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bostonmark
Contributor I
May 13, 2024
Answered

Move will not Register to my account - please help

I have reset the MOVE over 10 times.  I am 2 plus hours trying to reconnect this thing. I have reset my phone, my network, and all my other SONOS products work.   It says the app is updated.   get through the setup process, and the app FAILS activating your sonos move to your system.   NOTE - when I log into SONOS website, I see my move listed.  I see all 7 products.  I am officially lost for options.    The error in the app is “move is not registered” - FIX IT.  I go through the FIX IT process, I hear the chimes, I follow directions, I push the button, more chimes, and then it says “Linking your Sonos Move to you account...”  and then it just spins for a while...and then it says “There was a problem adding your Sonos Move to your system.     Can someone reset my app or delete it from my purchase history??? So I can add new???   No clue.  This sucks.  

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    TsumaaAnswer
    Lyricist III
    May 14, 2024

    If it fails on “Linking your Sonos [speaker] to you account”, it means the app may be bugging out between guest and owner mode. So try to Sign out and Sign back in again to your account and if your speaker still shows as “Not Registered” in the settings icon, Tap on that and then tap “Fix it”, It should be able to resolve that issue 

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    23 replies

    Alexywhite
    Lyricist III
    May 13, 2024

    Replying to raise awareness as I have in another thread… come on Sonos… get your act together.

      mattbookeat
      Lyricist I
      May 13, 2024

      I am currently going through the exact same process as you, I’ve reset my phone, my router, tried plugging it into my laptop via USB-C, laptop is connected to internet via ethernet. reset the move about 10 times as well. Tried connecting it via the app for our internet. We have 7 other devices which are connected to wifi, but in the past we’ve had issues with those. It was only when we connected one of the devices via ethernet that they all decided to work. But the Move will not connect at all. And trying to get hold of customer support is impossible with 90+ minute queue times. We may have to just send it back and ask for a refund!

        Alexywhite
        Lyricist III
        May 13, 2024

        Sonos, is anyone there to help your disappointed customers?

        We deserve a response.

          Denisb68
          Lyricist I
          May 13, 2024

          I have the same problem. Move will just not register

           

            Denisb68
            Lyricist I
            May 13, 2024

            Update.

            This looks due to the new updated app. I have the old app on a now unsupported iOS phone and it connected first time.

              Jefferino
              Lyricist I
              May 14, 2024

              110 minute wait time to fix the issue? My hope is that this is due to the update and they are fixing it. Maybe send out a message on X or something so we can all quit pulling our hair out over this.

                Koffee
                Lyricist I
                May 14, 2024

                Same exact issue here.  And same 110 minute wait time to talk to someone.  At least I found this thread and know I’m not unique.

                  cpalmer74
                  Prominent Collaborator I
                  May 14, 2024

                  110 minute wait time to fix the issue? My hope is that this is due to the update and they are fixing it. Maybe send out a message on X or something so we can all quit pulling our hair out over this.

                  Sonos CEO, “No.…they will learn to like this app and its ‘courage.’”

                   

                  Koffee
                  Lyricist I
                  May 14, 2024

                  SOLVED -- Found the solution on the nearly identical thread for Move 2.  Reset the app on your phone (App Preferences and then Reset App).  After this, you’ll re-connect to your existing Sonos system.  Then you’ll be able to Register the Sonos Move 1.  During the registration process, the app asked me to log into my Sonos account, which was a new step, so that’s probably a clue as to what’s going wrong in the new app.

                    fastrailer
                    Contributor I
                    May 14, 2024

                    Same here, picked the wrong time to move the move from another home to my kitchen. Same issue, reset it all several times, the app finds it, connects, but doesn’t register.  Gives me same error as explained above.  I’ll give it a Few days, I’m sure we’ve got a bunch of software updates on the way.  

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