Login Troubleshooting
Select the area where you are having trouble logging in. 

Customer Login to FOCUS

Product Support Centers (formerly Communications Centers)

Note:  If you need immediate assistance for your AMS management system and can not access FOCUS call 800.456.7895 or one of the other contact methods for Customer Support. 

Customer Login to FOCUS:
If you experience problems logging into the FOCUS portal from www.amsservices.com/login follow these steps:

1. Both the User ID and Password are case sensitive.
   
   
2. FOCUS User ID:
   
   
   • Try using your AMS customer number as the login id. This is a seven digit number that typically starts with 11, 13 or a 20.  For example, 1100999, 1300999 or 2000999.  If you do not know your AMS customer number please contact your System Administrator. 
     
     
   • If you are the FOCUS Administrator refer to the confirmation email message for your login information. If you are a business user you have a user id that is different than your AMS customer number. Please contact your FOCUS Administrator in your office to confirm your login information. 
     
     
3. FOCUS Password:
   If you do not know your password select the link, "Forgot Your Password?" from the FOCUS portal login page.  This feature will allow you to reset your password.  If you get a message that "A new password can not be sent to the user" submit a Login Problem Form.
   Please note that changing your password on the FOCUS portal will not automatically change it on the AMS Customer Support Web Site.  See below for more information.



4. "Page cannot be displayed" message or other unexpected results logging into FOCUS.
   
   
• Delete the temporary Internet files from your browser application. The instructions can vary but for Internet Explorer v6.0 the steps are:
• Select Tools menu
• Internet Options
• On the General tab select the Delete Files button under the heading Temporary Internet files.
• Optional Step - Delete Cookies is also under the same heading. Warning: If you delete cookies you may lose personalization settings for other web sites.


• For AfW Online customers, use the Internet Explorer from your desktop and NOT the version through the AfW Online Citrix connection. That version of Internet Explorer has limitations by design.
  
  
• For Internet Explorer v5.5 users there is a known issue. Please follow the steps below. Note that FOCUS is best viewed with Internet Explorer v6 and above.
  • "Show friendly HTTP error messages" setting must be turned on to ensure you can properly access Customer FOCUS.
  • To do this, select Tools in your browser menu bar
  • Internet Options
  • Select the Advanced tab
  • Scroll down to the "Show friendly HTTP error messages" in the Browser section and make sure the box is unchecked.

Product Support Centers :
If you experience problems logging into the Product Support Center or other areas of the Web site where the login prompt below is displayed, follow these troubleshooting steps:

1. Both the User Name and Password are case sensitive.
   
   
2. Typically the User Name is your AMS customer number for Support.  This number is typically a 7 digit number. 
   
   
3. For your primary account AMS sends an email confirmation with the login information when you first registered.  Please refer to it if you saved an electronic or printed copy. 
   
   
4. Lost Password Select this link if you do not know your password for the Product Support Center. 
   Note:  If you have changed your password on the FOCUS portal it does not automatically update your password on the Customer Support Web Site.  Please continue to use your old password when you select links to www.ams-support.com or select Edit Web Account Information to change it.
   
   
5. Login Problem Form  Complete this form if you do not know your customer number or if you get a failure message trying to use the Lost Password feature. 
   
   
6. If you still experience problems after following these steps submit a Login Problem Form.  Please include as much information as possible.  A Support representative will address the problem.  If you need assistance for your AMS management system and can not access FOCUS call 800.456.7895 to create a case for Customer Support.