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The first step is to determine if you qualify for credit, You cannot claim the credit if your MAGI is over $90,000 ($180,000 for joint filers).
Note, most scholarships are not restricted but if you have restricted scholarships that must be used for tuition, they have to be entered as such.
See What You Need to Know about AOTC and LLC and how scholarships and tax credits interact.
Does the student need to file a tax return is the next question. Take this quick quiz, Filing requirement.
TurboTax (TT)sometimes doesn't do a good job of explaining the reason for not allowing the credit.
Provide the following info for more specific help:
Here's a post on the five main points on the 1098-T:
https://turbotax.intuit.com/tax-tips/college-and-education/guide-to-tax-form-1098-t-tuition-statemen... TT 1098-T article
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