@Candydefrain
Failure to get the EITC when you are eligible for it is 100% a user entry error ... the program cannot verify that the answers you make in the interview are true and correct ... if you went to a LIVE tax pro they would ask you the same questions however as a live human and not a DIY program they may have been able to drill down to the correct answer to allow the credit. Many times I must ask a client in more than one way for them to understand what I am looking for. In all of the DIY programs, if you do not understand the questions there are "learn more" links to click on or you have the option to call support for assistance. Failure for you to understand the question and answer it correctly is not a program error.
And FYI ... the IRS is not always correct ... their letter clearly says you "MAY" be eligible for the credit ... even they are not 100% sure because they do not know your situation.
