Troubleshooting signing into your Descript account

If you can't log in to Descript, this article provides a number of solutions to common issues. 

Error messages

"Wrong email or password"

This error message can appear for a number of reasons:

  • The username or password has been mis-typed
    • Try re-typing, or type into another document then copy and paste to assure correct spelling
  • The username does not exist as an account in Descript
    • This is an issue common for individuals who maintain multiple personal or work email addresses. Please make sure you are using the email address you originally signed up with.
  • 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.
"Your account has been blocked after multiple consecutive login attempts."

You may receive this error after 10 login attempts.

error-message.png

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

"Suspicious activity on your Descript account."

Email-next-steps.png

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:

account-unblocked.png

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.

"Authentication succeeded but fetching your user information failed"

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

"Unable to complete authentication request. Please try after closing all dialogs"

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

couldnt-complete-request.png

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.
"Missing Authentication"

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

Missing-authentication2.png

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

Password reset email not received

The account was set up originally using "Sign up with Google"
  • 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.
Your email provider is flagging the password reset email as spam
Your email provider is blocking password reset emails
  • This typically only occurs for individuals using a business-hosted email service. Reach out to your IT team for further assistance.

Other issues

Descript account linking

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.
Sign in / Sign up Buttons Unresponsive

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.

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