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GET ONLINE STATEMENTS – YOUR QUESTIONS ANSWERED

 Terms and Conditions
 
 
 
 
 
 

Is there a cost to enroll?

 
There is no cost to enroll this is a service we offer to save you time and ensure your business with us is as efficient as possible. Typically, you will receive your Online Statement 2-3 days earlier than conventional mail. And, should you choose to use this service exclusively and decline receiving paper statements, you will be helping protect the environment by using less paper.

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Can anyone enroll in Online-Only Statements?

 
Any Account holder who has a current personal Account with us can enroll in Online-Only Statements. Corporate Account holders are limited to the options their company program administrator provides. If your organization has not approved Online-Only Statements, this option will not appear. If you wish to explore this option further, contact the Card program administrator within your organization.

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Do I have to re-enroll when I receive a new or replacement Card?

 
If your Card has come up for renewal and you have received a new Card, you will not have to register for this service again. However, if your Account number should change, as a security precaution you will need to re-enroll in Online Services and in Online-Only Statements. This is a quick and simple process to help protect your new Account number.

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How do I know if I am enrolled?

 
You will receive notice that you have been enrolled successfully in a confirmation email that we will send to the email address you specified during enrollment. If you do not receive this email, something may have gone wrong with your submission. Please verify the accuracy of all of the information you provided.

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Why haven't I received my confirmation email?

 
If you have not received your confirmation email it means that you are not currently enrolled in Online-Only Statements. Please repeat the enrollment process and ensure that:
  • Each screen is carefully reviewed, completed and accepted
  • Your email address is correct
  • There is enough storage available with your email account
  • Any spam filters are set accordingly
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When is my Online Statement available?

 
You can access your Online Statement on the same date that your paper statement is printed and mailed. Typically, you will see your Online Statement 2-3 days sooner than your paper statement because you won't have to wait for mail delivery.

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How can I update my email address? How long until it is updated?

 
You can update your email online through Online Services or you can contact us at the number on the back of your Card and one of our representatives will be happy to make that update for you. Once you provide us with your new email address it takes effect immediately.

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How far back can I see my statements?

 
One of the great benefits of this service is how quick and easy it is to check your account history. You can view up to 6 months of your previous Online Account Statements, starting from the time of your enrollment.

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Can I still receive my paper statement?

 
You can receive both paper statements and your Online Statements, however we encourage you to enroll in Online-Only Statements* so that you can help us reduce the impact on the environment by decreasing paper use.

* Please note that Corporate Account holders are limited to the options their Company Program Administrator provides. If your organization has not approved Online-Only Statements and you wish to explore this option further, contact the Company Program Administrator within your organization.

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Can I have multiple email addresses?

 
Yes. For your convenience, you will be able to use a different email address for each Account that is enrolled for Online Statements.

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Can I still view my Online Statements after my Account is cancelled?

 
If your Account is cancelled, you will no longer have access to that Account on Online Services. Should there still be any balance owing on your particular Account, you will receive notification via regular mail.

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Why am I having difficulty printing out my Online Statement?

 
Difficulties in printing may be due to your printer settings, or you may need to download the Adobe Acrobat Reader.

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Is there a difference between the Online Statement and the paper statement?

 
The two statements are the same, however, with Online Statements, we encourage you to pay your Account using telephone or Internet banking, or by enrolling in our Pre-Authorized Payment service for future payments (Pre-Authorized Payments is available for Consumer Cards only). Click here to learn more about some easy ways to pay your bills other than using the mail.

If you are making your payment by mail or in person at a financial institution, please refrain from using your Online Statement remittance form to pay your bill. Simply enclose your cheque and ensure that your Account number is clearly written on the front on your cheque. Please allow at least 3-5 business days for payment processing using this method.

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Why am I having trouble opening my Online Statement?

 
Please ensure you have the Adobe Acrobat Reader. If you do not, you can download this free software by clicking here.

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How do I download my Online Statement?

 
Once you have logged into Online Services, simply double-click the PDF icon indicating your Online Statement date.

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Will I still get my Costco coupon/cash rebate if I enroll in Online-Only Statements and turn my paper off?

 
Absolutely. Although the Costco Coupon cannot be sent electronically, we will ensure that one will be mailed to you if you are an eligible American Express Costco Platinum Cash Rebate Cardmember.

