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When you cannot sign in

Whenever nobody is signed in, Vixlo opens with a card titled Sign in to Vixlo over the launch screen. You sign in with the email and password of your Vixlo account. This page is for the moment the card refuses you: it always says why, in one sentence, and each sentence has one fix.

The sign-in card with a red line under the fields reading Email or password is incorrect.

What the card is checking​

The card sends your email and password to the portal once, over an encrypted connection, and never keeps the password on this Mac. If the portal accepts them, the card goes away and the app keeps a signed licence in this Mac's Keychain, so the next launch opens without asking. The card's last line names the portal it talks to.

Email or password is incorrect.​

The portal gives the same answer for an address it does not know and for a wrong password, so check both. The password field is emptied the moment you press Sign in, so after a refusal it is empty and the cursor waits in it; the email keeps what you typed. If you have forgotten the password, reset it on the website — see Confirmation emails and passwords.

The account exists, but its email address has not been confirmed, so the trial has not started yet. Open the email Vixlo sent when you signed up and press its button. If it never arrived, or the link has expired, send yourself a new one.

Too many attempts. Wait a minute, then try again.​

The portal allows five sign-in attempts a minute from one internet address. This is the limit speaking, not a wrong password: wait a minute, then sign in with the password you believe is right. An office or a household behind one internet address shares the five.

This account is already signed in on three Macs: …​

Up to three Macs can be signed into one account at a time. A fourth is refused, and the sentence names the three. Free a slot on the website, then try again:

  1. In a browser, open the address the card names on its last line, after Portal:, with /account on the end. Sign in with the same email and password; the website opens your account page.
  2. Under Macs signed in, find the Mac you no longer use and press Remove. The page says the Mac's name, then signed out. Its slot is free.
  3. Back on the card, type the password again — the card emptied it when it refused you — and press Sign in.

The account page's Macs signed in panel, three Macs listed with a Remove button each.

The removed Mac keeps running on the licence it holds until its next licence check, and then shows the sign-in card itself. It checks at launch, on waking from sleep and once a day while it runs, but only when a day has passed since its last check; Refresh in that Mac's Settings checks at once.

Could not reach the portal: …​

The card could not get an answer from the portal at all — no network, a name that would not resolve, a timeout — and the rest of the sentence says which. Signing in is the one thing that needs the portal. Check the connection and try again. Once you are signed in, Vixlo works without the portal for as long as its licence allows; see Read-only, and why.

This build cannot verify the licence the portal sent. Update Vixlo.​

The portal answered, but with a licence this copy of Vixlo cannot check. Download the current build from the website's Download page, replace the app, and sign in again.

Any other answer​

A refusal the card has no sentence of its own for reads The portal answered, then a number and the portal's own words. If it does not clear in a few minutes, write to support with that sentence.

Creating an account from the card​

Create an account on the card opens the website's sign-up page in your browser. While Vixlo is open by invitation only, that page opens only from the link in your invitation; without one, the website shows its coming-soon page, so use the invitation's link instead. If the browser does not open, the card shows an alert instead and the address is already on your clipboard — see The browser will not open from the app.