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All my turbo tax information is missing. Where did it all go?

Forum|Forum|6 years ago
June 7, 2019
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TurboTax Free Edition Online

Best answer by AshleyRose

Is it possible that you are logging in with a different User ID and therefore, you are not finding the tax return that you started? Usually, this is the case if you log in a do not find your already started or completed tax returns and instead are being asked to start from the beginning.

To get a list of your User ID's and recover accounts, you can use the tool at the link below. If you have more than 1 email address, you should run the tool on each one.

NOTE: Before running the tool, log out of all Intuit accounts including this user forum, or you could end up in a loop. Then clear your browser Internet cache, close your browser, then reopen it, and go to:

https://myturbotax.intuit.com/account-recovery/

A

AshleyRoseAnswer

Employee

Is it possible that you are logging in with a different User ID and therefore, you are not finding the tax return that you started? Usually, this is the case if you log in a do not find your already started or completed tax returns and instead are being asked to start from the beginning.

To get a list of your User ID's and recover accounts, you can use the tool at the link below. If you have more than 1 email address, you should run the tool on each one.

NOTE: Before running the tool, log out of all Intuit accounts including this user forum, or you could end up in a loop. Then clear your browser Internet cache, close your browser, then reopen it, and go to:

https://myturbotax.intuit.com/account-recovery/

R

robertpat69

I am missing ALL my turbo tax downloads and files. I've been using Turbotax for several years and just used a new download this past November 2018. I opened my computer today to start preparing returns for this tax season and EVERY single file and download is GONE!!!!

D

dawnleeky

Did you ever find a solution?!?!? I have just realized I have the same problem!!

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PaulSperry

I too just lost all my past files when TurboTax REQUIRED that I install critical updates to open (I didn't want to do this so that my previous returns wouldn't be changed by anything new in the update). I couldn't find the returns in my recycle bin, but DID find them when I searched *.tax2018. The upgrade for some reason moved my original Turbotax directory to be a subdirectory of my Roxio directory (disk burning!). I simply moved the files back to the Documents/Turbotax directory and everything was there. I'm both annoyed and relieved.

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mesquitebean

Employee

@ PaulSperry wrote:

I too just lost all my past files when TurboTax REQUIRED that I install critical updates to open (I didn't want to do this so that my previous returns wouldn't be changed by anything new in the update). I couldn't find the returns in my recycle bin, but DID find them when I searched *.tax2018. The upgrade for some reason moved my original Turbotax directory to be a subdirectory of my Roxio directory (disk burning!). I simply moved the files back to the Documents/Turbotax directory and everything was there. I'm both annoyed and relieved.

Sorry you had that experience, but I don't understand it. TurboTax cannot require you to download updates, so that's confusing. I personally have never seen it "require" someone to do so. A lot of folks don't ever update the program after filing their tax return for the reason you mentioned above. After filing, I simply decline all updates.

AFAIK, TurboTax doesn't use the term "critical updates." Are you sure it wasn't Windows requiring you to do a critical Windows update? There is a known history of Windows updates moving/deleting data files not just for TurboTax but for other programs as well.

I don't know if you are using the Windows PC version or the Mac version since it wasn't mentioned. In any case, the following are the 3 choices in the updater preferences settings in the Windows version. If you are using Windows, you get to them by launching TurboTax, then at the main window, click at the top on the ONLINE menu, then choose Updater Preferences.

Updater preferences:

1) Automatically download updates, but let me choose when to install them.
or
2) Ask me before downloading updates.
or
3) I will get updates on my own. (then one would manually check whenever desired).

As for moving your *.taxYYYY data files to a completely different directory, that's even more bizarre. I'll ask around and see if anyone has ever witnessed such.

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mesquitebean

Employee

@PaulSperry

Another SuperUser wondered if you had tried to archive your tax files earlier this year by burning them to a CD/DVD? If so, perhaps that is how they ended up in a Roxio directory.

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earlgray

This JUST happened to me. Purchased TT. Did the return over a week. I had acouple questions so waited overnight for answers from adviser. Opened TT today and it wanted to do an update. Now it is ALL GONE. A WEEKS WORK. I have no other accounts. This is horrible

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mesquitebean

Employee

@earlgray wrote:
This JUST happened to me. Purchased TT. Did the return over a week. I had acouple questions so waited overnight for answers from adviser. Opened TT today and it wanted to do an update. Now it is ALL GONE. A WEEKS WORK. I have no other accounts. This is horrible

Which CD/download software are you using--the Windows or Mac software? Search your entire computer for any file ending in *.tax2019 file extension. Also check the Recycle Bin. In Windows, the default location for the *.tax2019 data file is the \Documents\TurboTax directory (or \My Documents\TurboTax in prior versions of Windows). But that can vary, depending on where you had been saving it. I don't use a Mac, but we can get a Mac user to assist if needed.

