If your reset email isn't arriving, the most common reason is that your account was created using Xero — not an email and password. Here's how to tell the difference.

This depends on whether you've set up a separate Vinyl password since connecting Xero.

If you only use "Sign in with Xero" and haven't set up a Vinyl password:
Your account is managed through Xero — there is no Vinyl password to reset. Go to xero.com and reset your Xero password there. Once updated, return to Vinyl and click "Sign in with Xero" — no Vinyl password needed.

💡 Want to add an email and password login to your Vinyl account? You can create Vinyl credentials at any time from My Settings → Security. Once set up, you'll be able to sign in with either Xero or your Vinyl email and password.

If you signed up with Xero but later set up a Vinyl email and password in Settings:
Use the Forgot Password link on the Vinyl login screen. The reset email will arrive from [email protected] — check your spam folder if it doesn't appear within a few minutes.

Check that the reset email hasn't landed in your spam or junk folder. The email comes from [email protected] and usually arrives within a few minutes.

Try clicking "Sign in with Xero" first — if your account is linked, it'll log you straight in without a password.

Contact our support team at [email protected] with your email address and we'll get you back in.