These Philadelphians planned the perfect World Cup weekends for their families. Then their tickets never came.

Georgette Luna planned her Father’s Day weekend down to a T, splurging $3,000 on three tickets to the Friday World Cup match in Philadelphia. The Fishtown resident, her husband, and her father — who traveled from New York — would go to Reading Terminal Market, she thought, barhop to mingle with fans before the game, and then head to the stadium early to tailgate before seeing Brazil take on Haiti.

She had purchased the tickets on the third-party ticket resale platform StubHub last fall, but the seller she bought the tickets from never transferred them. She called StubHub frequently in the months, weeks, and finally days leading up to the match, wondering when the transfer would go through.

Every time, a StubHub representative said her “tickets would transfer to her on the day of the game,” Luna said. But by Friday, the group — who could not wait to see Brazil play, since their favored Chileans did not qualify for the World Cup — never made it into the stadium.

“We’re standing outside the stadium and obviously everybody is in full celebration, and here we are, supposed to be living this World Cup moment together for the first time, and there’s just this feeling of disappointment,” Luna said.

As the World Cup takes over the country, people across U.S. host cities have shared the same story: Fans in Atlanta, Boston, Dallas, Houston, New Jersey, Seattle, and, of course, Philadelphia arrived at stadiums hoping their tickets would be transferred to no avail, with most facing issues with StubHub. Other reports indicate fans are having similar issues on SeatGeek.

StubHub, for one, blames FIFA’s tech infrastructure and the rollout of a new mobile phone app weeks before the tournament for why tickets have not been transferring on time. FIFA has urged fans not to buy tickets on third-party platforms, saying it “may result in issues, including the inability to cancel or accept transfers,” as well as a higher risk of fake or invalid tickets.

This confusion is in addition to the long wait times, glitches, and extra hurdles placed on ticket buyers for original, face-value tickets from FIFA. FIFA’s ticketing practices are under investigation by the New York and New Jersey attorneys general.

But fans who lost out on a generational moment are more interested in how platforms like StubHub plan to resolve these issues.

Stephanie Fred of Bristol and her 9-year-old son, Levi, are heartbroken after their tickets to the Monday France vs. Iraq game never materialized, even as they stood outside the stadium. To make matters worse, Levi, a soccer player himself, had been trying to see his favorite player, French superstar Kylian Mbappé.

Mbappé scored two goals, tying for the second-most goals scored by a player in men’s World Cup history. Fred’s son could hear the cheers from outside the stadium. He broke down into tears that did not stop even later that night, she said.

During Philadelphia’s first World Cup game, between Ecuador and Ivory Coast, Jayden Quezada, 17, and his parents came to Philadelphia from Bensalem, hoping for an Ecuadorian victory. But they were turned away. The night before the game, the trio had spent $4,350 to get three tickets through the TickPick app after seeing a social media advertisement. By the time they arrived at the stadium, the tickets still had not been transferred to their FIFA app.

“They have been the biggest fans since before I was born, and they don’t get to go to Ecuador often because of work,” Quezada said. He said they would try to get a refund, but missing the game was “really sad because we were looking forward to feeling the Ecuadorian pride.”

For that game, a line of more than 50 fans waited for help with their failed tickets. Monica Rojas, 22, and her friend Jose Avil, both Spanish speakers, were confused about what to do after the ticket office explained the problem with their ticket in English. The pair had driven two hours from New York, after having bought tickets on StubHub for $2,000, including parking. After a FIFA volunteer interpreter intervened, the pair found out their tickets had been refunded.

StubHub is aware that fans are not receiving the tickets that they bought, and a company representative blamed FIFA.

“The issues fans have experienced at this World Cup are largely driven by performance problems with the event organizer’s own ticketing infrastructure, which has created transfer failures across all resale platforms,” a StubHub spokesperson said.

StubHub said the launch of a new FIFA app right before the World Cup began has led to delays, failed transfers, and access issues that have affected all resale platforms, not just StubHub.

The ticket reseller also said sellers are required to fulfill their ticket orders or they face financial penalties and bans from the platform.

Bad actors on resale platforms can engage in a practice called “speculative ticketing,” where buyers will list a ticket that they do not yet own on StubHub and other platforms, in the hope that they will find a cheaper ticket later and recover profit, said Scott Friedman, owner of the Ticket Talk Network podcast and an industry veteran who is helping to sue StubHub on behalf of 160 buyers and sellers who said company practices harmed them.

StubHub does offer a “FanProtect Guarantee‚” a promise the company will find replacement tickets or refund the order when a ticket does not transfer. But the policy repeatedly states that resolving these issues falls under StubHub’s “sole discretion.”

StubHub ticket protection measures can look like replacement tickets, a full refund, or a voucher worth 120% of the value of the tickets. During the World Cup, the company said, it is prioritizing replacement tickets so fans can get to a match.

All of this leads to confusion, and eventually disappointment, when the tickets never show, Luna said. As she and her family, hanging their heads low, took a depressing train ride home from the stadium last week, Luna continued to try to get answers.

Finally, on Monday, she said, she received word StubHub would refund her June 19 match tickets and gift her similar tickets to the July 4 match in Philadelphia, which she said she would accept. But, later, Luna was told she would only receive replacement tickets.

“Is this a wonderful outcome? For sure, but my father and I would have been happy with the perfect weekend that we had planned for ourselves as it was,” Luna said. “While they’re doing right by us, there are so many people who aren’t getting this result.”

Fred’s family got word Tuesday that StubHub would provide them with tickets to France vs. Norway in Boston on Friday. Fred does not mind the drive as long as Levi can achieve his dream of seeing Mbappé play.

“We don’t get this type of opportunity from where we come from,” Fred said. “Being able to provide a World Cup experience for our kids just means the world to us, and having that be ripped away from us, it was just so hard to process.”