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Frequently Asked Questions
American Express SafeKeySM

1. What is American Express SafeKey?
American Express SafeKey helps to prevent unauthorised online use of your American Express® Card by confirming your identity with a different dynamic One-Time Password (OTP) for each transaction you make with participating online merchants
2. Doesn't American Express provide Online fraud protection?

Yes, American Express provides online protection for our customers through our Online Fraud Protection & Guarantee*. American Express SafeKey is launched as part of our continuous efforts to let our customers shop in a safer and more secure online environment.

*We will guarantee protection against fraudulent transactions on your Card, provided you have taken responsible care, notified us immediately and complied with your Card Terms & Conditions.

3. Do I have to pay for American Express SafeKey?
No, you do not have to pay for this service. However, please check with your mobile and/or Email service provider to see if charges for SMS or Email apply to your mobile phone and/or Email account.
4. Do I need to register for American Express SafeKey?
You are automatically enrolled for American Express SafeKey. There is no additional action that you need to take for your existing Cards, when you get renewal cards, or when you open additional new accounts other than ensuring your mobile phone number and/or Email address on file with American Express is up to date for all of your American Express Cards. This also includes Supplementary Cards that you hold.
5. How do I know if my mobile phone number and/or Email address on file for my American Express Card is up to date?
You can proactively confirm the mobile phone number and Email address you have on file for all of your American Express Cards either by logging in to your Online Services account at https://www.americanexpress.com/sg/ or by calling the number on the back of your Card.
6. I have basic and supplementary American Express Cards that are used by different people. Can I have the OTP sent to the specific people using each Card?
Yes, the account numbers for the basic and supplementary Cards are different and different contact details can be added for each account. You only need to provide the correct contact details to be associated with the basic and supplementary Card account.
7. I have a mobile phone number and Email address on file for my basic American Express Card. Will this information apply to all of my supplementary Cards as well?
No, each supplementary Card account can have a different mobile phone number or Email address associated with it. If a mobile phone number or Email address has not been put on file for the supplementary Cards, please update the details on file for the other Cards as needed. Please refer to Point 15 on how you can update the contact details.
8. I am using a supplementary Card and have added my mobile phone number and/or Email address that is different from the basic Cardmember’s contact details. Will my update on the supplementary Card change the contact details on file for the basic Card?
No, the contact detail update for the supplementary Card will not change any details on file for the basic Card or other supplementary Cards. It applies to the unique supplementary Card account only.
9. How do I shop with American Express SafeKey?
When you enter your American Express Card number for payment at a participating online merchant, an American Express SafeKey screen will appear automatically. You will be prompted to enter your OTP, which will be sent to both your Singapore mobile phone number and Email address on file, or either option where only one contact channel is provided. Once your OTP is verified, your online transaction will be processed.
10. I am making a purchase, but the American Express SafeKey screen displays a masked mobile phone number and/or Email address that are not up to date, what can I do?
When you checkout with American Express SafeKey, the masked mobile phone number and Email address to send the OTP to are displayed. We will attempt to send the OTP to both your mobile phone and your Email address. If one is outdated, you can use the other to obtain the OTP. If they are both outdated, please click the update contact details button at the bottom of the OTP entry screen displaying on the merchant’s page. On the ‘Update Contact Details’ screen, please answer the security questions correctly and update your mobile phone number and/or Email address. Once completed, another OTP will be sent to these new details, and you can complete your purchase. We encourage you to keep your contact details up-to-date to receive important servicing notifications and information about your Card accounts. If you experience any difficulties, please call the number on the back of your Card.
11. Why is an OTP required to complete an online purchase?
The OTP helps to protect you against online fraud. It is a secure way to authenticate the customer using an American Express Card for an online purchase is the rightful owner.
12. How do I receive the OTP?
You will receive your OTP via SMS and/or Email address depending on the contact details you have put on file for your American Express Card that you are using for your purchase. If you have both mobile phone number and Email address on file for that Card account, you will receive the OTP in these 2 channels.
13. Do I have to enter an OTP for all online purchases?
No. This measure only applies for purchases made at participating merchant websites that support the American Express SafeKey authentication protocols.
14. Do I need to provide my mobile phone number or Email address to American Express to receive the OTP?
Yes, you need to provide your mobile phone number and/or Email address to receive an OTP via SMS and/or Email. Supplementary Cardmembers will also need to provide contact details, as the OTP triggered is specific to the Card number used in the transaction. It is important that you update the mobile phone number and/or Email address associated with each of your Supplementary Card accounts. Please refer to point 15 on how you can update your contact details with American Express. Please note that the SMS facility is only available for Singapore mobile phone numbers. If you do not have a Singapore mobile phone number, you can receive the OTP via Email only.
15. How do I update my contact details with American Express?
You can update your contact details through the phone, your Online Services account at https://www.americanexpress.com/sg/ , or via the update contact details link on the OTP entry page during checkout. Any updates you make to your contact details for your account alerts will automatically apply to SafeKey, and we will send future alerts and communications you have previously registered for to the updated contact details.
16. How long is an OTP valid for?
The OTP is valid for 180 seconds from the time it is triggered.
17. How do I know if a merchant supports American Express SafeKey?
Participating online merchants will display the American Express SafeKey logo on their websites.
18. I am checking out at an online merchant, why am I not prompted for an OTP?
If the merchant is not American Express SafeKey compliant, you will not be asked for your OTP. Only participating American Express SafeKey merchant sites require the American Express SafeKey OTP.
19. It’s been over 180 seconds and I have not received my OTP, can I have it re-sent again?
The OTP is valid for 180 seconds after it is triggered. If you click the “Resend OTP” button within the 180-second time frame, a new OTP will be sent to you. After 10 minutes, your entire SafeKey session will expire. If you click “Resend OTP” after the 10 minute time frame has expired you may be prompted to restart the transaction. Restarting the process will generate and trigger a new OTP.
20. What should I do if someone has changed my contact details fraudulently or if I identify a fraudulent purchase on my Card account?
If you ever suspect fraudulent contact information changes or purchases have been made on your American Express Card account, please contact Customer Services immediately by calling the phone number on the back of your Card.