Having trouble signing in, viewing your points or accessing your SAN STATUS membership?
Use the troubleshooting steps below to resolve common issues.
1. I haven't received my SAN STATUS verification code.
When signing in, SAN STATUS sends a six-digit verification code from:
If the email does not arrive:
- Wait approximately one minute.
- Check your spam or junk folder.
- Look for an email titled Your SAN Status code.
- Return to the sign-in page and select Resend code.
- If necessary, select Different email to correct your email address.
Verification codes expire after one hour.
Never share your verification code with anyone.
2. My verification code is not working.
If you see That code didn't work, the code may be incorrect or expired.
To resolve this:
- Return to the sign-in page.
- Request a new verification code.
- Use the most recent code sent to your email.
- Complete the sign-in process.
If the page remains on SENDING YOUR CODE, refresh it and try again.
3. What does "ALMOST READY" mean?
ALMOST READY means your SAN membership information is still being prepared.
Wait a few minutes, then try accessing your account again.
If the issue continues, please contact SAN Support.
4. What should I do if I see "SOMETHING WENT WRONG"?
Try refreshing the page after approximately one minute.
If the issue continues, contact the SAN team through the Help Center or SAN Discord.
5. Why does my account show "NOT ON THE LIST YET"?
SAN STATUS is open to anyone with an email address.
If you see this message:
- Refresh the page.
- Try signing in again.
- If the message remains, contact SAN Support.
6. My SAN STATUS points are missing or incorrect.
Status Points are recalculated approximately every hour.
Orders, Discord levels and eligible wallet holdings may take up to approximately 24 hours to synchronize.
To review your score:
- Sign in to SAN STATUS.
- Check the UPDATED information on your membership page.
- Open the Points card.
- Select Details.
- Review the points counted in each category.
Remember that only eligible purchases from the current calendar year count toward the Purchases category.
If your score still appears incorrect, please contact SAN Support.
7. Why hasn't my membership tier increased?
Your tier depends on your qualifying Status Points and any applicable membership qualifications.
Check the following:
- Your latest points have finished updating.
- Your eligible purchases and community activity have been recognized.
- You have reached the required tier threshold.
- If you are aiming for Diamond, you have at least 3,000 points and 300 or more points in three qualifying categories.
Your membership may also be protected by a previously achieved tier or another qualifying status.
8. Why isn't my recent order showing?
First, confirm that you are signed in using the same email address used at checkout.
Eligible orders may take up to approximately 24 hours to appear.
Some transactions do not count toward Status Points, including:
- Cancelled orders
- Unpaid or pending orders
- Fully refunded orders
- Gift cards and certain add-ons
- Taxes and shipping charges
- Purchases outside sansound.com
Products priced below $5 per unit also do not enter your Collection.
If your order is still missing after the expected update period, please contact SAN Support.
9. Why is my SAN Origin or Soundscape Avatar missing?
Your digital collectibles must be associated with an eligible wallet on your SAN STATUS account.
To check:
- Open ACCOUNT > WALLETS.
- Verify that the correct wallet is listed.
- Add the wallet if it is missing.
- Select IT'S MINE when confirmation is required.
Certain soulbound SAN Origin benefits only apply after the wallet is confirmed.
10. My Discord account won't connect.
If you receive We couldn't finish linking Discord, return to ACCOUNT > DISCORD and try connecting again.
If you see a message stating that your Discord account is already linked to another member, contact SAN Support.
Each Discord account can only be linked to one SAN account.
11. Why isn't my SAN Key working?
Check the status of your SAN Key on your membership page.
- In review: Your application is still being reviewed.
- Approved · activating: Your link is being set up.
- Activation delayed: Your link is approved but not active.
- Live: Your link is ready to use.
- Paused or Closed: Your link is not currently applying membership benefits.
If your SAN Key is approved but remains inactive, contact SAN Support.
12. Why am I not appearing on the leaderboard?
SAN STATUS rankings update approximately every hour.
If you are missing, check whether:
- Your account has been included in the latest update.
- You have qualifying points for the selected category.
- Your leaderboard visibility is set to Hide me.
- Your eligible digital collectibles are associated with your account.
You can change your visibility under ACCOUNT > LEADERBOARD.
13. Can I use the same account for SAN STATUS and SUNCORE SLAM?
Yes. SAN STATUS and SUNCORE SLAM share the same email-based sign-in.
You do not need to create separate accounts.
You can access both through the SAN ARCADE.
14. Do SUNCORE SLAM rewards count toward SAN STATUS?
No.
SUNCORE SLAM game points, XP and daily missions are separate from SAN STATUS Status Points.
Playing SUNCORE SLAM does not currently increase your SAN STATUS membership tier.
15. How can I request a copy of my data or delete my account?
To request a copy of your personal data or request deletion, email:
There is currently no account deletion button within SAN STATUS.
You can also review the SAN Sound Privacy Policy.
16. How do I contact SAN Sound Support?
For additional assistance, you can reach the SAN team through:
Help Center: https://support.sansound.com/hc/en-us/requests/new
SAN Discord: https://discord.gg/san
Email: support@sansound.com
When contacting support about a membership issue, include your account email address and a brief description of the problem.
For your security, never send your sign-in verification code or password.