We’re currently operating across two systems following an ongoing platform transition that began in 2024.
While we’ve made improvements over time, this has unfortunately resulted in some inconsistencies.
Below is a quick guide to the most common issues customers are running into and what’s causing them -
Logging In
Please see our dedicated login support article for help with accessing your account.
Orders You Don’t Recognise
You may see orders in your account that appear unfamiliar.
Please be assured that these are not unknown orders or a mistake, they’re historical orders migrated from our previous system (formerly accessed via the mySonnox portal, now the legacy customer portal).
If you see an order in your account that is completely unfamiliar, and you are unable to pair this with any previous Sonnox orders, then please contact our support team who will be happy to clarify.
Missing Orders
Some orders may not appear in your account as expected.
- This is a known issue
- We are actively working on a fix
We appreciate your patience while this is resolved.
Licence Deposit Link Not Working
The licence deposit link in your account currently depends on how your purchase was made:
- Direct purchases - link works as expected
- Reseller purchases (Plugin Boutique/Sweetwater) - link will not work
If you purchased via a reseller, your licences are still managed through the legacy Sonnox system, where they must be registered and deposited using the download link in your Sonnox order confirmation email.
Further details and what to look out for can be found in our support article - 'Order ID Not Found' - Licence deposit guidance for Dealer customers
'Not Receiving a Password Reset Email'
If you're not receiving a password reset email, then you may just not have an account on our new Sonnox website yet, even if you've purchased Sonnox products before.
This can happen if:
- You purchased through our previous online store but have not created an account on the new website.
- You completed a purchase on the new website as a Guest, so no account was created.
What About My Previous Purchases?
We're currently migrating purchase history from our previous system to the new platform. As outlined elsewhere in this FAQ, there are some limitations and known issues with this process.
If you have not yet created an account on the new website, any migrated purchases associated with your email address will be stored against a guest customer record.
For purchases made before 22 October 2024, sign in using the same iLok ID and iLok account email address used for your original purchases. This is the most reliable way to view your purchase history while migration is ongoing.
Creating an account at sonnox.com using the same email address as your orders will automatically consolidate eligible purchases under your account. If anything looks incorrect or incomplete, our Support Team can help clarify your purchase history and account records.
Why Is all of this happening and when will it be simpler?
The current platform was introduced in November 2024 but is still not fully complete. Since then, we’ve been working across both old and new systems, with incremental updates along the way, with the aim of merging the two databases.
This has taken significantly longer than we had anticipated back when the site was first rolled out, and we apologise for the inconsistent experience this provides for our customers. Please be assured we are doing everything we can to progress the website forward, and will keep all users updated as and when we know more.
If you need any clarification or help finding your orders or making a purchase. Please don't hesitate to reach out to us in support