Please go over the entries you made when entering your 1098 mortgage interest statement.
Pay special attention to the questions about the property securing the loan and outstanding mortgage balance.
I think there is a problem with the software. I have this issue also.
It says you will get the full credit, but when the you do the final review, the credit is -0-,
Review your total Itemized deductions. If the total amount is less than your Standard Deduction the program will deduct the Standard Deduction.
The 2019 Standard Deductions are: