There are a few common reasons why you may have issues downloading or accessing the desktop app.

You don't have the most up to date version of the app on your device.

Make sure you are connected to the internet and if there is an update of the app, it should automatically trigger an update when opening the app, if there is one. Alternatively, try deleting the app and reinstalling it.

You've downloaded the wrong version.

If you are on a Mac computer, please make sure you have downloaded the correct version for your hardware, as there are different versions of the app for depending on whether or not your computer contains an Intel chip.

You need to update the operating system on your device.

You need to be running Windows 10 or macOS 11 (Big Sur) or later in order for the app to work on your computer.

You aren't subscribed.

The app is only accessible to users on active plans. You can check your subscription status via your settings page.