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Client Portal Guide

Client Portal

Welcome to the Client Portal documentation. This section is for existing SONAN DIGITAL clients who have received a portal invitation and need guidance on using the platform.

The client portal is your dedicated hub for everything related to your engagement with SONAN DIGITAL — from reviewing proposals and signing contracts, to paying invoices, accessing documents, and submitting support requests.

What You Can Do in the Portal

The portal gives you real-time access to your account without needing to chase emails or wait for updates. Here's a summary of what's available:

Feature What You Can Do
Dashboard See an at-a-glance summary of your account activity
Proposals Review and approve project proposals from SONAN DIGITAL
Contracts View and digitally sign your service agreements
Invoices View, download, and pay invoices online via Stripe
Appointments View scheduled meetings and consultations
Support Tickets Submit questions or issues and track replies
Documents Access files shared by the SONAN DIGITAL team
Profile Update your account details and security settings

Getting Started

If you've just received your portal invitation, start with the Onboarding Guide — it walks you through your first login, setting up MFA, and getting oriented with the portal.

💡
New to the Portal?

→ Start with the Onboarding Guide — it takes about 10 minutes and sets up everything you need.

Documentation in This Section

Page Description
Onboarding First-time login, MFA setup, and profile configuration
Portal Guide Full walkthrough of every section of the portal
Invoices & Payments How to view invoices and pay securely online
Support Tickets How to submit and track support requests
Document Access How to view and download shared documents

Need Help?

If something in the portal isn't working as expected, or you have questions not covered by this documentation:

  • Submit a support ticket from inside the portal — it's the fastest way to get help
  • Check the Support & Contact page for contact options and response times
⚠️
Account Access Issues

If you're locked out of your portal account or haven't received your invitation email, see the Support & Contact page — you'll need to reach us via email since you won't be able to log in to submit a ticket.

Client Onboarding

This guide walks you through everything you need to do to access and set up your SONAN DIGITAL client portal for the first time. The entire process takes approximately 10–15 minutes.

Before You Begin

Make sure you have the following ready:

  • [ ] The invitation email from SONAN DIGITAL (sender: noreply@sonandigital.com or similar — check spam if not visible)
  • [ ] Access to the email inbox associated with the invitation
  • [ ] A smartphone or tablet with an authenticator app installed (see below)

Multi-factor authentication (MFA) is required to access the client portal. You'll need an authenticator app that supports TOTP (Time-based One-Time Passwords). Install one of the following before starting:

App Platform Download
Google Authenticator iOS & Android App Store / Google Play
Authy iOS, Android & Desktop authy.com
Microsoft Authenticator iOS & Android App Store / Google Play
1Password All platforms 1password.com
Bitwarden All platforms bitwarden.com
💡
Already Have an Authenticator App?

If you already use an authenticator app for another service, you can use the same app — just add your SONAN DIGITAL account to it as a new entry.

Step 1 — Find Your Invitation Email

Check your email inbox for a message from SONAN DIGITAL with the subject line similar to:

"You've been invited to the SONAN DIGITAL Client Portal"

⚠️
Check Your Spam Folder

Invitation emails are occasionally filtered by spam systems. If you don't see the email in your inbox within 30 minutes of your portal being set up, check your junk/spam folder. If it's still not there, contact us at support and we'll resend it.

The email contains:

  • A welcome message confirming your account has been created
  • A "Set Up Your Account" button or link
  • The email address your account is registered under
  • An expiry notice — the invite link is valid for 48 hours
🚨
Link Expiry

The invitation link expires after 48 hours for security reasons. If your link has expired, contact SONAN DIGITAL support to request a new invitation.

Step 2 — Set Your Password

  1. Click the "Set Up Your Account" button in the invitation email
  2. You will be taken to the SONAN DIGITAL portal in your web browser

  3. You'll see a "Set Password" screen — enter a strong password that meets the following requirements:

    Requirement Detail
    Minimum length 8 characters
    Must include At least one uppercase letter
    Must include At least one number
    Must include At least one special character (e.g. !, @, #, $)
    Must not be A previously used password

  4. Enter your chosen password in both the Password and Confirm Password fields

  5. Click "Set Password" to continue
💡
Use a Password Manager

We strongly recommend using a password manager (such as 1Password, Bitwarden, or your browser's built-in manager) to generate and store a strong, unique password for your portal account.

Step 3 — Set Up Multi-Factor Authentication (MFA)

After setting your password, you'll be prompted to configure MFA. This is mandatory and cannot be skipped.

