The first thing to do is to make sure the listed policyholder and the self service account are set up in the same name. If they don't match identically you won't be able to link the policy to the online account. See example images below - the first name is 'Josh' in both instances. If one said 'Josh' and the other said 'Joshua', that would be a problem.
View when you log in:
View on policy documentation:
Although two people can receive policy letters to the same email address, only one person can be registered for self-service with that email.
So if you're receiving policy notices to an email address that you share with someone else and are unable to login – this could be because the email is registered to the other person.
To solve this problem you can register an email address of your own to access your policy online, but remember, you can still share the first email address to receive policy letters.
Simply click register a new email to get started.