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Gary Couch
Contributor I
Jul 3, 2024 1:26 PM UTC
Answered

“Accept” terms and conditions button won’t turn black. It is always grey so cannot work.

“Accept” terms and conditions button won’t turn black. It is always grey so cannot work. This seems to have been a problem for over five years now with no fix. Just waiting an hour to hear back from customer support, who pointed me at a four-year-old thread to remove Sonos one and Sonos two apps, reboot your phone and start a fresh. Have repeated this a dozen times with no success. Next bit of advice from Sonos was to get an android phone instead of an iPhone. Customer support told me that my two-year-old iPhone on the latest iOS was “old”, and I should get an android to be able to use Sonos. How can this problem have been going on for five years with no fix, and no fix in sight? I have a fortune invested in Sonos one and have started investing in Sonos two which is now unavailable to me.

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    Corry P
    Corry PAnswer
    Sonos Staff
    Jul 5, 2024 11:02 AM UTC

    Hi @Gary Couch et al

    Welcome to the Sonos Community!

    We have identified an issue whereby some users will be unable to progress past the step of accepting the Terms & Conditions within the Sonos app.

    Please ensure that you have not set your mobile device to enlarge the contents of the screen in any way - if you have, setting the zoom back to the standard setting may allow you to accept the T&Cs in the app.

    If the above does not help, please try using the Sonos app on a different device in the meantime - if that is an option for you.

    We have no estimate for when a fix might be put in place, but this issue is a high priority. I’ll update this thread when it is resolved. Thank you for your patience.

    I hope this helps.

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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    Ken_Griffiths
    Ken_Griffiths
    Jul 10, 2024 10:38 AM UTC

    @Corry P

    Could I have an update please 

    thanks

    There hasn’t been any updates yet.. maybe monitor this link:

    https://support.sonos.com/en-us/article/release-notes-for-sonos-software-updates

     

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      Rhonny
      Prodigy III
      Jul 10, 2024 10:43 AM UTC

      @Corry P

      Could I have an update please 

      thanks

       

      Have you actually ensured your display settings on your device are set to default zoom (or no zoom) and text set to small, and then tried to accept the Ts &Cs, which has been recommended as the solution?

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        Sitting on the dock
        Lyricist III
        Jul 10, 2024 10:54 PM UTC

        Yes all my text is small 

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        Bumper
        Bumper
        Jul 10, 2024 11:51 PM UTC

        Yes all my text is small 

        That’s the fix that works for most but not all. You may want to give them a call and see what they suggest. 

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        Rhonny
        Prodigy III
        Jul 11, 2024 6:42 AM UTC

        Yes all my text is small 

        Yes, but it’s not only text size, it’s also setting Display Zoom to Default. You’ve never confirmed you’ve done that.

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        Trubaduren
        Lyricist I
        Jul 25, 2024 5:37 PM UTC

        I’ve tried all and assurerad minimum text size + default zoom settings. Nothing works. This outrageous!!!! Iphone users cant use the app. How’s this even possible for any company not to fix immediately???

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        Rhonny
        Prodigy III
        Jul 25, 2024 5:44 PM UTC

        I’ve tried all and assurerad minimum text size + default zoom settings. Nothing works. This outrageous!!!! Iphone users cant use the app. How’s this even possible for any company not to fix immediately???

        To potentially help with the battery drain of the new app, earlier today I uninstalled the app and reinstalled it. I have an iPhone 14 Plus, so it’s not true that iPhone users can’t use the app. I needed to accept the Ts&Cs which I was able to do. 

        Maybe uninstall it, ensure you have Display Zoom on Default, and reinstall it again and see if it makes a difference this time. 

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        Trubaduren
        Lyricist I
        Jul 25, 2024 9:20 PM UTC

        Thanks. But as I wrote I have already tried all that and nothing works. It’s totally unbelievable that this issue has been outstanding for this long. It must be many many thousand users out there that can’t use the app. Very few will bother to find this community and complain. Hard to understand Sonos doesn’t realize the badwill this creates…

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        Ken_Griffiths
        Ken_Griffiths
        Jul 25, 2024 9:31 PM UTC

        Thanks. But as I wrote I have already tried all that and nothing works. It’s totally unbelievable that this issue has been outstanding for this long. It must be many many thousand users out there that can’t use the app. Very few will bother to find this community and complain. Hard to understand Sonos doesn’t realize the badwill this creates…

        It works here. The ‘Accept’ button lit up when I scrolled the page. I made a recording on my iPhone to show you. (attached).

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        Sitting on the dock
        Lyricist III
        Jul 25, 2024 9:46 PM UTC

        @Ken_Griffiths Well after weeks it’s now working! 
        why haven’t we been informed though? 
        thanks for the heads up though 

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