3a — Open Your Authenticator App

Open the authenticator app you installed earlier and look for an option to add a new account or scan a QR code. This is usually accessed via a + button.

3b — Scan the QR Code

The portal will display a QR code on screen. Point your authenticator app's camera at the QR code to scan it.

If you can't scan the QR code:

The portal also shows a manual entry code (a long alphanumeric string). In your authenticator app, choose "Enter code manually" and type this code in. Then enter your account name (e.g., SONAN DIGITAL - your@email.com).

3c — Verify the Setup

Your authenticator app will immediately show a 6-digit code that refreshes every 30 seconds. Enter the current code into the portal's verification field and click "Verify".

ℹ️
Codes Expire Quickly

TOTP codes are valid for 30 seconds. If the code is rejected, wait for the next code to appear in your app and try again — don't re-enter an expired code.

3d — Save Your Backup Codes

After verifying MFA, the portal will display a set of one-time backup codes. These are emergency codes you can use if you ever lose access to your authenticator app.

  • [ ] Download or print the backup codes
  • [ ] Store them in a secure location (a password manager is ideal)
  • [ ] Do NOT share them with anyone
🚨
Losing Your Backup Codes

If you lose access to your authenticator device AND your backup codes, you will be locked out of your portal account. Recovery requires identity verification with the SONAN DIGITAL support team, which can take time. Keep your backup codes safe.

Step 4 — First Login

With your password set and MFA configured, you're now ready to log in fully.

  1. Navigate to the SONAN DIGITAL client portal login page
  2. Enter your email address and password
  3. Click "Sign In"
  4. When prompted, open your authenticator app and enter the current 6-digit code
  5. Click "Verify"

You are now logged in to your client portal.

Step 5 — What You'll See on First Login

When you first access your portal, you'll land on the Dashboard. Here's what to expect:

Section What You'll Find
Dashboard An overview of your account — recent activity, pending actions, and notifications
Proposals Any proposals already prepared for you by SONAN DIGITAL
Contracts Contracts awaiting your signature (if applicable)
Invoices Any invoices issued to your account
Support Where to submit and track support tickets
Documents Any files already shared with you
💡
Pending Actions

If SONAN DIGITAL has already sent you a proposal or contract, you may see a notification or banner prompting you to review it. This is a great starting point.

Step 6 — Complete Your Profile

Before diving into the portal, we recommend completing your profile:

  1. Click your name or avatar in the top-right corner
  2. Select "Profile Settings" or "My Account"
  3. Verify or update:
    • Your display name
    • Your phone number (used for account recovery communications)
    • Notification preferences (email notifications for invoices, replies, etc.)
  4. Click "Save Changes"

Step 7 — Explore and Get Help

You're all set! Here are the best next steps:

  • Read the Portal Guide for a full walkthrough of every section
  • Review any pending proposals or contracts shown on your dashboard
  • Familiarise yourself with the Support Tickets section for when you need help
ℹ️
Your Project Manager Is Here to Help

If you have any difficulty during onboarding, don't hesitate to reach out directly to your SONAN DIGITAL project manager, or submit a support ticket through the portal once you're logged in.

Onboarding Checklist

Use this checklist to confirm you've completed every step:

  • [ ] Invitation email received
  • [ ] Password set
  • [ ] MFA configured with authenticator app
  • [ ] Backup codes saved securely
  • [ ] First login completed successfully
  • [ ] Profile reviewed and updated
  • [ ] Portal Guide reviewed

Client Portal Guide

This guide is a comprehensive walkthrough of the SONAN DIGITAL client portal. It covers every section available to you as a client — what it does, how to navigate it, and what actions you can take.

💡
New to the Portal?

If you haven't set up your account yet, start with the Onboarding Guide first. Come back here once you're logged in.

The portal uses a left-hand sidebar for primary navigation. The sidebar is visible on all pages and contains links to every major section. On smaller screens (tablets and phones), the sidebar collapses into a menu icon at the top of the screen.

+-----------------------------+
|  SONAN DIGITAL              |
|  -------------------------  |
|  Dashboard                  |
|  Proposals                  |
|  Contracts                  |
|  Invoices                   |
|  Appointments               |
|  Support Tickets            |
|  Documents                  |
|  -------------------------  |
|  Profile Settings           |
|  Sign Out                   |
+-----------------------------+

Top Bar

The top bar (visible on all pages) contains:

  • Page title - shows where you currently are in the portal
  • Notification bell - click to see recent portal notifications
  • User menu - click your name or avatar to access profile settings and sign out

Notifications

The notification bell shows a badge when you have unread notifications. Clicking it opens a dropdown with your most recent notifications. Notifications are generated for events such as:

  • A new invoice has been issued
  • A support ticket has received a reply
  • A proposal or contract has been sent
  • An appointment has been scheduled

Click any notification to go directly to the relevant page.

