Contributor I

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

Forum|Forum|2 years ago
July 3, 2024
43 replies
1741 views

“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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Best answer by Corry P

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.

Show previous replies

T

Trubaduren

Lyricist I

Good for you Ken, but it does not on mine. Probably depends on what iPhone model you’ve got. I got an iPhone SE gen 2, it is one of the smaller models maybe it has to do with the screen size?

Ken_Griffiths

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

Sonos I guess want to ensure their App/System users view/read the entire T&C’s page and only after scrolling to the bottom of the page, will the ‘Accept’ button become active, because it’s then clear that you’ve at least viewed the page on screen - anyhow glad you have manage to now sort it.👍

Ken_Griffiths

Good for you Ken, but it does not on mine. Probably depends on what iPhone model you’ve got. I got an iPhone SE gen 2, it is one of the smaller models maybe it has to do with the screen size?

Did you check the font and screen-size settings on the iDevice are all set at their default settings? - Maybe scroll the T&C’s page up and down a couple of times too - hope you can sort it.

If not try removing/reinstalling the Sonos App again and ensure there perhaps isn’t something else running in the background on the iDevice that might posdibly be interfering with the App in some way, such as VPN client etc.

M

Mui

Lyricist II

I have the same problem. Just purchased a Beam Gen 2. Downloaded the app (iPhone SE 2022) but can’t accept the Ts & Cs because the the button never enables. IOS is up to date. No font scaling, I can see everything, read everything, scroll to the bottom of both ‘Terms of Use’ and ‘License and Warranty Agreement’ but the Accept button is never active. Very disappointed.

R

Rhonny

Prodigy III

I have the same problem. Just purchased a Beam Gen 2. Downloaded the app (iPhone SE 2022) but can’t accept the Ts & Cs because the the button never enables. IOS is up to date. No font scaling, I can see everything, read everything, scroll to the bottom of both ‘Terms of Use’ and ‘License and Warranty Agreement’ but the Accept button is never active. Very disappointed.

Font scaling aside, what is your Display Zoom set to? If it’s not Default, you may not be able to Accept.

Not sure if the Ts & Cs come up there too but you could try installing the desktop version of the app on Windows or PC (download from the Sonos website) and see if you get the chance to accept, and if it carries over.

M

Mui

Lyricist II

I have no font scaling, no zoom, all at default. The button is clearly visible but not active. Online chat has been unable to help. So I have to call them next week.

R

Rhonny

Prodigy III

I have no font scaling, no zoom, all at default. The button is clearly visible but not active. Online chat has been unable to help. So I have to call them next week.

Try the desktop app.

And also uninstall and reinstall the app.

M

Mui

Lyricist II

Desktop app tells me to use the mobile app.

R

Rhonny

Prodigy III

Desktop app tells me to use the mobile app.

That’s annoying!
uninstall and reinstall. I can’t see what else you can do…