...now it's up to you to tell us about any individual issues so we can fix them!
To do this, log in and take your new MY ACCOUNT page for a test drive.
See how easy it is to verify and update your account, particularly your billing info.
We need this because some subscriptions and some credit and debit card data did not transfer to the new system. Rest assured: this was due to unavoidable mismatches between the two secure databases, not any security problem.
By making sure your account has both your subscription and your payment card ready, you can avoid those annoying 30 second samples, now and when your recurring access plan is up for renewal. Filling in your billing info will insure continuous access to your subscription.
Here's a quick guide to HOS My Account symptoms and fixes...
• Your sign in doesn’t work (“Please try again”) or, reset password doesn’t recognize your email.
Let us know you can’t find your account. We’ll find it and get it working again. Some folks signed up after the old system was not supposed to make new accounts anymore. The new system has to be updated manually. Let us know at email@example.com.
• The reset password message never arrives.
You may have registered with a non-working email address, or forgotten to update when you closed a former address. Let us know you can’t reset, and give us your actual working email address. We’ll take it from there.
• You’re getting 30 second samples even though you’re sure you’ve subscribed.
Look in MY ACCOUNT for your subscription and billing information. If your subscription info isn’t there, let us know at firstname.lastname@example.org. If your credit card info isn’t there, please enter it, then ask us to bring your missing subscription into your account.
• Your prepaid minutes don’t appear in the upper left of our site or in MY ACCOUNT.
Can you stream anyway? Let us know either way at email@example.com.
• You just bought new access but our app or Sonos doesn’t recognize it.
This is easy — just sign out and sign in again. That updates your rights on your mobile or in Sonos.
Hearts of Space is supposed to be the anti-frustration experience. So at the first sign of trouble, write to firstname.lastname@example.org. The sooner we know about it, the sooner you will be happily streaming again.
Thanks for your patient understanding! :: HEARTS of SPACE Customer Support