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Invalid username/password message

Hi there,


We've recently purchased a VideoScribe lifetime license but have been unable to log in to VideoScribe Desktop. After the initial credentials were failing, I changed my password  successfully, and these same details are allowing me to log into the VideoScribe site without an issue, but any time I try to use them with the Desktop client I get an 'Invalid Username/Password Combination' message. I've tried numerous permutations of capital letters, etc but to no avail. We have a working internet connection so I can't see why it wouldn't be communicating with the Sparkol server either.


Help desperately needed - Thank you!

 Hi,


from this previous thread: login problems


(new payments may take a few hours to process before your account is upgraded)


2) Some special characters (*^$- etc.) in your password may work on the WEBSITE but may cause your password to FAIL when logging into videoscribe SOFTWARE. Letters and numbers should work in all instances. You can change your password on your profile page: https://my.sparkol.com/profile


3) If you are a free trial user and you have changed your email address since you joined, that may prevent you from signing in. You can log into the website and change it back.


5) If you have more than one account, make sure you are using the correct email with the correct password. If you have made multiple accounts, make sure you are using the upgraded one to log in.


If none of those tips help, customer support my be able to look for other issues.


-Mike (videoscribe user)



Thanks for your response. There are no special characters in my password, but I do have an apostrophe in my name - I've changed the e-mail address associated with my account (it works with or without an apostrophe) and that seems to have done the trick! Much obliged!

Great!  Thank you for posting your results!

 

 I have just set up the 7 day free trial. I have just gone to login for the first time and it says invalid username / password how can i reset this ?? or get past this??

Customer support may be able to offer more advice, but I'd suggest that you

1) delete the username and password making sure to delete any extra spaces or other characters, and retype them. make sure capslock is off.
2) make sure you use the same username and password that you used to login to this website
3) if you every changed your email or password, you might want to go to your profile info in this site and change them back to the original ones and use those to login.

INSTANT ANSWER: http://help.videoscribe.co/support/solutions/articles/1000033616-log-in-to-videoscribe

-Mike (videoscribe user)


 

Try resetting your password by clicking the Forgot password link on the login screen. Make sure that you enter the email address associated with your Sparkol account and a reset password email will be sent.


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