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I can't transfer my tickets

Hello everyone.
I would like to share my experience and need your help. I sold 4 tickets for a European Championship football match. I have the confirmation, as well as the buyer's name and email address. To transfer the tickets, the buyer needs the UEFA ticket app.

This was 3 weeks ago. I have written to the buyer several times, but she is not responding. I have also tried to transfer the tickets, but they are not being transmitted. Apparently she does not have the UEFA Ticket App.

Well, a week ago I was in the live chat. It took over an hour and I explained everything. The strange thing was that the chat employee couldn't find my sale in the system. I gave him numbers and even sent him a screenshot. But he found nothing.

The game is in a few days and I don't know what to do. Can someone please help me?
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