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 My Settings → Members
Find your name in the list
Click the three dots (⋯) next to your name
Select Reset MFA and confirm
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.
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 My Settings → Members and can reset your MFA in under a minute.
If you're the only Master Admin:
Contact our support team and we'll reset your MFA directly. Reach out to [email protected] with:
The email address on your Vinyl account
Confirmation that you're the account owner (we may ask a quick verification question)