Sign-in problems for you and your team

Fix the most common sign-in problems for practice owners, staff and coaches. If a member can't sign in, see Member login help.

Who can do this: Practice owners, staff and coaches · Available on: All plans

Wrong password

When the email or password doesn't match, the screen briefly shows "No refresh token available", then the sign-in page reloads with empty fields. That message isn't about your account. It means the sign-in didn't match.

Check the email address. Your login is the email your invitation was sent to.
Type your password again. Use the eye icon in the Password field to check what you typed.
Still no luck? Click Forgot password? and reset it. See Signing in and resetting your password.

The reset code doesn't arrive

After Send reset code, the screen always moves on to Enter confirmation code, even when no email is sent. Two common reasons:

The email went to spam or another inbox on your email account. Look for a message from Wellness Curriculum with a 6-digit code.
You haven't set a password yet. If you never finished setting up your account from your invitation, no reset code is sent. Ask a practice owner or staff member to open you in Staff Users and click Resend login email. The page shows "Hasn't signed in yet. Resend the login email to get them started." for anyone in this state.

The new password isn't accepted

The Reset your password screen hints "6+ characters", but every Vibility password needs at least 8 characters, with an uppercase letter, a lowercase letter, a number and a symbol. A shorter or simpler password passes the screen's check, then fails with "Password does not meet requirements". Choose one that meets the full rule and click Reset password again.

Your invitation link has expired

Invitation links work for 7 days, and only the newest link works. Sending a new one cancels the old one. An old link shows "This invite is invalid or has expired. Ask whoever invited you to send a new one."

Ask a practice owner or staff member to open you in Staff Users and click Resend login email. They'll see "Login email sent."
Open the newest email and click its link.
Set your password on Welcome to and click Set password and continue.

Vibility keeps you signed in only in the browser tab where you signed in. A new tab, a new window, a bookmark or a link from a Vibility email asks you to sign in again. Closing the tab signs you out.

Work in one tab where you can.
When a link opens the sign-in page, sign in there. You go on to the page the link pointed to.

You land in the wrong role

If you have more than one account, for example an owner and a coach, each sign-in opens your highest role first: owner, then staff, then coach, then member. Use the account switcher at the top right to move to the practice or role you need. See Switching between practices and roles.

If something goes wrong

What you see	What it means	What to do
"No refresh token available" flashes, then the sign-in page reloads	The email or password didn't match.	Check both, or reset your password.
No reset code arrives	It's in spam, or you haven't set a password from your invitation yet.	Check spam. If you never set a password, ask a practice owner or staff member to click Resend login email.
"Invalid confirmation code" or "Confirmation code has expired"	The code was mistyped, or it's too old.	Start again from Forgot password? and use the newest code.
"Password does not meet requirements"	The new password is shorter than 8 characters or is missing an uppercase letter, lowercase letter, number or symbol.	Choose a stronger password.
"Password reset expired"	The reset page was reloaded, bookmarked or opened without its link.	Start again from Forgot password?
You click Reset password and land back on the sign-in page	More than 15 minutes passed after you entered the code.	Start again from Forgot password?
"This invite is invalid or has expired. Ask whoever invited you to send a new one."	The link is more than 7 days old, or a newer one was sent.	Ask for a new link with Resend login email, and use the newest email.
A "Token expired!" pop-up, then the sign-in page	Your session ended and couldn't be renewed.	Click OK and sign in again.
Nothing here fixes it		Contact Vibility support. Tell them the email you sign in with and the exact message.