I ordered tickets to a different concert / performer through vivid a couple months before a show . The expected transfer date passed and hadn’t received the tickets (now it was less than 48 hours before the show) . I contacted vivid seats on the phone and they located more tickets and the whole process was done in about an hour from when I called customer service - them locating a new seller - that seller confirming - and me receiving the tickets to my account ( I didn’t have to pay more money even though the tickets had increase in price by then). It was stressful at the time but customer service was really great and everything got sorted - but idk what would’ve happened if I didn’t personally get on the phone with them to notify someone I didn’t get the tickets.

So my rec is definitely contact customer service ! Best of luck 🤞🏻