Common login issues

Having issues logging into VideoScribe for Desktop? Check out this article for the solutions to common login issues

If you’re unable to log into VideoScribe for your desktop, it is most likely due to one of the following: 

1. You’re not running the latest version of VideoScribe
    • You must be running version 3.14.1 of VideoScribe. 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 latest version will require you to login via the login window in your web browser.  If you don’t have this option, please upgrade to the latest version.  

2. You created a VideoScribe account using your Google account
    • If you’re presented with the error “To use VideoScribe Desktop you need to set a password in your account management”, this means you created your Sparkol account using the Google Sign-In process. This allows you to log into VideoScribe for Browser, but you will need to set a new password before you can use VideoScribe for Desktop.
    • You can set your VideoScribe password here.  

3. Your username or password is incorrect

    • 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.

If you are seeing a different error message, please refer to the Fix a problem section on the help site or raise a ticket with the Customer Success team.