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Questions about your account? We've got answers

What type of smartphone do I need for Sonnet Shift?

To sign up for Sonnet Shift, you must have a compatible iPhone or Android smartphone with the latest operating system (OS), or at least have the three prior OS versions installed. The Sonnet Insurance app is what we use to record your driving habits so it’s best to keep your smartphone up to date with the most recent versions of the OS available to you.

Older versions of OS may not have access to Sonnet Shift or they may not be able to download updates, which may impact trip tracking.

Remember, never use your smartphone while you’re driving! It’s dangerous, and it counts as smartphone distraction on your Driving Score.

Heads up! Huawei and Xiaomi devices are not supported by the Sonnet app.

How come I haven’t received my one-time security key?

We have a two-step verification process in place as an extra layer of security for your Sonnet account. The one-time security key should be received by text message or call quickly after it’s been sent. If you think it’s been too long, double-check that you’re using the phone that is registered to your account. Then try re-sending the one-time security code.

Still not working? Contact us – we’re here to help.

What is Sonnet’s SMS usage and contact policy?

What types of messages will I receive via SMS?
We'll only send messages related to updates for your policies, assistance with enrollment, quotes, and reminders about insurance renewals and payments.

Will I receive promotional messages via SMS?
Rest assured, you won't receive any promotional content from us via SMS. We will only send messages related to your insurance policy or quote.

How can I stop receiving SMS messages if I no longer wish to?
To opt out of SMS messages, simply reply to any of our texts with the word "STOP," and you will be removed from our SMS mailing list.

Are there any charges associated with receiving SMS messages?
We don't charge you for receiving SMS messages from us. Standard message and data rates may apply when texting back or clicking a link.

How can I update the phone number for receiving SMS messages from Sonnet?
You can update your contact information, including your phone number, by logging into your account on our website. Just log in, then go to “Settings” and press “Edit”.

Keep in mind that this will be the same number as the one used for your account two-step verification.

Will my information be shared with third parties? Where can I find details about your privacy policy?
We respect you and your privacy. For more information on how we handle your data, please refer to our Privacy Policy.

What if my trips aren’t recording on the Sonnet Insurance app?

If you lost cellular data or Wi-Fi connection or don’t have data usage turned on, it can take a few hours for a trip to appear in the Sonnet Shift app after you’ve reconnected.

If you’re still not seeing your trip, here are a few reasons it may not have recorded:

Your trip was less than 800m
Your smartphone was turned off or low on battery life
Your location permissions are disabled
The Sonnet Shift app is experiencing technical difficulties

Here are some tips to help ensure Sonnet Shift can always record your trips:

Bring your phone with you on all trips
Make sure your smart phone is turned on and the phone’s battery is always above the set battery threshold or adjust the threshold
Ensure you have a compatible iPhone or Android smartphone with the latest operating system, or at least three prior OS versions installed
Ensure the app is not installed on an iPad (iOS)
Regularly log in to the app to prevent it from offloading (iOS) or going into hibernation mode (Android)

Keep in mind that some issues are beyond your control, like loss of GPS or poor mobile connection and could also impact trip recordings.

If you’re having issues with the app, please don’t hesitate to contact us! We’re here to help.

Do I need to turn on or open the Sonnet Insurance app before each trip, so Sonnet Shift can track my trip?

No, you don’t need to turn on or even open the Sonnet Insurance app before each trip. The app runs in the background and automatically records each trip after it is installed and set up. However, all users need to regularly log into the app to tag trips and to help avoid app hibernation (Android) or app offloading (iOS).

Learn more about what happens to your trips when your phone is powered off.

What permissions do I need to allow on my smartphone to use the Sonnet Insurance app?

You’ll need to allow access to a few things on your phone so the Sonnet Insurance app can track your trips. But don’t worry, it’s easy to set up these permissions when you’re setting up your account. We’ll prompt you the whole way through the setup process!

If you’re an iOS user:

Location Services must be set to Always Allow with Precise Location turned on. You must also Always Allow the app to use your location in the background, even when you are not using the app. To check your settings, go to Phone Settings > Privacy & Security > Location Services.
Motion & Fitness must be set to ON. To check your settings, go to Phone Settings > Privacy & Security > Motion & Fitness
Background app refresh must be turned ON for the Sonnet App. If this setting is off, it may cause trips not to be uploaded to your device. To check your settings, go to Phone Settings > Sonnet App and ensure Background App Refresh is toggled ON.
Background app refresh should also be turned ON for your whole device. To check your settings, go to Settings -> General -> Background App Refresh and ensure it's turned ON and set to WiFi & Cellular Data.
Offload unused apps should be turned OFF. If this setting is on, it causes unused apps to become inactive to free up storage space. To check your settings, go to Phone Settings > App Store and ensure Offload Unused Apps is turned OFF.

