Fans who bought FIFA World Cup tickets through resale websites report that some tickets cannot be transferred to FIFA’s official ticketing app, leaving holders unable to enter matches. The issue is highlighted by the experience of Bina Ramroop, who says she bought tickets months earlier through StubHub for $485 each for her grandson’s 13th birthday. On Monday, as thousands arrive at Atlanta’s Mercedes-Benz Stadium for Spain vs. Cape Verde—a scoreless draw—Ramroop finds she cannot get the tickets to work. She is reportedly repeatedly on the phone with StubHub representatives and then at the venue with FIFA ticketing staff, but no one can explain why the tickets purchased through resale cannot be transferred from the original seller to the FIFA app. Multiple outlets describe her becoming visibly distressed, including breaking down in tears when it becomes clear she will not be able to access the tickets she paid for. The reports do not identify a single cause, but they show a gap between resale purchases and FIFA’s app-based ticket transfer process at the point of entry.