Payment or Checkout Problems

Lylac uses Stripe checkout for Team upgrades, Boost purchases and additional Team event slots. Organisation owners and admins can start these purchases.

Before you start

You need:

• owner or admin access to the organisation;
• the organisation and event involved in the purchase;
• the approximate time of any payment that may already have completed.

Retry the correct checkout

1. Return to the purchase entry point

   For a Team upgrade, open Billing and Ticketing and choose Upgrade on the Team plan. For Boost, use Purchase Boost event while creating an event or Add Boost in the publishing check. For an extra Team event, choose Buy event slot in the publishing check.

2. Reload a checkout that does not connect

   If the window remains on Connecting to Stripe…, reload the page and open the purchase again.

3. Follow the message in the payment form

   Check the payment details and use any correction requested by Stripe. If Stripe declines the payment, contact the cardholder or try another payment method.

4. Wait for Lylac to update

   After Payment completed successfully! appears, choose Close. The plan, Boost or additional event slot can take a few moments to appear in Lylac.

5. Check the result

   Team upgrades appear as the Current Plan on Billing and Ticketing. Paid invoices appear in Invoices. A Boost belongs to the event you purchased it for. An additional event slot increases the Team event allowance.

Next steps

• Use Plan gate or upgrade prompt if a publishing blocker led to the purchase.
• Compare plan features in Plans and inclusions.
• Review Buy event capacity and understand plan gates for the full purchase workflows.