Frequently Asked Questions

                        • Coronavirus update
                        • What happens when an event is canceled?
                        • Soni Tickets’ president: How the coronavirus is impacting events
                        • Seller payment general FAQs: Canadian currency for Canadian events
                        • Want to print my mobile tickets
                        • When will I be paid for my Soni Tickets sale?
                        • How to tell if your tickets sold on Soni Tickets
                        • Don’t see a way to transfer Mobile transfer tickets to the buyer
                        • Reselling tickets bought on Soni Tickets
                        • Entering barcodes on Soni Tickets listings or sales

Coronavirus Update

Like all of us here at Soni Tickets, we know you’re fans of live experiences, whether it be sports, concerts, theatre or comedy. 

The evolving COVID-19 situation has led to questions about what happens if an event is canceled or postponed. We’re working directly with our many partners, event organizers, leagues and teams around the world to update you as quickly as possible. See the list of major impacted events and a message from our president.

What this means for buyers

When an event is postponed:

• We are waiting for the event organizer to decide whether to cancel or reschedule
• You don’t need to contact us; we’ll email you when we know more
• Keep your current tickets, which August be valid for the new event date 
Many major sports leagues (including the MLB, MLS, NBA, NCAA, and NHL) have postponed their seasons. We will contact you as soon as we have more details.
When an event is rescheduled:
 You don’t need to contact us; we’ll email you new event details when we have them
 You can resell your tickets on Soni Tickets if you can’t go or don’t want to 
When an event is canceled:
• You don’t need to contact us; we’ll email you to confirm
 We’ll add a coupon worth 120% of your original order to your Soni Tickets account. You can apply this coupon to one or multiple Soni Tickets orders in the same currency until Dec. 31, 2021. Just choose the coupon at checkout when you order. 

If you received a coupon for 120% that expires in 12 months, don’t worry! We are extending all 120% coupons to be valid until Dec. 31, 2021.

While we can’t reimburse your travel expenses, many airlines, car rental companies, and hotels are helping customers given the unique circumstance. Contact your travel company for more info. 

What this means for sellers

Because many events have been canceled due to COVID-19, we will now pay you 5 to 8 business days after an event. This protects you from charges if the event is canceled and we need to recoup payment from you.

If we paid you for tickets you sold to a canceled event:

• We will charge your credit card on file to reverse the transaction. Contact the original ticket company for a ticket refund.
If you sold tickets to a postponed event:
• Wait until we email you; the event August be rescheduled or canceled
 The original ticket company will contact us with event details 
If you sold tickets to a rescheduled event:
 We’ll email the buyer. They can either attend the event or resell the ticket. 
If you’re trying to list tickets for a rescheduled event:
 Keep checking back; we’re working through a backlog of postponed and canceled events and will have the event up soon 

We’re working as quickly as we can and appreciate your patience. We understand this is a challenging time, and we look forward to helping you make memories at live events.

We’re all in this together. Stay safe and stay well.

What happens when an event is canceled?

We’ll email you when an event is canceled.

Buyers: We’ll give you a coupon worth 120% of your original order. You can apply this coupon toward multiple Soni Tickets events in the same currency.
Sellers: We’ll charge your credit card on file for the payment. Check out what to do if you need your tickets back.

Soni Tickets president: How the coronavirus is impacting events

Dear Soni Tickets community –

The last few weeks have transformed all of our lives in ways we could never have imagined. I wanted to take a moment to share some of the actions we’ve taken as a company in support of our customers, our partners and employees. We’ve spent 20 years bringing the joy of live to buyers and sellers worldwide; we are now doing our best to navigate an unprecedented situation for all. Our commitment is to continue to communicate with you regularly on the actions we are taking during this very difficult period, until the live event industry can resume as normal. Thank you for the patience and trust you have shown so far.

Our updated buyer and seller policies

In the US alone, more than 23,000 events have been canceled, postponed or rescheduled in the past three weeks and we expect to see many more. Effectively overnight, the live event industry has come to a standstill – for fans, sellers, teams, leagues, artists, venues, and other supporting businesses.

We’ve worked hard to create a platform that serves both buyers and sellers as a trusted marketplace. As a convenience to buyers, acting as an intermediary, we’ve historically made the decision to refund them for canceled events before collecting money from the sellers. We’ve also historically offered sellers more convenience by paying them for ticket sales on our platform before events actually happen. Under normal circumstances, these processes are manageable.

Given the impact of the coronavirus, it is not possible to sustain this practice in the near-term. We are facing significant timing delays in recouping funds from the thousands of sellers on our platform, and expect these challenges to continue in the coming months. At the same time, buyers expect immediate refunds. As a result, we’ve enacted new policies in the US and Canada that we believe are clear and fan-first.

Buyer policies

We understand fans are disappointed and concerned by these large-scale event cancellations. We were the first in our industry to begin offering customers 120% credit for the canceled purchases as a thank you for remaining patient in a very challenging period. In the first two weeks of offering this option, approximately 70% of customers opted to receive this additional future value. Recently, we announced this as our standard policy for canceled events, with refunds available in jurisdictions where they are required. Coupons can be applied to one or multiple Soni Tickets orders in the same currency. If your order is less than your coupon value, you can use the remainder on another event.

Seller policies

Meanwhile, sellers on our platform also face challenges. Music and sports fans, season ticket holders, and business sellers are unclear if teams and primary ticketing companies are providing credits or refunds for the tickets they had previously bought and subsequently sold on Soni Tickets. We are working with the thousands of sellers across our platform to understand options and timing for repayment to us for tickets of canceled events. We’ve also updated our seller policies going forward to manage future risk.

