If you received the message "Please contact the promoter, and quote them your name, the event and time of your booking." during the process of paying for the tickets added to your shopping cart it means there was some issues that prevented the finalization of the order (the issue could be caused because the credit card has expired, there were some issue in the payment gateway or for other reasons).
If the problem persists after multiple attempts, we suggest you change method of payment, if possible, otherwise for specific museums you can try to acquire the tickets from the BeCulture website (all the museums of the Polo fiorentino except the Secret Room of Michelangelo).
The last alternative for booking the tickets is through the call center at the number +39 055 294883, from 8:30 am to 6:30 pm CET Monday to Friday; from 8:30 am to 6:00 pm CET on Saturday.
Sometimes the attempt of payment results charged for a few days before it is deemed failed by your bank and fully reimbursed, however if after this time it still results that the cost of the transaction has not returned back to the card used we suggest you to contact our Customer Care.
If you received an order confirmation after the message of error the tickets could be invalid, in this case once at the ticket office they may not be usable for the visit of the museum or archeological park. In order to prevent this unpleasant issue we strongly suggest you to contact the e-mail adress of our Customer Care in order to know if the tickets are valid or not.