The lifetime learning credit (LLC) is a non refundable credit. You must have a tax liability to offset.
If you are eligible, you have answered something wrong, in the interview. But, a lot of people are just not eligible. See https://www.irs.gov/individuals/llc
You can use this IRS tool https://www.irs.gov/help/ita/am-i-eligible-to-claim-an-education-credit
