Troubleshooting Password Reset and Sign-In Issues

Steps to reset your password

Use the Forgot Password flow:
- On the login screen, select "Forgot password" and enter the email address associated with your account.
- Open the email account you entered and follow the password reset link sent to you.
If you do not receive the reset email:
- Verify you entered the correct email address when requesting the reset.
- If the reset email still does not arrive, contact Customer Support (hey@soona.co) so we can resend a password reset email or reset your password on your behalf.
When using the reset link:
- Complete the reset before the link expires.

Alternate sign-in options and app differences

Some sign-in methods available on desktop (for example, "Login with Google") may not appear in the mobile app. If the app lacks a social login option, sign in with your email and password or reset your password using the app’s Forgot Password flow.
After successfully resetting your password, you can sign in either through the mobile app or by visiting the web login page.

If support resets your password for you

Support can resend password reset emails or provide a temporary password to allow immediate access. After signing in with a temporary password, you should reset it to a secure, permanent password.

Troubleshooting checklist

Confirm you used the correct email address for the account.
Check your inbox for the reset email and complete the reset before the link expires.
If you do not receive a reset email, contact support and request that they resend the reset email or perform a password reset for you.
If desktop sign-in methods differ from the app (for example, Google sign-in on desktop but not in-app), use email/password sign-in and the reset flow as needed.

This guide covers the recommended steps to regain access when a password reset email does not arrive or when app sign-in behaves differently from desktop sign-in.