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Troubleshooting: Can’t Install or Find the AMLHUB ID app in the App Store or Google Play Store

If you’re unable to install or find the AMLHUB ID app, the issue is usually related to your device’s operating system or app store settings.

Jessica avatar
Written by Jessica
Updated over 2 weeks ago

Audience: AMLHUB ID Mobile App Users

Common Causes

  • Incompatible device: Google hides apps that are not compatible with the phone. This usually happens if the device is running an older version of Android (see Troubleshooting: Can’t Access AMLHUB ID App on Old Phone).
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  • Play Store region settings: Some Google accounts are tied to non-New Zealand Play Stores (e.g. Australia, UK, India). For compliance reasons, AMLHUB ID is only distributed via the New Zealand Play Store.

iPhone Devices

Minimum Requirements

  • Supported on iPhone 8 or later.

  • The phone must be running iOS 15 or higher.

What to Do

  1. Check for Updates

    • Go to Settings > General > Software Update.

    • If the phone cannot be updated to iOS 15 or higher, a newer iPhone will be required.

  2. App Not Visible in App Store

    • This may be due to the App Store region not being set to New Zealand.

  3. How to Fix Region Issues:

    • Open the Settings app on your iPhone.

    • Tap your Apple ID name at the top of the screen.

    • Select Media & Purchases → View Account.

    • Sign in with your Apple ID password, Face ID, or Touch ID if prompted.

    • Tap Country/Region.

    • Select Change Country or Region.

    • Choose New Zealand from the list.

    • Review and accept the Terms & Conditions.

    • Enter valid billing information and a New Zealand address.

    • Tap Done to save your changes.

    Note: If you have active subscriptions (e.g. iCloud, Apple Music), you may need to cancel or wait until they expire before changing your region.

Download the app for Apple users

Scan the QR code

Or follow this link on your mobile phone:

https://apps.apple.com/us/app/amlhub-id/id6443607189

Android Devices

Minimum Requirements

  • The AMLHUB ID app requires Android 10.0 or later.

  • Older versions are not supported due to missing security updates and features.

What to Do

  1. Check for Updates

    • Go to Settings > Software Update and install any available updates.

    • Many Android phones can be upgraded to a newer version.

  2. If No Update Is Available

    • The device is not supported. A newer phone will be required.

  3. App Not Visible in Google Play Store

    • Incompatible Device: If the phone is running an older version of Android, Google may hide the app.

    • Play Store Region Settings: The AMLHUB ID app is only available in the New Zealand Play Store.

  4. How to Fix Region Issues:

    • Open Google Play Store > Profile > Settings > Account and Device Preferences.

    • Check if the country is set to New Zealand.

    • If not:

      • Update the country setting, or

      • Create a new Google account tied to New Zealand.

  5. Still Can’t See the App?

    • Reset the Google account on the device and re-add it with New Zealand as the region.

Download the app for Android users

Scan the QR code

Or follow this link on your mobile phone:

https://play.google.com/store/apps/details?id=com.maxaml.mapoc

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