Sign in for the first time

You do this once. It takes about 5 minutes. After it, you sign in with your email address, your own password and a 6-digit code from your phone.

Before you begin

• Have your email address and your temporary password ready. They arrive in two separate messages.
• Have a phone with an authenticator app — for example Google Authenticator, Authy or 1Password. Any app that shows 6-digit sign-in codes works.
• Use Google Chrome on a desktop or laptop computer.

Note

Complete the steps without a long pause. If too much time passes between two steps, the setup expires and you start again from step 1. Nothing is lost when this happens.

To sign in for the first time

1. In Chrome, go to twin.aer-intel.com.

   The Sign in page opens.

2. Enter your Email and your temporary Password, and then click Continue.

   The Set up your authenticator page opens and shows a QR code.

3. In your authenticator app, add an account and scan the QR code.

   If you cannot use the phone’s camera, enter the key shown under Can’t scan it? into the app instead.

4. In Code from the app, enter the 6-digit code that the app shows for AerTwin, and then click Confirm.

   The Save your backup codes page opens and shows ten codes.

5. Store the ten codes somewhere safe that is not your phone — for example, your password manager. Copy to clipboard copies all ten.

   Important

   AerTwin shows these codes only once. Each code replaces the authenticator for one sign-in. Without them, a lost phone means asking support to reset your access.

6. Select I have saved these somewhere safe, and then click Continue.

   The Choose a password page opens.

7. In Temporary password, enter your temporary password again. Click Show to check what you typed.

   If Chrome filled in the box for you, clear it and type the password yourself.

8. In New password, enter a password of at least 12 characters.

   A short sentence makes a good password: length matters more than symbols.

9. Click Save and continue.

   You are signed in. The projects page shows one card for each structure you can open.

To sign in after the first time

1. Go to twin.aer-intel.com, enter your Email and your own Password, and then click Continue.

2. Under Authentication code, enter the 6-digit code from your app, and then click Sign in.

   If your phone is not with you, enter one of your backup codes in the same box. Each backup code works once.

Your sign-in lasts 12 hours on the same computer.

If sign-in fails

What you see	What to do
“email or password is incorrect”	Check both and try again. After 5 failed attempts the account is locked for 15 minutes.
“too many failed attempts”	Wait 15 minutes, and then sign in again.
“that code is not valid — check the time on your phone and try the next one”	Set your phone’s date and time to automatic. Enter the next code your app shows.
“enrolment expired, sign in again to restart it”	Too much time passed between two steps. Start again at step 1.
“your current password is incorrect”	The Temporary password box does not hold your temporary password. Clear it, enter it again and click Show to check it.
“That was a backup code. You have 2 left.”	Contact support before the codes run out. Support resets your authenticator, and you set it up again at your next sign-in.
“this account is disabled”	Contact support. AerTwin support manages accounts.

If you lost your phone and your backup codes, contact support. Support resets your authenticator, and you set it up again at your next sign-in.