Dashboard

The Dashboard is the first page you see after logging in. It gives you a real-time summary of your account.

[Screenshot placeholder: Dashboard overview showing activity cards and recent items]

Dashboard Widgets

Widget Description
Pending Actions Any items requiring your attention (unsigned contracts, unpaid invoices, unapproved proposals)
Recent Activity A feed of recent events on your account
Open Support Tickets A quick count and link to your unresolved support tickets
Upcoming Appointments The next scheduled meeting or consultation
Invoice Summary Outstanding invoice balance at a glance

Pending Actions Banner

If you have items that need your attention, a banner or card will appear at the top of the Dashboard highlighting them. Common pending actions include:

  • Proposal awaiting your approval - click to review and approve
  • Contract awaiting your signature - click to read and sign
  • Invoice due - click to view and pay

Proposals

The Proposals section shows all project proposals that SONAN DIGITAL has prepared for you.

[Screenshot placeholder: Proposals list view showing status badges]

Proposal Statuses

Status Meaning
Draft The proposal is being prepared - not yet sent to you
Sent The proposal has been sent and is awaiting your review
Approved You have approved the proposal
Declined You have declined the proposal
Expired The proposal was not actioned before the expiry date

Reviewing a Proposal

  1. Click on any proposal in the list to open it
  2. The full proposal document will display, including:
    • Project scope and description
    • Deliverables and milestones
    • Timeline
    • Pricing breakdown
    • Terms and conditions
  3. Scroll through the entire document before responding

Approving or Declining a Proposal

At the bottom of the proposal document, you will see two buttons:

  • Approve - Confirms you accept the proposal. A contract will be generated automatically.
  • Decline - Indicates you do not wish to proceed. You can include a note with your reason.
⚠️
Approving a Proposal

Approving a proposal is a formal acceptance of the scope and pricing described. A contract will be generated immediately after approval. If you have questions or want to negotiate changes, contact your project manager before approving.

Contracts

The Contracts section shows all service agreements between you and SONAN DIGITAL.

[Screenshot placeholder: Contracts list with signing status]

Contract Statuses

Status Meaning
Pending Signature Contract is ready - your digital signature is required
Signed Contract has been signed by both parties
Declined You declined to sign the contract
Expired The contract was not signed before its expiry date

Signing a Contract

  1. Click on the contract to open it
  2. Read the full document carefully - use the scroll bar to review all sections
  3. When you reach the signature section, click "Sign Contract"
  4. A confirmation dialog will appear asking you to confirm your identity and intent
  5. Check the confirmation checkbox and click "Confirm & Sign"
  6. The contract will be marked as Signed and a copy will be emailed to you
ℹ️
Legal Validity

Your digital signature is legally binding. By clicking "Confirm & Sign", you are entering into a formal agreement with SONAN DIGITAL. Ensure you have read and understood all contract terms before signing.

Downloading a Contract

Once signed, you can download a PDF copy of the contract at any time:

  1. Open the contract
  2. Click the "Download PDF" button in the top-right corner of the document viewer

Invoices

The Invoices section lists all invoices issued to your account. For detailed information including how to pay, see the Invoices & Payments Guide.

[Screenshot placeholder: Invoice list with status badges and Pay buttons]

Quick Invoice Actions

From the invoice list you can:

  • Click an invoice to view its full details
  • Click "Pay" on any outstanding invoice to go directly to checkout
  • Click "Download" to save a PDF copy

Appointments

The Appointments section shows scheduled meetings, calls, and consultations with the SONAN DIGITAL team.

[Screenshot placeholder: Appointments calendar or list view]

What's Shown

Each appointment entry includes:

  • Date and time
  • Meeting title (e.g., "Project Kickoff Call", "Design Review")
  • Format (video call, phone call, in-person)
  • Location or video link - if it's a video call, the meeting link will be displayed here
  • Notes - any agenda or preparation notes added by the team

Appointment Notifications

You'll receive a portal notification and an email reminder when a new appointment is scheduled and again as a reminder closer to the meeting time.

