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Frequently Asked Questions

Important information to know about the American Express® Prepaid Card.
What is the American Express Prepaid Card and how does it work?
  • What is the American Express Prepaid Card?

    The American Express Prepaid Card is a prepaid, reloadable Card that gives you a safe and easy way to manage spending for yourself or the people you choose. An adult 18 years of age or older can order the American Express Prepaid Card. The Card Purchaser loads the Card with funds upfront and can reload it so that the American Express Prepaid Card User can use it again and again.

  • How does the American Express Prepaid Card work?

    The Card is easy to use - just load, spend, repeat.

    1. LOAD Add money online or by phone, from a bank account or with cash.

    2. SPEND You, or the people for whom you've ordered the Card, can use the Card at millions of locations around the world: in stores, online, and at ATMs. (American Express does not charge an ATM fee for the first withdrawal in each calendar month). American Express charges $2.00 per ATM withdrawal thereafter, which is assessed against the Card balance. Please note: ATM owners/operators may charge their own fees for ATM transactions.

    3. REPEAT You can reload the Card as often as you wish either online or by phone. Plus, you and the people for whom you've ordered the Card can set up an online account to check the Card balance, view transactions and set up alerts. Maximum and monthly load limits apply.

  • Who can use the American Express Prepaid Card?

    Only the American Express Prepaid Card User whose name is on the front of the Card may use the American Express Prepaid Card. All American Express Prepaid Card Users must be at least 13 years of age.

  • Where can an American Express Prepaid Card be used?

    The American Express Prepaid Card can be used virtually wherever American Express® Cards are accepted worldwide. This includes mail-order, online, and in-store locations. You can also use it to withdraw cash from ATMs (American Express does not charge an ATM fee for the first withdrawal in each calendar month). American Express charges $2.00 per ATM withdrawal thereafter, which is assessed against the Card balance. Please note: ATM owners/operators may charge their own fees for ATM transactions. The Card may not be used in casinos or for car rental reservations. The American Express Prepaid Card may not be used for illegal activities. 1American Express is not liable for any harm caused by transactions that occur as a result of inaccuracies in Merchant classification. Merchant categories are determined by Merchants and other parties. See Cardmember Agreement for details.

  • What is a Temporary American Express Prepaid Card?

    A Temporary American Express Prepaid Card is a card you would have purchased at a retailer, which can be used at virtually any merchant in the US that accepts American Express Cards. The temporary card is non-reloadable, has no ATM access, and does not provide many of the features and benefits of the American Express Prepaid Card.

  • Is identification or ID required to use the American Express Prepaid Card?

    Most merchants will not require identification when using the American Express Prepaid Card. However, depending on the store policies, a merchant may request identification before processing an American Express Prepaid Card transaction.

  • Can the American Express Prepaid Card be used at ATMs?

    Yes, the permanent American Express Prepaid Card can be used at an ATM. (American Express does not charge an ATM fee for the first withdrawal in each calendar month). American Express charges $2.00 per ATM withdrawal thereafter, which is assessed against the Card balance. Please note: ATM owners/operators may charge their own fees for ATM transactions. The amount the American Express Prepaid Card User can withdraw depends on the available funds on the Card, but cannot exceed $400 per day.

    In the U.S., you can use the Card at most ATMs to access your available funds.

    If you plan on traveling internationally, please contact Customer Service at 1-866-207-7970 (International Collect 1-801-849-2000) to inquire about availability of ATM access abroad.

  • Can the permanent American Express Prepaid Card be used abroad?

    Yes, the American Express Prepaid Card is accepted virtually everywhere American Express® Cards are accepted worldwide.

  • Does the American Express Prepaid Card have a minimum or maximum balance requirement?

    There is no minimum balance requirement for the Card, and no initial load requirement at purchase. When loading using your bank account, the minimum load is $25 and the maximum load is $2,500 per day, when loading using cash, the minimum load is $20 and the maximum load is $1,000 per day, and when loading via Direct Deposit, the maximum load is $5,000 per day.

