Troubleshooting

Fix common Sonna issues: Google sign-in problems, missing credits after payment, generation errors, and audio playback on Web and Android.

This guide covers common issues and questions you may encounter while using Sonna on the web or mobile.

Authentication & Account Issues

If you get stuck on the sign-in screen or the Google Sign-in popup disappears without logging you in:

On Web Browser:
1. Check if third-party cookies or popups are blocked by your browser settings or privacy extensions (e.g., Brave Shield, AdBlockers).
2. Clear your browser cache and local storage for sonnalabs.app.
3. Try logging in using an Incognito or Private window.
On Android Device:
1. Ensure your device has a stable Google Play Services connection.
2. Verify that you are signed into your Google Account on the Android device.

Sonna's database is synchronized with Midtrans (Web) and Google Play (Android). If your credit balance doesn't update immediately:

Solution:
1. Navigate to the Plans & Credits page (/app/creative/billing).
2. If the URL contains ?order_id=..., the app will automatically verify the payment status.
3. Tap the user avatar in the navigation bar to trigger a session refresh, or reload the page.
4. If payment is still processing (e.g. Bank Transfer/VA pending), the credits will appear automatically as soon as the status changes to Completed.

Yes. Since Sonna is cloud-based, your account data and credit balance are central. Any credits purchased via Midtrans on Web or Google Play on Android are added to the same unified account.

Cause: Your generation request requires more credits than your current balance.
Solution: Upgrade to a paid plan (Pro/Max) or purchase a one-time PAYG credit pack.

Cause: Free plan accounts are limited to 1,000 characters per Text-to-Speech generation.
Solution: Split your text into smaller paragraphs, or upgrade to a Pro/Max plan. Paid limits depend on the model — up to 40,000 characters with ElevenLabs Flash v2.5, 10,000 with Multilingual v2, 5,000 with Eleven v3, and 3,000 for Google Cloud and Gemini voices. See Text to Speech for the full table.

On Web Browser: Modern browsers (like Safari and Chrome) restrict audio from playing automatically without a user interaction.
- Solution: Make sure you click the Play button directly. If you backgrounded the tab for a long time, the browser may have suspended the audio context. Reload the page to reset the audio output.
On Android Device:
- Solution: Check that your device is not in Silent/Vibrate mode and verify that the media volume is turned up.