💡
Adding to Your Calendar

To add an appointment to your personal calendar (Google Calendar, Outlook, Apple Calendar), click the "Add to Calendar" button on the appointment detail page. This downloads an .ics file that most calendar apps can import.

Support Tickets

The Support Tickets section is where you submit questions, report issues, and track the status of open requests. For full instructions, see the Support Tickets Guide.

[Screenshot placeholder: Support ticket list with open/closed status]

Quick Overview

  • Click "New Ticket" to submit a support request
  • Each ticket shows its status: Open, Awaiting Reply, Resolved
  • Click any ticket to read the full conversation thread
  • You'll receive an email notification whenever the team replies

Documents

The Documents section contains files shared with you by the SONAN DIGITAL team. For full instructions, see the Document Access Guide.

[Screenshot placeholder: Document library with folder categories]

What's Available

Documents shared in this section may include:

  • Project briefs and creative specifications
  • Design files and brand assets
  • Reports and analytics exports
  • Contracts and signed agreements (also accessible from the Contracts section)
  • Invoices and receipts (also accessible from the Invoices section)
  • Any other files your project team shares with you

Profile Settings

Profile Settings allows you to manage your personal account details and security configuration.

[Screenshot placeholder: Profile settings form]

What You Can Update

Setting Description
Display Name The name shown in the portal and in communications
Email Address Your login email - contact support to change this as it requires verification
Phone Number Used for account-related communications
Notification Preferences Choose which events trigger email notifications
Password Change your portal login password
MFA / Authenticator Re-configure or update your multi-factor authentication setup

Changing Your Password

  1. Go to Profile Settings
  2. Scroll to the Security section
  3. Click "Change Password"
  4. Enter your current password
  5. Enter and confirm your new password
  6. Click "Save"

You will receive a confirmation email when your password is changed.

Updating MFA

If you change your authenticator device or app:

  1. Go to Profile Settings > Security > Multi-Factor Authentication
  2. Click "Reconfigure MFA"
  3. You will be asked to verify your current MFA code first (to confirm you still have access)
  4. Then follow the on-screen instructions to scan a new QR code with your new device
🚨
Do Not Remove MFA

MFA cannot be fully disabled on client portal accounts - it is required for all logins. If you have lost access to your authenticator and your backup codes, contact support immediately.

Signing Out

To sign out of the portal:

  1. Click your name or avatar in the top-right corner (or the bottom of the sidebar)
  2. Click "Sign Out"

You will be returned to the login page and your session will be terminated.

⚠️
Shared Computers

If you are using a shared or public computer, always sign out when you are finished. Do not leave the portal open in a browser where others may have access.

Invoices & Payments

This page explains how to view your invoices, pay them online via Stripe, download receipts, and understand how the invoicing system works. All invoice and payment activity is managed securely inside your client portal.

Viewing Your Invoices

To access your invoices:

  1. Log in to the client portal
  2. Click "Invoices" in the left sidebar
  3. You will see a list of all invoices issued to your account, sorted by most recent first

[Screenshot placeholder: Invoice list view with columns for invoice number, date, amount, and status]

Invoice List Columns

Column Description
Invoice # Unique invoice reference number (e.g., INV-0042)
Description Brief summary of what the invoice covers
Issue Date When the invoice was created
Due Date When payment is expected
Amount Total amount due (including any applicable taxes)
Status Current status of the invoice (see below)
Actions Buttons to View, Pay, or Download the invoice

Invoice Statuses

Status Meaning Action Required?
Draft Invoice is being prepared by SONAN DIGITAL - not yet finalised None - not yet visible to you
Sent Invoice has been issued and is awaiting payment Yes - review and pay by the due date
Paid Payment has been received in full None
Overdue The payment due date has passed without payment Yes - pay immediately to avoid service interruption
Cancelled Invoice has been voided by SONAN DIGITAL None
Refunded A full or partial refund has been issued None - check your payment method for the refund
⚠️
Overdue Invoices

Overdue invoices may result in a pause of active project work until the balance is settled. If you are experiencing a financial difficulty, contact your project manager or submit a support ticket before the due date to discuss options.

Viewing an Invoice in Detail

  1. Click on any invoice in the list, or click the "View" button
  2. The invoice detail page shows:
    • Your billing name and address
    • SONAN DIGITAL's billing details
    • A line-item breakdown of services
    • Subtotal, taxes (if applicable), and total amount
    • Payment due date
    • Payment history (if partial payments have been made)
  3. From this page you can also click "Pay Now" or "Download PDF"

Paying an Invoice via Stripe

SONAN DIGITAL uses Stripe to process all online payments. Stripe is one of the world's most trusted payment platforms, used by millions of businesses globally. Your card details are never stored by SONAN DIGITAL - all payment data is handled directly by Stripe's secure, PCI-compliant infrastructure.

