Get back into your account

Who this is for: people who cannot sign in to their organization's Help Center or to the AurionAI Support app, and callers whose identity check on the support phone line is locked. Employees use the Help Center of their company's IT department and, when their company offers it, the mobile app. Customers use the Help Center of the company they buy from. The mobile app is only for employees.

Your organization decides which sign-in methods you see. AurionAI never asks for your password by phone, by chat or by email.

Prerequisites

• The email address that your organization knows for you.
• Access to that mailbox, for the Help Center and mobile app methods: they send you an email.

Which way back in

Help Center: sign in with an email link and set a new password

The Help Center sends you a sign-in link by email. After you sign in with it, you can set a new password.

1. On the Help Center, select Sign in at the top right of the page.
2. Select Email me a sign-in link.
3. Type your email address, then select Send sign-in link.
4. The page shows Check your email, with your email address partly hidden. Open the email and select the sign-in link in it. The link works only once and only for a short time.
5. The link opens the Help Center, which signs you in and shows Set a password. Type a new password in New password and again in Confirm password, then select Set password. Under Password requirements:, the page lists your organization's rules and ticks each rule that your password meets. Do it right away: this form works only for a short time after you sign in with the link.

Result: the Help Center opens your tickets. Next time, sign in with your email address and your new password. Setting a new password signs you out of the Help Center and the mobile app on your other devices.

If you do not want a password, select Skip for now. You stay signed in, and you can use an email link again next time.

The "Reset your password" page

The Help Center also has a page named Reset your password. The sign-in page links to it with Forgot password?. It does the same as the email link above: type your email address and select Send reset link. The email contains the same sign-in link, not a separate reset link. Then continue with step 4 above.

Mobile app: sign in with a magic link

The mobile app cannot reset a password. It signs you in with a link that it sends to your email (a magic link).

1. On the sign-in screen of the app, type your email address.
2. Select Forgot password?. The app sends a magic link at once. Or select Send me a magic link, then select the Send me a magic link button that appears.
3. The app shows Check your email. Select Open email app, or open your email yourself.
4. Open the email on the same phone and select the link in it.

Result: the app opens, and you are signed in.

If no email arrives, wait until the app lets you select Resend magic link, then select it. To use a password in the app again, ask your IT department how to set one. If your organization also gives you a Help Center account, a password that you set there with an email link also works in the app.

Single sign-on: ask your organization

If you sign in with a Microsoft, Google or Okta account, your password belongs to that account, not to AurionAI. AurionAI cannot reset it. Recover it the way your organization tells you, usually through your IT department.

Phone: a locked identity check

• Employees. After too many failed identity checks, the support line locks your identity check for some time. Your organization sets the number of tries and how long the lock lasts. Wait, then call again, or ask the assistant for a person. While the lock lasts, you may not be able to sign in to the Help Center or the mobile app either. See Prove who you are by phone (employees).
• Customers. If the one-time code does not arrive or does not work, see Prove who you are by phone (customers).

If you no longer know your badge number, PIN or the answer to your security question, contact your IT department in another way. The assistant cannot tell you these details.

If something goes wrong

• No email arrives. Check your spam folder. Check that you typed the email address that your organization knows. For your security, the Help Center and the app always say that they sent the email, even when no account uses that address or when your account is not allowed to sign in. Wait a minute before you ask for a new link. If no email ever arrives, ask your organization's support team to check your account.
• The sign-in page shows Too many requests — try again in a minute. You asked for too many links. Wait a minute, then try again.
• 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, your identity check on the support phone line may be locked. Wait longer, or contact your organization's support team in another way.
• The page says Your sign-in link has expired. Request a new sign-in link to set a password. You waited too long after you signed in with the link. Ask for a new link and set the password right away.
• The page says This password doesn't meet your organization's requirements. Please choose another. Choose a password that meets every rule under Password requirements:, then try again.
• The mobile magic link opens the sign-in screen again. The link was already used or is too old. Ask for a new one.
• You are a customer and the mobile app refuses to sign you in. The mobile app is only for employees. Use the Help Center, the web chat or the phone.

Related articles

• Sign in to the Help Center
• Sign in to the mobile app
• Prove who you are by phone (employees)
• Prove who you are by phone (customers)
• Ways to get help