AMI CONTACT & SUPPORT

How Can We Help?

Get the Right Support, Faster

AMI Support is here to help Masterbuilders with account and platform access, orders and payments, courses, purchased resources, technical issues, implementation questions and existing custom engagements.

Choose the support route that best matches your issue and provide the relevant details so the request can be understood and directed correctly.

If you need AMI to create something new or customised for you, please use the Custom Order page instead of the Support form.

8 SUPPORT ROUTES


  • Account & Access
  • Orders & Payments
  • Product Support
  • Course Support
  • Technical Support
  • Implementation Questions
  • Existing Custom Orders
  • General Enquiries

HELP US RESOLVE IT FASTER

Before submitting your request, have the relevant information ready:
  • Purchase Email
  • Product or Course Name
  • Order / Transaction Reference
  • Clear Issue Description
  • Screenshot or File where relevant

NEED SOMETHING NEW BUILT?

Support is for help with something you already:
  • Purchased
  • enrolled in 
  • received 
  • requested 
  • have in progress

For a new customised Business Plan, Construction Pack, Formulation Pack, SOP System, Digital Blueprint, Course or Advisory requirement, use:
The Right Information Helps Us Get You to the Right Support.
Tell us what you need help with, identify the relevant AMI product, course or order, and provide any supporting information that can help us understand the issue.
CHOOSE THE RIGHT SUPPORT ROUTE

Get Your Request to the Right AMI Support Area

AMI Support is structured around the type of help you need. Selecting the correct support route and providing the relevant product, course, order or project information helps us understand your request and direct it appropriately.

Use the categories below to identify the support area that best matches your issue.
  • Account & Access
    Login problems, missing access, enrollment issues or difficulty accessing your AMI account.
  • Orders & Payments
    Payment confirmation, order status, duplicate payments, receipts or access not received after payment.
  • Course Support
    Questions about lessons, assessments, course access, completion requirements or certificates.
  • Product & Pack Support
    Help relating to Business Plans, Construction Packs, Product Formulation Packs, SOP Packs, Digital Blueprints or supplied implementation resources.
  • Technical Support
    Broken links, files not opening, simulators, spreadsheets, embedded tools, interactive apps or browser/device issues.
  • Implementation Questions
    Questions about how to use or apply a supplied AMI resource, model, template, checklist or implementation tool.
 General Enquiries.
For questions that do not fit any of the support categories above.
Write your awesome label here.
Write your awesome label here.

Have These Details Ready

  1. Email used for your AMI account or purchase
  2. Exact course, product or project title
  3. Order/transaction reference where applicable
  4. Clear description of the issue
  5. Screenshot or supporting file where relevant
Complete information helps AMI understand and route your request more efficiently.

Support Requests — 24/7

Masterbuilders can submit support requests, screenshots and supporting information through the AMI Support Form at any time.

Requests submitted outside business hours remain in the support queue for review during the next AMI working period.

Human Support Hours

Monday–Friday
9:00 AM–5:00 PM WAT (UTC+1)

Human review, email responses, WhatsApp support and support-case follow-up are handled during AMI business hours.

Weekends & applicable public holidays:
Routine support resumes on the next working day.
AMI SUPPORT AVAILABILITY

Clear Support Hours. Clear Expectations.

AMI provides structured support for account access, purchases, courses, implementation resources, technical issues and active Custom Order engagements.

The Support Request Form remains available 24 hours a day, so Masterbuilders across Africa and the diaspora can submit an issue whenever it occurs. Human review and responses are handled during published AMI business hours.

This model allows requests to be properly documented, prioritised and investigated rather than relying on informal or untracked messages.

MONDAY–FRIDAY · 9:00 AM–5:00 PM WAT · SUPPORT FORM AVAILABLE 24/7

Reach the Right AMI Team

Choose the contact route that matches your request so AMI can respond more efficiently.

Sales & New Enquiries

For pricing, products, standard solutions, Custom Orders and new business enquiries.

Customer Support

For purchases, account access, courses, product packs, technical issues and active custom projects.

Support Availability

Monday–Friday

9:00 AM–5:00 PM WAT (UTC+1)

Support Form: available 24/7
Email: can be sent at any time
WhatsApp: monitored during business hours
Requests received outside business hours are reviewed during the next applicable support period.

For your security, AMI will never ask for your banking password, card PIN, OTP or account-login password through WhatsApp, email or the Support Form.

FAQ

Frequently Asked Questions

Quick solutions for common AMI account, access, course, payment, product, certificate and technical-support issues

1. I cannot log in to my AMI account. What should I do

First confirm that you are using the same email address connected to your AMI account or purchase. If you have forgotten your password, use Forgot your password on the login page and follow the reset link sent to your email. 

If the problem continues, submit an AMI Support Request using the email connected to your account.

2. I requested a password reset but did not receive the email?

Check your Spam, Junk, Promotions or Other folders and search for AMI emails.
If you requested more than one reset email, use the latest reset link because older links may expire.

If nothing arrives, contact AMI Support and include the email address you used to register. 

3. I created an account or paid, but I am being asked to verify my email.

Where email verification is enabled, our platform may allow the account or purchase to be created first but require you to verify your email before continuing inside the school

Check your inbox and spam folder for the verification email. If you requested another verification message, use the most recent link.

4. I paid for an AMI product or course but I cannot access it.

After a successful AMI purchase, the product should normally become accessible from the learner’s account/course area and purchase/enrollment emails are typically generated
Before contacting support:
  • log out and back in;
  • confirm you are using the same email used for payment;
  • check your purchase/enrollment email;
    check your account’s products/course area.


