Tonal may occasionally contact members about research studies, surveys, promotions, product safety, or account-related updates. We understand that suspicious emails, texts, calls, or links can be concerning, so this guide can help you determine whether a message claiming to be from Tonal is legitimate.
How Tonal may contact you
Official Tonal communications may include:
Product or safety-related updates
Promotional offers or upgrade opportunities
Research studies, surveys, or interview invitations
Feedback requests to help improve the Tonal experience
Account, order, or membership-related information
Some Tonal research communications may come from approved third-party research platforms working with Tonal, such as Qualtrics, dscout, Keplar, or Dialogue. These messages may invite you to complete a survey, join an interview, or participate in a research study.
Signs a message may be suspicious
Be cautious if a message claiming to be from Tonal includes any of the following:
Requests for your Tonal password, login credentials, banking information, or payment account details
Messages from personal email domains, such as Gmail, Yahoo, Hotmail, or Outlook, claiming to represent Tonal
Urgent language pressuring you to act immediately
Requests to purchase gift cards, transfer money, or create payment accounts such as Venmo or PayPal
Poor grammar, unusual formatting, or language that does not seem professional
Links or attachments from unknown or suspicious sources
Offers or requests that seem unrelated to your Tonal account, membership, product, or experience
What to do if you receive a suspicious message
If you are unsure whether a message is from Tonal:
Do not click any links or download attachments.
Do not provide personal, payment, or login information.
Contact Tonal Customer Care so we can help verify the communication.
Include details such as the sender’s email address, phone number, screenshots, or the message content when contacting us.
Tonal may currently contact eligible members about the following official programs or initiatives:
User research studies
Tonal may invite members to participate in user research studies, surveys, or interviews through approved research platforms such as Keplar or Dialogue. These studies help Tonal better understand member feedback and improve the product experience.
Cable safety outreach
Tonal may send proactive safety communications to members whose cable usage indicates that inspection or replacement may be recommended. These messages are intended to support safe equipment usage and product longevity.
If you receive this type of communication and notice visible cable wear, fraying, or exposure of the inner white layer, please contact Tonal Customer Care for support.
Tonal 2 Upgrade Program
Eligible members may receive official communications about the Tonal 2 Upgrade Program, including upgrade offers or instructions on how to redeem an eligible offer.
Promotions and offers
Tonal may periodically send promotional offers, discounts, bundles, or limited-time campaigns. Promotion details, eligibility, and terms may vary by campaign.