Misleading Packaging and Lack of Compatibility Information – Canadian Version

[ericshen17]

I'm writing to express my deep frustration regarding the confusing and misleading packaging of your tax software sold through Costco in Canada.

In 2022 and 2023, my local Costco only carried the online version of your product. In 2024, they switched to offering only the desktop version. After purchasing the 2024 version and spending two full days trying to file my return, I finally discovered that the online and desktop versions are not compatible for Canadian users—despite being compatible for American users.

To make matters worse, the packaging for both versions is nearly identical, with no clear warning or explanation that these versions are not interchangeable in Canada. This lack of transparency has cost me four days of unnecessary stress and wasted time, and I’m very disappointed that the company has not made this critical information more obvious to customers.

I strongly urge you to revise your packaging and product labeling to clearly state the limitations and compatibility issues—especially for Canadian customers—to prevent others from going through this same experience.

[ericshen17]

I contacted TurboTax support, and they advised me to download the PDT file from the online version, save it with a .tt24 extension, and then import it into the desktop version — or possibly do it the other way around. Unfortunately, none of these steps are working. It feels like the customer support agents are just guessing without actually understanding the process. They also told me that activating the code on the desktop version would automatically activate the online version, which is completely incorrect.