Payment Plan Update

19 OCTOBER 2022

Hello Paradisians,

As you are likely now aware, our former ticketing partner Festicket has gone into administration and is no longer in operation. As also previously mentioned, your tickets have been held safe for you while we’ve worked to find a solution to complete your booking.

This solution will been activated and sent to you from our new Australian ticketing parter, Megatix. Please keep an eye on your inbox for a link to update your credit card details and complete your booking, due to be sent on Thursday, October 20.

[UPDATE: All affected customers have now been emailed by Megatix with a link to complete your booking. If you have not received your link, please check your spam folder or contact support@megatix.com.au with your order number and relevant details]

Here’s how it will work:

Everyone affected will be emailed a personalised link that will direct you to a payment portal created by our new Australian ticketing partner, Megatix.
You will be asked to update your payment details and complete your booking.
This amount shown will take into account the money already paid by you within your payment plan – e.g:

• If you have already paid 4x monthly instalments, the amount showing will be the equivalent of 1x final instalment.
• If you paid 2x monthly instalments, the amount showing will equal the remaining 3x instalments, etc.

Please note: all affected payment plans for Lost Paradise are split into 5x equal instalments.
Once your purchase is completed, you will receive your Lost Paradise ticket by email within 24 – 48 hours. These tickets will be issued by Megatix and are fully valid to use to enter the festival.

Please note:

You will be required to pay the remaining amount owed on your booking in one transaction.
The Festicket situation means we are no longer able to continue taking payments in instalments.
You will have until Sunday, November 20 to complete your booking.

If you do not complete the booking by November 20, your transaction will be cancelled and your ticket and funds paid forfeited (not refunded, per the original conditions of the payment plan). Please don’t get caught out – we want to see you at Lost Paradise.

There has been a huge amount of work behind the scenes to get everything back on track. We (Lost Paradise) never received the money from Festicket for your tickets – but we will still be honouring your previous payments as though we did.

For any issues with your ticket after your booking has been completed, please contact Megatix support on support@megatix.com.au

If you still have any questions, please refer to our Payment Plan FAQ below or reach out to us at hello@lostparadise.com.au

Apart from this hiccup, we are pleased to say all preparations for Lost Paradise are moving ahead at full steam. We can’t wait to show you what we have in store this New Year for the biggest and best Lost Paradise to date!

See you in the valley,

– LP HQ.

FAQS

when will i receive my link to complete my purchasE? / help, i didn't receive my link!

Links will be sent out via email from Megatix on Thursday, October 19 at approximately midday AEDST. Please keep an eye on your inbox and be sure to check your spam folder. As this is a manual process, there may be a small delay outside of our control – your patience is appreciated.

If you still can’t find your link several hours after this time, please send an email to Megatix support with your name, the email address used to purchase your Payment Plan and your order details support@megatix.com.au

I've lost my card / how do I update my payment details?

Due to moving these transactions to Megatix (our new Australian ticketing partner), all guests will be asked to re-enter their payment details at checkout.

You will be able to choose if you use the same payment details, or update to new ones during this process.

how much do i owe on my booking?

You will receive a personalised payment link that accounts for the amount paid on your order so far. Complete your booking by paying the remaining balance owed on your purchase(s).

Each link will account for the money already paid by you in the former payment plan – e.g:

• If you have already paid 4x monthly instalments, the amount showing will be the equivalent of 1x final instalment.
• If you paid 2x monthly instalments, the amount showing will equal the remaining 3x instalments, etc.

Please note: all affected Festicket Payment Plans for Lost Paradise split the total cost into 5x equal instalments.

Can i split the outstanding amount into instalments / can i continue my original festicket payment plan?

To complete your booking and secure your tickets, you will need to pay the remaining balance in full. This amount accounts for what you have already paid within your original Payment Plan.

Unfortunately, due to Festicket going into administration, the Festicket Payment Plan is no longer available and we can no longer break up payments into further instalments.

i have multiple tickets on my order. can i split the amount owing into individual tickets?

We are unable to split the amount owing into individual tickets – however, you will have one month to finalise your booking (by Sunday, November 20).

how long do i have to complete my booking / what happens if i don't complete my booking / why does my booking have a due date?

The link to complete your booking(s) will be open and valid for ONE month from the day of receipt (closing Sunday, November 20)

After this time, your booking will be cancelled and you will forfeit any money paid to date, per the original terms of the Festicket Payment Plan.

will i be able to resell my ticket?

