Contributor I

Answered

Sonos system registered to old email after change

Forum|Forum|1 year ago
November 28, 2024
16 replies
913 views

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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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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AjTrek1

The Answer given by @Mr. T should have resolved your issue. Regarding the email….did the previous email belong to your finance or someone else? If the latter (and you can’t obtain those credentials) your only solution will be to factory reset all speakers. If the former then contact Sonos Tech support as suggested.

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 😥

Together Everyone Achieves More = T.E.A.M.

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peterzeAuthor

Contributor I

The Answer given by @Mr. T should have resolved your issue. Regarding the email….did the previous email belong to your finance or someone else? If the latter (and you can’t obtain those credentials) your only solution will be to factory reset all speakers. If the former then contact Sonos Tech support as suggested.

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

Mr. T

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.

F

furacaopr

Prodigy III

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.

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peterzeAuthorAnswer

Contributor I

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 😶

Mr. T

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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