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It's possible that TurboTax has determined that you're not eligible for the credit.
According to General information in the Instructions for Form IT-249:
For tax years beginning on or after January 1, 2020, the credit has been amended to allow a New York resident taxpayer to claim the credit only if the taxpayer’s New York adjusted gross income (NYAGI) is less than $250,000.
So, if your New York AGI is too high, you won't be eligible for the credit.
Additionally, the credit isn't refundable. This means that you can claim it only to the extent that it offsets your New York tax. So, if you have no state tax, or the tax has already been offset by other credits, the credit won't apply. See line 21 of Form IT-249.
If neither of these situations appear to apply to you, feel free to post back with any relevant information.
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