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theresa2865
Trending Lyricist I
Jan 7, 2023 9:49 AM UTC
Answered

sonos connects to another account

Hello   I bought my son his own Sonos. Now mine isn’t working and keeps telling me to log into his account.  How can I separate them please. We are both sharing the same wi-fi

Thank you 

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John BAnswer
Jan 8, 2023 10:25 PM UTC

@theresa2865 . I think you are confusing accounts and apps and so it is hard to get a clear picture of what has happened. 

My best guess is that your son , by setting up a new system while  your speaker was still active, has wiped out your system. 

I think you will have to factory reset your speaker, power off your son's speaker, reset your app, then set up a new system using your speaker. 

Resetting your speaker would delete your Sonos playlists etc, but I think that ship has already sailed 

 

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Mr. T
Mr. T
Jan 8, 2023 9:52 PM UTC

Mr T. Unfortunately I can’t log into my account anymore. It just shows my sons email 

Many thanks 

Theresa

I was referring to your Sonos account online at Sonos.com, not in the Sonos app

https://www.sonos.com/myaccount/system/households/devices/

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theresa2865Author
Trending Lyricist I
Jan 8, 2023 9:52 PM UTC

I am able to access Sonos and SonosTube on a very old iPhone that I rescued of mine still

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John BAnswer
Jan 8, 2023 10:25 PM UTC

@theresa2865 . I think you are confusing accounts and apps and so it is hard to get a clear picture of what has happened. 

My best guess is that your son , by setting up a new system while  your speaker was still active, has wiped out your system. 

I think you will have to factory reset your speaker, power off your son's speaker, reset your app, then set up a new system using your speaker. 

Resetting your speaker would delete your Sonos playlists etc, but I think that ship has already sailed 

 

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    theresa2865Author
    Trending Lyricist I
    Jan 9, 2023 3:23 PM UTC

    Hi John 

    Okay thank you. I will try this. If not I will contact Sonos directly. Thank you for your help 😁

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    John B
    Jan 9, 2023 3:37 PM UTC

    OK. Please post back as to how it goes.

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    theresa2865Author
    Trending Lyricist I
    Jan 9, 2023 4:38 PM UTC

    Hi John

    I Will do.

    Can you advise how to factory reset please. I won’t be able do try it today though . I can’t get into the account on my phone and feel a little reluctant to use the old one just in case it doesn’t work 

    Many thanks 

    Theresa

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    theresa2865Author
    Trending Lyricist I
    Jan 9, 2023 4:39 PM UTC

    My speaker was definitely powered on while he set his own account up. 

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    jgatie
    jgatie
    Jan 9, 2023 4:52 PM UTC

    Hi John

    I Will do.

    Can you advise how to factory reset please. I won’t be able do try it today though . I can’t get into the account on my phone and feel a little reluctant to use the old one just in case it doesn’t work 

    Many thanks 

    Theresa

     

    https://support.sonos.com/en-us/article/reset-your-sonos-product

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    John B
    Jan 9, 2023 5:18 PM UTC

    https://support.sonos.com/en-gb/article/reset-your-sonos-product

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    John B
    Jan 9, 2023 5:48 PM UTC

    Hi John

    I Will do.

    Can you advise how to factory reset please. I won’t be able do try it today though . I can’t get into the account on my phone and feel a little reluctant to use the old one just in case it doesn’t work 

    Many thanks 

    Theresa

    When you go into the app you are NOT logging into your account.  Logging into your account is something you do on the web, via the Sonos website.  Whatever has happened to your system, your Sonos account should be intact.  It is not linked to a particular device.  Please see the earlier comment on this topic from @Mr. T .

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