We offer support and assistance solely to those we've sold tickets/products to unfortunately, moreover we discourage private/third party sales since there's no way to allay concerns a person might have about their purchase(s); if not regulated by us (via our own resale platform) neither we nor anyone else has any control over security or legitimacy. Therefore any concerns or questions you may have about a (potential) purchase elsewhere or amendments needing to be made must be put to whoever your seller is/was; it's exclusively their duty to make good on whatever agreement you came to between yourselves. Proceed entirely at your own risk.
An official resale is one that has a person receive an email invitation (system-generated, from a TTF email address) to purchase a ticket. There'll be a brief overview of exactly what's on offer, the price, and a link to click to buy. Payment details are taken there and then by us, and upon completion you are emailed a ticket that is functionally identical to all others we've sold for that event, along with an account on our website to make amendments, purchase add-ons, or even re-sell once again. If this didn't happen for you, your purchase was NOT official.
Frequently Asked Questions include:
"So we got this ticket from [insert 3rd party website here] and need the name changed on it, can you help?"
"The guy/girl that sold us this said that you'd change the name for us?"
"Just wanted to check that this ticket was legit/definitely changed to my name?"
"The person that agreed to sell me a ticket has gone quiet on me, are you able to contact them?"
"After buying this ticket plans have changed and it needs to be sold again, I don't have the seller's details any more... what can we do?"
"We got back in touch with the seller and they said they can't do another name change - can you reverse this for us, or allow us to do one more?"
"Since buying this second-hand ticket the show has been cancelled - can we get a refund off you?"
We're unable to help with any of those written above, nor anything similar to those. A ticket bought from someone else makes you their customer rather than one of ours.
So, to be clear:
If you arranged for a ticket to be changed into your name and had it emailed to you after paying for it privately, your seller cannot change the name again, and nor can/will we. If this happens, your seller must officially sell their ticket through us if they don't wish to keep it, or someone else want it. This involves us taking a payment from the new buyer and the seller being refunded, so if you paid your seller privately you'll also need to think about getting your money back.
There are no "extenuating circumstances". We have HUNDREDS of people writing in at any given time, all with equally unfortunate situations they find themselves in because they really wanted tickets to an event. For us to address them all is not only a tax on time/resources, but also sets bad precedent in regard to people misusing our system (for reasons known only to them); to address only a select few is to 'play favourites'. Thus we refrain from offering help to any.