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I can't access my profile on Sonos on the web, help!

  • June 5, 2025
  • 11 replies
  • 187 views
S

I have a Sonos Era 100, and I’m in the UK. I want to use BBC Sounds but it’s not showing in the list of services on the Sonos app. After an hour of chatting with support, they told me my country was set to US and I needed to change it to UK. The problem is that I can’t see the country or my address in the android app, so I believe the only place I can change it is on the web? While I appear to be able to log on (I enter my username and password) when I click on the head and shoulder icon to access my profile, I get a black circle spinning on a white background… And it fails to load. 

When I explained this to Sonos support, they just said there was a “temporary” problem with their website. I have restarted the Era 100, the router, my laptop, and the router, and I have tried this several times over the last week and I have still not been able to load my profile. I think it might not be a temporary problem after all… anything else I can do? 

Best answer by samnsrich

Hi all, I finally got it to work! I reinstalled the Sonos app (again) and restarted the speaker. I could then play BBC Radio thru the app, but not using voice control because BBC Sounds is not compatible with Sonos voice control. But, I did get it to work with Alexa, yay! Thanks for your help! 

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11 replies

R
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  • Rhonny
  • Prodigy II
  • 2607 replies
  • June 5, 2025

Edit: I thought it was a Microsoft Edge problem, which had been reported before, but I get the same with Chrome… (I’m in the UK). And I have never had issues before, so it must be a temporary glitch, as Sonos told you.

Mr. T
  • Mr. T
  • 2109 replies
  • June 5, 2025

You are correct that you can only update the country under your profile at Sonos.com

I was able to successfully login yesterday on 2 accounts but not able to do so today, even attempting using different browsers.

I do believe the login issue is temporary as Sonos has stated, so I would just keep trying.

Belly M
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  • Belly M
  • 1786 replies
  • June 5, 2025

UK here, just logged in on Sonos.com without issues using Safari on an iPad.

When you do manage to change your address you then need to use the Sonos App and check for updates, this forces a refresh on the services available.

R
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  • Rhonny
  • Prodigy II
  • 2607 replies
  • June 5, 2025

Working again for me too.

Mr. T
  • Mr. T
  • 2109 replies
  • June 5, 2025

Also UK and able to log in without any issue now also.

It can take up to 15mins after changing country for the change to be reflected in the app.

S
  • samnsrich
  • Author
  • Contributor I
  • 3 replies
  • June 5, 2025

Thanks ​@Belly M, I was able to change my address after I saw your message. I checked for updates but I am not yet able to add BBC Sounds in the app - I will try later, maybe it takes time to populate the new list? Ah yes, just seen ​@Mr. T’s message, thx.

Airgetlam
  • Airgetlam
  • 44829 replies
  • June 5, 2025

Interestingly, the ‘date created’ data is incorrect. Not that that is a huge issue, but it shows I created my account today ;) But I’m able to log in from the US. 

iPad / Safari.

Bruce
S
  • samnsrich
  • Author
  • Contributor I
  • 3 replies
  • June 5, 2025

Still not connected to BBC Sounds: I have been back on to the support chat and told there is an issue with Sonos connecting to BBC Sounds and they do not have a timeline for fixing it. Frustrating. 

Mr. T
  • Mr. T
  • 2109 replies
  • June 5, 2025

Still not connected to BBC Sounds: I have been back on to the support chat and told there is an issue with Sonos connecting to BBC Sounds and they do not have a timeline for fixing it. Frustrating. 

Do you now see BBC Sounds in available services?

I just removed BBC Sounds from the app, force closed and re-opened app and can add BBC Sounds back as a service without any issue.

S
  • samnsrich
  • Author
  • Contributor I
  • 3 replies
  • Answer
  • June 6, 2025

Hi all, I finally got it to work! I reinstalled the Sonos app (again) and restarted the speaker. I could then play BBC Radio thru the app, but not using voice control because BBC Sounds is not compatible with Sonos voice control. But, I did get it to work with Alexa, yay! Thanks for your help! 

Mr. T
  • Mr. T
  • 2109 replies
  • June 10, 2025

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