I purchased TurboTax online But the 16 digital Licence codes can not go through the Secure checkout

[xiao_1998]

I have a Licence Code in March 2023 after Bought the TurboTax.
On the final Secure checkout after I finished the Tax return,  I put the Licence code into the Coupon Code, and push the "Apply code", it did not recognize the code with "Hmmm... we can't find that code. Try re-entering it, or call" [The phone number can't be called].

Could someone have the same issues? What should I do about it, Do I have to repurchase it again?!

[Bluesky33]

The 16-digit license code is to activate your software for you to prepare and file your income tax return. It is not a coupon code. Therefore, it will not work when you enter it in the coupon code box. 

We believe your best option is to contact our telephone support team for further assistance, as they have the option to view your screen. To contact them, please follow this link: Contact Us. 

​​​​​​​Thank you for choosing TurboTax.

[xiao_1998]

I called but failed to long wait. 

I had to repurchase the online TurbiTax since the CRA strike is coming soon. 

I also asked the request a product refund.

But the response email said that a decision will be communicated back to me via email within 5-7 business days, the submitting a refund request does not guarantee that the refund amount you are requesting will be approved.

That answer looks very strange to me. 

[xiao_1998]

The same issue in 2025!

the Secure checkout box can be used by the 16 digital Licence codes, but doesn't work.

Why the happened again?

[TurboTaxAniqua]

@xiao_1998 To activate your TurboTax Online version, please visit this link. Select that "I have an account," log into your account, and proceed to the second step by adding your 16-digit activation code to review and activate the TurboTax Online product. 

[antonioatienza]

I just purchaced Turbotax at costco March 27 2025 and trying to install but the 16 code  not recognize.

[antonioatienza]

licence code not recognize

[TurboTaxSusan]

@antonioatienza 

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.