    You can add money to the Card using your bank account or cash until your balance equals $2,500, or using Direct Deposit until your balance equals $5,000. The maximum amount you may load to the Card in any month is $2,500 (bank account or cash); $5,000 (Direct Deposit).

  • Are there fees associated with the American Express Prepaid Card?

    Below is a list of the fees associated with the American Express Prepaid Card:

    ATM FEE American Express does not charge an ATM fee for the first withdrawal in each calendar month. American Express charges $2.00 per ATM withdrawal thereafter, which is assessed against the Card balance. Please note: ATM owners/operators may charge their own fees for ATM transactions.

    RELOAD FEES American Express does not charge a fee for reloads made through bank accounts and direct deposit linked to the Card on the American Express website. For cash loads, MoneyPak® fee of up to $4.95 applies. Vanilla Reload fee of up to $3.95 applies.

  • Why am I asked to enter my Social Security Number when I order an American Express Prepaid Card online?

    American Express is required by law to obtain personal information, including Social Security Number, to verify the identity of our customers. The American Express Prepaid Card adheres to the privacy standards of American Express. You can be assured that your personal information will be protected and secured. There is no credit check when ordering the American Express Prepaid Card and the use of the American Express Prepaid Card will have no impact on your or the American Express Prepaid Card User's credit history.

  • How long does it take to receive the American Express Prepaid Card?

    It will take 2-3 business days to process your order. In total it will take 10 business days on average, but can take up to 14 business days after purchase to receive your American Express Prepaid Card.

    If you choose to fund the American Express Prepaid Card with a bank account and do not choose to verify the bank account with Instant Bank Account Verification, then the Trial Deposit Verification process will require up to an additional 5 business days to process your order.

    If the American Express Prepaid Card User has not received their Card within 14 days from purchase, please call Customer Service at 1-866-207-7970 (International Collect 1-801-849-2000).

  • Where will American Express ship the American Express Prepaid Card?

    American Express will address the package to the American Express Prepaid Card User in care of the Card Purchaser and will send it to the address selected at the time of purchase. However, we cannot send a Card to a P.O. Box.

  • Are there any geographical restrictions in ordering the American Express Prepaid Card?

    The permanent American Express Prepaid Card is not available for sale in Arkansas and Vermont. Cards purchased by residents in other states cannot be shipped to these two states.In addition, American Express does not sell or ship the Card outside the United States, Puerto Rico, and the United States Virgin Islands.

How do I get started now that the American Express® Prepaid Card has arrived?
  • I just received my American Express Prepaid Card because I purchased it for myself or because someone purchased it for me. How do I get started?

    If you purchased the Card for yourself or someone purchased it for you, you should complete the following steps:

    1. Step 1: If you purchased the Card, you must verify your e-mail using the link sent to the e-mail address provided at the time of order. If someone purchased the Card for you, confirm they have verified their e-mail address.
    2. Step 2: Activate the Card by calling Customer Service at 1-866-207-7970 (International Collect 1-801-849-2000). Please note that in order to activate the Card, you will be asked to verify the date of birth of the person for whom the Card was purchased.
    3. Step 3: Sign the back of the Card. The person whose name appears on the front of the Card needs to sign the back of the Card.
    4. Step 4: Set up an online account.
      1. If you purchased this Card for yourself, please click "Log In" to set up an account as a Card Purchaser.
      2. If you received this Card from someone else, please create an account as a Card User.

  • How do I create a PIN for ATM access?

    ATM access is automatically enabled when you receive your American Express Prepaid Card. To view your ATM Personal Identification Number (PIN) follow these instructions:

    Card Purchaser: Card Purchasers can view the PIN associated with their American Express Prepaid Card(s) by logging into their online account and clicking "View ATM PIN" under Account Activities.

    Card User: Card User can request their PIN by speaking with the Card Purchaser.

  • What should I do if I forget or wish to change The American Express Prepaid Card's ATM PIN?

    If you forget your PIN or want to view or change it, follow these instructions:

    Card Purchaser :

    Card Purchasers can view the PIN associated with their American Express Prepaid Card(s) by logging into their online account and clicking "View ATM PIN" under Account Activities.

