FAQQuick answers — billing, account, apps, files, seeding and coins.TutorialsStep-by-step guides with video — apps, drives, downloads.Knowledge baseTroubleshooting and reference — when something isn't working.
Video tutorials
Watch a guided tour of every part of SonicBit.
Knowledge base
Troubleshooting and reference — the most-asked articles first.
1My seedbox is down or won't restartSelf-serve restart steps, what the status colors mean, and how to tell when it's a real outage.2Add a torrent or magnet — and why it might be stuckThree ways to start a download, what the status codes mean, and the usual reasons a torrent sits at 0%.3Sonarr / Radarr login and "API Key Rejected"Where app passwords come from, how to log in the first time, and the API-key fix.4Connect over FTP or SFTPWhere to find your connection details, and the fix for "my files show on the web but not over FTP".5Can't log in — reset your password, 2FA, and emailReset a forgotten password, turn on two-factor, and change your email.6My Drive looks empty but my storage still shows as usedFind what's really taking the space, clear leftover torrent data, and know when the number itself is wrong and needs us.7Use your seedbox as the download client in Sonarr, Radarr or LidarrThe one-click Autopilot setup, and the exact rTorrent RPC values to enter if you'd rather wire it up by hand.8A file-host link won't downloadWhich links we can fetch, why a file-host link stalls at 0% or saves a web page, and what each error actually means.
FAQ
Quick answers — billing, your account, apps, files and speeds.
I paid but my plan isn't active yetCard, FPX and Alipay payments (including subscriptions) activate automatically , usually within seconds of the payment clearing. If your bank asked for a 3-D Secure confirmation, the payment only completes once you finish that step. If the dashboard still shows your old plan a few minutes after the payment cleared, contact support with your receipt and we'll activate it by hand. PayPal and crypto payments are verified manually by our team — usually within 24 hours, occasionally 2–3 days when it's busy. Once verified we email you a coupon code : open the avatar menu (top-right) → Account → the Coupon code tab, paste it in and your plan activates immediately. PayPal payments also carry a small processing fee on top of the plan price — send the exact total shown at checkout , not the list price, or we'll have to come back to you for the difference. Bought a subscription inside the SonicBit mobile app? Apple and Google confirm the purchase to us automatically, so it should activate within a few minutes. If the store shows your subscription as active but your SonicBit plan hasn't changed, contact support with your store receipt.Why is my upload speed stuck at about 500 KB/s?Most often, because that torrent is on a public tracker . Your seedbox sorts torrents into one of two upload groups as they're added, using the torrent's own private flag — there's no setting for it. Public-tracker torrents upload at 512 KB/s on every plan , from the smallest to the largest: it's a deliberate fair-use limit on shared upstream bandwidth, and it isn't something you can change from the dashboard. Private-tracker torrents upload at your plan's seeding speed instead — roughly 1 MB/s on Nano , 4 MB/s on Basic and Krypher , 8 MB/s on Voltrix , and 10 MB/s on Aerthix, Kyther and Xyron . Your exact rate is on each plan card on the Upgrade screen, shown as "Seeding X MB/s". The cap applies to uploading only . Public torrents still download at your plan's full speed — the download limit is identical for public and private torrents, so a public torrent is never slower to fetch. If you're sure the torrent came from a private tracker and it's still sitting at ~512 KB/s — especially one you've paused and resumed — that isn't expected. Contact support with the torrent name and we'll take a look rather than leave you guessing. Some plans don't seed at all , so this cap never comes into play: On the Free plan, torrents stop when the download finishes. The mobile-app plans (Starter, Standard and Super, bought through the App Store or Google Play) are download-only too — they also stop on completion. If seeding is what you're after, you'll need a plan from the Upgrade screen. On an older legacy tier? A few of them seed close to the public cap — Rookie seeds at 500 KB/s, just under it, so you won't notice much difference between a public and a private torrent. Others go the other way: the legacy Plus and Max tiers seed faster than any current plan. So before assuming something's broken, check whether the torrent came from a public or a private tracker. For how the 10:1 ratio cap works and what else makes a torrent slow, see Download speeds and seeding explained .How do I download a whole folder as a ZIP?Zipping is built into My Drive — there's nothing to install. There are two kinds, and for downloading a folder you