I need help signing in
If you're having trouble logging into Sonas, we’re here to help. Below are some common issues and how to resolve them quickly.
🔐 I’ve Forgotten My Password
No worries! You can reset your password anytime:
- Go to the Sonas login page.
- Click “Forgot your password?”
- Enter your email and check your inbox for a reset link.
Note: The link is only valid for a short time—if it expires, simply request a new one.
⌛ I Have a Link, but It Says "Token Expired"
If you're seeing a "token expired" message, it just means the reset or login link has timed out.
You can easily request a new one by:
- Going back to the Sonas login page.
- Clicking “Forgot your password?”
❌ I see a message saying "Account Disabled"
If you're seeing an "account disabled" message, it means your access to Sonas has been removed. If you are an employee using Sonas at a venue, please contact your direct Manager. If you are using Sonas to organise your event with a venue, please contact the venue to see why you have been removed.
🔄 I’m Using SSO and Having Trouble Logging In
If you’re using Single Sign-On (SSO), like Microsoft login, make sure:
- You're logged into the correct Microsoft account
- You can access your Microsoft account normally
For more detailed steps, check out our SSO help article: 👉 SSO Login Troubleshooting Guide
📬 I Was Told to Check My Email to Verify My Device - But I’m Not Receiving Anything
If you’re expecting a verification email but haven’t received it:
- Double-check your spam/junk folder
- Make sure your email address is entered correctly
- If you’re part of a company setup, your IT team might be blocking the email, ask them to whitelist Sonas emails
🔁 I Received the Verification Email but the Link Isn't Working
If you receive the location verification email and click the button but your login still isn't verified, some browsers or email clients may block the verification link. To work around this:
🔁 Location Verification Keeps Looping
If you are repeatedly asked to verify your location even after clicking the verification link in your email, the verification button may be getting blocked by your browser or email client. Try the following:
- Open the verification email and scroll to the bottom where you'll find a direct URL (e.g.,
https://api.sonas.events/login/validate/XXXXXXXX). - Copy and paste that URL directly into your web browser instead of clicking the button.
- If the issue persists, try using a different browser or clearing your browser cache.
🆕 I'm a New User and Can't Log In
If you've just been added as a new user and can't log in:
- Check for the welcome email — look in your spam/junk folder. The email is sent to the address listed under Company > User Management.
- Use Forgot Password — go to app.sonas.events, click Log In, then click Forgot Password. Enter the exact email address that was used to set up your account in Sonas.
- Confirm the email account exists — if your email address was newly created and didn't exist when the invitation was sent, the welcome email may have bounced. Contact support to have your account reactivated, then use the Forgot Password flow.
- Check if your account still exists — if your role was changed or your account was accidentally deleted after being created, you will need a colleague or company admin to add you again under Company > User Management.
❓ Still Stuck?
If none of the above solves your issue, feel free to reach out to our support team.
- Ask a colleague or administrator at your venue to re-add you as a staff user.
- You will receive a new welcome email — follow the link to set your password.
- Log in as normal.
If you're unsure what happened, contact our support team and we can investigate whether your account was removed.
❓ Still Stuck?
If none of the above solves your issue, feel free to reach out to our support team.
📱 I'm Trying to Log in on a New Device
When logging in from a new device, Sonas may ask for extra verification. If you haven't received a verification email or are stuck, follow the steps above for checking spam or IT filters.
❓ Still Stuck?
If none of the above solves your issue, feel free to reach out to our support team.
Updated on: 03/06/2026
Thank you!