    The Card Purchaser can also change the ATM PIN number by calling Customer Service at 1-866-207-7970.

    Card User:

    Card Users can call Customer Service at 1-866-207-7970 (International Collect 1-801-849-2000) to request a new PIN. This new PIN will be generated and shipped to the Card Member's address.

  • Both American Express Prepaid Card Purchasers and American Express Prepaid Card Users can view where the Card was used, by logging into your American Express Prepaid account at americanexpress.com/prepaid and selecting the View Transaction History link from the Account Activities section. Or you can call Customer Service at 1-866-207-7970 (International Collect 1-801-849-2000).

  • You may add funds to the Card with a U.S. bank account or with cash.

    Adding Funds with a Bank Account
    The Card Purchaser can add funds to the Card using the U.S. bank account you have designated as your funding source by logging into the online account and selecting the Load Funds link from the Account Activities section. After your bank account is verified, we will withdraw funds from your bank and credit the Card. Funds credited to the Card will generally be available within five business days after the withdrawal is requested. After setting up a bank account online, the Card purchaser can also add funds to the Card by calling 1-866-207-7970 (International Collect 1-801-849-2000).

    The Card Purchaser can also arrange to have funds loaded to the Card automatically from a verified bank account on a predetermined schedule by logging into the online account and selecting the Auto Reload Schedule link from the Account Activities section. Auto reloads to the Card will generally be available within 5 business days after the selected auto reload date.

    Load with Cash
    A MoneyPak is an easy way to load cash onto your Card. The Card Purchaser may buy a MoneyPak at stores nationwide, including major retailers such as Walmart, CVS/pharmacy, Kmart, Rite Aid, 7-Eleven and Walgreens. Follow the directions below to successfully load cash to your Card.

    1. Pick up a MoneyPak from the prepaid product section and take it to the register.
    2. Give the cashier the amount of cash you want to load to the Card (up to $500). A MoneyPak purchase fee of up to $4.95 will be added to your purchase.
    3. Visit MoneyPak.com or call 1-800-GREENDOT to transfer funds from the MoneyPak to the Card. You will need to provide the American Express Prepaid Card number and the MoneyPak number.

    Limited time offer: add cash to the Card with a MoneyPak and American Express will refund the purchase price of the first MoneyPak you use to load the Card.2Green Dot will refund the MoneyPak purchase fee (up to $4.95) directly to the American Express Prepaid Card within (14) fourteen business days from the date of the reload. Eligible only to customers who have never reloaded the Card with MoneyPak and have an active card when the credit is applied. One credit per Card. MoneyPak funds must be applied to the Card by August 31, 2012.

    You may load any amount from $25 to $500 onto a MoneyPak at most retailers. However, a MoneyPak loaded with more than $500.00 cannot be used to load the Card. You may currently load up to $500 a day to the Card, but cannot exceed a balance on the Card of $2,500 at anytime. Green Dot charges fees to purchase and use a MoneyPak, but there are no additional fees assessed by American Express for a cash load.


    How a MoneyPak Works:

    Use cash to buy a MoneyPak(available at over 50,000 locations nationwide)
    Visit MoneyPak.com or call 800-473-3636 to load your American Express Prepaid Card with cash
    The Card is now reloaded and ready to use
How do I fund the American Express Prepaid Card?
  • How do I fund my American Express Prepaid Card?

    There are 3 easy ways to add money to the Card:

    1. Direct Deposit

    2. Savings or Checking bank account

    3. Cash

    Please note, only the Card Purchaser can add funds to the American Express Prepaid Card.

  • Can I use direct deposit to add my paycheck to the American Express Prepaid Card?

    Yes. You can have all or part of your paycheck added to the balance of your Card or to any Card(s) you ordered for someone else. Direct Deposit is a secure and convenient way to have funds automatically added to the Card each pay period. Please note, the Direct Deposit cannot exceed the $5,000 per Card maximum balance and monthly load limit. Please see our Cardmember Agreement for more details.

