Cannot get verification code because the phone number has been changed

[henry-lee-cheuk]

After entering password, I've only the option to receive verification code via phone number. I tried "in a different" and then answer some questions. But I prompts "something in our end, we're on it". I tried a few weeks and the problem persists.

[TurboTaxSusan]

Please try using this link to recover your account and change the phone number: Recover my account

[henry-lee-cheuk]

I’ve submitted the request via the provided link to update my new phone number more than a week.  However, I still see the old number.  How long does it normally take? Thanks!

[TurboTaxAniqua]

@henry-lee-cheuk Please make sure that you have submitted the correct form with correct information. It usually takes 48 hours.

Recover your Intuit Account if you can't sign in

[henry-lee-cheuk]

Yes, I’ve submitted the correct form with correct information. And it is way over 48 hours.  How can I get help? Thanks!

[TurboTaxAniqua]

Upon checking, I see a log in attempt 2 days ago. Were you able to log in? If not please wait till Monday if you do not get any email. Please reach out so we can check with the assigned department.

[henry-lee-cheuk]

No, I am still not able to log in my original account (ID:  henryleech).

I have to create a new account in order to post a question here.

[TurboTaxAniqua]

I have checked with the assigned department and the Account Recovery  request takes at least 2 weeks.  

[henry-lee-cheuk]

Thank you for the update.  

It takes at least 2 weeks.  But how long does it take at most?  Since the tax filing deadline will come 6 weeks later, I need to know whether I should still use TurboTax to do the filing.  Thanks!

[TurboTaxAniqua]

It depends on the volume of requests we have. Tax filing deadline is April 30th, 2025. I am sure it will be sorted out before that. 

Other option is to create a new account with new information but you won't be able to import information from previous year.