Troubleshooting signing into your Descript account

This error message can appear for a number of reasons:

• The username or password has been mistyped
  • Try re-typing or typing into another document, then copy and paste to ensure correct spelling
• The username does not exist as an account in Descript
  • This issue is common for individuals with multiple personal or work email addresses. Please make sure you use the email address you originally signed up for.
• The account was set up originally using Sign in with Google
  • Please instead click the Sign in with Google button and authenticate using your Google credentials.

You may receive this error after 10 login attempts.

Descript will send an automated message to the email address on file providing details with the subject line:

"Suspicious activity on your Descript account."

Click the click here link in the email to unblock access for your IP address. Then, you'll be redirected to a confirmation page stating the account has been unblocked:

At that point, you are free to re-attempt signing in, or if you are still having trouble remembering your email address, you can reset your password.

This error message indicates that you are currently using a legacy version of Descript and need to update the application to the latest version.

Please follow the instructions in the Uninstalling Descript help center article including the sections on manually removing files and preferences.

Once complete, you may re-download / install using the instructions in Installing the Descript desktop app

You may receive the following error message when trying to log in:

This will sometimes occur if you have logged out of the Desktop app but are still logged into an account in the web app. To resolve:

• Make sure that you are logged out of both the desktop app and web app by navigating to https://web.descript.com (in all browsers) to confirm that you are fully logged out.
• If the error message persists, restart your computer.

Very rarely, users may experience a "Missing Authentication" error message on the login screen, which prevents them from signing in.

This error message and the associated login screen above indicate that you are currently using a legacy version of Descript and need to update the application to the latest version.

Please follow the instructions in the Uninstalling Descript help center article including the sections on manually removing files and preferences.

Once complete, you may re-download / install using the instructions in Installing the Descript desktop app

• If your email address is hosted by Google / Gmail, and your account was originally set up using Google authentication, Descript cannot reset your Google password.
• Please instead use the Sign in with Google button to sign in with your Google credentials.
• If you do not remember your Google password, this Google article provides some steps for what to do next.

• Make sure to check your spam folders for any reset emails.
• Whitelist no-reply@auth-mail.descript.com so that future reset emails are not flagged as spam.

• This typically only occurs for individuals using a business-hosted email service. Reach out to your IT team for further assistance.

If you see this message it means that you are attempting to sign in with a different method of authentication than what you originally created your account with. For security purposes, you will need to verify you are the original owner in order to link the new authentication method to your account. 

If you originally created your account with Username and Password, but are now trying to sign in with Google Authentication

• Click the Continue button
• You will be prompted to sign in with Google

If you originally created your account with Google Authentication, but are now trying to sign in with your Username and Password

• Click the Continue button.
• You will be prompted to sign in via Auth0 with the username and password you originally used to create the account.
  • If you need to reset your password, click the Don't remember your password? button to begin the password reset process. An email will be sent to the email address in question with further details.

Typically, this issue occurs when your browser fails to open for authentication. To resolve:

1. Click Sign in or Sign up and verify if the corresponding page opened in your web browser.

2. If you weren't redirected to the Sign in / Sign up page, change your default browser (we recommend using Chrome). Find instructions for changing your default browser for Windows and macOS here.

3. If you are using Windows, set a default browser for HTTPs.

4. Restart your computer, and then try signing in again.

5. If that doesn't work, please fully uninstall Descript and try steps 1 to 4 again.

If you're using "Sign in with Google" and Descript logs you in with the wrong Gmail account, there are a few different ways you can resolve this:

• Add Another Account in Google:

  • Go to google.com.
  • Click on your profile picture in the top right corner.
  • Click "Add another account" and sign in with the correct account.
  • Go back to Descript and attempt to sign in again. You should be prompted to choose the correct Google account.

• Log Out of All Google Accounts:

  • Log out of all your Google accounts in your browser.
  • Clear your browser cache.
  • Go to Descript and sign in using the correct Google account.

• Switch Accounts in Google:

  • If you're logged into multiple Google accounts, make sure to switch to the correct account before attempting to sign in to Descript.
  • Go to google.com.
  • Click on your profile picture in the top right corner and select the correct account.
  • Go back to Descript and sign in again.

If none of these steps resolve the issue, please reach out to our support team for further assistance.