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RECEIVE ALERTS – YOUR QUESTIONS ANSWERED

General Questions About the Payment Received Account Alert About the Payment Due Account Alert About the Payment Reminder Account Alert (Corporate Accounts Only) About the Approaching Line of Credit/Spending Limit Account Alert About Delivery Options Profile, Privacy, & Contact Us Troubleshooting
 
 
 
 
 
 

Do I have to pay for this service?

 
No. Account Alerts is a free service from American Express. However please check with your cell phone service provider to see if charges will apply to your account for text messages.

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How do I add an Account Alert?

 
From the Account Alerts Home Page, click on the "Account Number" or "Change"link, within the "Select Account" box. Select delivery method for the Account Alert(s) you would like to receive and click "Next". Add your email address and/or cell phone number and text messaging preferences and click on "Next". Review your choices and click "Confirm".

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What if my phone company charges me for an Account Alert that I didn't receive? Who should I call?

 
Contact your cell phone service provider if you are charged for an Account Alert that you did not receive.

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Can my Supplementary Card Accounts register for Account Alerts?

 
No, only the Basic Cardmember can register for Account Alerts. However, once the Basic Cardmember is registered, he/she will receive the Account Alerts based on all Account activity, including all Supplementary Card accounts.

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If I am the Basic Cardmember and have Supplementary Cards on my Account, do I need to register each of my Supplementary Cards to get Account Alerts?

 
No. Once the Basic Cardmember registers for Account Alerts, he/she will receive Account Alerts based on his/her entire account activity.

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Are all my American Express Cards eligible to receive all Account Alerts?

 
All American Express Card products may enroll in Account Alerts. However, not all Card products are eligible to receive all Account Alerts. Our systems are able to monitor which Account Alerts apply to specific Card products, so you will only be able to enroll in Account Alerts that apply to you.

Please check back periodically to see if your Card is eligible to receive the Account Alert you are interested in.

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How do I edit my Account Alerts?

 
From the Account Alerts Homepage, click on the "Account Number" or the "Change" link beside the Account Alert that you would like to edit.

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How do I pause my Account Alerts?

 
If you would like to suspend your Account Alerts service, simply click on the "Hold My Account Alerts" link on the Account Alerts Homepage.

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How do I turn my Account Alerts back on?

 
To reactivate your Account Alerts service, go to the Account Alerts Homepage and click on the "Resume My Account Alerts" link. This is in the same location where you paused your Account Alerts service.

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How do I turn my Account Alerts off?

 
Go to the Account Alerts Homepage and click on the "Account Number" or the "Change" link. Change the delivery method for the Account Alert to "Off", click "Next" and then click "Confirm".

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What does the Payment Received Account Alert mean?

 
The Payment Received Account Alert means that we have posted a payment to your card account. However, depending on the payment method that you used, the funds may not have been collected yet. If the payment is subsequently not honoured, the credit to your card account will be reversed. Please also ensure that you allow sufficient time for us to receive your required payment by the payment due date.

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Does my Payment Received Account Alert mean you have withdrawn the funds from my bank account?

 
Not necessarily, depending upon your method of payment. Your payment may not have cleared the banking system. The Payment Received Account Alert only indicates that we have recorded a payment for your Account.

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Am I still responsible if I don't have the funds to cover that payment in my bank account?

 
Yes, you are still responsible if American Express cannot collect the funds for this payment.

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What does the Payment Due Account Alert mean?

 
The Payment Due Date Account Alert reminds you of an upcoming payment due on your Account. For Credit Cards the Alert will contain your minimum payment due and balance in full (New Balance); Charge Cards will only display the full balance, which constitutes the payment due. The email Alert will also remind you of the payment due date.

As an added feature of this Alert, if you have forgotten to make a payment, we will automatically send a Missed Payment Alert so that you can make your payment promptly. If you have a Credit Card, please make at least your minimum monthly payment promptly or you may not maintain your current Interest Rate.

