FAQ
Getting started: frequently asked questions
49 answers from the SunPMS manual.
I closed the browser after clicking Continue.
The account exists but is not verified. Go to the login page, log in; the system will offer to verify your e-mail. See Verify e-mail OTP.
Read more: Sign up
Can two hotels share one account?
Yes, and they should. Create several properties or groups under one owner account.
Read more: Sign up
I mistyped my e-mail.
The code goes to the address you typed. If you cannot receive it, contact support from the footer help or SunTatva support; the e-mail cannot be corrected on this screen.
Read more: Sign up
The code never arrives.
Check spam, confirm the e-mail address is right, then use Resend OTP. If it still fails, contact SunTatva support.
Read more: Verify e-mail with OTP
I verified but the login page still says not verified.
Log in again; the verification on the login route must finish with the "Email verified successfully" message.
Read more: Verify e-mail with OTP
Does a staff member need to verify?
No. Users created inside SunPMS are marked verified.
Read more: Verify e-mail with OTP
Is the username case sensitive?
Type it exactly as created; use the same case you registered with if a login fails.
Read more: Log in
I locked myself out.
Wait for support to unlock it. Resetting the password by e-mail does not remove a lock by itself; contact support.
Read more: Log in
The page shows "Version 1.0.1" at the bottom.
That is the portal version; quote it when contacting support.
Read more: Log in
I do not recognise the masked e-mail.
It is the one used at sign-up (or set by your administrator). Ask your administrator to change it, or contact SunTatva support.
Read more: Forgot and reset password
Can staff reset their own password?
Yes, the same way, as long as their account has a valid e-mail.
Read more: Forgot and reset password
Where do I change a password while logged in?
In SunPMS use the user menu > Account.
Read more: Forgot and reset password
Can I reuse my old password?
The screens do not block it, but choose a new one for security.
Read more: Password expired
Can the three-month period be changed?
Not from the screens; it is a platform setting handled by SunTatva support.
Read more: Password expired
I forgot the old password and it has expired.
Use Forgot password?; the e-mail code route works for expired passwords too.
Read more: Password expired
Where can I read the agreement later?
On the login page, click Terms of Service.
Read more: Terms and conditions acceptance
Why can't my manager log in after an update?
The owner has not accepted the new agreement yet.
Read more: Terms and conditions acceptance
I do not see Sun POS.
It can be hidden in some installations. Ask SunTatva if you expected it.
Read more: Landing portal
Why is my property picture dim?
The property has not been configured yet; open it and complete property configuration.
Read more: Landing portal
I cannot see Create New Property.
Only the owner has the three-dot menu.
Read more: Landing portal
I picked the wrong timezone.
It cannot be changed. If you have not entered data, create a new property with the right one.
Read more: Create property wizard
Why is the timezone already filled?
Choosing the country selects its timezone; check it before Create Property, it cannot be changed afterwards.
Read more: Create property wizard
Does the group name equal the property name?
Yes for this wizard. The group name is copied from the property name.
Read more: Create property wizard
Can I add a second hotel?
Yes, see Create additional property.
Read more: Create property wizard
The creation looks stuck.
Wait up to three minutes, then refresh the portal. If the card does not appear, contact support.
Read more: Create property wizard
Does a second property need a new group?
No, only the first one per app does.
Read more: Create an additional property
Where do I add a restaurant?
Select the Sun POS pill, then use Add property.
Read more: Create an additional property
The screenshots show a sample property; was it created?
No. The pictures of this page were taken with the create answer simulated, so the demo group still has its two properties.
Read more: Create an additional property
I can't find the three dots.
Only the owner sees them.
Read more: Create an additional property
I locked everyone out.
The owner is never restricted. Log in as owner and add the address or delete the entries.
Read more: IP whitelist
Staff have changing home IPs.
Do not mark them for restriction.
Read more: IP whitelist
I added rooms but cannot save them.
You reached Rooms allowed. Buy more rooms.
Read more: Licence request from the landing portal
Can I pay here?
No. The team contacts you with payment steps.
Read more: Licence request from the landing portal
I get sent back to the portal.
The cookies expired or are blocked, or the apps are on different domains. Click the card again; if it repeats, tell support.
Read more: Open a property in SunPMS
Can I bookmark SunPMS?
Yes, but you still need an active session; otherwise you return to the portal.
Read more: Open a property in SunPMS
Do I log in again?
Usually not; the portal session remains until you sign out.
Read more: Switch property or group
I only see one group.
Groups are listed per app; select another app pill. If a group is missing, ask the owner to add you to it.
Read more: Switch property or group
Why does the new property ask me to start a shift?
Shift Operation is on for that property (Shift Start and End).
Read more: Switch property or group
My menu looks different in the other hotel.
Menu items depend on your role and the licence of each property.
Read more: Switch property or group
Signing out of SunPMS but not the portal?
Change Property returns to the portal while keeping you signed in there (Switch property or group).
Read more: Log out
I cannot sign out.
The shift-end window must be answered first. Click Shift End (to close the shift) or Cancel.
Read more: Log out
I was signed out suddenly.
SunPMS was updated, or your session expired; log in again.
Read more: Log out
Will my shift be closed if I just close the browser?
No. The shift stays open until you end it.
Read more: Log out
Which details help support?
Your User ID from the portal menu, the screen, the exact message text.
Read more: Support widget
Call fails with "could not connect".
Network blocks direct calls; use chat or request a callback.
Read more: Support widget
Microphone error.
Allow the microphone for the site in the browser.
Read more: Support widget
Can the trial be extended?
Only SunTatva can extend it; contact support.
Read more: Free trial and data removal
Do I lose my data right when the trial ends?
No. Removal happens 2 days after the end, after a verified backup.
Read more: Free trial and data removal
Is the backed-up data safe?
It is kept in SunTatva's private, encrypted cloud storage.
Read more: Free trial and data removal
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