How to Pay

  1. Navigate to the invoice you wish to pay (see above)
  2. Click the "Pay Now" button — this appears on both the invoice list and the invoice detail page
  3. You will be redirected to a Stripe Checkout page
  4. On the Stripe Checkout page, enter your payment details:
    • Card number
    • Expiry date (MM/YY)
    • CVC (3 or 4 digit security code on the back of your card)
    • Billing name (as it appears on your card)
    • Billing postcode/zip code
  5. Click "Pay" to submit the payment
  6. Stripe will process the payment in real time
ℹ️
Secure Checkout

The Stripe Checkout page is hosted on Stripe's own domain (checkout.stripe.com) and uses bank-grade encryption (TLS). Look for the padlock icon in your browser's address bar to confirm the connection is secure.

After Payment

Once payment is successful:

  • You will be redirected back to the portal with a payment confirmation message
  • The invoice status will update to Paid immediately
  • A payment receipt will be emailed to you automatically
  • The receipt is also available to download from the portal (see below)
💡
Payment Not Showing?

If your payment was successful (you received a Stripe confirmation) but the invoice still shows as unpaid after a few minutes, refresh the page. If it persists after 10 minutes, submit a support ticket with your invoice number.

Accepted Payment Methods

Stripe Checkout supports the following payment methods:

Method Notes
Visa Debit and credit cards
Mastercard Debit and credit cards
American Express Credit cards
Apple Pay Available on Safari (iOS/macOS) when card is set up in Wallet
Google Pay Available on Chrome when card is set up in Google Pay
Bank redirect Available in select regions (e.g., iDEAL, Bancontact)
ℹ️
Currency

Invoices are issued in the currency specified in your service agreement. Stripe will handle currency conversion if your card is in a different currency - your bank or card issuer may apply a foreign transaction fee for cross-currency payments.

Downloading Invoices and Receipts

You can download a PDF copy of any invoice or payment receipt at any time.

Downloading an Invoice PDF

  1. Open the invoice from the invoice list
  2. Click "Download PDF" in the top-right corner of the invoice view
  3. The PDF will download to your device immediately

Downloading a Payment Receipt

After a payment is processed, a receipt is generated separately from the invoice. To download it:

  1. Open the invoice (which should now show as Paid)
  2. In the payment history section at the bottom of the invoice, you will see the payment entry
  3. Click "Download Receipt" next to the payment

Alternatively, the receipt is automatically emailed to your registered email address after payment - check your inbox for an email from Stripe (subject: "Your receipt from SONAN DIGITAL").

Recurring Invoices

Some service arrangements include recurring invoices - for example, monthly retainer fees or subscription-based services. These are issued automatically on a scheduled basis.

How Recurring Invoices Work

  • A new invoice is generated on the agreed billing date (e.g., 1st of each month)
  • You receive a portal notification and email when a new invoice is issued
  • The invoice appears in your portal Invoices list marked as Sent
  • You pay it manually via the portal, or automatic payment may be configured (see below)

Automatic Payment for Recurring Invoices

If you and SONAN DIGITAL have agreed to automatic payment collection for recurring invoices, Stripe will charge your saved payment method automatically on the due date. When automatic payment is active:

  • You will receive an email notification before each charge
  • After the charge, you will receive a receipt
  • The invoice will appear in your portal as Paid automatically

To set up or modify automatic payment, submit a support ticket or contact your project manager.

ℹ️
Saved Payment Methods

Saved payment methods for automatic billing are stored securely by Stripe, not by SONAN DIGITAL. You can update or remove saved payment methods by contacting support.

Common Payment Questions

My payment failed - what should I do?

Payment failures are usually caused by: - Insufficient funds on the card - Card details entered incorrectly - Card issuer declining the transaction (contact your bank) - Card expired

Try again with a different card, or contact your bank if the issue persists. You can also submit a support ticket if you need help.

I was charged the wrong amount.

Contact SONAN DIGITAL support immediately via the support ticket system. Include your invoice number and the incorrect amount charged. We will investigate and issue a correction or refund as appropriate.

I need an invoice addressed to a different company name.

Contact your project manager or submit a support ticket before paying. We can update the billing details on an invoice before it is paid.

I need a VAT/GST invoice.

