My fiancee had to change Sonos account email and now we can't control the system at all - it keeps telling us to log in as system owner. On website it also does not show any systems registered to her account. Any solutions besides factory resetting some 10+ speakers?
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Sonos system registered to old email after change
Best answer by peterze
I contacted Sonos support, and the root cause was very mundane: system was registered to another account (not the one we changed email address on). We recovered password to that, transferred ownership and everything is good now 😶
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In the app, use the option Transfer System Ownership to register the devices to the new email address/password.
That does not work. As I mentioned the app thinks the current system on network is registered to someone else. I can start the transfer process, provide all the credentials and then it errors out with generic “problem occured"
That does not work. As I mentioned the app thinks the current system on network is registered to someone else. I can start the transfer process, provide all the credentials and then it errors out with generic “problem occured"
Yes I know the devices are still registered to the old email address, hence the reason to ‘transfer ownership’.
Are you entering the new email address and password for the credentials when promoted?
If you’re saying the transfer process doesn’t work in the app, then contact Sonos Support.
The Answer given by
The Answer given by
We have the credentials, that's not the problem. She changed her account email, so we log on with the new email now (old one does not work). And yes, I'm entering her credentials first in transfer process and then mine - which errors out. I also tried entering her credentials twice, which succeeds but I still can't adjust any settings as app requires me to “sign in as system owner"
The Answer given by
It belonged to my fiancee. She changed account email which is what broke system ownership in the app
The Answer given by
It belonged to my fiancee. She changed account email which is what broke system ownership in the app
OK...So the question remains how did she go about making the change? Did she follow option 1 or 2:
The Answer given by
It belonged to my fiancee. She changed account email which is what broke system ownership in the app
OK...So the question remains how did she go about making the change? Did she follow option 1 or 2:
#2
The Answer given by
We have the credentials, that's not the problem. She changed her account email, so we log on with the new email now (old one does not work). And yes, I'm entering her credentials first in transfer process and then mine - which errors out. I also tried entering her credentials twice, which succeeds but I still can't adjust any settings as app requires me to “sign in as system owner"
Admittedly, I have only used the transfer ownership process with S1 app and not the new Sonos app, but the process was clear and straightforward.
The whole point of the transfer system ownership is because you don’t have the previous credentials.
I’m confused as to why you are entering your credentials during the transfer process, I thought you were looking to register the system under your fiancé’s new Sonos email address?
Plus, if you have your fiancé’s previous credentials, why aren’t you able to use them to sign into the app?
That does not work. As I mentioned the app thinks the current system on network is registered to someone else. I can start the transfer process, provide all the credentials and then it errors out with generic “problem occured"
Actually, going back to this. You say the system is registered to someone else. This “someone else” not your fiancé’s old Sonos account?
If no devices are showing under her new Sonos account following the request to change email address, then I would be contacting Sonos Support as it doesn’t appear the process has been completed successfully.
The Answer given by
We have the credentials, that's not the problem. She changed her account email, so we log on with the new email now (old one does not work). And yes, I'm entering her credentials first in transfer process and then mine - which errors out. I also tried entering her credentials twice, which succeeds but I still can't adjust any settings as app requires me to “sign in as system owner"
Admittedly, I have only used the transfer ownership process with S1 app and not the new Sonos app, but the process was clear and straightforward.
The whole point of the transfer system ownership is because you don’t have the previous credentials.
I’m confused as to why you are entering your credentials during the transfer process, I thought you were looking to register the system under your fiancé’s new Sonos email address?
Plus, if you have your fiancé’s previous credentials, why aren’t you able to use them to sign into the app?
Without extending this thread into a novel 😂 I suggest you contact Sonos Tech support. Do so within 10 minutes of the next failed attempt. I’m fresh out of ideas to resolve your issue. Sorry 😥
The Answer given by
We have the credentials, that's not the problem. She changed her account email, so we log on with the new email now (old one does not work). And yes, I'm entering her credentials first in transfer process and then mine - which errors out. I also tried entering her credentials twice, which succeeds but I still can't adjust any settings as app requires me to “sign in as system owner"
Admittedly, I have only used the transfer ownership process with S1 app and not the new Sonos app, but the process was clear and straightforward.
The whole point of the transfer system ownership is because you don’t have the previous credentials.
I’m confused as to why you are entering your credentials during the transfer process, I thought you were looking to register the system under your fiancé’s new Sonos email address?
Plus, if you have your fiancé’s previous credentials, why aren’t you able to use them to sign into the app?
Transfer process asks for existing and new credentials.
She had the system set up and registered under her account. Everything is fine. Now, she changed email address on the account. From this point on, Sonos does not let us change any settings saying “sign in as system owner” - even though she is signed in as system owner. I think the system stayed registered to the old email address. Yes, we have the credentials but these use her new email address
Transfer process asks for existing and new credentials.
She had the system set up and registered under her account. Everything is fine. Now, she changed email address on the account. From this point on, Sonos does not let us change any settings saying “sign in as system owner” - even though she is signed in as system owner. I think the system stayed registered to the old email address. Yes, we have the credentials but these use her new email address
That doesn’t make sense for the transfer ownership process to ask for existing and new credentials.
As I mentioned above, your best course of action is for her to contact Sonos Support. The devices should show as being registered to her under the new Sonos account email, as they are not, then it appears the change of email address has not been successfully implemented.
Try this in the app: Profile icon (Account) / App Preferences / Reset App / Reset
Then, start the app again and Join existing system. When completed, sign in as the system owner using her new email address.
I contacted Sonos support, and the root cause was very mundane: system was registered to another account (not the one we changed email address on). We recovered password to that, transferred ownership and everything is good now 😶
I contacted Sonos support, and the root cause was very mundane: system was registered to another account (not the one we changed email address on). We recovered password to that, transferred ownership and everything is good now 😶
Mundane, but expected given what you had said.
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