If you can't sign in to Narrative because the sign-in page is stuck loading, or it doesn't take you back to Narrative, these steps usually fix it. They're for signing in to your Narrative account.
What should I check first?
First, check these:
You're using the email address for your Narrative subscription.
You're connected to the internet.
Narrative is up to date.
If your browser asks to open Narrative after you sign in, allow it.
Don't create a new account to get around a sign-in problem. Your plan and AI Presets are on your original account.
Why does it say I must be connected to the internet when I am?
You'll see You must be connected to the internet to sign in when Narrative can't reach our servers. That can happen even when the rest of your internet works. Try these:
Turn off any VPN, and check that a firewall or antivirus app isn't blocking Narrative.
If you're on a work, school or public network, try another network, like your phone's hotspot.
Quit Narrative, restart your computer, then open Narrative and sign in again.
How do I restart my browser?
Often, quitting and reopening your browser fixes it.
Quit your browser. On Mac, press ⌘Q. On Windows, close all your browser windows.
Open your browser again.
Sign in from Narrative again.
If your browser is frozen and won't quit, force it to close. On Mac, press ⌥⌘Esc to open Force Quit. On Windows, press Ctrl+Shift+Esc to open Task Manager and end your browser. You may lose anything you haven't saved in your browser.
How do I sign in with a private window?
You can try signing in from a private (incognito) window instead.
Start signing in from Narrative. When the sign-in page opens, copy its web address.
In your browser, open a new private or incognito window.
Paste the address and sign in.
How do I try a different browser?
Narrative opens your default browser to sign in, so you can try another browser by making it your default.
If you use Safari, install Google Chrome, or the other way around.
Make it your default browser. On Mac, go to System Settings → Desktop & Dock and change Default web browser. On Windows, go to Settings → Apps → Default apps.
Close your browser and sign in from Narrative again.
What if I still can't sign in?
If you still can't sign in, contact our support team and tell us where sign-in stops. A screenshot helps, with any private details hidden.
Important: Never send us your password, a sign-in code or the full sign-in web address.