You said "I have no other accounts."

What does that refer to? Are you talking about additional user accounts on your computer? If you do have any additional users accounts, you need to search for it in each one. If you only have one user account, then that obviates that.

I know it won't help you now, but I always save an additional copy of the data file to a thumb drive after each work session.

If you want to speak to TurboTax Support, here's how to get a phone number, or it might schedule a call back.

Where the form asks what product you are using, be sure in the dropdown menu to indicate "CD/download" and the proper operating system, then indicate which Edition.

Hours are 5AM-9PM Pacific (8AM-12 Midnight Eastern), 7 days/week

https://support.turbotax.intuit.com/contact

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earlgray

I am on a PC. The previous suggestion was to make sure you don’t have other intuit accounts. I don’t. I am also well aware of how to search for files. There are no .tax2019 files on my computer.

I know what happened. The file was there after the first and second time I started TT. I even took screenshots of particular areas that I sent to my accountant. When I opened Turbotax the third time, it wanted to “update” and I let it. That deleted the file without a trace.

I know this, because it just did it again. Luckily I was wary enough to save a backup. But most won’t. Think about the concept of having to back up your files every time you close them. Its pretty ridiculous.
Your software has a serious flaw.

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gogolf

I have used TT for years and have never been subjected to losing all data input. So infuriating! I am using the same login ID, etc, so that is not the problem. Where is it? How can I trust your program?

Enough with the multiple ID and ending up in the trash as neither of those so called solutions worked. I want my file back! Did a search throughout my computer and the file *.tax2019 is nowhere. When I do go back in, it's time to start all over again. What's the solution? Are you working on correcting this aggravating problem?

VolvoGirl

Employee

@gogolf Sounds like you are using the Online web version? Or did you install the Desktop CD/Download program?

FOR ONLINE USERS

That's common to end up with multiple accounts. First LOG OUT of whatever TurboTax account you're logged into right now. Then use this TurboTax account recovery website to get a list of user ID's for an email address. Run the tool against any email addresses you may have used
https://myturbotax.intuit.com/account-recovery/

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gogolf

I purchased the CD and then downloaded online with license #. So I am apparently on the online version. Should that even matter?

BTW, there is nowhere to self save, it's supposed to do that automatically according to their "help" section.

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Jwhitefour

I have the same issue. I just opened TT to look at some info from 2018 return. It asked to update, and when I went to open my TT file it was gone! My two kids files were there but mine were missing. I checked the folder and 2018, 2017, 2016 were gone. Only mine. The kids were all there and mine from 2013-2015 were there. And not in the recycle bin either.

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Jwhitefour

Disregard. Found the file on an external drive with same path but different drive designation. I had previous years of TT there and 2018 elsewhere. Weird. Maybe has something to do with drive letters assigned to external drives? I just plugged them back in recently. In any case, I have my missing file. 👍

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scottscabinets

I have been reading through this thread. Nothing has worked including checking external drives. It happened before and we redid them so we were incredibly cautious about saving everything but every file is gone. This is incredibly frustrating.

DawnC

Employee

Which platform are you using? Online or desktop?

If you use the online version - you need to log into the same account you used to prepare your return(s). If you are a using desktop version, your tax returns are wherever you saved them, either to a computer, flash drive, cloud location, etc.

@scottscabinets

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caligal

This just happened to me as well. First (and last) time TT user. Bought the software at Costco then downloaded it to the desktop. Spent hours and hours inputting data in March. Took a break and reopened app today after 2 month hiatus. App required critical upgrade which I did. Then couldn't find my return in progress. Searched entire drive including Recycle Bin, Over Drive account, and admin user accounting, following all advice in this thread. Still nothing. I can't believe what horrible software this is to delete my entire file, I am despondent.

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hholt

Same thing just happened to me. I finished my 2019 return and thank goodness had filed it but went back yesterday to make a correction and it is gone. I bought the CD Home & Business version. When I try to open it it askes for my license number and is treating me as if I am signing on to start a new return. I luckily have a PDF copy but how do I make the correction to my return without having to enter everything all over and what is to prevent this from happening again. I have used Turbo Tax for years and never had a problem before. I did try to see if my 2018 is still intact but when I tried to open it it asked to update with a "critical update" which I did not do but also would not let me go beyond this point. What do I do.

