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
Password Reset Issues
Password reset problems usually occur when:
- Your purchase history exists only in the legacy mySonnox portal, or
- You checked out on the new site as a guest
In these cases, an account may not fully exist in the current system.
Why This Is Happening?
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