If you’re an Android user:

Location Services must be set to Allow all the time with Use precise location turned on. To check your settings, go to Phone Settings > Apps & notifications > Sonnet Insurance > Permissions > Location.
Physical Activity must be set to ON. To check your settings, go to Settings > Apps & notifications > Sonnet Insurance > Permissions > Physical Activity.
App Power Management or Battery Optimization must be set to Allow the app to run in the background. To check your settings, go to Phone Settings > Apps > Sonnet Insurance > Battery > Select ‘Unrestricted’.
The Sonnet app can enter “hibernation mode” on Android devices. This causes all necessary settings to be turned off and prevents the app from tracking trips. The setting that causes this mode may be named differently based on your device. To ensure this setting is OFF, go to Phone Settings > Apps > Sonnet App > turn OFF the setting called either Pause app activity if unused, Remove permissions if app isn't used or Remove permissions and free up space.

After updating any of these settings, it’s important to log into the Sonnet App with the correct username and password. Then if requested, follow the prompts in the app to continue setting up the proper permissions.

These permissions always need to be set properly for the Sonnet App to collect trip data. If we can’t track your trips because permissions were not set properly, you could be removed from the Sonnet Shift program.

Need help downloading and setting up the Sonnet Insurance app? We’ve got you covered.

How do I set battery optimization for my Android device in the Sonnet Insurance app?

If you use an Android device, your phone settings must be set to allow the app to always run in the background for the Sonnet Shift app to work. Don’t worry, this will have minimal impact on your battery while you’re not in motion. If you see a prompt to optimize battery for better battery life, depending on your device you’ll want to make sure you select ‘Don’t optimize/stop optimizing battery usage/ensure Battery optimization is off’.

After downloading the Sonnet Insurance app, there will be a step during the activation process to set your battery optimization. Select Allow to run in background to enable this. If your settings weren’t set correctly during the onboarding process, depending on your device, follow these steps:

For Samsung owners:
The App Power Management or Battery Optimization must be set to Allow app to run in the background. To check your settings, go to Phone Settings > Apps > Sonnet Insurance > Battery > Select ‘Unrestricted’.

For Google Pixel owners:
The App Power Management or Battery Optimization must be set to Allow app to run in the background. To check your settings, go to Phone Settings > Apps > Sonnet Insurance > Battery > Battery Usage > Select ‘Unrestricted’.

Heads up! There’s no need to set anything for battery optimization if you’re using an iOS device. If you don’t see the steps for your specific Android device, you can contact us.

I’ve moved. How do I update my information?

We’ve tried to make this part of your move as easy as we can! You can update your location by using our Move Tool. Simply log in to your account, scroll to the bottom of your home page and click on “Moving”. Follow the steps on your account and you’re done! Your documents will be updated once you have completed the change.

We’ll calculate your coverage based on the factors of your new location. This might change the coverages that are offered and you might see an increase or decrease in your premium. Be sure to review any changes in price and coverage carefully. These will be highlighted during the move process.

Help! I forgot my email address.

It’s important that your Sonnet account is linked to an email address that belongs to you and is checked frequently. This is because any updates about your account will be sent to this email. You’ll also need this email address in order to log in to your account.

If you’ve forgotten which email address is associated with your account, double check your inbox for any emails from Sonnet. You can also try requesting a password reset using the email address you think is connected to your account. Please keep in mind, instructions to reset your password will only be sent when the email address entered matches the email address on your account exactly.

If you’re still unsure of your email address, contact us to find out what steps are needed to recover your email.

Need to change your email? You can update your email address through your Sonnet account.

What happens if I get a new smartphone or if my smartphone gets damaged?

If you get a new smartphone, you’ll need to re-download the app onto your new device, log in with your credentials, and go through the activation process again.

To remain enrolled in Sonnet Shift, we have to be able to track your trips! If your smartphone is damaged or unusable, it’s important to get it fixed or get a new one as soon as possible if you need to.