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Questions about your account? We've got answers

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 “Are you 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.

What is two-step verification?

Two-step verification is an extra layer of security for your Sonnet account that requires two ways of proving your identity. Each time you log in, after successfully entering your password, we’ll send a one-time security key to the phone number associated with your account.

This helps prevent unauthorized access to your account, protecting your personal information. When it comes to insurance, this also ensures we have a current phone number to contact you in the event of a claim. Plus, it can even help us prevent insurance fraud – keeping rates lower for everyone.

What if I don’t have a mobile phone for two-step verification?

No problem! You can register a landline or mobile phone and choose between a call or text to receive your one-time security key.

I entered my one-time security key and got an error message. What’s wrong?

Oops! Here are a few things to try:

  • Re-enter your security code – just in case you made a typo
  • Re-send a new security code to your phone

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

How do I update my email address on my account?
  1. Log in to your Sonnet account by typing your email address and password. Click the "Log in" button.
  2. Click on "Settings" at the top of the screen.
  3. Click on "Edit" beside the email address field.
  4. Type the new email address in the top field.
  5. Re-enter the new email address in the bottom field. Click on "Save" to save the new email address.
  6. You will receive an email to the new email address to confirm your email address change. Click "Okay".
How do I change my name on my policy?

Contact us and we can help. Our Customer Service Heroes are available via chat Monday to Friday from 8 a.m. to 8 p.m. ET.

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

Your one-time security key should be sent by text message or call pretty quickly. If you think it’s been a while, 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.

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.

Help! I requested a password reset, but the link is expired.

It happens to the best of us. There are a few things that could cause this to happen:

  • Password reset links are active for only 2 hours.
  • Each password reset link can only be opened once.
  • If more than one password reset is requested in a short time span, the emails can cancel each other out.

No matter the reason, you will be able to request another password reset.

Help! I requested a password reset, but never received an email.

Be sure to check your junk or spam folder first, just in case the email was directed there. If there’s still no sign of it, there are a couple possible reasons for this:

If you have a Sonnet policy, your account may be attached to another email address or there may be a misspelling. 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 not sure which email address is attached to your account, we can help with that over the phone. 

If you don’t have a Sonnet policy, this will also mean you don’t have a Sonnet account – at least not yet! This is also why a password reset email wasn’t received. During purchasing, you will be invited to set up your Sonnet account.

If you’re looking to access a saved quote, you’ll want to look out for a confirmation email with a link back to your quote. If this email is missing in action, we can help with accessing your quote too.