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.
Additionally, login difficulties may also arise from issues with temporary passwords, invite codes, or password reset codes.
Signed up with Xero?
This depends on whether you've set up a separate Vinyl password since connecting Xero.
If you only use "Sign in using 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 using Xero", no Vinyl password needed.
đĄ Want to add an email and password login to your Vinyl account? You can create Vinyl credentials at any time from Settings âș You âș Sign-in. Once set up, you'll be able to sign in with either Xero or your Vinyl email and password.
To set up Vinyl credentials:
Log in to the Vinyl web app using an existing linked account (e.g., Xero login).
Click your initials in the top right, then Settings, and go to Settings âș You âș Sign-in.
Under Sign-in methods, set up Email and password and choose a password.
You can now log in directly using the new 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.
Alternatively, you can set up new credentials via Settings âș You âș Sign-in if you have access to your account through a linked method.
The reset email will arrive from [email protected] with the subject Vinyl - Password Reset, check your spam folder if it doesn't appear within a few minutes. It contains a reset code, which you type into the Enter your code screen in Vinyl. The code is valid for 1 hour, and your current password keeps working until you use it. If the code has expired, you can request a new one.
If you are using a temporary password or invite code, ensure it has not expired and request a new one if necessary.
Signed up with email and password?
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. It contains a reset code that's valid for 1 hour, so if it's been longer than that, request a fresh one from Forgot password?
Not sure which one applies to you?
Try clicking "Sign in using Xero" first, if your account is linked, it'll log you straight in without a password.
Still stuck?
A Master Admin can open Settings âș Firm âș Members, choose Sign-in help next to your name, and send you a fresh reset email or invite. This is also the quickest fix if a temporary password or invite code isn't working.
Or chat with us below with your email address and we'll get you back in.