Hallo leonardomrc
Not sure whether any of the other passengers reading and responding here could tell you what went wrong or which submitted document causes the issue…
What you could do though is to plan an approx. ½ h stopover in Chiasso next time you’re traveling to Switzerland and get your travelcard there at the SBB ticket counter, minding their opening hours! Make also sure to bring the necessary documents, as stated on the website. You will get a temporary travel card printed on ticket paper there, and the ‘real’ SwissPass card with your foto will be sent to your residence address within two weeks.
You could get the half fare ticket to your destination already in advance without the travelcard, as you don’t need it for purchasing half fare tickets, only for traveling with them. Just mind how long the ticket is valid, e.g. in case of an Arcobaleno Tranfrontaliera ticket.