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My Merchant Account/OMS FAQs

Below you'll find answers to some of the most common questions about My Merchant Account/OMS.

The benefits to you are convenience, control and flexibility. With My Merchant Account/OMS, you have 24/7 access to view submissions and payments, manage disputes, and update your account information - all in one secure location. You will also cut down on paper by receiving your statement electronically. In addition, you save money by avoiding any fees associated with receiving a paper statement. To get started, click here or call 1-866-220-4272 to enroll.

First, create your American Express User ID and Password. If you already have an American Express User ID and Password, then you will need to have the following information handy: your name, Company Name, Business ZIP Code, E-mail Address, American Express Merchant Number, Bank Account ABA (routing number), and DDA (account number). Click here to enroll now. You may also contact Online Technical Support at 1-866-220-4272 to enroll.

When you enroll in My Merchant Account/OMS, you can select what information you want to see and manage online: Payments, Disputes, and Account Information. In Payments, you can see all your submissions, view pending payments, search for payment information, and receive your monthly E-Statement. In Disputes, you can receive notification of new and urgent disputes, respond to disputes online with supporting documentation, and track cases and updates. In Account Information, you can update your account specifics, add business locations and even change your banking account information online using our secure authentication process.

With My Merchant Account/OMS, you will receive your monthly statement electronically. You can also view your payments and submissions data at any time between statements — both at summary- and transaction-level detail. In addition, you can download your payments information into spreadsheet applications such as Microsoft® Office Excel for more detailed analysis.

After you set up My Merchant Account/OMS and enroll in the Payments function, you will no longer receive paper statements. Each month, you will receive an e-mail notification that your statement is available, with a link that allows you to access your E-Statement instantly and securely. By receiving your statement electronically, you can avoid any fees associated with paper statements.

When you enroll in the Disputes function in My Merchant Account/OMS, you can see all of your disputes information in one place. The Disputes dashboard will show you new inquiries, urgent inquiries, new chargebacks and new case updates. You can see details of the dispute, respond online with supporting documentation, and track the status of all inquiries and chargebacks. Managing disputes online saves you time, cuts down on paperwork and helps you avoid no-reply chargebacks.

After you set up My Merchant Account/OMS and enroll in the Disputes function, you will no longer receive paper dispute letters. You will start receiving courtesy e-mail notices whenever you have a new dispute online. You will see all customer disputes in the Disputes section of My Merchant Account/OMS, where you can respond online and attach supporting documentation.

My Merchant Account/OMS gives you 24/7 access to update your merchant account information. After you have enrolled and logged into My Merchant Account/OMS, make sure you have selected "Update Your Merchant Account." If you're not enrolled, click here to get started managing your account online, or call Online Technical Support at 1-866-220-4272 to set up your account.

With My Merchant Account/OMS, you can update your merchant banking information online at any time. For your security, additional authentication is required for banking updates.

Adding new business locations to your merchant account is easy with My Merchant Account/OMS. After you have enrolled and logged in to My Merchant Account/OMS, click on "Set up a New Location to Accept American Express." For technical support, contact the Online Technical Support team at 1-866-220-4272.

Yes, you can enroll and manage multiple locations in My Merchant Account/OMS. You have the flexibility to view and download payment information for all locations or just a single location.

American Express currently offers this service free of charge to merchants. To become an American Express merchant, click here. To enroll in My Merchant Account/OMS, click here or contact Online Technical Support at 1-866-220-4272.

For assistance with enrollment, site navigation or using any features of My Merchant Account/OMS, you may contact Online Technical Support at 1-866-220-4272. There is also a live chat feature that allows you to ask questions online in real time while using My Merchant Account/OMS. Hours for Online Technical Support are Monday — Friday, 9:00 a.m. to 7:30 pm ET.

The Secure Message Center is a secure email channel for communicating with American Express about your account. You will receive a notification that the email was received and should expect a response from American Express usually within one business day.
To access the Secure Message Center, click on Manage your Account Tab on the top navigation bar and login with your Merchant Account/OMS ID and password.