Beyond our customer community, we are doing our best to keep our employees safe and manage business operations. Our first priority has been to make sure our employees are in a safe environment, with work-from-home enacted early and quickly across our multiple locations. We have also moved quickly to manage our business operations and spend in response to COVID-19. Despite these changes, our teams are continuing to serve our buyers and sellers, uninterrupted, and I’m extremely proud of their dedication and resilience.

As a leader in our industry for over 20 years, Soni Tickets is committed to helping those in our industry most affected by the Coronavirus. We are happy to be able to use our previously allocated Soni Tickets Foundation funds to provide assistance of up to $125,000 to non-profit partners, including Sweet Relief, MusiCares, and Broadway Cares, which are helping impacted workers in our industries.

We are so grateful to our community and hope that you and your loved ones are safe and healthy. We will continue to serve you as our customers and partners – today and in the future – and look forward to all being able to come together again and experience the joy of live entertainment when the time is right.

Seller payment general FAQs: Canadian currency for Canadian events

Beginning Feb. 4, 2020, all Canadian events will appear on Soni Tickets in Canadian dollars (CAD). Your sales on Canadian events will also be paid in Canadian dollars.
Will this change anything for sales that have gone through but I haven’t been paid on?
No, these payment and currency changes will only take effect after Feb. 4. All sales before Feb. 4 will be paid in USD.
Will all my inventory already posted on Soni Tickets change to CAD automatically on Feb. 4? 
Yes, prices will automatically convert to CAD on Feb. 4. As with any listing, you can always edit your price anytime before your tickets sell.
What happens to seller penalties once the new program goes live?
All seller penalties created on Feb. 4 or later for Canadian events must be paid in Canadian dollars. They will be charged to your Soni Tickets account by deducting funds owed from future ticket sale payments.
Will I get my sales for tickets for U.S. and Canada in one batch payment? 
No, we will separate U.S. and Canada seller payments. 
Can I have different payment methods for my Canadian and U.S. sales? 
Yes, you must have two different payment methods: one for sales in USD and one for sales in CAD. These can be in the same PayPal account (you must add separate wallets) or separate bank accounts (one in the US for USD and one in CA for CAD).

Want to print my mobile tickets


Some tickets are only available on a phone. If they’re disclosed as Mobile or Mobile transfer, you can’t print them. You must scan them from your phone to get into the event.

• We’ll email you steps to get your mobile tickets
• If you need help, we can explain it. Please contact us. We can help you over the phone.
Did you buy tickets for someone else? Use our steps to send tickets to a friend.
For help with a specific team, use these links:

• NBA tickets
• NHL tickets
• MLB tickets


When will I be paid for my Soni Tickets sale?


When you sell tickets on Soni Tickets, payments are processed 5-8 business days after the event takes place. There are different ways you can get paid depending on your area and the event area. If you chose to get paid through:

• Direct deposit: We don’t deposit money on weekends

• PayPal: Once money is in your PayPal account, visit to:

 Get a check
 Add funds to a PayPal debit card
• Transfer money to another account.

How to tell if your tickets sold on Soni Tickets


If you list tickets on Soni Tickets and they sell, we’ll send you an email (check your spam or junk folder). You should still watch your Soni Tickets account in case you miss it. To see your sales:

1. Login to your Soni Tickets account

• On a desktop: Go to My tickets. Click or tap Sales.
• On the Soni Tickets app: Go to Sell and tap Sales

2. Check the Open and Completed tabs

• Sales in the Open tab: You need to deliver tickets to the buyer to complete the sale
• Sales in the Completed tab: You’ve already delivered these tickets and don’t need to do anything else

Don’t see a way to transfer Mobile transfer tickets to the buyer


Use these instructions to deliver a Mobile transfer ticket to your buyer.

You August not see a transfer option in the ticket company’s app or website. If not:

 Contact the primary ticket company (where you first bought the tickets)
 Sometimes the transfer option isn’t there until closer to the event

Did the primary say a transfer option isn’t available? Please contact us.

Reselling tickets bought on Soni Tickets


To resell tickets you bought on Soni Tickets, use the Soni Tickets app or a desktop to list them.

• Guest users: Use our instructions to create a registered Soni Tickets account before listing your tickets. We can’t merge a guest account to a registered account.

Using the Soni Tickets app

1. Tap My tickets Tap the order
2. Tap the 3 dots and Sell tickets

• Choose which seats you’re selling
• Set your price per ticket and how you’ll get paid

3. Tap List tickets

Using a desktop

1. Go to My tickets Orders
2. Under the order details, click Sell your ticket

• Choose which seats to resell
• Set your price per ticket and how you’ll get paid

3. Click List tickets

Entering barcodes on Soni Tickets listings or sales


If you’re listing tickets on Soni Tickets and must enter barcodes, enter the exact alphanumeric barcode on your tickets. Make sure there’s no space at the end.

• While listing, you August have the option to enter the barcodes now or later
• Entering barcodes while listing or before a sale means you’re pre-delivering your tickets
• If they sell, you won’t mail a hard copy ticket (if you have one) or do anything else to fulfill the order

• Entering barcodes before a sale

1. Go to My tickets > Listings
2. Under the listing, click See actions Enter barcode
3. Enter the seat and barcode exactly as it’s printed on the ticket
4. Submit. If they sell, we’ll process your payment 5-8 business days after the event takes place

• Entering barcodes after a sale

1. Go to My tickets > Sales
2. Under the sale, click See actions > Enter barcode
3. Enter the seat and barcode exactly as it’s printed on the ticket
4. Submit. We’ll process your payment 5-8 business days after the event takes place

Having trouble entering barcodes? See Why won’t my barcodes work to troubleshoot.