Common login issues
Having issues logging into VideoScribe? Check out this article for the solutions to common login issues
If you’re unable to log into VideoScribe, it is most likely due to one of the following:
1. “Your email address or password is incorrect” message
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- Check that you are logging in with your registered email address. Check your credentials to ensure there are no typos or blank spaces within the text box.
- If you're having trouble remembering your password, you can reset your VideoScribe password here.
- If you input the wrong details several times in a row, you might be blocked from logging in for a short period, and you will continue to see the above message. We’d recommend waiting a few minutes before trying to log in again with the correct details.
2. “Network error” message, or login page re-loads with no error message
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- These issues usually occur when your internet browser or network connection is preventing access to our app in some way. Try logging in again after doing each of the following:
- Clear your internet browser cache and reload the page
- Disconnect from a VPN if you’re using one (we would not recommend accessing VideoScribe via a VPN)
- Disable any internet browser extensions you have active
- Ensure that our website is not being blocked by a security filter on your computer
- Try using a different supported internet browser
- Try using a different network connection
- These issues usually occur when your internet browser or network connection is preventing access to our app in some way. Try logging in again after doing each of the following:
3. “TypeError: fetch failed” message
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- This issue occurs in our downloadable version, when either your computer or network connection is blocking the login attempt. Try logging in again after doing each of the following:
- Disconnect from a VPN if you’re using one (we would not recommend accessing VideoScribe via a VPN)
- Disable any internet browser extensions you have active
- Ensure that our website or app is not being blocked by a security filter on your computer
- If you’re using a workplace network, request for your IT administrator to whitelist the VideoScribe app (see our article on using VideoScribe in my workplace or school)
- Try using a different network connection
- This issue occurs in our downloadable version, when either your computer or network connection is blocking the login attempt. Try logging in again after doing each of the following:
If you are seeing a different error message, please refer to the Fix a problem section on the help site or raise a support ticket with the Customer Success team.