You coulda done it wrong last year.
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. You usually must have actually paid tuition, not had it paid by scholarships & grants. It is usually best if the parent claims that credit.
You cannot claim a 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
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 FAQ https://ttlc.intuit.com/questions/3383321-why-didn-t-i-get-a-credit-or-deduction-for-education-expen...
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
https://www.irs.gov/individuals/llc
Your return may not be showing an education credit this year for a number of reasons. For example, the American Opportunity Credit is only allowable for the first four years of undergraduate education and is subject to income limits. The student may not have met the attendance criteria, or may have received scholarship funds in excess of qualified expenses. Review your entries to confirm that they are correct.
As mentioned by xmasbaby0 above, see this help article for more information from TurboTax on reasons you may not have received an education credit or deduction.
See here for more information from the IRS on this topic of education credits.