almost always want the first one. Download it as a ZIP (the usual way). Right-click the folder in My Drive → Download folder . Your browser builds the zip as it downloads, one file at a time, and saves it straight to your computer — subfolders included. There's no size limit and nothing to queue behind. For a mix of files and folders , select them, open the ⋯ menu in the selection bar → Download as ZIP . Both show a progress entry in the Activity panel (the activity icon in the top bar); because your browser is doing the work, keep the tab open until it finishes. Make a .zip file that stays in your drive. If you'd rather have an archive sitting in My Drive — to share it, or to grab it later — right-click the folder → ZIP this folder . We build it on the server and track it in Activity ; when it finishes, click the download button on that task. This one has a few conditions the browser zip doesn't: One at a time per account. If any zip or extract task is unfinished — including one that's stuck — a new one is refused with "Please wait for other ZIP task to complete." Clear it yourself: open Activity , click the X on the stuck task, confirm Delete , then start your zip again. Folder size limits: up to 500 MB on the Free plan, up to 60 GB on any paid plan. Hitting the cap? Use Download folder instead — it has no cap. Your email must be verified. Connected cloud drives don't offer either option — no ZIP this folder , no Download folder . Right-click the folder there → Copy to… → My Drive first, then zip or download it from My Drive. For the rest of the file operations, see Managing your files .How do I point Plex, Jellyfin or Emby at my files?You don't need to mount or connect anything: your drive is already mounted inside the app at /media . Point the app's own folder picker at /media — not at "My Drive", which the app can't see as a name. Your folders sit underneath it, so a tv folder in your drive shows up as /media/tv . In Plex, that picker lives under Settings (the wrench) → Manage → Libraries → Add Library : choose the library type, name it, click Next , then Browse for Media Folders and pick /media — or a folder inside it, like /media/movies . Jellyfin and Emby ask for the same path when you add a library. Two things that save a lot of time. No network setup is ever needed — no port forwarding, no router or firewall rules: the app runs on our infrastructure and is already reachable from anywhere, so just use the Open (link) icon on the app's card under Apps → My Apps , which appears once the app is running. And media servers get your drive read-only , so Plex, Jellyfin and Emby can't move, rename or delete your files — do that in My Drive instead. If new downloads don't show up, or deleted files still appear, that's the media server's own library cache rather than SonicBit. Trigger a scan in the app itself — in Jellyfin and Emby, Dashboard → Libraries → the three-dot menu → Scan Library Files (or Refresh Metadata ); in Plex, the ⋯ menu on the library → Scan Library Files . If it's still stale, remove the library and add it again pointing at /media : that rebuilds the index and doesn't touch your files. There's no restart button on the app card — if you want to give the app a clean start, use its Stop icon and then Start . One exception worth flagging: if a library that used to work suddenly sees nothing at all , or still shows files from your old server after your seedbox moved servers, contact support — the drive mount behind the app can be left pointing at the old server, and that one needs us. Media servers use a Performance app slot, so they're on paid plans only — the Free plan doesn't include one. Smaller plans come with a single Performance slot, so if another performance app is already using it, free it up first. See Install & manage Apps .How do I delete my account — and does it cancel my subscription?Open the avatar menu (top-right) → Account → the Account info tab, then click Delete account at the bottom, next to Log out . A confirmation box asks you to type your account email; the red Delete account button stays greyed out until what you type matches the address on the account (capitalisation and stray spaces don't matter). Prefer not to do it yourself? Email support@sonicbit.net from your account's email address and we'll delete it for you. Deleting your account does not cancel anything you're paying for — and once it's deleted you can't log back in to cancel it. So cancel first, then delete. On a card subscription , go to the Billing tab → Billing portal and cancel auto-renewal there (see How do I cancel my subscription? ). Subscribed inside the iPhone/Android app ? Apple and Google own that subscription — cancel it in the store ( Settings → your name → Subscriptions on iOS, Play Store → profile → Payments & subscriptions → Subscriptions on Android); deleting your SonicBit account has no effect on it. Paid one-time with crypto, PayPal, a