From 29 August 2026, we’ve changed the way you log in to your online account and the ahm app. Instead of using your member number as your username, you’ll now use your email address. These changes help make logging in easier and add extra protection to help keep your account secure.
Good news? These changes only affect how you log in. Your cover, benefits, claims and membership stay the same.
What’s changed?
- Your email address is now your username instead of your member number.
- You’ll receive a verification code to your mobile every time you log in.
- The first time you log in after 29 August 2026, you’ll also receive a verification code to your email so we can verify your email address.
Everything else about your account stays the same (including your password).
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 to our online services
Using your email address and a verification code adds an extra layer of protection, making it harder for anyone else to access your account.
Troubleshooting
If you’re getting the following error message - 'Wrong email or Password'
There are typically a few reasons this error may occur:
- You may have entered your password incorrectly.
- You do not currently have an online account.
- You’ve recently joined and haven’t created an online account yet.
- Your email address exists on more than one ahm policy and we may not have been able to automatically recreate your account during the move to the new platform.
- Your policy is closed.
Next step: Reset your password using the Forgot password link.
Still no luck? Try creating a new online account. If you’re unable to do that, message us and we’ll help.
If you’re getting the following error text - ‘Oops, looks like you may have a twin. We’ve found similar details previously registered with ahm. You can try logging in otherwise get in touch and we’ll sort it out for you’
You’ve tried to create a new online account, however the email address has already been registered.
- Try logging in instead.
- If you’re unsure of your password, select Reset password.
- If your email address exists on more than one ahm policy, you’ll only be able to create an account for one policy using that email address.
- To create a new online account for another policy, the email address linked to that policy will need to be unique. Message us and we’ll help get it sorted.
FAQs
We’ve heard from members that needing to remember and enter a member number can make logging in harder than it needs to be. Using your email address makes logging in simpler while helping us deliver stronger security features.
No. Your password stays the same. Simply log in using your email address and existing password. If you’ve forgotten your password, use the Forgot password option on the login page.
A verification code is a short code that helps confirm it’s really you logging in. You’ll receive a code to your mobile each time you log in. The first time you log in after 29 August 2026, you’ll also receive a code to your email address so we can verify it. You’ll also receive an email verification code whenever a new email address is added or updated.
You’ll need a mobile number on your account so we can send your verification login code. If you need to add or update your mobile number, message us and we’ll help.
Message us and we’ll help you out.
To use online services, each policy now needs its own unique email
address. If the same email address was linked to more than one ahm
policy before 29 August 2026, only one online account can be linked
to that email address in our new system.
When we moved accounts across to the new login system:
• We transferred one of your existing online accounts using that
email address.
• In most cases, the account that was used most recently was selected.
• If we could not determine which account to move across, an online
account may not have been created automatically for either policy.
What you might notice
• Your usual email address and password do not work.
• It looks like your online account no longer exists.
• You receive a message saying the email address is already registered
when trying to create a new account.
If you need online access for more than one policy, each policy will need a different email address. Message us and we’ll help update the email address linked to the additional policy. Once that’s done, you can create a new online account using that email address.
We recommend using your own email address wherever possible. Your email address may receive information about your policy, including claims, payments, premiums and other account activity.
No. The email address linked to your online account is also used as your primary policy email address.
Not yet. At the moment, only one online account can be created per policy for the primary member. We’re exploring future improvements in this area.
Yes. Protecting your personal and health information is incredibly important to us. We use multiple security measures including multi-factor authentication, ongoing monitoring and regular security testing to help keep your information safe.