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Questions about your account? We've got answers

Will my driving score be affected when using the Sonnet Insurance app outside my province or the country?

Your driving score only reflects trips within Canada and the U.S. When you travel outside these countries with your phone on and app permissions set, those trips automatically get marked as "passenger" and won't count toward your score. This can take up to 24 hours, so you might see them briefly before they're hidden.

The app works without cellular data, but keeping it on while travelling abroad could result in roaming fees, data charges or other costs from your mobile provider. You're responsible for those charges.

Want to know more? Find out how much data the Sonnet Insurance app uses and how we calculate your driving score.

Will the Sonnet Shift app still track my trips if Low Power Mode or Battery Saver is turned on?

No, it stops the app from refreshing in the background, so it can’t track your trips. But don’t worry – it's easy to fix! Just follow the steps below to turn it off on your device.

If you’re an iOS user:

Open the Settings app
Tap Battery
If Low Power Mode is turned on, just toggle it off

If you’re an Android user:

Battery settings can look a little different depending on your phone’s brand or version. Below is a general guide to help:

Open the Settings app
Tap Battery > Battery Saver (or Extreme Battery Saver)
Turn it off

If you’re a Samsung user:

Go to Settings > Battery and Device Care > Battery
Tap Power (or Max Power Saving)
Turn it off

Heads up! Make sure App Power Management or Battery Optimization is also turned on to keep the app running smoothly in the background.

Need help? We’re here for you – just contact us.

How much time do I have to download the Sonnet Insurance app after I sign up for Sonnet Shift?

After signing up for Sonnet Shift, you’ll have 15 days from the enrollment effective date to download the app and register with your activation instructions.

If the app hasn’t been activated after 15 days, we’ll start the process to unenroll you from Sonnet Shift. Your premium will be adjusted, and we’ll send you updated documents. This means you’ll miss out on the enrollment discount (if applied) and possible future savings!

Keep in mind there’s also a 30% surcharge if the main policyholder (who’s enrolled as a driver) doesn’t activate their mobile app. It'll be added to their premium once they’ve been unenrolled from Sonnet Shift and moved into a traditional auto insurance policy. This extra charge only applies to the main policyholder, not to other drivers in the Shift program. However, the surcharge will continue to affect them on any traditional policy where they are a driver – regardless of whether they’re the policyholder

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

What happens if I don’t activate the Sonnet Insurance app?

We know life gets busy! If you haven’t downloaded the Sonnet Shift app within two days of the enrollment effective date, we’ll send you a reminder email.

If after 15 days you haven’t activated the app, we’ll start the process to unenroll you from Sonnet Shift. Your premium will be adjusted, and we’ll send you updated documents. This means you’ll miss out on the enrollment discount (if applied) and possible future savings!

If the Principal Driver or a Young Driver on an enrolled vehicle doesn’t activate the Sonnet Insurance app within 15 days, then the vehicle and all drivers assigned to that vehicle will also be unenrolled.

If a Secondary Driver is unenrolled from Sonnet Shift because they didn’t download the app, it won’t result in the automatic unenrollment of the vehicle and all other enrolled drivers. But, if not all secondary drivers complete enrollment, it means the policy is no longer eligible for the annual Mileage Discount.

TIP! If you can’t find the welcome email in your inbox, be sure to check your junk or spam folder.

Still can’t find it? The primary named insured can resend the welcome email to additional drivers.

Simply log into your account
Select the policy from your Dashboard and click View Policy
Click on the Vehicles and Drivers tab, select a driver from the list and click Resend Invite.

The bottom line is, it’s important to get the app up and running right away. Downloading the app and logging in to your account only takes a few minutes.

Need help activating your app? We’ve got you covered.

How do I download and set up the Sonnet Insurance app so I can use Sonnet Shift?

Once you’ve signed up for Sonnet Shift on sonnet.ca, you’ll receive a welcome email with instructions on how to download and activate the app. Any additional drivers who have enrolled will also receive a welcome email and instructions, along with a link to create their own account.

Each driver enrolled in the Sonnet Shift program must complete the following:

Make sure you’re opening the welcome email on your smartphone.
Use the link provided in the email to open the app store (either iOS or Android) and download the app.
Agree to the Sonnet Shift Terms and Conditions.
Enable all permissions required for tracking purposes.

If you don’t complete the set up within 15 days of the enrollment effective date, we’ll have to start the process to unenroll you from the program . So make sure you set up your app as soon as possible so you can get driving – and start saving!

If you can’t find the welcome message email, check your junk mail (spam). If you still can’t find it, please contact us and we’d be happy to help!

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.

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.

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!):

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.
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.

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. If another driver on your policy confirms they were driving for a trip, then all other drivers on that same trip will be automatically assigned as passengers.

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.

How do I change my name on my policy?