Purchase and restore help

Start with your purchase channel

Website purchase: Use the email entered at checkout to verify and manage your license in the website edition.
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. Open the website edition of Sonano. Use the Pro entry at the bottom of the sidebar or the plan entry in Settings.
2. Open the license and devices tab, enter your purchase email, receive a code and verify it.
3. Select your eligible order and activate this Mac. Check that the App shows Pro as active.

Email verification in a browser only lets you view orders; it does not activate your Mac. Purchasing, initial verification and activation require an internet connection. 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 order notification is missing, you can still verify your purchase email in the website App’s license and devices tab to check your orders. Contact support if the order is still missing. Do not share verification codes, passwords or full payment-card details.

Move to another Mac or free a device slot

A website license allows up to 2 active Macs. On the new Mac, verify your purchase email in the license and devices tab, review the device list and confirm deactivation of a Mac you no longer use. Then activate the new Mac. Signing out of email or deleting the App does not release a device slot.

If the old Mac cannot start, device identification is incorrect or you cannot free a slot, contact support. Raw hardware identifiers are not needed. See the website license terms for version coverage and offline checks.

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 email-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 [email protected] 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 [email protected] 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.