What You Need to Know First
What's happening with my login?
Starting October 23, 2025, Apple and Facebook login options will be removed from the Positive Grid website and apps (including Spark and BIAS X). You’ll need to use an email address and password to continue accessing your account.
Why is this happening?
We are streamlining our login process to provide a consistent experience across our products. This ensures your gear, software licenses, ToneCloud data and other important updates stay synced to a single Positive Grid account.
What will happen to my registered gear, software licenses, and other data?
If you signed up with Facebook or Apple using your normal email address, you can simply use the same email address tied to your Apple or Facebook account to log in. All of your data will remain intact.
If you signed up with Apple using the “Hide My Email” feature, you’ll be prompted to set up a new account with your email and password.
The following data will be migrated automatically to your new account:
- Software licenses
- Hardware registrations
- User profiles
- Tone Cloud presets
- Spark App history (followers, following, saved songs, jam tracks, play history)
- Contact settings
- Positive Access Points
Note: Migrating a “Hide My Email” account can only be done once per Positive Grid account. If you have multiple “Hide My Email” accounts that need to be migrated to the same account, please contact support.
How to Update Your Account
If you signed up with an Apple ID using your normal email address or Facebook, you can simply use the same email address tied to your Apple or Facebook account to log in. You can set or reset your password using the Forgot Password page.
If you signed up with Apple using “Hide My Email,” you can proceed to the account update page and follow the step-by-step instructions to set up your email and password.
Not sure if you used “Hide My Email”? Simply follow the steps on the account update page. We will let you know if your email address is already tied to your account.
Troubleshooting
I didn't receive the verification email
Check these first:
- Spam/junk folder
- Wait a few minutes for delivery
- Verify you entered the correct email address
I can't remember which email I used
Contact our Support team with:
- Hardware serial number
- Order number
- Any other purchase information
We can help you locate your account.
I entered the wrong email address
Simply return to the account update page and start over to use a different email address.
I entered the wrong verification code
After 3 failed attempts, you'll need to return to the email entry step and wait 60 seconds before requesting a new code.
The migration page won't load or shows an error
Try these steps:
- Clear your browser cache
- Try a different browser
- Check your internet connection
My migration completed but I'm missing content
After your account setup is complete, you can log in to your account immediately. However, it may take a few minutes for your data to finish processing in the background. If it takes more than 24 hours, please contact support for further assistance.