    PLEASE NOTE:

    ( 1 ) Payments by the U.S. Government may not be Direct Deposited to the American Express Prepaid Card. This includes wages if you work for the U.S. Government, benefits such as Social Security, SSI, civil service retirement, VA compensation/pension, worker's compensation, Federal tax refunds, etc.

    ( 2 ) Subject to applicable law, funds on the American Express Prepaid Card are not redeemable for cash other than through permitted ATM access.

    ( 3 ) To verify that each Direct Deposit has been properly credited, the Purchaser can log into his/her American Express Prepaid Card online and review the transaction history or call Customer Service at 866-207-7970 (International Collect 801-849-2000).

    ( 4 ) You can add money to your Card(s) using Direct Deposit until your balance equals $5,000, and the maximum amount you may load to your Card(s) in any month using Direct Deposit is $5,000.

  • Can I used direct deposit to add payments by the U.S. Government, like Federal Tax Refunds and Social Security, to the American Express Prepaid Card?

    No, payments by the U.S. Government may not be Direct Deposited to the American Express Prepaid Card. This includes Federal tax refunds, wages if you work for the U.S Government, and benefits such as Social Security, SSI, civil service retirement, VA compensation/pension, worker's compensation, etc.

  • How do I set up Direct Deposit?

    To set up Direct Deposit first ask your employer or payroll department if they offer Direct Deposit. If they do, please follow the steps below:

    1. Log into your online account and select the "Set up Direct Deposit" link from the Account Activities section

    2. Print out and complete the Direct Deposit form, or use your employer's Direct Deposit form

    3. Give the completed form to your employer

  • When can I expect Direct Deposits to be added?

    It typically takes 1-2 pay periods for the initial deposit to be added to the balance. After that, you will receive the Direct Deposit on the morning of your normal pay date and can access your money as soon as the funds are electronically added to your American Express Prepaid Card Account.

  • How do I know if the Direct Deposit was made?

    To verify that each Direct Deposit has been properly credited, you can log into your online account and review your transaction history or call Customer Service at 866-207-7970 (International Collect 801-849-2000). You will receive the Direct Deposit on the morning of your normal pay date and can access your money as soon as the funds are electronically added to your American Express Prepaid Card Account. You can also set up text and email alerts in your online account to inform you when money is added to your Card. Message rates may apply for text alerts; please check with your mobile service provider for details.

  • How do I add a bank account to use as my funding source?

    To add money to the Card from a U.S. savings or checking account you must first set up your bank account as a funding source in your profile.

    Follow these steps:

    1. Log into your online account and click on Edit Profile.
    2. Enter the name on your bank account, the routing number, and the bank account number.
    3. Select the the type of account (checking or savings) as well as the method of verification (Instant Bank Account Verification or Trial Deposit Verification).

    Verifying your bank account helps protect your financial information and confirms the bank account information you provided is correct.

    Once your bank account has been set up in your profile and verified, you may add money to the Card anytime with your checking or savings account online or by calling 1-866-207-7970 (International Collect 1-801-849-2000).

  • How do I fund my American Express® Prepaid Card with a savings or checking account?

    To add money to the Card with a checking or savings account, you must first set up your bank account in your profile and verify the bank account using Instant Bank Account Verification or Trial Deposit Verification. Once the bank account is verified, you may add money to the Card anytime with your checking or savings account online or by calling 1-866-207-7970 (International Collect 1-801-849-2000).

    IMPORTANT: You must verify your e-mail address before you can use funds loaded to the Card.

    To add money one time, log into your online account and click on Load Funds under Account Activities. You can then enter the amount you want to load and confirm the request before submitting. We will withdraw funds from your bank account and credit them to the American Express Prepaid Card. Funds credited to the Card will generally be available within five business days after the withdrawal is requested.

    You may also arrange to have funds automatically loaded to the Card from a verified bank account on a predetermined schedule by logging into your online account and clicking Auto Reload Schedule under Account Activities. Auto reloads to the Card will generally be available within five business days after the selected auto reload date.

