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. It might be helpful to type them into a separate text document to rule out any mistakes.
• 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 or with a one-time passcode
  • Please instead click the Sign in with Google button and authenticate using your Google credentials.
  • You can also sign in via a one-time passcode by clicking Continue with email on the login screen instead of entering a 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

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

• Make sure to check your spam folders for any reset emails.
• Whitelist no-reply@authmail.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.

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 Google 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.