Other Features

Troubleshooting Guide

1. What mobile operating system (OS) version do I need to use on AmOnline?

To use AmOnline, your mobile device must:

  • Not be jailbroken or rooted.
  • Run iOS version 15 and above
  • Run Android version 12 and above
  • Run EMUI version 14 and above
  • Run MagicOS version 7 and above

How to update your iPhone: Go to Settings > General > Software Update, then update to the latest update available.

2. The AmOnline app shows my device is rooted and jailbroken. What should I do?
  1. Reformat your device to restore it to its original settings
  2. Reinstall the latest version of AmOnline and log in to AmOnline app again
3. The AmOnline app shows blank screen, keeps loading, or closes unexpectedly. What should I do?
On your device
  1. Make sure your AmOnline app is updated to the latest version.
  2. Make sure your internet connection is stable.
  3. Make sure you are not on VPN.
  4. If the issue persists,
    1. Go to device’s Settings and search for AmOnline.
    2. Tap Storage and select ‘Clear Cache’.
    3. Restart your device.
  5. Relaunch AmOnline App.
If the issue continues,
  1. Log in to AmOnline Web.
  2. Go to ‘Settings’  > select ‘My Device’ > select ‘Remove device’. This will remove AmOnline from your device.
  3. Update AmOnline App to the latest version (if you haven’t already).
  4. Log in to AmOnline app again on your device.
Still need help?

Please contact our Contact Centre or email us for assistance. To help us investigate further, please provide:

  • Date/time the issue occurs
  • Your device model
  • Device OS version
  • AmOnline app version   

 

4. The AmOnline App freezes and is unresponsive. What should I do?
On your device
  1. Make sure your AmOnline app is updated to the latest version.
  2. Restart your device.
  3. Relaunch AmOnline App.
If the issue continues,
  1. Uninstall and reinstall the AmOnline App.
  2. Log in to AmOnline app on your device again.
Still need help?

If the issue continues, please contact our Contact Centre or email us for assistance. To help us investigate further, please provide:

  • Date/time the issue occurs
  • Your device model
  • Device OS version
  • AmOnline app version
5. I cannot use AmOnline on Wi-Fi. What should I do?

Some public Wi-Fi networks may restrict secure banking connections, which could affect app accessibility. We propose switching to your own mobile network to access AmOnline at public places.

To identify if the issue is related to your home Wi-Fi:
  1. Switch to another network, such as your mobile data, and check whether the AmOnline app is accessible.
  2. If the app works on mobile data, reconnect to your home Wi-Fi and perform the troubleshooting steps below.
    1. Check if your Wi-Fi can access other apps and websites.
    2. Make sure you are not on VPN.
    3. Restart your phone and router, then reconnect after 30 seconds.
    4. Make sure your AmOnline app is updated to the latest version.
    5. If you have already updated the app to the latest version, clear the app cache or reinstall the app.
If the issue persists with your home Wi-Fi,

 Please get your IP address and contact our Contact Centre or email us for further assistance.

6. How do I check my AmOnline app version?
  1. Open the AmOnline App
  2. Tap ‘More’
  3. Scroll to the bottom of the page.
  4. The current AmOnline App version will be displayed there
7. How do I clear cache on my device?
On your device
  1. Go to device’s Settings and search for AmOnline.
  2. Tap Storage and select ‘Clear Cache’
  3. Restart your device.
  4. Relaunch AmOnline App.

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