Question 1

I need help signing in

Accepted Answer

If you're having trouble logging into Sonas, we’re here to help. Below are some common issues and how to resolve them quickly.

🔐 I’ve Forgotten My Password

No worries! You can reset your password anytime:

Go to the Sonas login page.
Click “Forgot your password?”
Enter your email and check your inbox for a reset link.

Note: The link is only valid for a short time—if it expires, simply request a new one.

⌛ I Have a Link, but It Says "Token Expired"

If you're seeing a "token expired" message, it just means the reset or login link has timed out. You can easily request a new one by:

Going back to the Sonas login page.
Clicking “Forgot your password?”

❌ I see a message saying "Account Disabled"

If you're seeing an "account disabled" message, it means your access to Sonas has been removed. If you are an employee using Sonas at a venue, please contact your direct Manager. If you are using Sonas to organise your event with a venue, please contact the venue to see why you have been removed.

🔄 I’m Using SSO and Having Trouble Logging In

If you’re using Single Sign-On (SSO), like Microsoft login, make sure:

You're logged into the correct Microsoft account
You can access your Microsoft account normally

For more detailed steps, check out our SSO help article: 👉 [SSO Login Troubleshooting Guide](/en/a

Question 2

How to change an event's payment plan

Accepted Answer

When you pre confirm an event in Sonas, you apply a payment plan, or stage payments for the base package price. Occasionally, this plan needs adjusting due to a date change, package change, etc. This article will walk you through how to change the existing payment plan for a pre confirmed or confirmed event.

If you cannot see this section or get permission denied messages with any of the actions, please contact your Company Admin in order to get the required permissions.

Video Tutorial

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How to change or update an event's payment plan

Navigate to the transaction section of the event you need to update. Event > Transactions
Go to Actions > Change Payment Plan. In this example we will change this 3 payment plan to a monthly payment plan.
Make the necessary changes, which could be a change in the package or the payment plan. In this example I am leaving all the same, but applying a new payment plan for monthly payments. As the booking deposit has already been paid, I leave that set to no.
Click Next.
Review the payment plan, adjusting any dates if needed. Note that the escrow deposit is highlighted in blue if there is one. ![](https://storage.cr

Question 3

How to set up your areas, fixtures, and default layouts.

Accepted Answer

Setting up Areas is a vital part of your venue's configuration in the system. The feature has two primary functions: scheduling event spaces and creating detailed floor plans.

Firstly, defining distinct areas—such as a ceremony room, a reception hall, or a dining area—is crucial for managing your event calendar effectively. When creating a booking, you will assign the relevant areas for that event. This allows you to confidently host multiple, non-conflicting events at the same time. Alternatively, you can grant a client 'exclusive use' of the entire venue.

Secondly, to take full advantage of our advanced layout planning tools, we recommend uploading floor plans for each area. By including details of your available furniture, you and your clients can collaboratively design the perfect layout, arranging tables, chairs, and other fixtures to visualise the event space precisely.

Video- Areas

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Video- How to use areas for multiple events in one day

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Video -Uploading your SVG floorplans

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Creating and Editing Areas

Venue > Areas and Fixtures

There are 3 tabs on this screen: Areas, Fixtures, and Default Layouts

By default, your venue is set up with a single area named 'Main'. To customise this, or any other area you create, click the **green pen

Question 4

How to pay as a Customer

Accepted Answer

In Sonas, you can make payments on behalf of a customer using a credit card if you have a credit card integration (Stripe). For example, when they pay over the phone, or if they are with you in person.

If you are recording a credit card payment made outside of Sonas, such as with a portable POS, please see How to add payments.

Step-by-Step Guide to Pay as a Customer

Open Transactions in the Event submenu. Event > Transactions.
Click on Actions > Payment as Customer.

A 4-step wizard will open to add the payment.
Check the box next to the charge(s) that you are applying the payment to under Entries to pay.

Click Next.
Fill out the Payment method and amount.

Click Next.
Fill out the Payment instructions.

Review that the information is correct and click PAY NOW.
Review the summary of the payment under Confirmation.

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Question 5

How to create or add a venue

Accepted Answer

Creating a new venue is one of the first steps to set up your Sonas account. Additionally, you can always add new venues using the same process.

Step-by-step guide:

Select Venues on the side menu.
Actions > Create Venue or Click Create Venue on the side menu
Input all details to create your new venue.
- Email From Full Name - this is the name that will be associated with the outgoing emails from your venue to your customers. Use a name that will easily identify your venue or the particular team associated with the venue. (ie My Venue Events)
- Default Sonas Email Address - This is the address from which outgoing emails are sent to your clients. Info@ or Team@ are examples of a preferable address, instead of a personal name for the username. For the subdomain, use your venue name. (ie Events@MyVenue.sonas.email)
Click Save.
A warning message will pop up to make sure you are happy with your newly created domain email, this cannot be changed later.
Confirm. Your new venue and email address are now able to receive enquiries. You can now use your Sonas email address on your website's contact us form to receive any new enquiries directly into the Sonas inbox.
Enter the complete address of the venue.
Optional: Choose the colours associated with the venue for the calendar and all venue labels on events throughout Sonas. This is particularly helpful when you have multiple venues, you can quickly associate ca

Question 6

How to create Reports in Sonas

Accepted Answer

There are a number of reports that can be generated within Sonas to allow you to analyse the information inputted into the system. You can find a basic list of the type of report that can be created in Sonas here, including sales, marketing and financial reports. Each one of these charts can be tailored to allow you to analyse stats for different venues and/or time frames so there are countless reports that can be created. Additional financial information can also be exported from the Accounts and Transactions section which you will find in the Company sub menu. This is outlined in more detail at the bottom of this page.

Once you have created a selection of reports you can personalise your Dashboard with the statistics you wish to see at a glance on a daily basis.

Reports: Step-by-step guide:

Click on the Reports section in the main menu.
Click the Actions menu in the top right hand corner and then + Create New Report (There is a shortcut to create report in the left hand sub menu too)
Your report will be broken into two sections. The first section is the top two lines of information which will create the overall base of the report i.e. what it will be called, what type of report it is (sales, marketing, financial for example) and the time frame you

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