Why can't I log into my account?

Modified on Mon, 16 Oct, 2023 at 12:43 PM

Sorry to hear you're having trouble accessing tonebase! This may be due to a couple of reasons:

1. Your free trial has ended and your payment method was declined, resulting in a loss of access.

In this case, we can get your card updated and attempt the transaction once more. First, ensure the following have been rectified:

If PayPal is your method of payment on tonebase, please ensure that any card or bank you have set as your primary payment method on PAYPAL is valid and has sufficient funds. It may also be advantageous to fill your Paypal balance and set it to the default method of payment so that funds are not extracted directly from your bank account.

If you are located outside of the United States, please ensure your financial institution is aware of the transaction and allows it to go through to avoid a blocked charge, or that your payment method is approved for international purchases.

Some failed payments will still appear as pending/holds in your bank account. These holds will disappear in 2-3 business days and won't go through as charges. The payment will need to be attempted once more -- you will not be charged twice by this process.

2. Your browser is causing the login issues. In this case, please try the following common solutions to make the login process smoother:

- Bookmark the following page and use it each time to access tonebase: https://app.tonebase.co/choose?tbModal=choosePlatformModal

- Ensure you are using our supported browsers: Chrome and Safari

- Set your browser to save your passwords

- Clear your browser's cache/cookies

- Ensure you are using your account's associated email address

- Use this link to reset your login process: https://app.tonebase.co/logout

If you continue to experience issues, please do not hesitate to contact us at team@tonebase.co. Our customer service is available Monday-Fridays.