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Troubleshooting

Having trouble with your AA online account or the AA app? Find common fixes below.

Login not working

I'm entering the right details but I still can't log in. What should I do?

  1. Make sure you're logging in on the correct screen - not the sign-up page

  2. Try resetting your password - go to my.aa.co.nz, click Forgot password?, and follow the steps

  3. If you've never verified your email, check your inbox or junk folder for the verification email and click the link 

  4. Clear your cache and cookies and try again.

Can’t log in to the app?

Once you’ve downloaded the AA app in either the Apple App Store or Google Play Store

  1. Click ‘Create an account’
  2. A pop up with nzaa wants to use ‘aa.co.nz' to sign in will appear – click Continue. This links you to our online version of the app
  3. Enter your email address and push Continue
  4. You will then be prompted to create a password and push Continue.
  5. If your email is available, success! Continue the journey by verifying your email
  6. If not, you’ll get a message saying there is already an account linked to that email and you can reset your password: select Log in – enter your email address again – click 'Reset password' if you don’t remember your password.
  7. If you used our old AA Roadservice or AA Rode Code Quiz apps, you'll need to create a brand new account on the new AA app using the above instructions. If you attempt to log in, without creating this new account the app won't recognise you.

MyAA - "Sorry, something went wrong"

I'm seeing a "Something went wrong" error. What should I do?

Try each of the following steps in order:

  1. Refresh the page and try again

  2. Check that your internet connection is stable

  3. Switch to a different browser - Chrome works best with MyAA

  4. Clear your browser's cache and cookies (in Chrome: Settings > Privacy and Security > Clear browsing data), then try again

  5. Make sure you're using the correct URL:

    a. To log in: my.aa.co.nz

    b. To register: my.aa.co.nz/signup

If the issue continues, see Still not working below.

MyAA - Stuck in a loading loop

The page keeps loading but never finishes. How do I fix this?

This is usually caused by stored browser data conflicting with the page. To fix it:

  1. Clear your browser's cache and cookies (Settings > Clear browsing data). Close your browser completely and reopen it

  2. Try logging in again at my.aa.co.nz

If you're using Microsoft Edge or Safari, try switching to Chrome.

"Access denied" on a document

I'm seeing "Access denied" when trying to open a document. What does this mean?

Your session has most likely expired. To fix this:

  1. Log back in to your account.

  2. Go to Documents from the menu

  3. Try opening the document again

Still not working

I've tried everything and it's still not working. What now?

Get in touch with us and we'll help:

  • Phone: 0800 500 444 (Monday to Friday, 8am-6pm)

When you contact us, it helps to let us know what error message you're seeing, which browser you're using, and what steps you've already tried.