If you can't log in to Descript, this article provides a number of solutions to common issues.
If you were directed to this page after signing into Descript, the version of Descript you have installed is no longer supported. To continue using Descript, you'll need to update to the latest version. You can quickly get back up and running by downloading and installing the newest version of Descript. Click here to download and install the most updated desktop application for your OS .
Error messages
"Invalid email or password"
This error message can appear for a number of reasons:
- The username or password has been mistyped
- Double-check your username and password to ensure they are entered correctly. Small errors like typos or using caps lock can cause login issues. Try typing them into a separate text document to confirm accuracy.
- The username does not exist as an account in Descript
- This is common if you have multiple personal or work email addresses. Make sure you use the same email you originally signed up with.
- The account was set up originally using Sign in with Google or with a one-time passcode
- Click the Sign in with Google button and authenticate using your Google credentials.
- Or sign in via a one-time passcode by clicking Continue with email instead of entering a password.
"Authentication succeeded, but fetching your user information failed."
This error indicates you are using a legacy version of Descript and need to update.
Follow the instructions in Uninstalling Descript, including removing files and preferences.
Once complete, re-download and install the latest version from Installing the Descript desktop app.
"The user has been locked out due to too many failed authentication attempts"
Your account is temporarily locked for security after multiple failed sign-in attempts.
Most locks clear automatically within 15–60 minutes. Wait, then try again. If you're still blocked after one hour, contact our support team.
Password reset email not received
Your email provider is flagging the reset email as spam
- Check your spam folders for reset emails.
- Whitelist no-reply@authmail.descript.com so future reset emails are not flagged.
Your email provider is blocking password reset emails
This usually happens with business-hosted email services. Contact your IT team for help.
Other issues
Sign in / Sign up buttons unresponsive
Typically this happens when your browser fails to open for authentication. To resolve:
- Click Sign in or Sign up and check if a browser window opened.
- If not, change your default browser (we recommend Chrome). Instructions for Windows and macOS.
- If using Windows, set a default browser for HTTPs.
- Restart your computer, then try again.
- If that doesn’t work, fully uninstall Descript and repeat steps 1–4.
Signed in with Google but wrong account is used
If Descript logs you into the wrong Google account, try one of these:
- Add Another Account in Google: Go to google.com, click your profile picture, then Add another account. Sign in with the correct account and try again.
- Log Out of All Google Accounts: Log out of all Google accounts, clear your browser cache, then sign in again with the correct account.
- Switch Accounts in Google: If logged into multiple accounts, switch to the correct one at google.com before signing into Descript.
If none of these steps work, please reach out to our support team.