Up to 5 Days Early Refund Delivery applies when the IRS has processed and approved your refund and a date for direct deposit has been given. For example, if you go on the IRS website and the Direct Deposit is "scheduled" for "February 27th", that's when TurboTax 5 Days Early Option kicks in; it is not based on an assumption of when it might be ready, but rather on the actual date provided by the IRS.
There is a few reasons why you might have not receive your refund within the 5-days
Refund was offset or differed from their estimated refund amount, bringing the refund amount below the minimum threshold or above the maximum. What is a refund offset?
Your bank wouldn't accept RTP (Real Time Payments) or Same Day ACH deposits, preventing Intuit from depositing their refund 5 days ahead of when the IRS would have deposited their refund.
The IRS didn't give Intuit 5 or more days of notice in advance. This stopped Intuit from meeting the up to 5 days early expectation.
You will receive a follow-up email with refund and timing update, and if any cancellation is applicable.
You can contact TurboTax Customer Support by clicking the link below