Having issues logging into VideoScribe Legacy? Check out this article for the solutions to common login issues
Please note: VideoScribe Legacy is the older version of our software. We continue to support it, but we recommend switching to the latest version to enjoy the best features and performance.
Click here to read the article on Logging into VideoScribe (latest version).
If you’re unable to log into VideoScribe Legacy, it is most likely due to one of the following:
1. You’re not running the latest version of VideoScribe Legacy-
- You must be running version 3.14.2 of VideoScribe Legacy. When accessing an unsupported version of the software, you might see an infinite spinner or the error “Cannot login: unknown error”. If you’re seeing one of these errors, upgrade to the latest version.
- You can download the latest version here.
Top tip: The version 3.14.2 will require you to login via the login window in your web browser. If you don’t have this option, please make sure you upgrade to VideoScribe Legacy version 3.14.2.
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- If you’re presented with the error “Incorrect username or password”, your password or username is incorrect. 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.
- You can reset your VideoScribe password here.
Please note: If you've made 8 incorrect attempts to log into VideoScribe, you will see the error message "Password attempts exceeded". This will lock your account temporarily for 5 minutes. See this article for full details on how to resolve this issue.
3. Password attempts exceeded
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- For your security, your account will be blocked for a short period following a number of failed login attempts - this period increases with each subsequent failed attempt
- You will see the error message "Password attempts exceeded".
- You must wait five minutes and then try entering your login details again.
- Please double-check that the email address you are entering is correct and that you don't have CAPS lock or NUM lock enabled on your keyboard when entering your password.
- If the issue persists, you can reset your account password here. If you need help doing so, you can read this article.
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.