Skip to content
AurionAI

Sign in to the Help Center

5 min readBy Emmanuel Yazbeck

Who this is for: people who have a support account on their organization's Help Center. Employees sign in to their company's IT Help Center. Customers sign in to the Help Center of the company they buy from. Your organization decides who gets an account and which sign-in methods you see.

You need to sign in to see your tickets and to answer them. You do not need to sign in to read articles.

Prerequisites

  • A support account on your organization's Help Center, with the email address that your organization knows.
  • Access to that mailbox, if you sign in with an email link.
  • Your work or personal account with Microsoft, Google or Okta, if your organization set up single sign-on.

Sign in with your password

The sign-in page of an example help center

  1. On the Help Center, select Sign in at the top right of the page.
  2. Type your email address in Email address.
  3. Type your password in Password.
  4. Select Sign in.

Use this method if you never set a password, or if you forgot it.

  1. On the sign-in page, select Email me a sign-in link.
  2. Type your email address, then select Send sign-in link.
  3. The page shows Check your email. Open the email from the Help Center and select the sign-in link in it. The email is in the language of the Help Center page you used.
  4. The link opens the Help Center, which signs you in and offers Set a password. To sign in with a password next time, type a new password twice and select Set password. The page lists your organization's password rules and ticks each rule that your new password meets. Otherwise select Skip for now.

For your security, the page always says that the link was sent, even when no account uses that email address. If no email arrives, read "If something goes wrong" below.

To go back to the password form, select Sign in with password.

Sign in with single sign-on

If your organization set up single sign-on, the sign-in page shows one more button under the password form: Sign in with Microsoft, Sign in with Google or Sign in with Okta. If you see no such button, your organization did not set it up. Use your password or an email link.

  1. Select the single sign-on button.
  2. Sign in with your Microsoft, Google or Okta account, as you do for your other work tools.
  3. You come back to the Help Center, signed in.

Result

You are signed in. After a password or single sign-on, the Help Center opens the page that you wanted to open before you signed in, or your tickets. After an email link, it opens the ticket that you wanted to open, or your tickets. The button with your initials at the top right of the page shows that you are signed in.

Sign out

  1. Select the button with your initials at the top right of the page.
  2. Select Sign out.

Always sign out on a shared computer.

If something goes wrong

  • The page shows Login failed. Check your email address and password, then try again. If you still cannot sign in, use an email link instead. If the email link does not work either, ask your organization's support team to check your account. After 5 failed password attempts in a row, your account is locked for 30 minutes, and the page shows the same message even with the right password. For employees, a lock after failed identification on the support phone line may block this sign-in too. Wait, then try again later.
  • The page shows Too many attempts. Please try again later.. Wait a few minutes, then try again.
  • Single sign-on shows No support account for this identity — contact your administrator. Your Microsoft, Google or Okta account is not linked to a support account on this Help Center. Contact your administrator or your organization's support team.
  • No email arrives. Check your spam folder, and check that you typed the email address that your organization knows. The email is sent only if an account uses that address. Wait a minute before you ask for a new link.
  • The email link says This link is invalid or has expired. The link was already used or is too old. Ask for a new link on the sign-in page.
  • The email link says Too many requests — try again in a minute. Wait a minute, then ask for a new link. If this happens again with a new link and you are an employee, your identity check on the support phone line may be locked: read Get back into your account.
  • The new password is refused. Choose a password that meets every rule that the page lists, then try again. If the page says that your sign-in link expired, ask for a new link.
  • You are suddenly sent back to the sign-in page. Your session ended. Sign in again.

Still stuck? Submit a request or .