Frequently Asked Questions

TurboTax Questions

How to do I get back to TurboTax, and ask a tax-related question?

  • Click here to go to TurboTax.
  • Sign into your account and click help in the upper righthand corner

Getting Started

What is Turbo?

Turbo is a product available free from Intuit, the makers of TurboTax, that shows where you truly stand financially. Turbo gives you the three numbers that matter most to lenders (your income + credit score + debt-to-income ratio), along with personalized insights and advice. You don't have to be a TurboTax customer to use Turbo.

What happens after I share my tax info with Intuit?

After you agree, Intuit (the makers of Turbo and TurboTax) may use your info to enhance your Intuit account and build your profile, communicate with you and provide personalized offers and advice for your unique financial profile. Your info is subject to the Intuit Privacy Statement.

Does this mean Intuit can sell my info?

No. This consent does not give Intuit permission to sell your info.

What if I don't want to get marketing emails from Intuit?

No problem. You can unsubscribe by going to the latest Turbo email and hitting the unsubscribe link.

Where can I get more information?

Please see our Data Stewardship Principles, which reflect our company's values and how we strive to maintain your privacy. You can also read the Intuit Privacy Statement, which describes our privacy practices.

Is Turbo secure?

When you create your account or access Turbo, additional security features help protect the security of your account including multi-factor authentication and Touch ID for your smartphone app. Behind the scenes our security specialists work to protect your information. We safeguard your information by encrypting it when it's stored in our systems.

Why isn't the page loading?

We're sorry! We hate when that happens. Try waiting a bit and then reload the page.

If that doesn't work, check your Internet connection to ensure you're connected. You can also clear your browser cache, then reload the page.

Login

Forgot your Intuit user ID or password?

We offer a number of ways to assist you in recovering access to your Intuit account.

  1. Go to our account recovery page.
  2. Enter either your:
    • Phone number (recommended)
    • Email Address
    • User ID
  3. Follow the on-screen instructions.
You will either be sent a code to help you recover your account or be given a list (through email or on screen) of possible accounts associated to your information. We will list the recommended account for you at the top of that list.

If you are still unable to recover your account after trying these steps, please select the link that says Try Something Else. You will be guided to enter additional information to help identify the right account and several questions to verify your identity.

Once you are signed into your account, we recommend you add or update your phone number. This will increase your account security and make future account recovery attempts easier.

What if I'm having trouble with my verification code?

It can take up to 15 minutes for the code to be emailed to you. Be sure to check your junk email folders, too. (Don't try to get a new verification code too soon, it will invalidate the old code and you'll end up waiting longer.)

Also keep in mind, you can't get a code via text if you don't have a phone number listed in your Intuit account.

I can't log in to my Intuit account

The easiest option is to go to account recovery and follow the steps to get into your account.

If account recovery doesn't work, fill out an Email Change Request. Keep in mind: Turbo and TurboTax have the same login info so you would use the same user ID and password for both products.

I have access to my Intuit account but I didn't get a code

If you didn't get a code, check that you have the correct email/phone number listed in your account:
  1. Sign in to your Intuit account. (Your login and contact info is the same as for TurboTax because they are connected.)
  2. Select Settings from the upper right.
  3. Select Profile on the left (if it's not already selected)
  4. If the email is wrong, click Edit on the Email address line in the and follow the instructions (for phone, go to the SECURITY section instead).
The code I got isn't working
  1. Request another verification code (resend verification email).
  2. Leave the window open that asks for the code, closing it will invalidate the code.
Open another tab, window or use a different browser to check your email for the code.

Account

How do I update my name, email, password, etc. in Settings?

Updating your account information is easy. Here's how to do it:
  1. Sign in to Turbo.
  2. Select Settings from the left navigation bar.
  3. Your settings window will open.
  4. Click Edit next to the area you want to update (Name, User ID, Email address, Address). To update your password, click the Security tab.
  5. Replace your existing information with your new information.
  6. Click Save to update, and you're done.
If you no longer have access to your email address and are unable to log in to Turbo please complete the Email Change Request Submission Form.

Free Credit Score

How do I get my free credit score?

You can get your free credit score by going to Turbo here. Then follow these instructions depending on your situation:

If you already have a TurboTax user ID
  • Sign into Turbo using your same TurboTax User ID and password.
    • Make sure this is the login info you used to do your last tax return in TurboTax. Some customers have more than one TurboTax user ID, and if you use login info not associated with your tax return, this could cause a slight problem later on.
If you don't have a TurboTax user ID
  • On the Turbo sign in page, select Create an account, and you can sign up for Turbo.
    • When you later want to work on your tax return in TurboTax, you'll want to use the same user ID and password that you created for Turbo. This will make things more convenient later on.

