Troubleshoot Sonder Portal access

Attempt 1: Hard reset your browser

This fixes about 80% of temporary website issues, and only takes 30 seconds. Sometimes your browser holds onto old temporary files that cause glitches. A hard reset clears these without deleting your passwords, bookmarks or history.

Open Google Chrome and log in via this link directly: Sonder Portal

For Windows:

• Press Ctrl + F5, OR
• Hold Ctrl and click the Reload icon (🔄) next to your address bar

For Mac:

• Press Command (⌘) + Shift + R, OR
• Hold Shift and click the Reload icon (🔄) next to your address bar

Did it work? If yes, you're all set. If the page is still broken, move to Attempt 2.

Attempt 2: Check your internal systems first

Sometimes access issues are caused by internal company cybersecurity, firewall rules or network restrictions - not Sonder. We commonly hear from customers that "We have finally sorted out our access issues at this end. It was an internal company cyber security matter."

Ask your IT department:

• Is Sonder's website blocked or restricted by company firewall/security settings?
• Are there VPN, proxy, or security software restrictions affecting access?
• Has anything changed with your company's network or security recently?

If your IT team confirms Sonder isn't blocked, move on to Attempt 3.

Attempt 3: Create a diagnostic HAR file

If the the above hasn't worked, our engineers need a diagnostic file to see what's happening. A HAR (HTTP Archive) file records how your browser communicates with Sonder so engineers can pinpoint the issue.

Privacy note: We recommend doing this in an Incognito window so browser extensions and personal details aren't recorded.

Steps:

1. Open Incognito window
   • Copy the Sonder page URL where the error happens
   • Click the three dots (⋮) in Chrome's top-right corner
   • Select "New Incognito window"
   • Paste the URL and press Enter
2. Open the diagnostic panel
   • Right-click on empty space on the page
   • Click "Inspect" at the bottom of the menu (or press F12)
   • A code panel will open on the right or bottom
3. Go to the Network tab
   • In the panel that opened, click the word "Network" at the top
4. Prepare the recording
   • Check the box next to "Preserve log"
   • Click the clear icon (🚫) to erase old data
5. Replicate the error
   • Keep the panel open
   • Reload the page
   • Try the action that was failing (clicking the button, loading the screen, etc.)
6. Save the file
   • Once the error occurs, look for the export icon (⤓ Export HAR) in the Network panel
   • Click it to download the HAR file
7. Send it to us
   • Email the .har file to customer.support@sonder.io
   • Include: what you were trying to do, what error you saw, and which device/browser you're using