If your screen looks similar to this:
Typically, this means that the affiliation for which you have been verified is not eligible for the promotion (i.e. Veterans accessing Active Duty offers or Military Spouses/Family Members accessing the offer for Active Duty or Veterans). While, spouses & family members of military personnel can create a Troop ID, the complimentary/discounted tickets are only accessible to those accounts verified as a service member, veteran, or retiree.
Veterans accessing Active Duty offer
If you have been verified as a Veteran but are an Active-Drilling Reservist, Active National Guardsman, etc. you will need to update your affiliation by submitting documentation that supports your active duty status (this is typically in the form of an LES or an ERB/ORB). To update your affiliation,
Your LES can be obtained from the MyPay website without a CAC Reader. Once you have the LES, you can update your affiliation by clicking this link. This will allow you to re-verify your affiliation by uploading a copy of a recent Leave & Earnings Statement (LES) which shows your current Active Duty, National Guard, or Reserve status.
Military Spouse/Family Members
If you are in this situation, you'll need to sign out of your account and an account will need to be created and verified as a Service Member, Veteran, or Retiree. Once verified, you'll be able to follow the same process and proceed to the ticket options.
To sign out of your current account, go to https://www.id.me/shop, hover over your name in the top right corner and click "sign out".