Troubleshooting

Having a bit of trouble logging in?

It happens. Take a look at our troubleshooting guide below for simple steps that could get you back on track in no time.

 

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.
  • The email address you're entering doesn't match the one we have on file for you.
  • 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.

 

Not receiving One-Time-Pin SMS to mobile

  • The One Time Pin will be sent to the mobile number listed on file for the policy holder
  • OTP codes are valid for 10 minutes.
  • A code can be requested up to 10 times in 1 hour
  • If the on-screen message advises you have reached the limit please wait 1 hour before trying again

If the code we've sent to your mobile phone hasn't arrived, it's usually due to a device setting. Before requesting a new code, please review the tips below.

Android

Quick Fixes

  • Restart you Device: Turn your phone off and back on to clear temporary system glitches.
  • Toggle Airplane Mode: Turn Airplane mode on for 30 seconds, then turn it off to force your phone to reconnect to your mobile network
  • Check Spam and Blocked Folders: Open your messaging app, tap the menu or profile icon, and check the Spam & blocked folder to see if messages were filtered by mistake
  • Turn Off Unknown Filtering: Go to Settings > Apps > Messages and make sure Filter Unknown Senders is turned off so regular messages are not hidden.
  • Verify Default Messaging App: Ensure your preferred app (such as Google Messages) is set as your default SMS handler in your phone’s settings
  • Clear App Cache: Go to Settings > Apps > Messages > Storage and select Clear cache to fix app freezing or loading errors.

Further details:

Samsung messages

  1. Open Samsung Messages.
  2. Tap the three dots in the top-right corner and select Settings.
  3. Select Blocked Numbers and Spam (or Spam Protection, depending on the device).
  4. Tap Blocked Messages.
  5. Check for a message containing the ahm verification code. 

TIP: add ahm as a trusted contact to help ensure future codes are delivered to their main inbox.

Google Messages

  1. Open the Google Messages app (blue icon with a white speech bubble).
  2. Tap the profile picture or initial in the top-right corner.
  3. Select Spam & Blocked.
  4. Check for a message containing the ahm verification code.
  5. If found, tap Not Spam to move the message back to the main inbox and mark ahm as a trusted sender.

iPhone

Quick Fixes

  • Restart your iPhone: Turn your phone off and back on to clear temporary system glitches.
  • Toggle Airplane Mode: Open the Control Center, turn on Airplane Mode for 10 seconds, then turn it off to refresh your cellular connection.
  • Check Blocked Contacts: Go to Settings > Phone > Blocked Contacts to ensure you haven’t accidentally blocked ahm.
  • Turn Off Unknown Filtering: Go to Settings > Apps > Messages and make sure Filter Unknown Senders is turned off so regular messages are not hidden.

Check Filtered Messages

  1. Open the Messages app.
  2. Tap Filters in the top-left corner of the conversation list.
  3. Select Unknown Senders.
  4. Check for a message containing the ahm verification code.

To add ahm as a trusted contact:

  1. Open the message.
  2. Tap the phone number at the top of the screen.
  3. Select Info.
  4. Tap Create New Contact and save the number.

Once saved, future messages from ahm should be delivered directly to the primary inbox.

Turn Off Message Filtering

If you would prefer not to filter messages from unknown numbers:

  1. Open Settings.
  2. Select Apps > Messages.
  3. Scroll to Message Filtering.
  4. If Filter Unknown Senders is turned on, switch it off 

 

I am trying to reset my password but it won’t accept the password I’m choosing 

Password must contain at least 12 characters of any type eg it could be all lowercase letters or a combination of letters, numbers and special characters.

 

I am not receiving a reset password email from ahm or it has expired

This can happen if:

  • The most common reason is because the email you are entering is not the email we have on file for you. If you are unsure which email you have listed on your ahm account, try searching your inbox for emails from ‘ahm’. 
  • Email may be in junk, spam or other folders like ‘promotions’. Check all mailboxes (inbox, junk, spam & promotions/other - particularly for Gmail or Outlook). 
  • You are not the Primary ahm member (policy is in your name). The email will be sent to the primary policy holders email address
  • You do not have an online account. To create one, please enter your member number, email address and create a password > Sign up | ahm Members Portal
  • If you have received the email and the link shows as expired, this would be because a new reset password email has been triggered which overrides the previous one. 
  • If you receive the email but are unable to click the ‘reset password’ button, likely your email client or device are blocking the action. Try to copy & paste the link into a browser. To do this right click (or if on mobile hold down) and click ‘copy link’ then paste into your browser. 

 

I am not receiving a verification email from ahm 

  • It can take a few minutes for the email to come through 
  • The email will be sent to the email we have on file for the primary ahm member. You could try using a different email. If you are unsure which email you have listed on your ahm account, try searching your inbox for emails from ‘ahm’. 
  • Email may be in junk, spam or other folders. Check all mailboxes (inbox, junk, spam & promotions/other - particularly for Gmail or Outlook). 
  • If the recipient's storage quota (Google Account or private server limit) is completely full, incoming messages may be rejected or held by your provider
  • You are not the Primary ahm member (policy is in your name). The email will be sent to the primary policy holders email address

 

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.

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