coupon or coins, or on the Free plan? There's nothing to cancel — those never auto-renew. Already deleted your account and still being charged? A card subscription keeps renewing until it's cancelled, and with the account gone you can't reach the Billing portal yourself — email support@sonicbit.net with the address the account used and we'll cancel it. An in-app subscription still has to be cancelled in the App Store or Play Store; only you can do that. Treat deletion as permanent . Your login stops working immediately, and there's no self-serve way to undo it — any remaining plan time, your SonicCoins and your access to your files all go with the account. It also doesn't unsubscribe you from our emails, so if that's what you're after, turn them off in the Email notifications tab before you delete. If you only want the charges to stop, cancel the subscription instead and let the plan run out: you keep access until the end of the period you've already paid for.What happens when my plan expires?Your account moves to the Free tier, and the files on your paid seedbox stay safe for 3 days . Renew any paid plan within that window and you're placed back on your previous server with your files intact — usually within a few minutes. After 3 days those files are permanently removed. We email you before expiry (15, 4 and 1 days out) and again with a final warning before the files are deleted; the dashboard also shows a live countdown while the window is open. The 3-day window protects the files already on your paid server — it isn't Free-tier storage. Free accounts have their own retention rules, so don't rely on the Free tier to hold anything you want to keep.Why did my app uninstall itself, or coins drain from a stopped app?Apps that run on your plan's included slots are free and never cost coins — on the Apps page they carry an INCLUDED badge. Anything beyond your slots runs on coins and shows a PAID badge; tap the badge to see its hourly and daily rate. Only PAID apps are involved here. Stopping a paid app does not stop the charge. Billing counts the time an app is installed , not the time it's running — a stopped app costs exactly the same as a running one. (When you install a paid app you pay an upfront block covering its minimum billing hours, shown in the install preview; after that block it bills hourly until you uninstall it.) To actually stop the cost, uninstall it: Apps → My Apps → the app's card → Stop , then Uninstall — the Uninstall button only becomes clickable once the app is stopped. Choose Uninstall only to keep your config and data so you can reinstall later with your settings intact; Uninstall & delete config permanently erases them. If your balance can't cover the next hourly charge, the app is automatically uninstalled — we take the final bill, remove it, and email you. Your config isn't deleted in this case, so reinstalling later brings your settings back. You're warned first: we email at roughly 3 days , 1 day and 2 hours of remaining runway, based on your balance against what all your paid apps burn per day. Apps on included slots are never auto-uninstalled for coins. There's one case that catches people out. If your plan expires (dropping you to Free, which has 1 included slot and no performance slots) or you switch to a smaller plan , any apps beyond your new slot count don't stop — they quietly convert to coin-billed within the hour, newest-installed first, counted separately for basic and performance apps. There's no upfront charge, so the only sign is your balance draining. Because the warnings track your balance runway, a conversion that starts when you're already low can give you very little notice — the first email you get may be the 2-hour one, or the auto-uninstall notice itself. After a downgrade or expiry, check My Apps and uninstall down to your new slot count. Note that coins can't be bought — you earn them from plan purchases, the daily check-in and referrals, so uninstalling is the reliable way to stop a drain you didn't intend. Your balance is always in the coin chip at the top of the dashboard. If you subscribed through the SonicBit mobile app , your slot count still comes from your plan, but Apple and Google own that subscription — change plans in the store, not here, or the change resets at your next renewal. More on earning and spending in What are SonicCoins and how do I use them? . If an app disappeared and you don't think it should have, contact support and we'll check the billing log.Do I get bonus days for renewing early?Renew the same plan while it's still active and your remaining days carry over in full, plus 2 bonus days on top of what you buy. Buying a different plan isn't a like-for-like renewal: your remaining days are converted by value first (see below), so you can end up with fewer days than you started with. Extending with SonicCoins, and subscriptions billed by Apple or Google, don't include the bonus days.