Issues Signing Into Desktop App

[Annixia]

Hi there!

I just created my account and installed the desktop app to use for a Japanese class that starts next week. However, the app will not let me sign in and continues to tell me "invalid username or password". I can sign into the website using the exact same credentials (which I am 100% confident are accurate), but the app refuses to accept it. To be 200% sure, I went to the "reset password" area of my account (after signing in with the password that I used at sign up) but received an error that my old password was incorrect (even though I literally just used it to sign in). I also went through the "Forgot password?" link (after signing out of the browser as clicking that link if you're signed in on the browser already just takes you to your home page...) and reset it and was able to set it to the exact same thing and successfully sign into the browser. Desktop app? Still no luck. I thought maybe the app had a separate account sign up for some reason so hit "Sign up" in the app, but I received an email saying I already had an existing account.

I tried contacting support, but since I only have a basic account (and am not going to pay for a higher license since I do not need it and don't want to waste the money), the only support option I have is the chatbot which is useless in this scenario. When telling it I cannot sign into the app, it gives me 2 options: Login issues (which just provides the response of "go to sign in link, enter email, enter password, click sign in") or installation issues with the app (which installed just fine and has been reinstalled as well).

I will note that I get the same issue with the mobile app. I don't want to use the mobile app for this class, but I tried the mobile app just to see. I can literally only sign into the web portal and nothing else.

Any suggestions anyone has on how I can get signed into the app would be greatly appreciated!

[storyhub]

If you are a participant in the class you do not need to sign in - you can join with host provided link or click on "join a meeting" and enter meeting ID and password.

[Annixia]

That's what I've had to do so far. Either way, I would like the option to be able to sign into the desktop app for future use. 😕