    Please note, only the Card Purchaser can add funds to the American Express Prepaid Card.

  • Is it safe to use my bank account to fund and reload the American Express Prepaid Card?

    Yes, all bank account funding transactions will be processed through the federally regulated process established for bank account fund transfers.

  • What is Instant Bank Account Verification?

    You can choose to verify your bank account using Instant Bank Account Verification, offered in connection with Yodlee, Inc. Once you provide your bank account login and password, Yodlee will securely log into your online bank account on your behalf and attempt to verify the bank account. The results of the verification are determined instantly.

  • What are trial deposits?

    If you do not verify your bank account with Instant Bank Account Verification, you can verify a bank account with Trial Deposit Verification.

    In the Trial Deposit Verification process, within 1-2 days after the bank account is added as a funding source, we will send two small trial deposits to the bank account provided.

    The deposits will show up in your bank account as two separate amounts, each less than $0.99. They will be sent from American Express Prepaid.

    Verifying your bank account helps protect your financial information and confirms the bank account information you provided is correct.

  • How does the Trial Deposit Verification process work?

    Once the two trial deposits have been made to your bank account, you, as the American Express Prepaid Card Purchaser, will receive an e-mail from us asking you to verify the deposits. Following are the steps to verify the trial deposits:

    1. Step 1: After receiving an e-mail confirmation that the deposits are complete, look at your bank statement and make note of the two small amounts from "American Express Prepaid."
    2. Step 2: After noting the two deposit amounts, click on the link in the e-mail.
    3. Step 3: You will be asked to either log in, or set up a new account.
    4. Step 4: After logging in, you will be directed to a page where you will enter the two deposit amounts.

    If the correct amounts are entered, the account will be verified and stored for future use. The trial deposit process is only performed once per bank account.

    We cannot process any Load Funds or Auto Reload Schedule transactions from a bank account until it is verified either by Instant Bank Account Verification or Trial Deposit Verification.

  • How long does it take to load funds with a bank account?

    If the American Express Prepaid Card Purchaser uses a bank account to fund the American Express Prepaid Card it will take up to 5 business days to verify and load funds.

  • Why does my bank account have a status?

    The bank account status shows if the bank account has been verified. If you do not verify your bank account with Instant Bank Account Verification, you can verify a bank account with Trial Deposit Verification.

    The bank account status will show as Pending while the Trial Deposit Verification process is underway. Pending bank accounts cannot be used to Load Funds or Auto Reload until they are verified.

    Once you, as the Card Purchaser, complete the Trial Deposit Verification process, the bank account status will change to Verified, and the bank account can be used to load funds to the American Express Prepaid Card.

  • How do I fund my American Express Prepaid Card with cash?

    Currently you can fund your American Express Prepaid Card with cash in 2 ways:

    • With a MoneyPak®
    • With Vanilla Reload

    Please note, when funding your Card, there is a cash load limit of $1,000 per day in total across both MoneyPak and Vanilla Reload. The maximum available balance of the Card at any time cannot exceed $2,500, unless using Direct Deposit, in which case the maximum available balance cannot exceed $5000. MoneyPak® fee of up to $4.95 applies. Vanilla Reload fee of up to $3.95 applies.

  • How do I fund my American Express Prepaid Card with a MoneyPak?

    1. Pick up a MoneyPak from the prepaid product section of your retailer and take it to the register.

    2. Give the cashier the amount of cash you want to load onto the MoneyPak and ultimately the Card (from $20 to $500). MoneyPak® fee of up to $4.95 applies.

    3. Visit MoneyPak.com to transfer funds from the MoneyPak to the American Express Prepaid Card. You must provide both the American Express Prepaid Card account number and the MoneyPak number.

    4. After the transfer, the funds will be immediately available for use on the Card.

    You may currently load up to $1,000 per day to the Card, but cannot exceed a Card balance of $2,500 at anytime, unless using Direct Deposit, in which case the maximum available balance cannot exceed $5000. American Express does not charge fees for cash loads, however, MoneyPak® fee of up to $4.95 applies.

