Cannot get verification code because the phone number has been changed

[henry-lee-cheuk]

By now, my submission has been done more than 4 weeks ago.  However, the phone for the account (henryleech) has not been updated yet.  

Is it possible to check whether my request is really in the queue or it is missing somehow?  It just stated the submission was successful but no reference number on the page.  It is very frustrated where the tax filing deadline is only about 3 weeks.

[TurboTaxAniqua]

Have you checked your Junk/Spam folder? We also suggest trying to log in via this link, TY2023.

[henry-lee-cheuk]

Yes, I’ve checked the junk/spam folder but nothing there from TurboTax.  I also just try your suggested link but the result is the same.  It prompted me to receive SMS from my old phone number.

Is there anyway to log a ticket to the corresponding team for help? I believe something goes wrong on my account.  Someone needs to check my account to address the issue. Thanks!

[TurboTaxVeronique]

@henry-lee-cheuk The only way for you to recover your Intuit account is to fill out the Account recovery form that was provided previously. 

When you click on this link, you have to select Phone number in the dropdown menu, then enter the information about your user ID, email and your new phone number. 

Then, you will have an option to scan a QR code with your phone, and it will give you access to a link to proceed with next steps from the phone you are using.

Thank you for choosing TurboTax.

[henry-lee-cheuk]

Thanks for the reply.  But if you really look at the conversion history carefully, you should know I’ve done your mentioned way almost 5 weeks ago and received no update.

It is very disappointing for the TurboTax service.

[TurboTaxVeronique]

@henry-lee-cheuk When you are filling in the account recovery form, you will be issued a case number. With this case number, we can have a look in the system and do a follow up with you.

Normally, 24-48 hours after you filled out your request, the Account recovery team will send you an email. I understand you did not receive any email. But if you provided us with this case number, we would have a look in the system.
 

Thank you,