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Urgent Italian translation needed please. Trenitalia problem.

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My daughter is trying to book trenitalia tickets. The screen froze after the credit card payment went through and the transaction seems to have failed without issuing the tickets. She tried to send an email but that didn't go through either, so she used twitter and received the following:

ciao, si tratta sicuramente di somma "congelata'. puoi fornirmi in DM la tua user per verifica.

Google translation wasn't very successful, so I thought I would ask here.

Thanks all, Cathie

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