  • How do I fund my American Express Prepaid Card with Vanilla Reload?

    1. Purchase Vanilla Reload with cash. A purchase fee (typically $3.95) will be added to your total.

    2. Visit vanillareload.com or call 1-877-429-8140 to transfer your funds from Vanilla Reload to your American Express Prepaid Card. You will need to have both your American Express Prepaid Card number and your Vanilla Reload PIN handy.

    3. After the transfer, the funds will be available immediately.

    You may load any amount from $20 to $500 with Vanilla Reload at most retailers. You may currently load up to $1,000 a day to the Card, but cannot exceed a balance on the Card of $2,500 at any time, unless using Direct Deposit, in which case the maximum available balance cannot exceed $5000. American Express does not charge fees for cash loads, however, Vanilla Reload fee of up to $3.95 applies.

  • How do I change the source I use to fund the American Express Prepaid Card?

    American Express Prepaid Card Purchasers can change their funding source by logging in to their account and clicking on My Profile in the Manage Your Account section.

How do I manage my American Express Prepaid Card?
  • What do I do if I forget my User ID and/or Password?

    Card Users can retrieve their User ID by visiting the "Log In" page and clicking "Forgot User ID?".
    Additionally, both Card Users and Card Purchasers may call Customer Service at 1-866-207-7970 (International Collect 1-801-849-2000) to retrieve their User ID.

  • How can I manage my American Express Prepaid Card online?

    You can manage your American Express Prepaid Card online by logging into your online account. Once logged in, you will be able to access the following features in your online account.

    If you ordered the Card for yourself (or for someone else) you will be able to:

    • Update personal information
    • Add funds to the Card
    • Set up automatic reloads
    • View transaction history
    • Set up email and text alerts
    • Manage ATM access

    If someone ordered the Card for you:

    • Update personal information
    • View transaction history
    • Set up email and text alerts
  • What types of controls are available to the Card Purchaser?

    The American Express Prepaid Card Purchaser has the option to:

    1. Turn on/off ATM access (limited to $400 maximum withdrawal per day)
    2. Suspend/reactivate the Card
    3. Turn on/off e-mail notifications
    4. View transaction history

    ATM access is automatically enabled, but to disable it, the American Express Prepaid Card Purchaser should log in to his or her American Express Prepaid account and select the ATM Access link under the Account Activities section. To suspend use of the Card, the Purchaser should call Customer Service at 1-866-207-7970 (International Collect 1-801-849-2000).

  • How can I block ATM access on the American Express Card?

    ATM access is automatically enabled. The American Express Prepaid Card Purchaser can block cash access via ATMs after the Card has been received. Simply log into your American Express Prepaid Card account and select the ATM Access link from the Account Activities list to make changes.

  • Can I set up e-mail and text alerts?

    Yes, both American Express Prepaid Card Purchasers and American Express Prepaid Card Users can set up e-mail alerts by following these steps:

    • Log into your American Express Prepaid Card account
    • Select the "E-mail Notifications" link or "Text Alerts"
    • Select the alerts you would like to receive
    • Click Save
    • You will receive a new welcome text message asking you to activate text alerts.

    Text alerts are generally supported for carriers in the 50 states and may be supported in Puerto Rico, the U.S. Virgin Islands, and other U.S. territories. When traveling outside of the 50 states, text alerts coverage may be limited.

    Note: While American Express does not charge a fee for text messages, please check with your wireless communications provider for possible charges related to text alerts.

  • Will I get a paper statement?

    You will not receive a paper statement in the mail. All American Express Prepaid Card transactions are available online in your American Express Prepaid Card account. If you would like a written history of account transactions, call Customer Service at 1-866-207-7970 (International Collect 1-801-849-2000) for a 60-day written history.

  • How can I check the balance on the American Express Prepaid Card?

    You can check the Card balance anytime by:

    • Logging into your online account
    • Calling Customer Service at 1-866-207-7970 (International Collect 1-801-849-2000).
    • Texting "BAL" + the last 4 card number digits (i.e., "BAL XXXX") to 91315 (once enrolled in text alerts). Message rates may apply. Please check with your wireless provider for details.

