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Who can I contact if I have questions about Sonnet Shift or I’m experiencing errors with the Sonnet Insurance app?

If you have any questions about the Sonnet Shift program, or any technical questions about the app, we can help.

You might be able to find the answer to your question in our Sonnet Shift FAQs. If you prefer, you can talk to us during our business hours. Or, use our chatbot or send us an email if it’s after hours. Just contact us – we’re here for you!

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 the use your location in the background, even when you are not using the app. To check your settings, go to Settings > Privacy & Security > Location Services.
  • Motion & Fitness must be set to ON. To check your settings, go to Settings > Privacy & Security > Motion & Fitness

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 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 app to run in the background. To check your settings, go to Settings > Device Care > Battery > App Power Management (or Battery Optimization).

You’ll need to leave these permissions on when participating in the Sonnet Shift program.

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

Learn more about your Sonnet Shift trips

What is a trip?

With Sonnet Shift, every time you drive over 800m from point A to point B you take what we call a “trip”! Once you’ve downloaded and set up the Sonnet Insurance app, it will start tracking and collecting data during each trip you take – whether you’re driving your own car or not.

When a trip is over, we’ll use that trip’s data to calculate a Driving Score based on how safely (or not-so-safely) you drove. Every three months, we’ll review the collected data from all your trips from that quarter and use the information to calculate your Driving Result. We re-evaluate your premium based on your Driving Result and you’ll either earn a discount or see a surcharge applied for the next three months.

Viewing your trips in the Sonnet Insurance app

We’re not the only ones who have access to your trip data – you do, too! The Sonnet Insurance app lets you view the precise details of individual trips, including a map of your route and a breakdown of how safely you drove on your trips. This means that each trip is a new opportunity to learn how you can improve your driving habits – and save even more on your car insurance.

Here's how to see your trips:

  1. Click on the Sonnet Shift section in the app.
  2. Select the Trips tab.
  3. Once the Trips tab is open, all the trips you’ve taken within the last 90 days will appear, along with the Driving Score for each trip where you were the driver.
  4. Click any trip’s score to display the map of your trip as well as the Driving Score breakdown for things like Smooth Driving and Speed.

Here’s what each colour means in your breakdown:

Green score: You’re doing great! We’ll let you know what you’re doing right, and how you can go the extra mile to keep up the good work.
Yellow score: You could be doing better, and we want to help. Read our suggestions to improve your driving so you can earn a discount.
Red score: If you’re in the red, improvement is needed (and you could see a surcharge on your premium!). Follow the tips to get back up to green.

Heads up! Trips taken where you weren’t the driver will appear “greyed out”. You can see when the other driver took the trip and how long it was, but you can’t view their maps or score breakdowns. You’re only able to expand and view the details and score breakdown for your own trips.

Need help with your Sonnet Insurance app two-step verification?

As an extra layer of security, we use two-step verification every time you log into the Sonnet Insurance app on your smartphone. Here’s how it works (yes, in just two steps!):

  1. After you enter your email and password to log in to the Sonnet Insurance app, we’ll send a one-time six-digit security key via text or phone call (depending on the preference you selected) to the phone number associated with your Sonnet account.
  2. Once you have the key, enter it in the field provided. That’s it! You’re logged in and ready to use the app.

Troubleshooting tips:

  • If you didn’t receive a text message, make sure the phone number you use for your Sonnet account is the one associated with your smartphone.
  • Entered the wrong security key? Just click Resend to request a new security key.
  • If you’ve entered the incorrect security too many times, the app will lock you out – but don’t worry, it’s only temporary! Wait 10 minutes and try again.

Still need help with two-step verification? Contact us! We’re happy to help.

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.

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.

Heads up! There’s no need to set anything if you’re using an iOS device.

Can you use my Sonnet Shift data you collected to cancel my insurance policy?

No! The data we collect will not be used to cancel your policy, or to refuse to renew your policy.

Do I need to log my trips manually in the Sonnet Insurance app?

No. The great thing about the Sonnet Insurance app is that it tracks your trips automatically!

But, you do need to confirm whether it was you driving, or if it was someone else.

Here’s how to do it:

After each trip, open the Sonnet Insurance app. You should see a notification that you have trips to review. Tap this notification, or go to the Trips tab. For each trip, it will prompt you to select if you were the driver or passenger. We’ll give you 72 hours to confirm if you were the driver or a passenger before we automatically assume it was you. So, if you hopped into a taxi or are riding as a passenger on the family road trip, you can let us know so that those trips won’t count towards your overall Driving Score. Once a trip has been confirmed you can’t change it.

What happens if I log into the Sonnet Insurance app on multiple smartphones at the same time?

You can only be logged into your Sonnet Insurance app using your account on one device at a time. The phone that was used for your most recent login will become your active device for the Sonnet Shift program.

Will Sonnet Shift still work if my phone isn’t working, or the battery is dead?

For the Sonnet Insurance app to work and for Sonnet Shift to be able to track and record your trips, your smartphone needs to be turned on. The battery percentage also needs to be above the threshold you’ve set in the app (here’s how to set it).

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

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.