If your business requires tax invoices with VAT/GST registration numbers, contact support and we will ensure invoices are formatted correctly for your jurisdiction.

Support Tickets

The support ticket system is the primary channel for clients to get help from the SONAN DIGITAL team. Every question, issue, or request is tracked as a ticket — giving you full visibility into its progress and a complete record of all communications.

💡
Portal Tickets Get Priority

Support tickets submitted through the client portal are prioritised over general email enquiries. Always use the portal ticket system when you have portal access.

Before Submitting a Ticket

Before creating a new ticket, it's worth checking:

  1. This documentation - your question may already be answered in the Portal Guide or another section
  2. Your existing tickets - you may already have an open ticket for the same issue
  3. Your email inbox - the team may have already sent you an update

If none of the above resolves your question, proceed to create a new ticket.

Submitting a New Support Ticket

Step 1 - Navigate to Support Tickets

  1. Log in to the client portal
  2. Click "Support Tickets" in the left sidebar
  3. Click the "New Ticket" button in the top-right corner

[Screenshot placeholder: Support ticket list page with "New Ticket" button highlighted]

Step 2 - Fill In the Ticket Form

A form will appear with the following fields:

Field Required? Description
Subject Yes A brief, descriptive title for your request (e.g., "Invoice #INV-0042 shows wrong amount")
Category Yes Select the category that best fits your request (see categories below)
Priority No Select urgency level - the team will confirm the priority on review
Description Yes A detailed explanation of your issue or question
Attachments No Upload any relevant files (screenshots, documents, etc.)

Ticket Categories

Category When to Use
Billing & Invoices Questions or issues with invoices, payments, or receipts
Project & Deliverables Questions about active project work, timelines, or milestones
Technical Issue Something in the portal is not working correctly
Contract or Proposal Questions about a contract, proposal, or legal document
Documents Issues accessing or downloading shared files
Account & Access Login issues, MFA problems, or account settings
General Enquiry Anything that doesn't fit the other categories
Feedback / Suggestion Ideas or feedback about the portal or our services

Writing a Good Description

A well-written description helps us resolve your ticket faster. Include:

  • What you were trying to do - describe the action you took
  • What happened instead - describe the unexpected result
  • When it happened - date and time if relevant
  • Steps to reproduce - if it's a technical issue, list what you did step by step
  • Screenshots - attach a screenshot if it shows the problem clearly

Example of a good description:

I am trying to pay Invoice INV-0052 (issued 28 June 2026, amount $1,200). When I click "Pay Now" I am redirected to Stripe Checkout, but after entering my card details and clicking "Pay", the page shows an error: "Your card was declined." My card is valid and has sufficient funds - I used it successfully yesterday for another purchase. Screenshot attached.

Step 3 - Submit the Ticket

  1. Review all fields before submitting
  2. Click "Submit Ticket"
  3. You will see a confirmation message with your ticket number (e.g., #TKT-0078)
  4. A confirmation email will be sent to your registered email address

Tracking Your Tickets

Viewing All Your Tickets

  1. Click "Support Tickets" in the left sidebar
  2. You will see a list of all your tickets, with the most recent at the top

[Screenshot placeholder: Ticket list showing ticket numbers, subjects, statuses, and last-updated timestamps]

Ticket List Columns

Column Description
Ticket # Unique reference number for the ticket
Subject The title you gave the ticket when submitting
Category The category selected at submission
Status Current status of the ticket
Last Updated When the ticket was last updated (by you or the team)
Actions Link to view the ticket

Ticket Statuses

Status Meaning
Open The ticket has been submitted and is awaiting a response from the team
In Progress A team member is actively working on the issue
Awaiting Your Reply The team has responded and is waiting for more information from you
Resolved The issue has been resolved and the ticket is closed
Closed The ticket has been closed (either resolved or no longer relevant)

Viewing a Ticket and Its Replies

  1. Click on any ticket in the list to open it
  2. The ticket detail page shows:
    • Your original message and any attachments
    • All replies in chronological order (oldest first)
    • The current status
    • The team member handling the ticket (if assigned)

[Screenshot placeholder: Ticket detail view showing conversation thread]

Replying to a Ticket

When the SONAN DIGITAL team responds to your ticket, you will receive an email notification. To continue the conversation:

  1. Open the ticket from the Support Tickets list
  2. Scroll to the bottom of the conversation thread
  3. Type your reply in the "Your Reply" text box
  4. Attach any additional files if needed (click "Attach files")
  5. Click "Send Reply"
ℹ️
Keep Replies in the Portal

Reply to support queries through the portal rather than by email. This keeps the full conversation in one place and ensures nothing is lost. Replies sent by email may not always be connected to the correct ticket.