Critter-3

It's always a good idea to make a backup copy of your tax data file, in case your original gets lost or corrupted. Here's how:

From the File menu in the upper-left corner of TurboTax, choose Save As (Windows) or Save (Mac).
Browse to where you want to save your backup.
- Tip: If you're saving to a portable device, save it to your computer first to prevent data corruption. Then, after completing Step 4, copy or move the backup file to your device.
In the File name field, enter a name that will distinguish it from the original tax file (for example, add "Backup" or "Copy" to the file name)
Click Save and then close TurboTax.
Restart TurboTax and open the backup copy to make sure it's not corrupted. If you get an error, delete the backup and repeat these steps.

If you make changes to your original tax return file, repeat these steps to ensure your original and backup copies are in-synch.

Related Information:

AND save it as a PDF so you have access to a copy even if you don’t have the program still installed and operational :

AND protect the files :

How can I protect the tax files on my computer?

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opitsb2018

Not only did all my tax from 2018 disappear, where does Turbo Tax for 2019 get the information to fill in from 2018? I have Home and Business and things don't add up. I have the desktop version with a CD for a MAC. I have searched everywhere for any back up but there are all blank from 2018, and I also back up on external harddrives. I have figured out that if I am not connected to the internet, I can load it into a laptop that has never had Turbo Tax installed. I am able to open just one backup but it is incomplete with little information. When I did my 2019 taxes amounts didn't add up. I didn't notice this until I was finalizing and the amount from last year's return was not right. I always print up a copy of my return so I at least had that. I am working on Capital Loss Carryover Worksheet which is wrong. I don't know how to fix or delete. This is so frustrating. One thing I know is I will always disconnect the internet before opening up Turbo Tax after filing.

Critter-3

@macuser_22 Any thoughts ?

macuser_22

Employee

https://ttlc.intuit.com/community/tax-data-file/help/find-your-tax-data-file-in-mac/01/26206?search-action-id=83210452086&search-result-uid=26206

You can only find the .tax2018 data file on the computer that is was saved. The default is the Documents Folder but you can specify any location.

If backed up and you do not know the location they you probably need to use special search techniques to search the backups for "*.tax2018" (refer to the backup software instructions).

**Disclaimer: This post is for discussion purposes only and is NOT tax advice. The author takes no responsibility for the accuracy of any information in this post.**

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jpspear

Not fixed yet. Just installed and past years' returns are all gone, including pdfs. I really don't understand this at all. Have been using it for years without any problems. Not in recycle and when I tried to restart last year's TurboTax it wanted the registration number, which I had, but then just wanted me to start over.

Critter-3

Are your prior year .taxfiles / PDF on the hard drive you are working on ? The program will not find files on removable storage mediums. If there is no return tile already present then you can click on the FILE menu option to open the completed return or click on "find a tax file" ... do not start a new file.

find file.PNG

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senuoy

Was TurboTax or Intuit hacked and we are not aware? I have used Impotrapide then Turbotax since 2004, that's 17 years !!! without fault, all my files I still had them, all software migrated to new computers I built, now a family member called to get tax information and I found EVERY SINGLE FILED GONE, deleted , NOTHING, what's going on? files don't disappear like that, I need a call or email from Intuit Staff for this or will be taking the matter higher, these files and countless hours of work don't disappear like that by themselves while the whole computer is intact, I used to just open the software and find all my files saved in the history, now even folders are empty, I even exported PDF files for copies and they are too gone....

PLEASE ANSWER ASAP for a fix to this!!

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senuoy

I need an urgent follow up on this, if you got a level 100 please respond, no one looses files like this, you MUST be aware of some bug that you caused through an update or conflict with something, you cant be after so many people raised the issue playing the card of " have you checked this, that, have you restarted your computer" .

I m seriously pissed, I lost years of tax files including business tax files, I need a follow up and transparency quick into what happened and how to restore my files, you MUST BE AWARE OF something you caused through an update or something. THERE IS NO WAY JUST INTUIT FILES DISAPEAR while the whole computer is intact,

A REAL FIX IS NEEDED QUICK

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pweeks

Check your trash file; I found that every-time Turbo Tax updates it throws the files in the trash. It's a programing error. Makes me think someone at turbox Tax has a sick sense of humor. I started saving my file in other files, like onedrive.