  • Can the American Express Prepaid Card have a negative balance?

    If a merchant authorizes a transaction for an amount greater than the American Express Prepaid Card User's actual available balance, the American Express Prepaid Card will generally be declined. However, in rare circumstances, a merchant may process a transaction without prior authorization, or an amount greater than a Card's actual available balance may be authorized. If this occurs, you may be notified to load more funds onto the Card, or make a direct payment to cover the negative amount, but you will not be charged an overdraft fee.

    While this does not happen often, it is important to keep track of your balance and reload funds as needed. To help track your balance, the Card Purchaser and Card User can opt to receive alerts when the balance on the Card falls below $10. See Cardmember Agreement for more details.

  • Can I dispute a transaction on the American Express Prepaid Card?

    American Express Prepaid Card Purchasers and American Express Prepaid Card Users can dispute transactions that are believed to be fraudulent or unrecognized charges. Call us at 1-866-207-7970 (International Collect 1-801-849-2000) as soon as possible if you think your online transaction history or receipt is wrong, or if you need more information about a particular transaction. You can also view the Cardmember Agreement for more details.

  • Does the American Express Prepaid Card expire?

    Available funds on the American Express Prepaid Card do not expire. However, there is a "valid thru" date printed on the front of the Card needed by merchants to process a transaction. American Express will mail you a new Card before the "valid thru" date passes. For more information, please see the Cardmember Agreement.

  • What if the American Express Prepaid Card is lost or stolen?

    If the American Express Prepaid Card is lost or stolen, call Customer Service immediately at 1-866-207-7970 (International Collect 1-801-849-2000). We will replace your Card and transfer your remaining funds to a new Card at no charge.

    If you believe that an unauthorized transaction has occurred after your Card was lost or stolen, please call Customer Service at 1-866-207-7970 (International Collect 1-801-849-2000). You can also view the Cardmember Agreement for more details in the section entitled Errors or Questions about Transactions related to the Card.

    If you funded the American Express Prepaid Card with a bank account, you will need to contact your bank immediately and open a dispute claim on any unauthorized withdrawals made to load the Card.

  • What if the Card is damaged?

    If your American Express Prepaid Card is damaged, call Customer Service at 1-866-207-7970 (International Collect 1-801-849-2000). American Express will transfer your remaining funds to a new replacement Card and send it to you at no charge.

  • Can I suspend use of the American Express Prepaid Card?

    The American Express Prepaid Card Purchaser can suspend and reactivate the Card by calling Customer Service at 1-866-207-7970 (International Collect 1-801-849-2000).

  • How do I cancel the Card?

    American Express Prepaid Card Purchasers or American Express Prepaid Card Users can cancel the Card by calling Customer Service at 1-866-207-7970 (International Collect 1-801-849-2000).

  • What is E-mail Verification?

    We need to verify your e-mail address to deliver important messages to you. E-mail verification must be completed before the American Express® Prepaid Card can be activated and used.

  • How does E-mail Verification work?

    Once your registration is complete, we will send a message to the e-mail address you provided. You must click on the link in the e-mail to verify your e-mail address. Please note: If you purchased the American Express® Prepaid Card for someone else, you will be required to verify your e-mail address. The recipient of the Card will not be required to verify their email address.

  • I signed up for an Account, but I haven't received my verification e-mail. What do I do?

    The American Express® Prepaid Card verification e-mail should arrive in your email inbox within 30 minutes of registration. If it has not arrived, the first step is to check your spam folder or junk mail. The e-mail is valid for seven days. If you still have not received the verification, you can log into your American Express Prepaid Account and request a new e-mail verification by clicking Resend E-mail on your American Express Prepaid Card Account dashboard. Still having trouble? Call American Express Prepaid Customer Service at 1-866-207-7970.

What additional features and benefits do I have access to with the American Express Prepaid Card?
  • What is Roadside Assistance Hotline?

