The users had sent me email addresses that were different from the ones associated with their Apple IDs. As soon as they sent me the email addresses linked to their Apple accounts, everything was resolved. It’s also worth considering that some people have multiple email addresses, so it makes sense that they might use different ones in different contexts

Hi, i have the same issue, the problem is that the users have sent to you a wrong email, they must sent to you their Id apple account email. (no other email)