Any active American Express Merchant in the U.S. with a My Merchant Account/OMS user ID is eligible to use SMC, excluding Merchants on the OMS Multicurrency platform.

Secure Message Center is located within the secure area of the American Express website. Messages sent and received are protected during transmission using Encryption technology.

The Secure Message Center gives you a secure channel to ask questions or request maintenance that is specific to your account, including questions about your statement, fees or account updates. As an alternative to calling customer service, the Secure Message Center gives you another convenient way to communicate with American Express about your account.

American Express sends responses to your Secure Message Center Inbox in order to protect you and your account. By logging into the Secure Message Center, we are able to verify your identity. This helps to ensure that your information will not be viewed by others. For your convenience, when an answer to your question is ready, we notify you through your email address on file that you have new messages in your Secure Message Center.

In most cases, you will receive a response update from American Express within 1 business day. Based on size and complexity, some requests may take longer.

If you are unable to access My Merchant Account/OMS or if the website is not responsive, call Online Technical Support at 1-866-220-4272. For all other questions about your Merchant Account, contact us at 1-800528-5200.

Alerts are automatic notifications delivered to either to your mobile phone via text message or to your email address (as per your preference). American Express currently offers 5 types of Merchant Account Update Alerts. Your merchant account is monitored daily for changes or additions to key information. When account updates occur, you will receive an account update alert. The Payment Deposit Alert notifies you that payment has been posted by American Express to your bank account, allowing you to stay on top of positive cash flow. If you receive an alert and do not know the cause of the inquiry, you should contact American Express Customer Service at 1-800-528-5200 (Monday – Friday, 8:00 a.m. – 8 p.m. ET).

No. You will continue to receive account-related communications by postal mail. Merchant Account Alerts will not replace the postal mail communications.

With the exception of Government accounts, some airline entities, multi-currency and OnePoint merchant accounts, all merchant accounts are eligible to enroll in Alerts. Note: To activate Alerts a merchant must have an active My Merchant Account/OMS profile. To enroll go to: americanexpress.com/mymerchantaccount or call the Online Technical Help Desk at 1-866-220-4272 (Monday – Friday, 9:00 a.m. – 7:30 p.m. ET).

Alltel, AT&T, Nextel, Sprint, Verizon Wireless and U.S. Cellular are participating wireless carriers in the Merchant Alerts program. T-Mobile is currently not supported, but plans are underway to enable T-Mobile very shortly.

The security of merchant financial and personal information is important to American Express. To learn more, please visit the Merchant Account Alerts Terms and Conditions and the American Express Privacy Statement.

In order to enroll in Alerts you need an active My Merchant Account/OMS profile.
1- Go to americanexpress.com/MyMerchantAccount
2- Log In (existing OMS users) or Enroll (to create a new OMS account).
3- Click on the Set Alerts link located at the top right corner of the My Merchant Account/OMS home page and follow the instructions on the screen.
For help with enrollment to My Merchant Account/OMS and Alerts, call the online technical help desk at 1-866-220-4272 (Monday – Friday, 9:00 a.m. – 7:30 p.m. ET). Note: As a courtesy and fraud preventing measure, Authorized Signers and Significant Owners will automatically receive all Update Alerts via email without having to register to My Merchant Account/OMS.

Setting alerts preferences is very quick and simple.
Click on Alerts and Communication Preferences link on My Merchant Account/OMS top navigation bar (under Manage Your Account tab) and follow the instructions on the screen.

To cancel an alert, simply log into My Merchant Account/OMS, click on Alerts and Communication Preferences link on the top navigation bar (under Manage Your Account tab), and follow the instructions on the screen. . It is also possible to cancel the receipt of an alert by email by following the instructions provided in any alert email. To cancel a subscription to a text alert service, simply reply "STOP" to the alert you receive from American Express. For your protection, you will receive a confirmation cancellation text message. If you require information or assistance, you can reply "HELP" to any text alert received from American Express, or call the Online Technical Help Desk at 1-866-220-4272.