Confirmation emails and passwords
Your Vixlo account lives on the website, so the confirmation email and the password are handled there, not in the app. This page covers the two things that go wrong with them: a confirmation link that is missing or no longer works, and a password you have forgotten.
How confirmation works
When you create an account, the website sends one email with one link. The link opens a page on the website, and one press of Confirm and start the trial confirms the address, starts your seven days and signs you in there. Opening the link changes nothing until you press the button, so a mail scanner that checks links before you read them cannot use yours up. The link works once, and only for an hour.
If you signed up with an invite code, the button reads Confirm and start, and what starts is your complimentary access rather than a trial.
The email has not arrived
The page you landed on after signing up says We sent a link to your address, and has two buttons: I have confirmed it and Send the link again.
- Check the spam folder.
- Give it a few minutes. The email is sent the moment you sign up, but a mail provider can hold it in a queue on the way.
- Press Send the link again. The page says Sent again. It can take a minute to land. Three resends a minute is the limit; past it the page says Three a minute is the limit — try again shortly.
- If you have closed that page, sign in on the website with the same email and password. Signing in sends nothing by itself: the page answers Confirm your email first. with a Send it again link. Press it, and on the page it opens press Send the link again.
- Still nothing after a few minutes, including in spam? Write to support@vixlo.app.
The link has expired or was already used
Each link works once, within the hour. Whatever its state, opening the link shows the Confirm your email page with its button; the link is checked when you press Confirm and start the trial (or Confirm and start). If it no longer works, the page that follows says which:
- This link has already been used — press Sign in. If the address still needs confirming, the sign-in page answers Confirm your email first.; press Send it again, then Send the link again.
- Your email is already confirmed — another link got there first; there is nothing left to do but sign in.
- That link has expired — press Sign in to send a new link and sign in. The sign-in page answers Confirm your email first.; press Send it again, then Send the link again.
- That link does not work — it may have been cut short on its way to you. Press Sign in to send a new link, and go on as for an expired link.
Resetting a forgotten password
- In a browser, open the website's sign-in page: the address after Portal: on the app's sign-in card, or at the bottom of Settings' Account section, with
/loginon the end. Press Forgot your password? - Type your email and press Send the link. The page says Check your inbox. If that address has an account, a reset link is on its way. It says the same whether or not the address has an account.
- Open the email and its link. Choose a new password — ten characters or more, checked against known breached passwords — and press Set the password.
- The website takes you to sign in: Password set. Sign in with the new one.
A reset link works once and expires. A spent one shows That link has expired or was already used. with Send a new one, and no password field.
Every Mac signed in to the account is signed out when the password changes — the reset page says so. Each one shows the sign-in card at its next licence check; sign in again with the new password. Your libraries are untouched.
The Mac app and the website use the same sign-in
The app's card and the website's sign-in page take the same email and password. A password changed on the website is the one the Mac needs from then on, and a Mac told Verify your email first on its card is waiting for the confirmation described above.