Hi,
Thank you very much for sharing your opinion with us, the tickets we sell if they are accepted in the museum, we send them to you in PDF format through the chat and we even ask you for an email to send them there. . You probably got confused by the confirmation email from Trip Advisor, which is NOT a ticket. The ticket that must be presented at the museum is the PDF that is sent to you through the chat. You can contact us via the Viator chat to follow up on your situation.
Thanks a lot. Regards.