PTO access to previous tax returns

[TaxGirl619]

I'm new to PTO and just purchased 2020 software. I have potential client who needs me to do their 2017 and 2018 return. They self-prepared 2019 return already. When I tried to access 2017/2018 it gave me this message:

Purchase tax year 2019 returns to continue.
In order to access or create requests for previous tax years, you’ll need to have at least one tax year 2019 return in your account. If you think you reached this page by accident, please try again later.

I don't need 2019. What should I do? TIA

[itonewbie]

Did you get the message only when you try to print the return?  No credit is required for preparing a prior year return but a current year credit will be deducted from you account once you print or e-file a prior year return.

If you get the message when you try to access a prior year dashboard or create a prior year return, you should contact Support as they probably need to update your account on the back-end.

[George4Tacks]

You can create a 2019 tax return and do everything EXCEPT print or efile the return and there is no cost. Try recreating the 2019 return as filed, so that you can get used to the software. You can "Check Return" and view the forms, for no charge.

Possibly after doing that you can then create the prior year. If that fails you will need to contact support. In the BLUE left column there is Live Chat when they are available.