If access is still missing, submit a Support Request with your payment reference, product title and purchase email.

5. Why is a lesson, module or course showing as locked?

A locked item does not always mean there is an error.
AMI can restrict access because of:
  • drip-feed scheduling;
  • sequential navigation;
  • required prerequisite activities;
  • subscription/tier access rules.

    Complete the preceding required activities and check whether the page shows an unlock date.

    If you believe the content should already be available, contact AMI Support.

6. Why has my course or product access disappeared?

Some AMI products can have a defined access period rather than lifetime access. Learners can be unenrolled when access expires, depending on how the product is configured.

Check the access terms of the AMI product you purchased. If your access should still be active, submit your purchase details to AMI Support.

7. A video is not playing, keeps buffering or will not go fullscreen. What should I do?

Try these first:
  1. Refresh the page.
  2. Clear browser cache.
  3. Try Chrome, Edge, Safari or another browser.
  4. Try an incognito/private window.
  5. Disable extensions that may block media.
  6. Restart your device.
  7. Try another device or internet connection.

    Also note that browser autoplay rules differ, and iPhone/iOS fullscreen behaviour has platform limitations.

8. I completed a lesson but my progress is not updating.

Some activities have specific completion conditions, and content can also remain locked because of sequential navigation, prerequisites or drip-feed rules. AMI administrators can review learner progress at the activity/course level and, where appropriate, correct or reset progress
First refresh the course and confirm that the activity shows as completed.
If it remains incorrect, contact AMI Support with:
  • course title;
  • lesson/activity name;
  • screenshot of the problem.

9. I finished the course but my certificate is not showing.

A AMI Certificate of Completion is issued only after the configured completion requirements have been met. These requirements can include completing all or selected activities, exams, a required percentage of the course, or a minimum amount of time.

A Certificate of Knowledge may additionally require passing a graded assessment.

Check that every required activity is complete. If it is and the certificate is still unavailable, contact AMI Support.

10. My assessment says “Pending.” Has something gone wrong?

Not necessarily.
AMI assessments containing open-ended responses such as text, file, video or audio assignments may require manual grading before a final result is available.

Wait for the assessment review. If the expected review period has passed, submit a Course Support request.

11. Why can’t I download, copy or print a PDF or resource?

AMI may intentionally restrict downloading, copying or printing for some protected resources.

If a resource is meant to be used online, the absence of a download button may therefore be intentional rather than a fault.

12. My payment is failing at checkout. What should I do?

Confirm that:

  • your card/payment details are correct;
  • sufficient funds are available;
  • your bank allows the transaction;
  • all required billing fields are completed.

Where more than one payment method is available, We recommend trying an alternative payment method when a transaction fails

If your account was charged but the purchase did not complete, do not repeatedly repay. Contact AMI Support with the transaction reference.

13. I was charged but did not receive access. Should I pay again?

No.
Do not make another payment until the first transaction has been checked.
Submit:
  • purchase email;
  • product/course title;
  • transaction reference;
  • payment receipt or screenshot.

AMI keeps payment records that can be checked by customer, product, transaction status and invoice details

14. Where can I find my receipt, payment history or invoice?

AMI learner accounts can show payment history and allow invoices to be downloaded where configured. Purchases can include the product title, purchase date, transaction type and amount paid.

Check your Account / Payment History area and your purchase confirmation email.
If you cannot locate the record, contact AMI Support with your payment details.

15. I am not receiving AMI enrollment, certificate or course emails.

Check:
  • Spam/Junk;
  • Promotions;
  • blocked senders;
  • the email address connected to your account.

AMI allows learner notification preferences to affect some activity emails, although important transactional/security emails are handled separately.
If an email is incorrectly classified as spam, mark it as Not Spam so future messages are more likely to reach your inbox.

16. A live session is scheduled, but I cannot see the Join button.

For AMI Zoom learning activities, the Join Live Session button may only appear once the host has started the meeting.
Check:
  • the session date and time;
  • the timezone shown;
  • your calendar invitation;
  • reminder email.
AMI live-session times are based on the school timezone, while calendar entries can convert to the learner’s local timezone.

17. Can I study from my phone or watch content offline?

AMI can support mobile access. Offline video viewing is available through configured mobile-app functionality, but the feature depends on the academy’s settings and the video being eligible for download.
A video may remain unavailable offline if:
  • it is scheduled for future release;
  • previous activities must be completed first;
  • prerequisite content has not been completed.

18. An interactive tool, simulator, embedded spreadsheet or activity is not loading.

First try:
  • refresh the page;
  • clear cache;
  • use another browser;
  • use incognito/private browsing;
  • disable ad blockers or extensions;
  • restart the device;
  • try another device/network.
AMI recommends these general troubleshooting steps for learner-side technical problems.

If the AMI tool itself remains unavailable, submit a Technical Support request with:
  • exact resource name;
  • course/product title;
  • browser/device;
  • screenshot or error message.

19. I purchased using the wrong email address or now have more than one account. What should I do?

Do not create additional accounts to solve the problem.
Contact AMI Support and provide:
  • name;
  • email used for payment;
  • email you want associated with the account;
  • transaction/order reference.
Our platform ties enrollment, payments and progress to learner account records, so AMI should review the account rather than the learner repeatedly registering again

20. I tried the recommended steps and still need help. What should I submit to AMI Support?

Use the AMI Support Request Form and provide:
  • full name;
  • account/purchase email;
  • exact course/product title;
  • support category;
  • transaction/order reference where applicable;
  • clear description of what happened;
  • what you already tried;
  • device and browser for technical issues;
  • screenshot or supporting file where relevant.
Never submit your password, OTP, PIN or full card details.

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