Why can't I get my credit score?

There are several reasons why you may not be able to get your credit score.
  • There's not enough credit history to report. This can happen if you're too young, new to the country, or don't have enough tracked credit events like credit card payments, loan payments, etc. to calculate a credit score.
  • Your loan or credit information may not have been available to our credit score provider, resulting in not enough information to calculate a credit score.
  • Your identity can't be confirmed. We allow two attempts to answer verification questions and then for your protection, lock your account for 30 days before you can re-access.
  • The info you are using to access your credit score does not match that of the primary taxpayer on TurboTax.

Where does my credit score come from?

Your free credit score is currently provided by TransUnion®, which is one of three major credit reporting bureaus.

Does viewing my free credit score affect my credit?

No. This credit inquiry doesn't affect your credit in any way, no matter how often you view your credit score. This type of request is what's called a "soft" inquiry, which means the request is only viewable by you.

What is a soft credit inquiry?

A soft credit inquiry is a credit pull that does not affect your credit score. If Intuit was listed under the soft inquiry section on your credit report, this is because you had enrolled in credit score services in one or more Intuit products, such as Turbo, TurboTax, and/or Mint, and Intuit pulled your credit report on your behalf.

Why is my credit score different from other sites I've checked?

Your credit score is pulled directly from TransUnion, one of the three major credit reporting bureaus (TransUnion, Equifax, and Experian.)

The score provided by Turbo is a VantageScore based on TransUnion data. There are other types of credit scores that different bureaus may provide.

Also, credit scores pulled at different times can change if you've had something significant drop off your report, paid down debt or acquired new debt.

What if there's an inaccuracy in my credit summary that I wish to dispute?

Because TransUnion controls the content of your credit report, you will have to contact TransUnion if you have a dispute.

Can I get a free credit score for my spouse?

Yes, you can. Your spouse can sign up for Turbo using their own info to get their free credit score.

Will I be charged to get my free credit score?

No, you won't be charged. We believe in giving you your credit score and any future updates for free so you know where you stand. We'll also help you understand the why behind your score and give you tips on how to improve it.

So how do we make money? We get paid by the advertisers on our site. You are never under any obligation to take these offers. Turbo is completely free to you either way.

Where can I get a full credit report?

Simply log in to your Turbo account and select View details, then select a credit card or loan to see your payment history, number of on-time payments, account status, and more.

It's not currently possible to print or download your report in Turbo.

You also have the right to a free credit report from each of the three national credit bureaus once every 12 months from AnnualCreditReport.com or by calling (877) 322-8228. In addition, depending on individual circumstances you may have other rights to a free credit report under federal law or the laws of your state of residence.

What if I failed my credit score registration?

Security is vital so we take measures to help prevent unauthorized access before providing your credit score. To complete credit score registration, we ask questions to help prevent this unauthorized access to your credit report, which are created using information from credit bureaus. If you fail your credit score registration by exceeding the amount of times allowed to correctly answer the questions, please try again after a month.

Debt to Income

What is debt-to-income (DTI) and how is it calculated?

DTI is an indicator of whether or not you're living within your means, and a critical factor to determine the size of the loan you can get. It's calculated by dividing your monthly debt payments by your monthly income. The lower this percentage, the better!

How do I add or edit my debt amount?

Your debt amount, which is used to calculate your debt-to-income ratio, is pulled directly from your credit report. The only amount that can be edited in your Turbo profile is monthly rent, which is located under the "additional expenses" category in your profile.

How do I add or update my income?

Your tax-reported income amount comes from your tax return. If you filed as Married Filing Jointly, you'll be able to choose between including either your own individual income or your joint income. If you haven't imported your tax info from TurboTax or would like to edit the imported amount to include other income, you can change to self-reported income.

To update your self-reported income or change income source, follow these steps:
  1. Sign in to Turbo.
  2. Click Income in the navigation bar to the left.
  3. Click Edit near the top of the page.
  4. Select the income source you want to use or input a new self reported amount.
  5. Click Save to update.
Income directly imported from your tax return can't be updated.

Why is my income pulled in from TurboTax?

Pulling in your income from TurboTax enables us to provide you personalized advice about your financial health.

Partner Offers

I have questions about the personal loan offer from Marcus.

Please see the Marcus FAQ page for answers to common questions: https://www.marcus.com/us/en/faqs

I have questions about the student loan offer from SoFi.

Please see the SoFi FAQ page for answers to common questions: https://www.sofi.com/faq/