What to do if you think your Vend account has been compromised

If you have received a password reset email and/or email verification email from Vend that you did not request, or you suspect that someone else might be using your Vend account without your permission, follow the steps below to secure your Vend account.

Step 1: Change your Vend password

To prevent your Vend account being further compromised or accessed without your permission, we strongly recommend changing your account password.


Keep your accounts, POS, and other devices secure with strong passwords.

  • Never use default passwords
  • Don’t use the same password for multiple accounts
  • Create strong passwords — or better yet, use passphrases
  • Consider using a password manager
  • Use two-factor authentication (see Step 2)

To change your password, follow the steps below:

Sign in to your Vend account

  1. Type "vendhq.com" into your browser search bar, press enter and click Sign In at the top right
  2. Enter your Store URL and click Next
  3. Enter your Username and Password, then click Sign In
  4. Click Setup then Users, then select the User you are changing the password for
  5. Scroll to the Security and ID section 
  6. Under Change Password, enter your New Password and again in Repeat New Password
  7. Click Save Changes
  8. Enter your current password in Your Password and click Save these changes
    • If you are changing the password for a user other than the one you're logged into, you will need to enter the password for the user you are logged into
  9. The password change is now complete

Can’t sign in to your Vend account

If you are unable to gain access to your Vend account, complete the steps below to action a password recovery:

  1. Type "vendhq.com" into your browser search bar, press enter and click Sign In at the top right
  2. Enter your Store URL and click Next
  3. Click Forgot your password?
  4. Enter your Username 
  5. Enter your Username and click SEND EMAIL
  6. A password reset email will be sent to the registered email address for the username you entered. Log in to this email address and open the email titled Reset your Vend password
  7. Click Reset Password
  8. Enter your New Password and again in Confirm Password
  9. Click Set Password
  10. The password change is now complete
Step 2: Add more security to your Vend account

Two-Factor Authentication

Two-Factor Authentication adds an extra layer of security to your Admin user accounts.

When enabled, Two-Factor Authentication will require the Admin user to input their existing password and a One Time Password (OTP) generated via an authorised third party authentication application.

To learn how to setup Two-Factor Authentication, refer to our Two-Factor Authentication (2FA) in Vend guide.

Additional security

Download our POS Security Guide for more tips on how to secure your store, including:

  • Beefing up physical security
  • Securing your store network
  • Keeping your software and apps in check
  • Safeguarding customer data
  • Ensuring your staff upholds your security standards
Step 3: Secure associated accounts and software

Now that your Vend account is secure, we strongly recommend securing any associated accounts and software.

This includes:

  • Change the password for the email your Vend account is registered with
  • Change the password for app integrations such as Xero and BigCommerce
  • Update your devices software to the latest version
  • Update your browser to the latest version


If you believe your account has been compromised and you can no longer sign in or use the account recovery function to regain access, contact Vend Support immediately to suspend the account and investigate.

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