax Desktop edition here: Choose the current TurboTax Desktop edition you need (for Windows). You can download older versions of TurboTax Desktop edition here: Where can I download the Desktop edition of TurboTax?

If you are still not able to resolve your code issue, please contact our phone support team phone support team for more assistance.

During tax season (from CRA NETFILE opening (mid-February) to the regular filing deadline (April 30), we're available 7 days a week during these hours:

• 9 AM to midnight ET for English support
• 9 AM to 9 PM ET for French support

During the rest of the year (May 1 to mid-February), we're available Monday through Friday, 9 AM to 6 PM ET for English and French support.