@NCperson
We can't see the screen messages the taxpayer is seeing. Turbotax may very well tell people "you don't qualify for the CTC" but then on a separate screen, tell them something like "let's see if you qualify for the ACTC".
Other issues not previously discussed include the fact that the child must "live with" the taxpayer more than half the year, must have a social security number, and must have the correct birthdate. One of those pieces of data may have been entered incorrectly, especially if there is a custody situation, and the dependent interview could be re-checked.
