If you are eligible, you have answered something wrong, in the interview. But, a lot of people are just not eligible.
See:
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
LLC vs AOTC chart https://www.eitc.irs.gov/other-refundable-credits-toolkit/compare-education-credits/compare-educatio...
https://turbotax.intuit.com/tax-tips/college-and-education/what-is-the-american-opportunity-tax-cred...
https://ttlc.intuit.com/community/credits-and-deductions/help/who-is-eligible-to-take-the-american-o...
You can use this IRS tool https://www.irs.gov/help/ita/am-i-eligible-to-claim-an-education-credit
