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I'm having issues with my pre-payment code. What can I do?

SOLVEDby TurboTax2Updated February 07, 2022

If you've purchased a 2019 version of TurboTax Online or retail software and your pre-payment code isn't working, you'll need to have a new code assigned to you.

To get one, select your preferred method of contact below, then follow the instructions:

To request a new code from our social media team, first make sure you're signed in to either Twitter or Facebook on your app or browser. Once confirmed, select one of the links below and log in to go straight to a composed Direct or Private Message.

Start your message with the key phrase #Ineedacode, then compose the rest of your message and send. A member of our social media team will respond with help shortly.

Agents are available to assist you as follows:

  • February 21 to May 2, 2022 (Monday to Sunday):  
    • 9 AM to midnight ET for English support
    • 9 AM to 9 PM ET for French support
  • Rest of the year (Monday to Friday): 
    • 9 AM to 6 PM ET for English support
    • 9 AM to 6 PM ET for French support

To talk to a TurboTax specialist, begin by filling out the Contact Us form and telling us what platform and edition of TurboTax you’re using. Once you go through the steps and complete the form, the phone number to speak to a TurboTax agent will appear on the page.

You'll also be able to see the approximate wait time to speak with an agent.

Agents are available to assist you as follows:

  • February 21 to May 2, 2022 (Monday to Sunday):  
    • 9 AM to midnight ET for English support
    • 9 AM to 9 PM ET for French support
  • Rest of the year (Monday to Friday): 
    • 9 AM to 6 PM ET for English support
    • 9 AM to 6 PM ET for French support

Related information

In TurboTax Online, how do I use a prepayment code?

TurboTax Online accepted my prepayment code, but rejected the second code for an additional return. What do I do?

How do I pay for my tax return in TurboTax Online?

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