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Are you or can you be claimed as a dependent? Do you have any tax liability?
How old are you? Do your parents claim you as a dependent? What type of degree are you working on?
If you are under 24, you generally can only claim the non-refundable portion of the AOTC if your parents do not claim you. This means you would need to have a tax liability in order to benefit from the credit. You cannot claim the refundable portion if you are under 24 unless special conditions apply.
The qualifications of the credits are below:
American Opportunity Tax Credit.
What Are Education Tax Credits
There's a new urban myth among college students that says they can get a $1000 from the government just for filing a tax form. For most of them, they simply aren't eligible. A full time unmarried student, under age 24, even if you don't qualify as a dependent, is only eligible for the refundable portion of the American Opportunity Credit if he supports himself by working. You cannot be supporting yourself on parental support, 529 plans or student loans & grants. It is usually best if the parent claims that credit.
You cannot claim the (up to) $1000 refundable credit if you are, or can be, claimed as a dependent by someone else.
Reference: Line 7 instructions for form 8863.
https://www.irs.gov/instructions/i8863#en_US_2024_publink53002gd0e674
If you are eligible, you have answered something wrong, in the interview. But, a lot of people are just not eligible. See Also see this TT support article https://turbotax.intuit.com/tax-tips/college-and-education/what-are-education-tax-credits/L7TuLrVqZ
https://ttlc.intuit.com/turbotax-support/en-us/help-article/tax-credits-deductions/education-tax-cre... shorter version
https://www.irs.gov/Individuals/AOTC
https://www.irs.gov/newsroom/american-opportunity-tax-credit-questions-and-answers
https://www.irs.gov/credits-deductions/individuals/education-credits-questions-and-answers
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