You must ensure the account you have logged in with, matches the account you ordered your tickets through.
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The easiest way to see this is checking what email address you received the confirmation to and which email address you are signed into on your app. You can do this by clicking on 'more', and your email address wil be shown at the top.
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If you do not have the app, you can also look for your email receipt and it will state the email address you should log in as (it may be different from the address your email was sent to).

If you're struggling to locate the correct account, please use our Order Finder tool.