Purchase and restore help

Start with your purchase channel

Website purchase: Use the email entered at checkout on the website to recover keys and manage devices, then enter a key in the website edition to activate.
Mac App Store purchase: Buy and restore in the Mac App Store edition; Apple handles the transaction.

Purchases do not automatically unlock the other edition. Check that your App edition matches your purchase channel. If unsure, contact support before paying again. Compare channels.

Activate a website purchase

1. Copy your license key from the delivery email, or recover it by verifying your purchase email on the license management page.
2. In the website edition of Sonano, open “Plan & License → License & Devices” from the sidebar or Settings.
3. Paste the key for the license you want and activate. Confirm that the App shows Pro is active.

The App does not require email sign-in. Initial activation needs internet access. Website email verification does not activate a Mac, and a payment return page is not proof of activation.

Missing email or verification code

1. Check that the address matches the one used at purchase, including spam folders and mail filters.
2. If a code has expired, request another and use the newest valid code. Follow the page’s waiting instructions rather than sending repeated requests.
3. If you were charged but the order remains under review or delivery mail is missing, contact support before buying again.

If the delivery email is missing, verify your purchase email on the website license management page, choose your license and recover its key. Contact support if the order is still missing. Do not share verification codes, passwords or full payment-card details.

Switch Macs or release a device slot

Each website license allows up to 2 active Macs. Verify your purchase email on the website management page, choose a license and deactivate an unused Mac. Enter that license key on the new Mac to activate. The App can also deactivate the current Mac. Signing out of the website or uninstalling does not release a slot.

One email can own several independent licenses; their device allowances are not pooled. Recovering a key or switching devices does not require another purchase. For an additional license, explicitly confirm another purchase on the purchase page. Check an uncertain original order before opening another.

Contact support for identification or slot-release problems. You do not need to send raw hardware identifiers. See the website license terms.

Restore a Mac App Store purchase

1. Sign in to the Mac App Store with the Apple Account used for the purchase and open the Mac App Store edition of Sonano.
2. Open the plan window and choose “Restore Purchases”, following Apple’s prompts.
3. If access is still missing, check that the transaction completed, that the account and App edition match, and that your internet connection works before retrying.

The website key-activation flow is not required, and you do not need to buy again. See Apple’s restore-purchase help. Contact Sonano support if you were charged but cannot restore.

Offline use or missing Pro access

Downloaded local models process audio on your Mac without uploading it. Model downloads, purchases, initial activation, restoration and external text services need internet access. Website Pro allows up to 14 days offline after the last successful online check, then needs an online check again.

If Pro is inactive, check your purchase channel, eligible order and this device’s activation status, then follow the App’s restore or online-check instructions. Email sign-in and device Pro status are separate. Playback, editing and supported exports of existing work remain available.

Request a refund

Website purchase: Contact support@sonano.app within 14 days after successful payment, including the purchase email and order identifier. See the refund terms for conditions and entitlement changes. Return time depends on the payment channel.

Mac App Store purchase: Apply through Apple’s refund portal under Apple’s review and refund rules. See Apple’s refund help. The website’s 14-day policy does not replace Apple’s process.

Contact Sonano support

Email support@sonano.app with your purchase channel, App version, the message you see, and your purchase email or order identifier if available. Redact unrelated personal details from screenshots. Audio work, verification codes, passwords and full card details are normally not needed.

We will check the order or entitlement state to help restore access. Keep your existing order while an uncertain payment is being checked.