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What is this new PDF file I'm seeing?

 
The PDF file is a replica of your paper statement. It differs from the spending history information you can see in Online Services as it outlines complete transation and payment information.

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Can I use the remittance form at the bottom of my Online Statement to make my payment?

 
With Online Statements, we encourage you to pay your Account using telephone or Internet banking, or by enrolling in our Pre-Authorized Payment service for future payments (Pre-Authorized Payments is available for Consumer Cards only). Click here to learn more about some easy ways to pay your bills other than using the mail.

If you are making your payment by mail or in person at a financial institution, please refrain from using your Online Statement remittance form to pay your bill. Simply enclose your cheque and ensure that your Account number is clearly written on the front on your cheque. Please allow at least 3-5 business days for payment processing using this method.

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How secure will my information be? I am concerned about phishing?

 
American Express takes precautions to keep your personal information private. To ensure that your information is kept secure, we ask that you follow the steps of logging into Online Services.

Phishing occurs when someone sends you a link that appears to be legitimate and then asks you to enter private information into that website. Accessing your Online Statements yourself through Online Services, without an email link provides additional security. Please see our Email Fraud Alerts for details.

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Will I still get my year end summary, my Annual Management report and Quarterly Management Report?

 
We will continue to mail these to you at the appropriate times.

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Will you use my email address for marketing?

 
This decision is entirely up to you. At the point of enrollment, and at your option thereafter, you have the option of selecting whether or not you would like to receive any marketing information. We will not sell your email address to any third parties. Please see the American Express Privacy Statement and How to Decline an Email.

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What if I don't want to receive my Online Statement notification email?

 
It is important for American Express to notify you that your Online Statement is available for viewing. It is our obligation to let you know that we have sent you the information outlining your purchasing and payment details.

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How do I contact you by email?

 
American Express does not currently provide an online response service for customer service. Depending on the nature of what you would like to discuss with us, you can visit our website at www.americanexpress.ca and choose the Contact Us link for information on how to contact different departments. If you have a customer service question, please call the number on the back of your Card.

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Can I use these Online Statements for taxes and accounting purposes?

 
Yes, your Online Statement is a replica of your paper statement and can be used for taxes and accounting purposes.

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Can I arrange for my spouse/family member to view my Online Statement?

 
American Express is committed to keeping your information private. Only you can view your personal information by logging into Online Services. For your protection, American Express does not share this information with anyone else including your family members. It is important that you never share your passwords with anyone as this would allow them access to your information and Online Services. As an extra security measure many people will close their browser down after accessing Online Services via a public computer.

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How do I go back to receiving paper statements?

 
You can return to receiving paper statements at anytime by logging into Online Services and selecting the Save Paper with Online Statements link to change your statement preference.

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How do I order paper statements from the past?

 
If you require a historical statement you can contact our customer service department at the number on the back of your Card and request the statements you require. These statements will be mailed to you and applicable charges may apply as per the terms and conditions of your Account. The great thing about having the online service is that you can view up to 6 months of previous statements from the date of enrollment any time at no charge.

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Can I sign up for Online-Only Statements via telephone or do I have to do it online?

 
In order to sign up for Online-Only Statements, we ask that you enroll online. Changes after you enroll can be made either online or via telephone.

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How much of a savings is it to me to enroll in Online-Only Statements?

 
This is a free service designed to save you time and make your business with us as efficient as possible. Although you don't receive any cost savings by enrolling in this process, you will be helping American Express protect the environment by reducing the amount of paper we use.

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Will I still get new offers now that I am enrolled only online?

 
With Online-Only Statements you will continue to get marketing messages that are printed on the Online Statement itself. You may no longer receive the inserts and special notices that were previously sent with your mailed statement.

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Can I download the Online Statement into applications such as Excel?

 
Your Online Statement is only available in PDF format. If you would like to save the transaction details that appear on your statement in other applications such as Excel, you can download the details from the My Summary page.

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I received my paper statement, but I thought I was enrolled in online...

 
Depending on when you enrolled in Online-Only Statements, your printed statement for that month may have already been in our queue for processing. If this is the case, then your printed statement would be delivered to you that month, with full online delivery beginning the month after. You can always confirm your enrollment in Online-Only Statements through the Online Services.

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