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AurionAI

Sign in to the mobile app

5 min readBy Emmanuel Yazbeck

Who this is for: employees of organizations that use AurionAI for IT support. Customers use the phone, the web chat or the Help Center.

The AurionAI Support app lets you call IT support and follow your tickets from your phone. You sign in with your work account. The app keeps you signed in on this phone.

Prerequisites

  • The AurionAI Support app on your phone. Install it the way your organization tells you.
  • Your work email address.
  • Access to the app for your account. Your IT team turns it on for each employee. If the app cannot find your organization or refuses your account, ask your IT team.
  • An internet connection.

The sign-in methods that you see depend on your organization and on how AurionAI is set up. It can offer its own sign-in (single sign-on), sign-in with a Google or Microsoft account, a password, or a link that the app sends to your email (a magic link).

Find your organization

When you open the app for the first time, it asks for your organization.

  1. In Work email, type your work email address.
  2. Select Continue.
  3. If your email address belongs to more than one organization, the app shows the list. Select the organization that you want to use. To try another address, select Use a different email.

If your IT team gave you an organization code or a join link instead:

  1. Select Enter organization code instead.
  2. In Organization, type the code or paste the join link.
  3. Select Continue.

If you open a join link from your IT team on your phone, the app can choose the organization for you and go straight to the sign-in screen.

Sign in

The sign-in screen shows your organization's logo. Use one of the methods that it shows.

[Screenshot to come: The sign-in screen of the mobile app with the organization sign-in button and the email and password fields]

  • Your organization's sign-in. Select Sign in with your organization. Your organization's sign-in page opens. Sign in there with your work account.
  • Google or Microsoft. If the screen shows the Google or Microsoft tab, select it, then select Sign in with Google or Sign in with Microsoft. Sign in with your work account. If the app asks which organization to use, select it in the list.
  • Email and password. In Email, type your work email address. In Password, type your password. Select Sign in.
  • Magic link. Use it when you have no password for the app:

    1. Select Send me a magic link.

    2. In Email, type your work email address.

    3. Select Send me a magic link. The app shows Check your email.

    4. On the same phone, open the email and select the link. The app opens and signs you in.

      To open your email app from this screen, select Open email app. If no email arrives, wait until the app lets you select Resend magic link, then select it.

Result

The app opens on the Home screen. The first time, it can ask whether you want notifications. The app keeps you signed in on this phone.

If something goes wrong

  • The app says that it found no organization for your email address. Check the address. The app finds your organization only when your IT team has turned on the app for your account. Ask your IT team, or use the organization code that they give you.
  • The app says that it cannot find the organization code. Check the code with your IT team.
  • The sign-in with your email address and password fails. The app does not say whether the email address or the password is wrong. Check both and try again. If you forgot your password or never had one, select Forgot password?: the app sends you a magic link instead.
  • No magic link arrives. The app says that it sent the link even when it cannot use your address, so that nobody can test which addresses have an account. Check the address and your spam folder. If nothing arrives, your account may not have access to the app: ask your IT team.
  • The magic link opens the sign-in screen again. The link was already used or is too old: ask for a new one. If a new link does not work either, your account may be locked or may no longer have access to the app: ask your IT team.
  • The sign-in still fails although your password is right. After too many failed tries, your account is locked for some time for your security, and the app shows the same message as for a wrong password. Failed identity checks on the phone support line can lock your account in the app too. Wait, then try again. A magic link or your organization's sign-in may still work, unless the lock comes from the phone support line. You can also contact your IT department in another way.
  • You chose the wrong organization. On the sign-in screen, select Change organization and start again.
  • The app opens on the sign-in screen although you signed in before. Your session ended. Sign in again.

Still stuck? Submit a request or .