Email Notifications

You will receive an email notification to your registered portal email address when:

Event Email Sent?
Your ticket is submitted Yes - confirmation with ticket number
The team posts a reply Yes - includes a preview of the reply
The ticket status changes Yes (for major changes: Resolved, Reopened)
You reply to the ticket No - no confirmation needed for your own replies

Email Notification Format

Reply notification emails include:

  • The ticket number and subject
  • A preview of the team's reply
  • A "View Ticket" button linking directly to the ticket in the portal

You do not need to log in via the main login page - the link takes you directly to the ticket (you will be prompted to log in if your session has expired).

Closing a Ticket

Tickets can be marked as resolved by either the SONAN DIGITAL team or by you.

Closing a Ticket Yourself

If your issue has been resolved and you want to close the ticket:

  1. Open the ticket
  2. Scroll to the bottom
  3. Click "Mark as Resolved" or "Close Ticket"

The ticket will move to Resolved status.

Reopening a Closed Ticket

If an issue recurs after a ticket has been closed, you can reopen it:

  1. Find the closed ticket in your ticket list (filter by "Closed" status if needed)
  2. Open the ticket
  3. Click "Reopen Ticket"
  4. Add a reply explaining why you're reopening

Alternatively, if the issue is unrelated to the original ticket, create a new ticket instead.

Response Time Expectations

Priority First Response Target
Critical Within 2 business hours
High Within 4 business hours
Normal Within 1 business day
Low Within 3 business days

Business hours are Monday to Friday, 9:00 AM - 6:00 PM (Friday until 5:00 PM). Tickets submitted outside business hours will be addressed on the next business day.

For more detail on priorities and escalation, see the Support & Contact page.

ℹ️
Response vs. Resolution Time

The times above refer to the first response - when a team member acknowledges your ticket and begins looking into it. Resolution time depends on the complexity of the issue and may be longer.

Tips for Faster Resolution

  • [ ] Use a descriptive, specific subject line
  • [ ] Select the correct category
  • [ ] Include full details in your description - don't assume we can see what you see
  • [ ] Attach screenshots when reporting visual issues or errors
  • [ ] Respond promptly when the team asks follow-up questions
  • [ ] Keep one issue per ticket - open a separate ticket for unrelated issues

Document Access

The Documents section of your client portal provides access to files shared with you by the SONAN DIGITAL team. This includes project deliverables, design assets, reports, and any other files relevant to your account.

Accessing the Documents Section

  1. Log in to the client portal
  2. Click "Documents" in the left sidebar
  3. The document library will load, showing all files and folders shared with you

[Screenshot placeholder: Document library showing folder categories and file list]

Document Categories

Documents are organised into categories to make them easier to find. Common categories include:

Category Typical Contents
Contracts & Agreements Signed contracts, service agreements, amendments
Proposals Project proposals (also accessible via the Proposals section)
Invoices & Receipts Invoice PDFs and payment receipts (also in Invoices section)
Design Assets Logo files, brand guidelines, image exports, UI mockups
Project Deliverables Completed work items: web files, reports, copy documents
Analytics & Reports Monthly performance reports, campaign results, SEO audits
Briefs & Specifications Project briefs, technical specifications, content plans
Miscellaneous Any files that don't fit a specific category
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Category Availability

Not all categories will be visible for every client account. Only categories that contain files shared with you will appear.

Browsing and Finding Documents

Folder View

Documents are displayed in a folder structure. Click a category folder to expand it and see the files inside. Files can also be nested in sub-folders for larger projects.

Sorting

You can sort the document list by:

  • Name (A-Z or Z-A)
  • Date Added (newest first or oldest first)
  • File Size (largest or smallest first)

Click the column header to sort by that column. Click again to reverse the sort order.

Searching for a Document

Use the search bar at the top of the Documents section to find a file by name.

  1. Click the search bar (labelled "Search documents...")
  2. Type any part of the file name
  3. Results will filter in real time as you type
  4. Click the file to open or download it

[Screenshot placeholder: Document search with results filtering]

Downloading Documents

Downloading a Single File

  1. Navigate to the file in the document library
  2. Click the file name or the download icon to the right of the file
  3. The file will download to your device's default download location

Downloading Multiple Files

To download several files at once:

  1. Check the checkbox to the left of each file you want to download
  2. A toolbar will appear at the bottom of the screen
  3. Click "Download Selected"
  4. The files will be packaged into a .zip archive and downloaded
💡
Bulk Downloads

If you need to download an entire folder, select all files in that folder using the checkbox at the top of the list, then use "Download Selected."

