Aegis ID
Support
Aegis ID is an identity platform with a companion wallet on iOS and Android. Most questions come from one of two places — setting a wallet up, or getting back in after losing a device. Both are answered below.
Contact
If your organization issued you a credential, your own administrator can usually resolve it faster than we can — they can reissue an invitation, reset a credential, or confirm who you are. Come to us when they cannot.
Please include the environment you are on and, if it is a wallet problem, your Wallet ID. Never send a recovery code, a password, or a break-glass code to anybody, including us.
Email contact-aegis-id@vanguardcs.ca
We answer within one business day. There is no telephone support line.
The wallet
The wallet is the holder's half of Aegis ID. It is not useful on its own — an organization has to issue you a credential or send you an invitation.
First run asks for an email address and gives you a Wallet ID. That is what you hand an administrator so they can issue a credential to your device.
It is an identifier, not a secret. Knowing it does not let anybody act as you, so it is safe to send by email or read out.
Two ways, and they are not interchangeable. Scan reads a
QR shown on another screen. Paste invitation, on the
Home tab, takes a aegisid:// link that arrived
by email or message on the phone itself.
Use the second when the invitation is on the device you are holding — you cannot scan a code with the screen displaying it.
One wallet holds credentials from as many organizations as invite you. You do not need to install it twice.
They stay separate: each organization sees only what it issued you and the approvals it asked for, never another organization's, and never the list of who else you hold a credential from.
An invitation goes to the address registered in the wallet, and it can expire. Ask your administrator to check the address and send a fresh one.
They can also issue straight to your Wallet ID, which avoids email entirely.
Losing a device
The key behind your wallet never leaves the device it was made on. It is not in any backup, so a new phone cannot restore the old wallet — recovery issues a new key rather than recovering the old one. That is why the ten single-use recovery codes shown during setup matter, and why they are shown only once.
Install the wallet on the new device, choose Recover an existing wallet, and use one code. Your credentials and your organizations come back and the code is spent.
This is a deliberate hard stop rather than a bug. An administrator has to verify who you are away from the system and authorise a re-enrolment. Contact yours.
If you have lost the authenticator you sign in with, and your organization has root wallets, two of their holders can approve your recovery at /auth/recover/approvals with no platform operator involved.
Otherwise start at /auth/recover.
Break-glass recovery covers it, and needs both the code your organization generated and kept, and a platform administrator. Nobody here can reach your organization without it.
Contact support with your ticket reference.
Privacy
An email address and, if you gave one, a phone number — both entered by you, and used only so an organization can address a credential to the right person. There is no analytics and no tracking.
Credentials and key material stay on the device. To have your wallet and its record removed, ask the organization that issued to you, or contact support.
Write to contact-aegis-id@vanguardcs.ca with "security" in the subject. Please tell us before telling anybody else, and give us a reasonable window to fix it.