While the World Cup has delivered excitement on the field, many fans have been left disappointed after tickets purchased through online resale platforms failed to arrive or were canceled at the last minute.
Among them was Bina Ramroop, who broke down in tears after learning she would not be able to attend a World Cup match in Atlanta with her grandson Elijah Gomes on his 13th birthday.
Ramroop had bought two tickets through resale platform StubHub months earlier for $485 each. But despite spending hours speaking with both StubHub and FIFA representatives outside Atlanta's Mercedes-Benz Stadium before Spain's match against Cape Verde, the tickets could not be transferred to FIFA's official ticketing app.
Although StubHub offered her a refund, Ramroop said she was devastated.
"I didn't want a refund. I wanted to go to the game," she said.
Her case is one of many reported by fans on social media and at stadiums during the tournament. Complaints include tickets never arriving, orders being canceled shortly before matches and difficulties resolving issues between FIFA's ticketing system and third-party resale platforms.
Most complaints have involved StubHub, although some fans who bought tickets through other resale websites, including SeatGeek and Vivid Seats, have also reported problems.
FIFA has advised supporters to buy resale tickets through its official marketplace, where transactions are guaranteed. However, many fans continue to use other platforms because they are familiar with them, offer lower prices or are easier to use.
An Associated Press reporter saw more than a dozen frustrated fans outside the Spain-Cape Verde match who faced similar issues.
StubHub blamed FIFA's ticket transfer system, saying technical problems, last-minute restrictions and the late launch of FIFA's ticketing app contributed to the difficulties.
FIFA, however, reiterated that tickets purchased through its official resale platform are guaranteed to be delivered.
Industry experts say the problems may have several causes. Some could be linked to technical glitches, while others may involve speculative sellers who list tickets before actually securing them.
According to ticket industry consultant Scott Friedman, some sellers gamble on buying tickets later at lower prices. But rising World Cup ticket prices have left some unable to fulfill orders, forcing cancellations.
"This is not new," Friedman said, noting that similar issues have occurred at other major events, including Taylor Swift's Eras Tour.
StubHub says sellers must prove they possess tickets before listing them on the platform.
Another disappointed fan, Pape Ndaw of Texas, said tickets he bought for himself and his son to watch the Netherlands play Japan never arrived.
Ndaw purchased the tickets for about $550 each as a high school graduation gift for his son. Just two days before the match, StubHub informed him that the seller could not provide the tickets.
He accepted store credit, hoping to buy replacements, only to find that last-minute ticket prices had surged to more than $1,500 each.
Breaking the news to his 17-year-old son was difficult.
"He literally cried," Ndaw said.
Not all affected fans had the same outcome.
Patrick O'Neil and his family traveled from North Carolina to Atlanta after purchasing five tickets through StubHub. While two tickets were successfully transferred, the other three never arrived.
As a result, O'Neil's son and another relative attended the match, while O'Neil, his wife and a family member watched from a nearby bar.
After local media highlighted their situation, StubHub contacted the family and offered tickets for another match. The family instead requested that the tickets be donated to a local nonprofit organization so others could enjoy the tournament.
"StubHub is not evil, but it's part of a system that makes it difficult for ordinary people to attend these matches," O'Neil said.
StubHub later confirmed it would honor the family's request and provide tickets to the nonprofit group.