If you see an iLok-related error message while completing your Sonnox order or licence deposit, it usually indicates an issue with the account details or order information provided.
Below are the most common error messages, what they mean, and how to resolve them.
iLok User ID Not Found!
What this means
The Sonnox system couldn’t detect a valid iLok account for the User ID entered.
How to fix it
Open iLok License Manager and confirm your exact User ID (case-sensitive).
Double-check you’re entering the User ID, (This is not always your email address)!
See our help guide for forgotten account credentials: I forgot my iLok User ID.
If you’re new to iLok, refer to: [What is iLok and how does it work?]
Contact support with your order number if problems still occur
Order ID Not Found
What this means
The system couldn’t locate an order matching the Order ID provided.
How to fix it
Remove the “#” symbol from the start of your Order ID if it’s included.
Check your confirmation email or invoice for the correct Order ID format.
Ensure you’re entering the Order ID from a Sonnox order, not from a reseller or another platform.
Email Address Mismatch
What this means
The email address entered doesn’t match the one used to place your Sonnox order.
How to fix it
Verify the email address for spelling errors, extra spaces, or auto-correct changes.
Make sure you’re using the same email address associated with your Sonnox account and order confirmation.
Oops, Something Went Wrong!
What this means
An unexpected issue occurred and the licence could not be deposited.
This may result from a temporary communication problem between Sonnox and iLok servers, or from one of the three issues listed above.
How to fix it
Double-check all information in steps 1–3.
Confirm that PACE/iLok services are operating normally at service.ilok.com.
If the issue continues, please contact Sonnox Support with your Order ID and iLok User ID.
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