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Conversationpossibilities with booking com

I received a code to identify my apartment in hungary. The Code is very clean. But it does not work. I told this problem to booking com, they did not answer. The Standard answer- I guess given by a roboter is: if you dont identify, we cant you give any further booking. 

What can I do, to solve this problem?

Grateful for an answer, not given by a roboter. 

Karin Grün.