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Why did I receive a Payment Due or Missed Payment Account Alert when I already made a payment on my Account?

 
Depending upon your method of payment, your payment may not have cleared the banking system and been received by American Express before the Account Alert was generated. If you have already made your payment, please disregard the Alert.

To learn when your payment has been posted to your Account, please login to Online Services and check your balance in My Account on www.americanexpress.ca.

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Why can I register for the Payment Due Account Alert for one of my American Express Cards and not for another?

 
All American Express Card products issued by Amex Bank of Canada may enroll in Account Alerts. However, not all Card products are eligible to receive all Account Alerts. The Payment Due Account Alert does not apply to you if you have a Corporate Card.

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When will American Express send the Payment Due Account Alert?

 
Once enrolled, American Express will send this Account Alert once your payment due date is within the time frame you set to be notified. For example, if you choose to be notified six days before your payment due date on a Credit Card, you will receive the Account Alert six days before your payment due date.

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What if I don't receive an Account Alert one month?

 
This Account Alert is only a friendly reminder and does not replace your monthly statement. You are still responsible for making sure your payment is received by the required date. Please note: for first-time enrollees, allow one billing period to pass before receiving your first Account Alert.

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Is there any reason why I will not receive a Payment Due Account Alert?

 
You will not receive a Payment Due Account Alert if there is no activity on your account for that month, you have enrolled in our Pre-Authorized Payment Plan, or your payment has already been received for that month.

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What does the Payment Reminder Account Alert mean?

 
The Payment Reminder Account Alert reminds you a specified number of days have passed since the issuance of your billing statement, should a balance remain on your account. If you have already scheduled or made a full payment, please disregard this message.

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Why did I receive a Payment Reminder Account Alert when I already made a payment on my Account?

 
Depending upon your method of payment, your payment may not have cleared the banking system and been received by American Express before the Account Alert was generated. If you have already made your full payment, please disregard the Account Alert.

To learn when your payment has been posted to your Account, please login to Online Services and check your balance in My Account on www.americanexpress.ca.

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Why can I register for the Payment Reminder Account Alert for one of my American Express Cards and not for another?

 
All American Express Card products issued by Amex Bank of Canada may enroll in Account Alerts. However, not all Card products are eligible to receive all types of Account Alerts. The Payment Reminder Account Alert only applies to you if you have a Corporate Card.

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When will American Express send the Payment Reminder Account Alert?

 
Once enrolled, American Express will send this Account Alert once your payment reminder date is within the time frame you set to be notified. For example, if you choose to be notified twenty days after your billing statement was issued, you will receive the Account Alert twenty days after your billing statement was generated by American Express.

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What if I dont receive a Payment Reminder Account Alert one month?

 
This Account Alert is only a friendly reminder and does not replace your monthly statement. You are still responsible for making sure your payment is received by the required date. Please note: for first-time enrollees, allow one billing period to pass before receiving your first Account Alert.

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Is there any reason why I will not receive a Payment Reminder Account Alert?

 
You will not receive a Payment Reminder Account Alert if there is no debit balance on your account for that month, your full payment has already been received for that month, or your Corporate Card has been cancelled.

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Why can I register for the Approaching Credit Limit/Spending Limit Account Alert for one of my American Express Cards and not for another?

 
All American Express Card products may enroll in Account Alerts. However, not all Card products are eligible to receive all Account Alerts. This service does not apply to you if you have a Charge or Corporate Card.

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When will I receive the Approaching Credit Limit/Spending Limit Account Alert?

 
You will receive this Account Alert once your available credit/spending limit is within the dollar amount you set to be notified at. For example, if you choose to be notified when you are within $300 of your credit/spending limit and your limit is $1,000, you will receive the Account Alert when your balance totals $700 or greater. Please note that charges and authorization fees are included in calculating your available credit/spending.

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Why is there a discrepancy between the available credit/spending in my Account Alert and my balance online?

