Answered

Can't login to app even though I know password is correct and have reset multiple times


As title.

Can login on the web version (hence i can write this question!), but can’t login to use my Andriod app.

I have reset the password multiple times, have uninstalled the app, have reset the app, have tried to set up a new account… None of these things worked.

 

Help please!

Many thanks 

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Best answer by John B 4 May 2020, 17:46

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46 replies

Any solution to this yet? Same problem here. (Logging in desktop app works though, only the mobile controler do not work)

Hey everyone, I just figured this issue out. When you log into your app account, it's gonna have some weird email like s******@gmail.com or whatever. If you see this, you need to transfer your system to your email. There is an option to do it under the settings. After you do that, it should allow you to use your email account t to login regardless of using the correct password and getting the "incorrect password" issue. 

This SONOS S2 IOS app is garbage.  No matter what I do, I cant log into the app, and the App says there a network problem.  There is no network problem, my phone is working the network fine, and I can log into the SONONS website with my account just fine.    All of this totally defeats the purpose of the Sonos devices.  If I have to spend 2 hours trying to reconnect them to the network and then I cant use the app because it’s junk, what the point of having the devices?  They are probably going into the trash.  Two SONOS One devices.  Paperweights..  

Userlevel 7
Badge +23

Need help ! My husband has a Android phone with the Sonos app and I have a Apple phone with so sos app installed . We both had different Emails that controlled the app ,but as of tonight his app kept asking him to sign in under my email ! He couldn’t sign in under his own name !  Any advise ?

You seem to be confused between the Sonos account (there is one per Household, used for system configutration) and music service accounts (which you can have several of on one system).

Suggest starting a new thread and please be specific (eg with a screenshot) about what, why and when you are being prompted for a password.

Oh and under no circumstances reset anything.

What is puzzling me is that you shuoldn’t have to log in in order to update the controller or system.  I don’t recall when I last had to log in to the app.  I think you are going to have to call Sonos Support or risk a lot more frustration and wasted time.

Userlevel 7
Badge +26

Calling our support will get you all sorted out. One more thing I’d look into, is that if it’s asking you to log in, it might not show the full email, just some ***s, if so, it’s possible the email has a typo in it and there are 2 accounts that are very similar, but not the same one. If that’s the case, you could try changing email in the Sonos app, or try to reset your password using the App and see if you get the reset email to the correct address.

I have the same problem on my iPhone and would love to know how you fixed this ???

I am having a similar issue. My iOS app will not accept my correct username and password. Meanwhile the website lets me log in using the same credentials.

Userlevel 2
Badge +1

Any solutions?

 

Same error here, cannot add new device, login in app fails, password is correct, tried different android versions.

 

Edit: Was able to login this way:

 

App → Settings → System → Transfer System Ownership → I can’t access this account

 

After that, login worked and I can manage/add devices.

 

Strange Software Path to add a new device 🙃 

Any solutions?

 

Same error here, cannot add new device, login in app fails, password is correct, tried different android versions.

 

Edit: Was able to login this way:

 

App → Settings → System → Transfer System Ownership → I can’t access this account

 

After that, login worked and I can manage/add devices.

 

Strange Software Path to add a new device 🙃 

It sounds like you simply transferred the system over to the account credentials that you were of, that’s all.
You should not need to do that the next time you add a new, or reset, Sonos product to your system. 

This SONOS S2 IOS app is garbage.  No matter what I do, I cant log into the app, and the App says there a network problem.  There is no network problem, my phone is working the network fine, and I can log into the SONONS website with my account just fine.    All of this totally defeats the purpose of the Sonos devices.  If I have to spend 2 hours trying to reconnect them to the network and then I cant use the app because it’s junk, what the point of having the devices?  They are probably going into the trash.  Two SONOS One devices.  Paperweights..  

 

First off, calm down.  Everybody here are users like you, volunteers who really don’t need to hear you moan.

Second, what do you mean by “can’t log into the app?”  Unless you are setting it up for the first time, the app requires no login.  Do you mean it won’t connect to your system?  If so, it may be that you are connected to the wrong band of your router.  Sonos is on the 2.4 GHz band.  Connect to that and see if that fixes it.

