Support Center
A walkthrough of every Song Toss feature, from setting up your first event to getting paid. Can't find what you need? Jump to Contact Support at the bottom of this page.
On this page
Getting Started
When you create an account, you get your own subdomain —
your-business.songtoss.com — and a 30-day free trial with no credit card
required. Every event you build lives under that subdomain, and it's what your guests will
ultimately see (though they'll usually get there by scanning a QR code, not typing a URL).
After signup you're dropped on your Dashboard. From the top navigation you can reach:
- Events — create and manage events
- Team — invite secondary accounts (primary only)
- Karaoke Library — your reusable base song list (primary only)
- Payments — connect Stripe so guests can tip you (primary only)
- Billing — trial status, event passes, and subscriptions (primary only)
- Business Settings — your account info and public business info
Creating & Running an Event
Every event moves through four states, in one direction only:
Draft → Pre Request → Live → Closed
- Draft — you're still setting things up. Nothing is visible to guests yet, and drafting is always free, even after your trial ends.
- Pre-Request — guests can get a head start on Song Requests and Karaoke Requests only, no matter what else you've turned on. Handy for opening requests up before doors.
- Live — every feature you've enabled is available to guests.
- Closed — the event is over. This can't be undone, so make sure you're really done before closing one out.
From Edit Event you'll find your event's QR code and guest link
(/e/your-event-slug), a downloadable PNG of the QR code for printing, feature
toggles, Party Wall settings, staff assignment, and karaoke library overrides. Only the
primary account can change these settings — secondary (DJ/assistant) accounts can view and
manage requests for events they're assigned to, but can't edit event configuration.
Moving an event to Pre-Request or Live for the first time after your trial ends requires an active event pass or subscription — drafting and editing is always free.
Song Requests
Guests search for songs live via Spotify and submit a request. Requests land in your Requests dashboard as Pending, and you mark them Approved or Played as you go.
Karaoke Requests
Karaoke works off a CSV library you upload — either a base library for your whole business (manage it under Karaoke Library in the nav) or a per-event override (uploaded from the event's Edit page) for a themed night that needs its own song list. Uploading a base library CSV replaces the whole thing; uploading an event-specific CSV only affects that one event.
The first row must be a header row with column names — order doesn't matter, and matching is case-insensitive:
| Column | Required? | Expected Value |
|---|---|---|
Title | Required | Song title |
Artist | Required | Artist name |
Year | Optional | A plain number (e.g. 1981) — anything else is ignored |
Duo | Optional | 1 for a duet, 0 (or blank) otherwise |
Explicit | Optional | 1 if the song has explicit content, 0 (or blank) otherwise |
Styles | Optional | Free text, e.g. Rock or Rock, Ballad |
Languages | Optional | Free text, e.g. English or Spanish, English |
Id, Date Added | Ignored | Safe to leave in an export from another system — these columns are read and skipped, not required |
Only Title and Artist are required — every
other column can be left out of the file entirely. Duo and Explicit
only count as "yes" when the value is exactly 1; anything else (including
true or yes) is treated as "no."
Download a sample CSV with a few rows filled in correctly, ready to edit with your own library.
Toggle "Allow explicit karaoke songs" per event to control whether songs flagged explicit show up in guest search — off by default, useful for family-friendly events.
Party Wall
Guests post a photo, a short message (up to 280 characters), or both, straight from their phone. A post just needs one of the two — a photo alone or a message alone is fine. Posts show up on a rotating kiosk display you can put on a TV or projector.
Per event, you control:
- Post Moderation — require your approval before a post appears, or auto-approve so posts show up immediately
- Show event name — overlays your event's name at the top of the display
- Show "scan to join" QR code — puts your guest QR code right on the kiosk display so people can join without hunting for a table card
- Default photo — shown on the wall until the first guest post is approved, so the display never looks empty at the start of the night
Every photo is re-encoded on upload, which strips location/EXIF data automatically — nothing identifying is kept from a guest's original file.
Message the DJ
A simple, direct line from a guest to you — song shoutouts, timing changes, requests that don't fit the song-search flow, anything. Messages show up in your Requests dashboard and get marked read once you've seen them.