 
The available credit/spending in the Account Alert is based on real-time charge and authorization information for your account. Since information on our website is updated daily you may see different information by logging into My Account on https://www65.americanexpress.com/alerts/en_CA/authreg/www.americanexpress.ca until your next update.

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What devices do I need to have to receive Account Alerts?

 
To receive Account Alerts you must have an email address or a cell phone with text messaging. Note: Please check with your cell phone service provider regarding any fees associated with text messaging.

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How do I get text messaging on my cell phone?

 
To subscribe for text messaging, contact your cell phone service provider for rates and service plans.

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Can I send an Account Alert to more than one email address/cell phone number?

 
Account Alerts allow for one email address and one cell phone number.

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How do I add an email address/cell phone number?

 
To add an email address or a cell phone number, go to the Account Alerts Home Page and click on "Change" beside the Account Number for which you wish to change/add your delivery information. Click on "Contact Details" to add or edit any email address or cell phone number. Click on "Next" and then "Confirm" to complete this update.

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Why is my email address/cell phone number invalid?

 
Check the information you entered and make sure there are no spaces or invalid punctuation. For email addresses, please ensure you included an appropriate email extension (.ca, .com, .net, etc).

For cell phones, you must enter your full phone number (e.g. 4165559514). Please check with your service provider to confirm your address.

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What happens if I lose my phone?

 
If for any reason you lose your phone, or it is stolen, you can do one of two things:
  1. Put all of your Account Alerts on hold.
  2. Change your Account Alerts by going into Accounts Alerts and selecting either to Turn Off the Account Alert or have the Account Alert sent via email.
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How do I change my email address/cell phone number for an Account Alert?

 
To change an email address or a cell phone number, go to the Alerts Home Page and click on "Change" beside the "Account Number" for which you wish to change your delivery information. Click on "Contact Details" to edit any email address or cell phone number . Click on "Next" and then "Confirm" to complete the change.

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Will my Account Alerts be stored if I turn off my phone, if I'm out of range/roaming, or while I'm on the phone?

 
In most cases, your Account Alerts will be stored if your phone is off, out of range/roaming, or while you are on the phone. Please contact your cell phone service provider for more information.

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Will I receive Account Alerts on my cell phone when I leave the country?

 
If you have global capabilities, you will be able to receive an Account Alert. However, if your device does not have global capabilities, in most cases your Account Alert will be stored on your device for you to pick up later. Please contact your service provider to determine how long Account Alerts can be stored on your cell phone.

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Why is there a delay in receiving Account Alerts on my cell phone?

 
You may experience delays as a result of your cell phone service provider. Please contact your service provider for more information.

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What is the American Express Privacy and Security Policy?

 
American Express will never sell, rent, or loan your email address, cell phone number or any identifiable information about you to any third party without your consent.

Log-in areas on www.americanexpress.ca require that your browser accept cookies. (A cookie is a small amount of information that is sent to your browser from a Web server and is stored on your computer's hard drive.) We use cookies to remind us who you are and to access your account information to display and track your reservations. Please be aware that a cookie cannot spread computer viruses, retrieve any other data from your hard drive, or capture your email address.

American Express respects your privacy, and we maintain your profile information on a secure server. Click here to see the American Express Privacy Statement.

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How do I contact American Express?

 
If you have any feedback you'd like to give us concerning Account Alerts, or if you are having problems using the service, call us 24 hours a day, 7 days a week, at the telephone number on the back of your American Express Card.

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Will my email address or cell phone number be shared?

 
American Express will never sell, rent, or loan your email address, cell phone number or any identifiable information about you to any third party without your consent. American Express respects your privacy, and we maintain your profile information on a secure server.

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Will I receive "spam" solicitations?

 
No, you will never receive "spam" solicitations. You will only receive the messages that you have set up. Click here to see American Express's Privacy Statement.

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What should I do if I have any problems with delayed or unreadable messages?

 
For any problems regarding delayed or unreadable Account Alerts, or if you are not receiving any Account Alerts, please call American Express at the telephone number on the back of your Card.

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