Quick answer
- Signed out on your phone: a sign-in lasts up to 90 days. Tap Sign in with Vinius and use the same account.
- Insufficient permissions: your role does not include the action. An owner or admin can change your role.
- A limit message: the organization has used what its subscription allows. Only an owner can change the subscription.
- No venue access: choose Request venue access, or ask an owner or admin for site access.
- Old figures after a switch: reload the page on the web, or pull down to refresh on the phone.
Signed out on your phone
A sign-in on the phone lasts up to 90 days. When it runs out, the app returns to Welcome to Vinius: tap Sign in with Vinius and sign in as before. Please sign in again to scan wines has the same cause.
Access ended means your membership of an organization has ended, because you left or an owner or admin removed you. The app opens another of your organizations, or signs you out when there is none. If switching keeps failing with Failed to switch organization. Please try again., ask that organization's owner or admin whether you are still a member.
On the web, Your sign-in attempt timed out means the attempt took longer than about ten minutes: choose Sign in again. If Your email app is blocking sign-in appears, copy the Vinius address into your normal browser.
"Insufficient permissions"
This message, sometimes with the action added (Insufficient permissions to send orders), means your role in this organization does not include what you tried. Nothing is broken. The web may show Access unavailable instead, and the phone a title such as Stock changes are not available, with what your role can and cannot do.
Roles apply per organization, so first check you are in the right one. Then ask an owner or admin to change your role. Admins can give the manager, staff and viewer roles; owner and admin take an owner. See Managing users and access.
A limit has been reached
Your role decides what you may do; the organization's subscription decides how much. A limit message gives the allowance and the number in use, for example "Your current subscription allows [number] users. You already have [number], so another user cannot be invited." Venues, wine cards, digital wine cards and API tokens work the same way. On the phone the title is Not available on your plan.
- Monthly allowances, such as AI chats, PDF imports, bottle intake and storage units set up from a photo, start again at the beginning of the next calendar month.
- Removing what you no longer use, such as an old wine card or a member who has left, frees a place under a fixed limit.
- Changing the subscription is for owners only. Owners and admins see it on the web under Settings, Billing. The Change plan button is not active yet, so an owner arranges changes through Vinius support.
No access to a venue
Owners work in every venue. Everyone else works in the venues assigned to them, their site access.
- Web: No venue access assigned comes with a Request venue access button. Vinius notifies every owner and admin, in the app and by email, and confirms Access request sent.
- Phone: the venue is missing under Where you are working, or Manage Storage says No site access found. Ask an owner or admin.
Owners and admins assign venues on the web under Settings, Users, Edit Access. Only an owner can change an admin's venues, and a private venue has to be selected for each person separately.
Figures that look out of date
Stock, prices and history follow the active venue, so check that first.
Web: switching organization reloads the page; switching venue in the header does not. If a page still shows the previous venue's figures, reload it. An organization switch in one tab also applies to your other Vinius tabs, so reload those too. With more than one venue, set a Default site under Settings, Account, Working defaults, so Vinius knows which venue to use when none is picked.
Phone: with more than one organization or venue, Home names the one you are in; tap it to switch. Pull down on Home or Cellar to refresh. No connection. Showing your cellar as of the last sync. means you are offline and looking at the last saved copy; changes cannot be saved until the connection is back.
An upload or scan that fails
Label scans on the phone: after Scan failed, choose Try Again or Enter Manually. Adding a bottle by scanning the label has tips for a clean photo.
Invoices and price lists, web and phone:
| Message | What to do |
|---|---|
| Larger than 50 MB, or more than 50 pages | Upload fewer pages at a time |
| Protected with a password | Remove the password and upload again |
| Already uploaded on [date] | Nothing was added a second time |
| Not a PDF | Use a PDF; the web also takes JPG and PNG photos |
| We could not read this invoice | On the web, open it and choose Try again; otherwise contact support |
Contacting support
- Web: Support in the sidebar, then Open Vinius Customer Service Desk.
- Phone: More, Help centre. The address to write to is under Still stuck? at the bottom of the help centre's main page.
Give your organization, what you were trying to do and the exact message. From the phone, add the version shown at the bottom of More.
Who can do what
- Every role (owner, admin, manager, staff, viewer) can sign in again, refresh and contact support. Anyone missing a venue can request access on the web.
- Owners and admins change roles within their limits, assign venues and receive access requests, on the web.
- Owners also set admins' venues and change the subscription, which admins can only view.