Tip the DJ & Apple Pay / Google Pay
To accept tips, go to Payments and click Connect with Stripe. This creates a Stripe Express account for your business and walks you through Stripe's own onboarding. Tips are a 100% pass-through — the money goes straight to your connected account, Song Toss never takes a cut. Once Payments shows Connected, the Tip the DJ feature is ready to turn on for any event.
Guests can tip with a card, and — once enabled for your subdomain, see below — with a one-tap Apple Pay or Google Pay button. Presets are $5/$10/$20/$50, or a guest can enter a custom amount between $1 and $500.
Apple Pay / Google Pay needs a one-time support ticket
Every business gets its own subdomain (your-business.songtoss.com), and Stripe
requires each individual domain to be registered before it will show Apple Pay or Google
Pay buttons on it. This isn't something you can turn on yourself from the Payments page —
it has to be added on the Stripe side for your specific subdomain.
Card payments work immediately once you've connected Stripe — guests just won't see the Apple Pay/Google Pay one-tap buttons until your subdomain has been added.
To get it enabled, open a support ticket and
include your subdomain (e.g. your-business.songtoss.com). This is a manual,
one-time step per business — once it's done, it's done for every event you run.
Reviews
Guests can leave one review per event (rating + optional written feedback), and can choose whether they're okay with it being shared publicly. That guest consent choice is the final word — even if you mark a review to publish on your public business page, it will never actually go public unless the guest agreed to it. If a guest resubmits their review with consent turned off, it's automatically pulled back from being public.
DJ Contact Card
Lets a guest save your contact info straight to their phone as a vCard — pulled from the contact details you set under Business Settings.
Managing Requests on Event Night
The Requests page (reached via View Requests on an event) is where everything guests submit shows up: song requests, karaoke requests, party wall posts, messages, and reviews, side by side. Approve, mark played, or moderate a post from there, and it updates instantly for anyone else on your team also viewing the same event.
Turn on "Hide completed items" to declutter the view — it hides played requests, read messages/reviews, and already-moderated party wall posts, so you can focus on what's still outstanding. It's remembered per device, per event.
Team Members
Under Team, invite a DJ or assistant by generating a shareable invite link (there's no email sending — you copy the link and send it yourself). Once they sign up through it, they become a secondary account. Secondary accounts can only see and manage events they've specifically been assigned to (set per event on that event's Edit page) — they can't edit event settings, and they don't automatically get access to every event your business runs.
Your Public Business Page
Your subdomain's homepage doubles as a public business page for prospective clients — add a logo, an "About Us" blurb, contact info, and social links from Business Settings. Turn on "Show this event on the public upcoming events page" on any event you want listed there, and any reviews guests have consented to share publicly will show up too.
Billing & Pricing
Every business starts with a 30-day free trial, no card required. Drafting and editing events is always free, even after the trial ends. To take an event Pre-Request or Live after your trial, you need one of:
- $5 one-time event pass — activates a single event, no expiration
- $15/month or $150/year subscription — unlimited events for as long as you're subscribed
Manage your subscription, update your card, view invoices, or cancel any time from Billing — it opens Stripe's own hosted Billing Portal.
Troubleshooting
- A guest says a feature is missing or won't load. Check that the event is Pre-Request or Live (not Draft or Closed) and that the feature is toggled on for that event. Remember Pre-Request only allows Song Requests and Karaoke.
- Guests can't join at the start of a busy event. There's a spam safeguard that limits new guest sessions per network to 30 per event per 10 minutes — if a whole venue is on the same Wi-Fi and a large crowd joins at once, a few stragglers may briefly see an error. It clears on its own within a few minutes.
- You can't log in. After 5 failed attempts on one account (or 20 from one connection) within 15 minutes, logins are temporarily blocked as a brute-force safeguard. Wait 15 minutes and try again.
- Tip the DJ says "not set up yet." Finish connecting Stripe from Payments — it can take a moment after onboarding for Stripe to finish verifying the account.
- Apple Pay / Google Pay button isn't showing on the tip page. See Tip the DJ & Apple Pay / Google Pay above — this needs a one-time support ticket to enable per subdomain. Card payments work in the meantime.
Contact Support
Click the chat icon in the corner of the screen, or use the button below, to open a support ticket any time — including to request Apple Pay/Google Pay be enabled for your subdomain.