We can't use the free ticket

We arrived in Bordeaux 2 days ago, and we have tried to find a SIM card to have internet outside our hotel, they suggested a tobacco shop but it costs 10 euros for half an hour of internet, it is not enough For more than two days, we used it for half an hour the other day, and the other options are one-year subscriptions, cancel them but we need a European bank account, we went to the tram support center And they told us that they can’t print the ticket for us, that we need internet, so we have the ticket but we can’t use it