Viewing Documents in the Browser

Some file types can be previewed directly in the portal without downloading:

File Type Browser Preview
PDF (.pdf) Yes - opens in built-in PDF viewer
Images (.jpg, .png, .gif, .webp, .svg) Yes - displays inline
Text files (.txt, .md) Yes - displays as plain text
Office documents (.docx, .xlsx, .pptx) No - must download to open
Design files (.fig, .ai, .psd, .xd) No - must download to open
Archives (.zip, .rar) No - must download to open

To preview a supported file, click the file name. A preview panel or modal will open. To download instead of previewing, click the download icon.

Supported File Types

SONAN DIGITAL can share files of any type through the document portal. Commonly shared file types include:

Type Extensions
Documents .pdf, .docx, .doc, .txt, .rtf
Spreadsheets .xlsx, .xls, .csv
Presentations .pptx, .ppt, .key
Images .jpg, .jpeg, .png, .gif, .webp, .svg, .tiff
Design Files .fig (Figma), .ai (Illustrator), .psd (Photoshop), .xd (XD), .sketch
Video .mp4, .mov, .avi, .webm
Archives .zip, .tar.gz
Web Files .html, .css, .js
Code Files Various source file extensions
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Opening Design Files

Design files such as .fig, .ai, .psd, and .sketch require the corresponding application to open. If you do not have the software, request an exported version (e.g., PDF or PNG) via a support ticket.

Requesting a Document

If you need a file that is not currently in your document library:

  1. Navigate to Support Tickets in the sidebar
  2. Create a new ticket with the category "Documents"
  3. In the description, specify:
    • What document you need
    • The project or context it relates to
    • The file format you require (if you have a preference)
    • When you need it by

The SONAN DIGITAL team will upload the file to your portal and notify you when it's available.

💡
Be Specific

The more specific your request, the faster we can fulfil it. For example: "I need the final logo in SVG format from the Brand Identity project completed in March 2026" is much clearer than "I need the logo."

Storage Limits and File Size

Individual File Size Limit

Upload Type Maximum File Size
Standard documents (PDF, DOCX, etc.) 50 MB per file
Images 25 MB per file
Video files 500 MB per file
Archives (.zip) 200 MB per file
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Large File Transfers

For files that exceed these limits, SONAN DIGITAL will use an alternative transfer method (such as a secure cloud storage link) and share access details with you via the portal or email.

Total Storage

There is no hard storage limit imposed on client accounts by default. If you have concerns about large project archives or long-term file retention, discuss this with your project manager.

Document Retention and Access Duration

Documents shared in your portal remain accessible for the duration of your active engagement with SONAN DIGITAL and for a period after project completion. Specifically:

Scenario Document Access
Active project Full access to all shared documents
Project completed, account active Full access maintained
Account closed or engagement ended Access may be removed after a notice period

If your engagement has ended and you need to retrieve documents, contact SONAN DIGITAL as early as possible. We recommend downloading all important deliverables before the end of your project.

⚠️
Download Important Files

We recommend downloading all important deliverables (design files, reports, final web assets, signed contracts) to your own storage before the end of your project. Do not rely solely on the portal for long-term document storage.

Sharing Documents With Your Team

Your portal account is personal and tied to your email address. If colleagues within your organisation also need access to portal documents, there are two options:

  1. Download and share yourself - download the files and distribute them via your own internal channels
  2. Request additional portal users - contact SONAN DIGITAL to set up portal accounts for other members of your team. Submit a support ticket with the names and email addresses of the people you want to add.

Troubleshooting Document Access

A file I expected to see is not in the library.

The file may not have been uploaded yet, or it may be in a different category than expected. Try using the search bar. If you still cannot find it, submit a support ticket.

I get an error when trying to download a file.

Try refreshing the page and downloading again. If the error persists, try a different browser. If the problem continues, submit a support ticket including the file name and the error message you see.

The file I downloaded appears corrupted or won't open.

This can happen with large files if the download was interrupted. Try downloading again. If the file is still unreadable, submit a support ticket and we will re-upload a fresh copy.

I need a file in a different format.

Submit a support ticket with the category "Documents", specifying the file name and the format you need. We will convert or export it where possible.