If you are eligible, you have answered something wrong, in the interview. Go through the entire education interview until you reach a screen titled "Your Education Expenses Summary". Click edit next to the student's name. That should take you to a screen “Here’s your Education Summary”. Click edit next to “Education Information”. Go thru the interview again, to be sure you answered the qualifying questions correctly.
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...
Other sources:
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
https://ttlc.intuit.com/community/college-education/discussion/i-have-a-1098-t-form-that-i-received-...