Yes. Once you have completed the purchase of your ticket, you will have the option to resell the ticket as normal via Tixel, our official resale partner.

Please note: you will need to complete your booking via the above steps and receive your ticket in order to resell it.

WHY DOES MY TICKET DISPLAY A LOWER PRICE THAN THE TOTAL AMOUNT I HAVE PAID?

Tickets issued by Megatix will display the amount paid on the final instalment. This is a known error, and one that does not affect your ticket or your ability to enter the festival.

We have informed Tixel, our official resale partner, about this error. When uploading the ticket to Tixel to sell it onto someone else, the RRP will initially display incorrectly. This is a known bug. Please proceed to the ‘Confirm payment amount’ page to correctly set the price of your ticket, which will then display normally on the Tixel site at the correct price.

I CAN NO LONGER ATTEND THE FESTIVAL. HOW CAN I RESELL MY TICKETS?

In order to resell your ticket, you will first need to complete your booking via the above steps. Once complete, your ticket will be emailed to you and you will be able to resell it via Tixel, our official resale partner.

We’re sorry to hear you can’t make it and hope you come back next year.

DO NAMES ON THE TICKETS NEED TO MATCH / ALL MY TICKETS DISPLAY THE SAME NAME?

Due to the complexity around resolving this situation, any ticket affected by the Festicket Payment Plan will no longer need to match with the name of the holder at the door.

Please note that this exemption is only for those affected by the Festicket Payment Plan.

I WISH TO UPGRADE MY 3-DAY TICKET TO A 4-DAY TICKET. HOW DO I DO THIS?

Please contact support@megatix.com.au with your name and booking details for assistance in upgrading to a 4-day ticket.

I HAVE AN ISSUE WITH MY NEW TICKET / I HAVE AN ISSUE WHILE TRYING TO COMPLETE MY BOOKING?

Please contact Megatix support for all enquiries related to your Lost Paradise 2022 tickets, including any issues that might occur while trying to complete your booking.

Megatix can be reached via email on support@megatix.com.au

WHO ARE MEGATIX? WHO ARE LYTE?

Megatix are our new Australian ticketing partner for Lost Paradise 2022 based in Perth. They have kindly stepped in to help us complete these transactions.

Lyte are a U.S-based company that purchased Festicket after going into administration – more information HERE.

Both Megatix and Lyte have been working closely with Lost Paradise in order to create this solution and ensure you receive your tickets to Lost Paradise. We greatly appreciate their guidance and help!

Completing your purchase via Megatix will issue you with a valid Lost Paradise ticket for 2022.

WHAT HAPPENED TO FESTICKET / WHAT DOES FESTICKET 'ENTERING INTO ADMINISTRATION' MEAN?

Festicket is no longer in operation, and has effectively ‘gone bust’.

There has been a huge amount of work behind the scenes to get everything back on track regarding your tickets and payments. We (Lost Paradise) never received the money from Festicket for your tickets – but we will still be honouring your previous payments as though we did.

This situation was news to us as it is to you. We thank you for your patience and understanding as we’ve worked hard to resolve the situation.

IS LOST PARADISE 2022 STILL GOING AHEAD?

Yes. Despite the difficulties caused by Festicket, Lost Paradise is still going ahead and is unaffected. We can’t wait to host you in the valley this December for our biggest and best festival to date!

HOW DO I CLAIM A FREE LOST PARADISE TOTE BAG?

Everyone who completes their Lost Paradise booking within one week of receiving their link (i.e: before Thursday, October 27) will receive a voucher for one (1x) complimentary Lost Paradise tote bag.

Tote bags can be claimed at the merch stand during the event. Please ensure you have your voucher available to scan and redeem.

Please note: vouchers will be sent out soon after October 27, separate to your Lost Paradise tickets. There is one complimentary tote bag voucher per ticket order, regardless of how many tickets purchased.

Please accept this as a token of our gratitude for your patience and understanding throughout this situation.

I HAVE A QUESTION NOT ANSWERED HERE. WHAT DO I DO?

Please contact Megatix support for all enquiries related to your Lost Paradise 2022 tickets, including any issues that might occur while trying to complete your booking.

Megatix can be reached via email on support@megatix.com.au

If your question is not answered in any of the above instructions and is not related to your tickets or completing your booking, please reach out to us on hello@lostparadise.com.au