If you've lost access to your authenticator app, for example, you've changed phones or accidentally deleted the app, you won't be able to log into Vinyl until MFA is reset.
Are you a team member (non-admin)?
Ask your Master Admin to reset your MFA directly from Settings, no need to contact support. They can do it in under a minute:
Go to Settings › Firm › Members
Find your name in the list
Click the three dots (⋯) next to your name
Select Reset MFA and confirm
Before confirming, Vinyl asks your Master Admin to check the request really came from you, in person, by phone or on a chat you already use. Once it's done, you'll get an email letting you know your MFA has been reset.
You'll be signed out of all active sessions immediately and prompted to set up a new authenticator on your next login.
If your Master Admin needs a refresher on where to find this, point them to the Manage Your Team in Vinyl article.
You might also see a Lost access to your authenticator? link on the sign-in screen, which emails our support team. That works too, but asking your Master Admin is usually the quickest way back in.
Tip for the future: Most authenticator apps (like Google Authenticator and Authy) offer a backup or cloud sync option. Enabling this means you won't lose access if you change devices.
Are you a Master Admin?
Master Admins cannot reset their own MFA from Settings, this option only appears when managing other team members.
If your team has another Master Admin:
Ask them to reset your MFA using the same steps above. They'll find you under Settings › Firm › Members and can reset your MFA in under a minute.
If you're the only Master Admin:
Chat with us below and we'll reset your MFA directly. Please share:
The email address on your Vinyl account
Confirmation that you're the account owner (we may ask a quick verification question)