    Your car dies or blows a tire and you're stranded. Now what? Luckily you're a Card Member. With Roadside Assistance Hotline you can call us in case of emergency for reliable coordination and assistance service to help get you on your way. Third-party service costs are your responsibility. There are some vehicle exclusions and other important restrictions.1

    1Roadside Assistance Hotline is a 24-hour dispatch hotline that can send a tow operator or locksmith to assist in an emergency situation. While Roadside Assistance Hotline is available at no additional charge, the Card Member will be charged for any services or goods provided. Tow operator or locksmith can provide the following services: towing, winching, jump starts, flat tire change when Card Member has a workable spare, lockout service when key is in vehicle and delivery of up to 2 gallons of fuel. Services are available when traveling within the United States, Canada, Puerto Rico and the U.S. Virgin Islands and only when Card Member is present with the eligible vehicle. This product does not cover some vehicles, e.g. rental vehicles, motorcycles, taxicabs, unlicensed vehicles, tractors and trucks over 10,000 lbs gross vehicle weight. Other important exclusions apply. We may be unable to provide you with coordination and assistance services in case of inclement weather or on roadways which restrict access to certain service providers. Subject to additional important terms, conditions and exclusions. For full Terms and Conditions, call 1-800-333-AMEX or see Card Member Agreement.

  • What is Purchase Protection2?

    Shop with added confidence and Purchase Protection,2 which can help protect eligible purchases made with the Card against accidental damage and theft for up to 90 days from the date of purchase. Please read important exclusions and restrictions.

    2Purchase Protection is underwritten by AMEX Assurance Company, Administrative Office, Phoenix, AZ under Policy AX0951, Policy AX0952, Policy AX0956, or Policy PP-IND. Coverage is determined by the terms, conditions, and exclusions of the Policies applicable to your Card and is subject to change with notice. This document does not supplement or replace the Policy. Shipping and handling costs for the purchase will not be refunded. Certain purchases are not covered, e.g. items lost by Card Member, consumable and perishable items, motorized vehicles, and items damaged partially or entirely by natural disaster or normal wear and tear. Other important exclusions apply. You will only be reimbursed for the amount charged to your eligible Card; coverage is limited up to $1,000 per occurrence; not to exceed $50,000 per Card Member account per calendar year. You may be required to send the purchased item to us, in which case we will reimburse you for shipping cost. To be eligible for claim payment, your account must be in good standing. This product provides secondary coverage. This means it pays eligible benefits not paid by any primary insurance that you have. For full Terms and Conditions, see Card Member Agreement.

  • What is Global Assist® Hotline3?

    When you travel more than 100 miles from home, you have 24/7 access to medical, legal, financial or other select emergency coordination and assistance services, including medical and legal referrals, assistance with passport replacement, missing luggage and more. Card Members are responsible for the costs charged by third-party service providers.3

    3While Global Assist Hotline coordination and assistance services are offered at no additional charge from American Express, Card Members are responsible for the costs charged by third-party service providers. For full Terms and Conditions, see Card Member Agreement.

  • What is Entertainment Access®?

    Entertainment AccessOffer valid in Atlanta, Boston, Chicago, Dallas, Detroit, Florida, Houston, Los Angeles, Minneapolis/St. Paul, NYC tri-state area, northern California, Philadelphia, and Phoenix. provides American Express Card Members access to special savings, exclusive events and advance tickets to some of the hottest events in music, sports and theater.

    For advance tickets, simply visit americanexpress.com/entertainment to view the latest events.

    Card Members also have access to the Ticket Savings Center, where you can find great discounts on upcoming events.

    Offer valid in select cities. During the specified sales period, tickets are available exclusively to all American Express® Card Members (including Prepaid and International Cards). Tickets must be purchased with an American Express Card (including Prepaid and International Cards). Standard service charges apply. Offer is subject to availability. Not all seats are available and blackout dates apply. All sales final. No refunds. No exchanges. Offer may be changed or revoked at any time at the sole discretion of American Express. Some events may not be accessible to Card Members with disabilities.