Member App Troubleshooting

Having login issues even after your organisation has shared your info with Sonder?

Unfortunately there may be a delay in sending through your info to our customer support team. Chat to your P&C team or Student Services and request that this is done soon so you can access Sonder’s services. You should receive an email from us once we have received your email and your ready to go!

I’m getting asked to enter a rego code - but I don’t have a rego code?

If you see the ‘registration code, university, or company name’ screen after entering your personal email, this usually means:

• You have not entered the correct email, or
• Your organisation has not provided Sonder with your company email.

Go back to the main login screen and enter your company email, or contact your IT/HR/People team to submit your email to Sonder.

Can’t login using personal email?

If you see the ‘registration code, university, or company name’ screen after entering your personal email, this means:

• You have not entered the correct email, or
• Your organisation has not provided Sonder with your company email.

Go back to the main login screen and enter your company email, or contact your IT/HR/People team to submit your email to Sonder.

I got taken to my company’s Single Sign On (SSO) page, but I cannot get through?

Verify with your HR/People team or Student Services that your data has been submitted to Sonder. Once submitted, try the following troubleshooting steps if you’re still facing SSO login issues:

• Reinstall the app, clear any caches
• Make sure your default browser is set to Google Chrome and clear any Chrome caches and cookies
• Turn off any proxies or any VPN network that may be activated
• Connect directly with data/cellular internet.
• Use a non-work phone to see if you can login
• Use all lower case when entering your email address.

I have tried to put in my university or company name, but it is not recognised?

Verify with your University or organisation if you require registration code to enter the

Sonder app. If registration code is not the method your organisation uses to give you access to Sonder, then:

• You have not entered the correct email, or
• Your organisation has not provided Sonder with your company/university email. Contact your IT/HR/People team to submit your email to Sonder.

I received a message saying an email had been sent to my email address to finalise the setup, but I haven’t received that email?

Check your ‘Spam’ or ‘Junk’ folder in your email inbox to find the password setting email. Check with your IT team to see if there are any email restrictions in place that restrict emails from outside of your organisation and to whitelist “no-reply@sonder.io” as a ‘Safe Sender’.

Is there a way to access Sonder via a desktop/website?

Sonder is currently only available exclusively through the Google Play Store and the Apple App Store.

What if I can’t access my phone during work to set my password?

Provided your details have already been sent to Sonder and you don’t have access to your cell

phone at your workplace, you can use our online portal to complete your registration. Follow these steps to activate your account at your workplace:

• Go to Sonder Member Portal
• Enter your work email address (in lowercase) which will then trigger the password reset
• email to be sent to your email address.
• Open the password reset email and set your password.
• Your account has now been registered.
• Once you have access to your cell phone login using the credentials you have set.

What are the requirements to set up a password?

When setting your password please use the following guidelines to create your password:

- Minimum 8 characters
- A number
- An uppercase letter
- A lowercase letter

Why do you need my mobile number to register?