If not, let us know where the problem lies, but without all the drama.  It doesn’t get you help any faster, and most certainly will cause people to not bother helping at all. 

This SONOS S2 IOS app is garbage.  No matter what I do, I cant log into the app, and the App says there a network problem.  There is no network problem, my phone is working the network fine, and I can log into the SONONS website with my account just fine.    All of this totally defeats the purpose of the Sonos devices.  If I have to spend 2 hours trying to reconnect them to the network and then I cant use the app because it’s junk, what the point of having the devices?  They are probably going into the trash.  Two SONOS One devices.  Paperweights..  

 

First off, calm down.  Everybody here are users like you, volunteers who really don’t need to hear you moan.

Second, what do you mean by “can’t log into the app?”  Unless you are setting it up for the first time, the app requires no login.  Do you mean it won’t connect to your system?  If so, it may be that you are connected to the wrong band of your router.  Sonos is on the 2.4 GHz band.  Connect to that and see if that fixes it.

If not, let us know where the problem lies, but without all the drama.  It doesn’t get you help any faster, and most certainly will cause people to not bother helping at all. 

Telling people to calm down and stop moaning is not really helpful especially when they seem calm and are not moaning but rightly expressing frustrated with the product. Drama? Seems to only be in your head.

Stop the judgements. You are helping no one with them.

I can connect to my existing system no probs, although one of our speaker needs an update so isn’t working… which is why i’m trying to login. But that aside, the system is fine.

The problem is very specific to my password. Settings works, although I can’t sign in of course.

When I try to sign in it says my password is wrong (even though I know it isn’t as i’ve been able to log in on the web version of Sonos). When I try to reset the password via the “forgot password” link on the app, I get an email in my email account, follow the link and rest with a viable password as directed. Having reset my password, successfully, I still can’t get in even though it says all has been reset successfully. I can now get onto the web version with the new password but not my app.

Quite frustrating!

Userlevel 5
Badge +14

Hi @Gbrewer3.

Welcome, thank you for reaching out to Sonos Community and providing the diagnostic report.

Make sure the email address login to your Sonos application is the one you're currently using.

Have you already tried to logout of the account that was log in to the sonos app.

Let us know if it works. If you need help with any other information, please be sure to let us know.

 

Telling people to calm down and stop moaning is not really helpful especially when they seem calm and are not moaning but rightly expressing frustrated with the product. Drama? Seems to only be in your head.

Stop the judgements. You are helping no one with them.

 

 

“app is garbage”, “because it’s junk”, “probably going into the trash”, “Paperweights” is moaning and drama.  So is replying to a post that is a month old and probably long ago solved just because you don’t like someone’s answer. 

 

I’m having a similar issue 

here’s my conformation code

98048811

As title.

Can login on the web version (hence i can write this question!), but can’t login to use my Andriod app.

I have reset the password multiple times, have uninstalled the app, have reset the app, have tried to set up a new account… None of these things worked.

 

Help please!

Many thanks 

I find the “call customer service” for assistance false information. I called today and was told to use online support due to no live agents.  Used online support and was told no agents available - the computer prompts did not include my problem. 

There isn’t one as i can’t login to the app. But when I try to login I use the same email as the web version i’m currently logged in to…

 

I have the exact same problem , sent diagnostics to CS and they told me it would be resolved in 30 mins and it is not 

Haters gonna hate.

Any solution to this yet? Same problem here. (Logging in desktop app works though, only the mobile controler do not work)

I have the same issue 

So i have just got a sonos SL speaker for Christmas today and i am having the same issue i can login through the browser site but not through the app, the speaker is usless with out the app working. I have read the comments on this thread and the comments are from a year ago, and this issue clearly has not been solved a year later, whats the point of selling sonos speakers if the app is usless. 

Userlevel 7
Badge +17

Who is CS?

So i am also unable to login to the App. It used to work just perfectly fine and somehow i am logged off, can't login with the credentials I use here and on the login page it suggests an email i have no idea of. Reinstalled and nothing happens. When i start the app it briefly shows im logged in with my mail and then shows sign in straight away. It is so confusing, because it is not working on my phone, tablet and laptop….. chat support is nowhere to be found….

I suggest that you contact support.

I suggest that you contact support.

I suggest  you read my message. There are never agents online to chat and the bot does not give any solution.