First, please make sure that you have purchased the right product. The codes for TurboTax Online will not work with TurboTax CD/Download & vice-versa. If you have bought TurboTax Online, please go to turbotax.ca/activate to use your code before you start your returns. When entering your code, make sure to enter the hyphens after every 4th number. If this doesn't work, try clearing your cache, logging out of your return then your computer to see if all is well.
Your 16-digit number (called a licence code for TurboTax CD/Download and an activation code for TurboTax Online), can appear in a few different places, depending on where you purchased your TurboTax software. Refer to your specific purchase situation in the list for further guidance:
If you bought TurboTax CD/Download directly from us via TurboTax.ca, your licence code appears on the electronic receipt that's emailed to you.
Check your junk mail folder to make sure your TurboTax receipt didn’t end up there by mistake. If you haven't received your receipt by email within 24 hours of purchase, contact TurboTax Support to get a copy.
If you bought a TurboTax CD from a retail store, your licence code is on the sleeve that the CD came in. If you didn't receive a code on your CD sleeve, contact TurboTax Support.
You can see this TurboTax FAQ for step-by-step instructions: In TurboTax Online, how do I use a prepayment code?
Please see this TurboTax FAQ for more information on the licence code: Where is my TurboTax licence code?
If you are still unable to use your code, 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 help resolve the issue. To contact them, please follow this link: Contact Us.
Thank you for choosing TurboTax.