Need a hand with Sontrove? This page lists the ways to reach us and the self-help pages that answer the most common questions.
Contact us
Email contact@cedarkeel.com. We read every message and reply by email; please allow a few business days.
To help us help you quickly, include:
- which app or device you are using (iOS app, Android app, the website, or your own device running the Sontrove node) and its version;
- what you were trying to do, what happened instead, and any error message shown;
- the email address of your Sontrove account, if the question is about the account or a subscription.
Please do not send passwords, verification codes, or payment-card numbers. We will never ask for them.
Before you write
- Setting up your device. The set-up guide walks through installing the node on a Raspberry Pi, Mac, Windows or Linux computer. If you are writing the Raspberry Pi image, see the flashing guide.
- Can’t sign in. Use Forgot password to reset it. Accounts created with Google, Facebook or Apple sign-in have no password with us; sign in with the same provider you used before.
- Can’t reach your device from outside your home. On the same network (Wi-Fi) as your device, listening is free and needs no configuration. Reaching your own device from another network needs a subscription; see Pricing. In every case your device has to be powered on and online — we do not keep a copy of your media, so there is nothing to play while it is off.
- Subscriptions and billing. Your current plan is shown on your account page. For receipts, refunds and payment questions, email us with the account email address.
- Deleting your account and data. Follow Account and data deletion. It works from the website without installing an app.
- Privacy and terms. See the Privacy Policy and Terms of Service. Open-source component source code can be requested as described on the privacy page.
Reporting a security issue
If you believe you have found a security vulnerability, email contact@cedarkeel.com with “Security” in the subject line. Please give us a reasonable time to investigate and fix the issue before disclosing it publicly.
Operator
Sontrove is operated by Ying Huang. Support in English and Chinese.