Start of menu
Search US website
Close Menu

Frequently Asked Questions

Enrollment

Do I need an American Express® Card to sign up for the FX International Payments service?
No, the American Express Card is not needed to open an FX International Payments account, nor is it required to make a transaction. We automatically withdraw funds from your authorized bank account each time you make a transaction.


Online Services

I have submitted a transaction via the Internet. How do I know you have received it?
FX International Payments from American Express is a real time system. We have a dedicated team that tracks all new transactions. You can check the status of your transactions online anytime using the View Transaction History feature.

Will my existing beneficiary standing orders appear on the Internet site?
If you selected that option on the Internet sign-up sheet, we will make your existing beneficiaries available online.

How can my beneficiary and I receive confirmation of a payment transaction?
For wire and draft transfers, FX International Payments from American Express can automatically and seamlessly send confirmation emails to the initiator of the payment and beneficiary. This will save you the hassle of informing your beneficiary or any other parties that a payment has been initiated. Plus, it will give you reassurance that the payment is underway.

Will I be able to see my phone and fax wire transfer request on the Internet?
Yes, phone and fax transactions will appear in the View Transaction History feature on the Internet.

I have lost my password. What do I do?
We can cancel your password and re-issue a new password for you immediately.

Why does my web browser not work with the American Express FX International Payments web site?
The American Express FX International Payments site works with most internet browsers. Please contact our Customer Service team at 888-391-9971 Monday through Friday, 24 hours a day (EST) for further assistance.

What are your foreign exchange rates?
Although exchange rates are subject to global market forces and change continuously, you can be assured that we offer competitive rates on all foreign currencies offered.

How much does it cost to open an FX International Payments account?
Enrollment is free. There are no obligations.

Are there any monthly service fees?
There are no monthly service fees.

How is the Wire Transfer Fee paid?
We automatically deduct it from your bank account each time you make a transaction.


Products & Services

How can I get notified of favorable exchange rates?
With FX International Payments from American Express, you can request to receive automated updates on currency fluctuations during a period of time. With Rate Alert, FX International Payments will send you information by SMS, email or your Inbox. This will allow you to capitalize on favorable exchange rates, avoid having to monitor the market constantly and allow you to have more time to manage your business and decrease your costs.

What foreign exchange products do you offer?
Currently, we offer wires and drafts in foreign currencies, including most exotic currencies. We also offer US dollar wires, and convert foreign currency wires, cash letters and collection items into US dollar value.


Transactions & Customer Service

What are your hours of operations?
You may initiate a transaction over the Internet 24 hours a day, 7 days a week. Our Customer Service line is available to assist you at 888-391-9971, Monday through Friday, 24 hours a day (EST).

What if I have a problem or a complaint about my transaction?
If you have a problem or a complaint, contact the customer service department of American Express Travel Related Services Company, Inc. by calling 1-888-391-9971.

NOTICE TO TEXAS CLIENTS: After contacting our customer service department, if you still have an unresolved complaint regarding our money transmission service, please direct your complaint to: Texas Department of Banking, 2601 North Lamar Boulevard, Austin, Texas 78705, 1-877-276-5554 (toll free), www.dob.texas.gov.

How do I raise a complaint or find more information about your money services business?
Click here for information about addressing complaints regarding our money services business, lists of our money services business licenses and other disclosures.

How long does it take for the transaction to be completed?
Most transactions are fulfilled under 48 hours.

How does FX International Payments from American Express receive the cover needed to make a wire transfer?
During account set-up, FX International Payments will set up an agreement with your bank that will allow us to electronically withdraw funds from your bank account. Subsequently, when your company requests a wire transfer, we will contact your bank on your behalf to withdraw funds to complete the transaction. Also, you can wire us the cover directly.

Do I need to set up a separate bank account just to be used for FX International Payments services?
No, there is no need to set up a separate bank account. We will electronically debit the wire transfer amount you requested from your existing bank account. You may also set-up multiple bank accounts from which we can electronically debit your various wire transfers customized to your business needs.

Is there a minimum/maximum limit per transaction?
No, however we adhere to the US government banking regulations and local banking regulations in foreign markets. If a transaction raises minimum/maximum issues, we will contact the account owner immediately to help in resolving it.

What if I submit a Transaction Request and I want to cancel it?
If we have not already completed your transaction, we will make every effort to accommodate your cancellation request. Otherwise, we will have to follow the applicable banking standards for recalls. You can also contact our dedicated Customer Service team at 888-391-9971 Monday through Friday, 24 hours a day (EST). We will do our best to assist you with your cancellation request.


Safe and Secure

What is American Express' security policy?
You can learn more about American Express’ security policy by visiting American Express’ Fraud Protection Center at www.americanexpress.com/fraudprotection.

What is Phishing?
Phishing (pronounced "fishing") refers to fraudulent communication designed to deceive consumers into divulging personal, financial or account information to enable identity theft. Phishing e-mails continue to be prevalent for individuals and companies. Spoofing well-known companies, these e-mails ask consumers to reply, or "click" a link to a fraudulent web page that will ask for personal information, such as their credit card/bank account number, Social Security number, date of birth, account password, on-line user id, and other information.

For more information about phishing, please visit American Express’ Fraud Protection Center at www.americanexpress.com/fraudprotection.

What does Phishing look like?
Phishing e-mails often try to create a false sense of urgency intended to provoke the recipient to take immediate action. For example, phishing e-mails frequently instruct recipients to "validate" or "update" account information or face cancellation. Be very cautious of any email asking you to update sensitive information particularly, if it has a generic greeting.

Always be suspicious of e-mails that do not greet you by name. While not impossible, it is more difficult and costly for phishers to associate an e-mail address with the e-mail owners name on a mass scale. Because of this, phishing e-mails most often are addressed generically like "Dear Customer."

What can I do to protect myself from Phishing?
Follow these five simple steps to protect yourself from Phishers:
1) Be suspicious of any email that does not address you by name.
2) Navigate to banking or other financial institutions web-sites by typing the URL into the address bar of your web browser instead of clicking a link in an email.
3) Ensure that you are using up-to-date personal firewalls and anti-virus software on your computer.
4) Read your bank statements, credit report, and credit card statements regularly.
5) Have the American Express website remember your User ID on your computer, so when you return your User ID will automatically entered into the Sign In box. A fraudulent website (spoof site) will not be able to display your User ID, letting you know that you are not on the genuine American Express website. Note: Do not use the Remember Me functionality on a public or shared computer, like at a public library.

How can I keep my personal information secure?
1) Do not keep your passwords or login details written down or saved on your computer.
2) Destroy, preferably shred, any documents or receipts that contain personal financial information when you dispose of them.
3) Do not disclose login details or passwords in response to unsolicited emails claiming to be from your bank, credit union credit card company, or social networking site.
4) Only divulge your details in a telephone conversation when you have instigated the call and are familiar with the company.
5) Use secure websites by ensuring that they begin with https:

What do I do if I suspect a Phishing e-mail?

If you suspect a phishing email, do not reply to the email and never follow any links. If you receive an email relating to American Express that you believe could be fraudulent, forward the email to us at spoof@americanexpress.com.  Please do not include your account number in the email. If you feel your American Express account information n has been compromised, please contact us immediately at 1-888-391-9971.

How can I ensure that messages from FX International Payments are genuine?
FX International Payments from American Express may email you or send you a text message from time to time, but we will never send you an email or text message asking you to enter your Internet Banking details either through an email, text message or website.

Back to top
Back to top