Sonder Support Directory
Who to contact for what
This directory helps you reach the right Sonder team quickly. Use it to find who handles your query, what each team can help with, and how to get in touch.
Sonder has dedicated teams for different types of support, from billing and onboarding to member care and account help. Knowing which team to contact means your query reaches the right people the first time, so it's resolved faster. Find the team that matches your query below, along with their direct contact details.
A quick note on terms: members are the individuals who use Sonder for support, and customers are the organisations that provide Sonder to their people.
Accounts
The Accounts team looks after the financial side of your Sonder relationship, including invoicing and billing.
This team can help you with:
- Invoicing
- Billing queries
How to reach them: Email the team directly at accounts@sonder.io.
Member Support
Member Support is for Sonder member queries and concerns.
This team can help members with:
- Member app troubleshooting
- Member feedback and complaints
- Member account support
How to reach them: Members can contact the team directly at hello@sonder.io.
For urgent or safety-related situations, members should not wait for an email reply. See Urgent support below.
Onboarding and Implementations
The Onboarding and Implementations team helps new customers get set up and running, including technical configuration.
This team can help you with:
- Initial customer onboarding and education
- Customer set-up
- New customer technical support for SSO and API configuration
How to reach them: Email the team directly at implementations@sonder.io.
Customer Support
Customer Support helps our customers with day-to-day queries, complaints, and support across Sonder's products and the Sonder Portal.
This team can help you with:
- General enquiries
- Sonder products and services queries
- Sonder Portal support
- Customer account and admin support
- Customer complaints
- Existing customer technical support for SSO and API configuration
How to reach them: Email the team directly at customer.support@sonder.io.
Urgent support
For urgent support, contact the Sonder Support Centre (SSC) directly for 24/7 assistance. Any urgent query should go straight to the SSC rather than through the team inboxes above.
Frequently asked questions
I have a complaint. Who do I contact?
It depends on the complaint. For complaints about a member's experience or care, contact Member Support at hello@sonder.io. For complaints about your organisation's account, products, or service, contact Customer Support at customer.support@sonder.io.
What's the difference between the Accounts and Customer Support teams?
Accounts handles the financial side, such as invoicing and billing. Customer Support handles account access, admin, product questions, and Sonder Portal support.
Who sets up SSO or API integrations?
Onboarding and Implementations handles initial set-up and technical configuration at implementations@sonder.io. For concerns and queries after you're set up, contact Customer Support.
A member needs help urgently. What should they do?
For urgent or safety-related situations, members should contact the SSC directly, available 24/7. See Urgent support above.
I'm not sure which team handles my query.
If you're unsure, contact Customer Support at customer.support@sonder.io and they can point you in the right direction.