Many of the troubleshooting steps in this article rely on a password reset email being sent. Whilst Sona Support is able to check whether the email was sent and whether it was rejected, your IT department should also be able to see this, and may be able to allow the emails through. Please check with them if they aren't being received, as Sona cannot control your organisations's email policies.
If you’re having trouble resetting your password or logging in to Sona, this article covers the most common scenarios and how to resolve them.
How to Reset Your Password
To log in to Sona, head to https://app.sona.is/users/log_in.
If you need to reset your password:
- Click ‘Forgot your password?’ and enter your email address
- Click ‘Send instructions to reset password’
- Follow the instructions in the email
- Log in using your email and new password
The Password Reset Email Hasn’t Arrived
If you haven’t received the password reset email:
- Check your spam or junk folder — automated emails can sometimes be filtered.
- Make sure you’re using the correct email address — try any other email addresses you may have on record. If you’re not sure which email is registered to your Sona account, please contact your Manager or a Sona Administrator in the frst instance to confirm.
- Allow a few minutes — delivery can occasionally take a short while. Wait a few minutes before requesting another email.
The Reset Link Has Expired
Password reset links expire after a short period for security reasons. If you click the link and see a message saying it has expired:
- Go back to https://app.sona.is/users/log_in
- Click ‘Forgot your password?’ again
- Enter your email address and request a new reset email
- Use the new link promptly — don’t leave it too long before clicking it
Initial Set-Password Email
When a new Sona account is created for you, or when your account is upgraded with new permissions, you’ll receive an email inviting you to set your password. This email works in the same way as a password reset email.
If you didn’t receive this email:
- Check your spam or junk folder
- Check that the email address your employer or Sona champion registered for you is one you have access to
- The link in these emails also expires, so if it has been a while since your account was created, the link may no longer be valid
If the email hasn’t arrived or the link has expired, please contact your Sona Administrator, who can arrange for a new invitation to be sent.
Reset Completed Successfully but Login Still Fails
If you’ve successfully set or reset your password but still can’t log in:
- Double-check your email address — make sure you’re using the same email address that is registered with Sona.
- Check for typos in your password — passwords are case-sensitive. Try typing your password into a text editor first to confirm it’s correct, then paste it in.
- Clear your browser cache or try a different browser or device.
If you’re still unable to log in after trying the above, please contact Sona support and we’ll investigate your account.
Single Sign On (SSO) Login
Some organisations use Single Sign On (SSO) to access Sona. If your organisation uses SSO, you won’t need to use a username and password — instead, you’ll log in via your organisation’s identity provider (for example, Microsoft or Google).
If you use SSO: Check your welcome email for the SSO login link, or reach out to us or your Sona Administrators who can provide this.
A note on bookmarking: Saved bookmarks in your browser sometimes don't work correctly - if you use SSO to log in, please always try and go through your organisation's portal.
Why am I seeing email/password instead of SSO (or vice versa)?
The login method you’re presented with depends on how your account has been configured. If you believe you’re being shown the wrong login option — for example, you expect SSO but are being prompted for a password, or the other way around — this may be something that needs to be corrected on your account. Please contact your Manager or Sona Administrator, who can check through things and raise a ticket with Sona support if required.
“Account Not Active” Error
If you see a message saying your account is not active, this means your Sona account has been deactivated. This could be due to a change in your employment status or a configuration change made by your organisation.
If you'e checked with your Sona Administrators and you believe this to be in error, they will need to contact Sona support to get this resolved. We’ll work with your organisation to confirm whether your account should be reactivated.
Live Environment vs. Sandbox / UAT
If your organisation uses a sandbox or UAT (User Acceptance Testing) environment for testing purposes, please be aware that this is a separate environment from the live Sona platform. Your login credentials, including passwords, are not shared between the two — a password reset carried out in the live environment will not affect your sandbox/UAT credentials, and vice versa.
If you need to reset your password for the sandbox/UAT environment specifically, you’ll need to follow the reset process within that environment separately. If you’re unsure of the URL for your sandbox/UAT environment, please contact your Sona Administrators or Sona support.
When to Contact Sona Support
If you’ve worked through the steps above and are still unable to log in, please get in touch with Sona support.
When contacting us, it helps to include your email address and a brief description of the issue you’re experiencing so we can assist you as quickly as possible.