OMS moved to a new platform on Tuesday 3rd March 2026. The upgraded OMS offers greater security and more features. HCi provides the following Q and As for accessing OMS.
Of course, you are also welcome to call or chat online with us if you are having trouble accessing OMS.
Common questions and answers for accessing OMS
Following is a list of common questions and issues we have encountered. Along with the solutions to get you online, registered and claiming quickly!
You only need your email and password to log in now. An MFA code via SMS is a mandatory security measure so you must provide a mobile number when registering.
All OMS generated emails and texts (SMS messages) will come from Microsoft as msverify, not HCi. However, the message will refer to HCi.
Please note that if your policy is not active yet, you will not be able to access OMS until the policy starts.
The OMS launch page wont load
Ensure your computer is running with the latest upgrades and that you are connected to the internet. Then clear your cache and cookies before refreshing your browser and trying again.
“We can’t seem to find your account” message when accessing OMS
This means you probably tried to log in with your old details and password.
You will need to re-register for the upgraded, more secure OMS.
To do this, click the Register button at the bottom of the login screen instead of trying to log it. This will take you through the registration process. You will need the following:
- Member number
- Email address
- First name (ie your legal first name)
- Family name
- Date of birth
“A user with the specified credentials could not be found” message
You may have tried to log in by entering your email address and clicking “Forgot Password” but have not actually re-registered yet.
Return to the OMS landing page and select the register button at the bottom, then follow the prompts to re-register for the upgraded OMS portal.
“Your details could not be verified, please check them and try again” message when re-registering
Your name and/or email address doesn’t match our system. Please check spelling, middle names, and that you are entering the email address listed with us.
Alternatively, you are trying to register someone who is under 16 years of age which is not allowed.
“Email address not valid” message when re-registering
Check you entered the email address correctly. Sometimes members accidentally add a space at the end of the email address or make a typo.
If the message does not go away, it may show you have a different email address listed for your membership. Please use the listed email or contact us if that email address is no longer accessible.
No verification email received
A verification email can take a few minutes to come through. We recommend waiting at least 10 minutes before requesting a code to be sent again to avoid double up and confusion.
Please also check spam folders. And remember that emails and messages come from Microsoft – you can search for “Microsoft” or “Verification Code”.
“Multiple Users Detected – It appears that the email you entered is associated with several members” message during re-registering
An email address can only be used for one member in one policy. In other words, if a couple has one shared email address, only one person can have the email listed on file with HCi, and only that person will be able to register for the OMS portal.
To rectify this, please contact us to add a distinct email address for each HCi member (aged 16 plus) on your policy wanting access to the OMS. Once we add the email to their membership, they can register their own OMS access.