If you are eligible, you have answered something wrong, in the interview. But, a lot of people are just not eligible.
see this TT FAQ https://ttlc.intuit.com/questions/3383321-why-didn-t-i-get-a-credit-or-deduction-for-education-expen...
See Also:
https://www.irs.gov/individuals/llc
The LLC is a non refundable credit. That is, it can only reduce an actual tax liability. It is not added to your refund, like part of the American Opportunity Credit is.