Currently, when you access your online account or the ahm app you use your ahm member number as the username. From 29 August 2026, we’ll be updating our system, and your username will become your email address.
These changes help keep your information safe and make logging in more secure. Here’s what’s changing, why we’re doing it, and what (if anything) you need to do.
What’s changing?
From 29 August 2026, two things will change when you log in:
• Your email address will become your username (instead of your member number), and
• You’ll be asked to enter a one time code sent to your mobile each time you log in
Everything else about your account stays the same.
Why are these changes happening?
We’re always looking to improve how we do things. Updating our log in process will:
• Better protect your account and personal information
• Align with modern online security standards
• Support future upgrades
Using your email and a one time code adds an extra layer of protection, making it harder for anyone else to access your account.
Do I need to do anything right now?
Before the change goes live, it’s a good idea to check that:
• Your unique email address i s up to date, and
• Your mobile number is listed on your account
Check or make changes to your email address or mobile number at any time in the ahm app or log in to your account online.
FAQs
Members have told us that needing to find their member number to log in adds extra steps when trying to access their online account.
This change will not only make it easier to log in for our members but will also enable us to implement other important updates to our security systems and support future upgrades.
No, your password will remain the same.
If you hold multiple policies with us, or are authorised to manage the policy of someone else, the email address on each policy must be different in order to continue accessing the ahm app and your online account.
Once the change is made and we ask you to start using your email address as username, you will need to re-register an online account with a unique email to restore access to your online services, including the ahm app. If you have any issues just message us and we can help.
This means that any policy without a unique email will be unable to make the most of our online accessibility for things like checking benefits and limits, making a claim, viewing claims history, downloading a tax statement, updating bank details and more.
We recommend using your own email address, as this address will receive information regarding your policy with us, sometimes related to your personal and health information, as well as premium, payment and claims activity.
If you would like to continue to access online services on both policies, you will need to provide a different email address. You have some time as the change is still a little while away (29 August 2026). Most email providers allow you to create an account for free with a simple online form.
Not yet, although this is something we're exploring. For now, only one online account can be created per policy, for the primary member.
To keep things simple, only one email can be nominated as the primary policy email and is used for both policy communications and access to online services.
We work with top cyber security experts to protect our systems and keep your personal and health information safe. Our security measures work together to help keep your data safer than ever, including Multi-Factor Authentication (MFA), 24/7 Data Monitoring and Perimeter Testing, you can find out more about how we keep your information safe on our website.
A one time code is a short verification code we send to your mobile phone when you log in. After you enter your password, you’ll be asked to enter this verification code to finish signing in. It helps make sure it’s really you accessing your account.
Yes. Each time you log in, you’ll be sent a one time code to your mobile. This helps keep your account secure, even if someone else knows your password.
To log in once the change is live, we’ll need a mobile number to send your one time code. If you don’t have a mobile number listed, you can message us to add one to your account. We’ll guide you through this if needed.
No. These changes only affect how you log in to your online account or the ahm app. Your cover, benefits, and account details won’t change.
Just message us and we’ll be happy to help.
For help or more information, you can contact us weekdays, 8am - 7pm AEDT