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American Express SafeKey®
Frequently Asked Questions

1. What is American Express SafeKey?
American Express SafeKey helps detect unauthorised online use of American Express® Cards at participating merchants. This is done by sending you a dynamic One-Time Password for certain transactions via e-mail and/or SMS. This password is then entered on the merchant website during the checkout process to help confirm your identity.
2. Doesn't American Express already provide online fraud protection?

Yes. All online Cardmember purchases are protected by our Online Fraud Protection & Guarantee*. American Express SafeKey provides a new layer of protection at participating SafeKey merchants as part of our continuous efforts to provide even more online purchase security.


* American Express will guarantee protection against fraudulent purchases made online, provided you have taken reasonable care to protect your account details, notify us immediately of suspected fraudulent activity and have complied with your Card Terms & Conditions.

3. Do I have to pay to participate in American Express SafeKey?
No, you do not have to pay for this service. However, we may send a One-Time Password to your mobile phone number and/or e-mail address as part of the SafeKey authentication process. Please check with your mobile and/or e-mail service provider to see if data charges apply.
4. Do I need to register for American Express SafeKey?
You are automatically enrolled in American Express SafeKey. You don't need to take any additional steps to take advantage of this online security benefit, other than making sure that the mobile phone number and e-mail address is updated for all of your primary and supplementary* American Express Cards. You may update your contact information during the SafeKey checkout process, through your online account or by calling the number on the back of your Card.

*Supplementary Cards are not applicable to Corporate Cards.

5. How do I know if my mobile phone number and/or e-mail address is up to date?
You can check the mobile phone number and e-mail address we have on record for you by logging into your online account, or by calling the number listed on the back of your Card.
6. How do I make purchases with American Express SafeKey?
During the checkout process at participating SafeKey merchants, you will see an American Express SafeKey window appear automatically. When you see the window, you may be asked to enter a One-Time Password (OTP). This password will be sent to the mobile phone number and/or e-mail address that we have on file for your Card. Once the OTP is entered and verified, your online transaction will be processed.
7. I'm making a purchase, but the mobile phone number and/or e-mail address being displayed are not correct. How do I update them?

To update your contact information, click the "Update Now" link, answer the security questions on the next page, then click “continue” to update your contact information.


Once you update your contact details, a new One-Time Password will be sent to your new details.


Please Note: When you update your contact details through SafeKey, American Express will update all of our records with your new information. All future American Express communications will be sent to your new contact details, and will be used in accordance with our Online Privacy Statement and Privacy Policy. Click here to see the SafeKey Terms and Conditions for more details.

8. Why are you asking me for a One-Time Password (OTP) when I try to make a purchase online?
The One-Time Password (OTP) is a secure way to confirm your identity, and increase the security of your online purchases. If you received an OTP, but did not attempt an online purchase, please call us immediately at the number on the back of your Card.
9. How do I receive the One-Time Password (OTP)?
We will send the OTP to the e-mail address and/or mobile phone number that we have on file for the American Express Card that is being used for the purchase.
10. Do I have to enter a One-Time Password (OTP) for all online purchases?
No. You will only need to enter the One-Time Password (OTP) for eligible purchases made at participating merchant websites that support American Express SafeKey.
11.How do I update my contact information with American Express?

You can update your contact information during the SafeKey checkout process, through your online account or by calling the number on the back of your Card.


Please Note: When you update your contact details through SafeKey, American Express will update all of our records with your new information. All future American Express communications will be sent to your new contact details, and will be used in accordance with our Online Privacy Statement and Privacy Policy.

12. How long is the One-Time Password (OTP) valid for?
The OTP is valid for 10 minutes from the time it is triggered.
13. How do I know if a merchant supports American Express SafeKey?
Most participating online merchants will display the American Express SafeKey logo on their websites.
14. Why doesn't SafeKey come up every time I try to make a purchase online?
If the merchant doesn't participate in American Express SafeKey, you won't be asked to enter a One-Time Password (OTP). You will only need to enter the OTP for eligible purchases made at participating merchant websites that support American Express SafeKey.
15.I have primary, additional, and supplementary American Express Cards that are used by different people. Where is the One-Time Password (OTP) sent?
Different contact details can be added for each primary, additional, and supplementary* Card. The One-Time Password will be sent to the contact information American Express has on file for each individual Card.

*Supplementary Cards are not applicable to Corporate Cards.

16. I have a mobile phone and e-mail address on file for my primary American Express Card. Will this information apply to all of my additional and supplementary Cards as well?
No. Each Card can have a different mobile phone number or e-mail address associated with it. If a mobile phone number or e-mail address is not on file for the additional and/or supplementary* Cards, please update the contact information on file for the Cards.

*Supplementary Cards are not applicable to Corporate Cards.

17. I'm using an additional or supplementary Card. If I add my contact information to my account, will my update change the contact details on file for the primary Card?
No. Updating the contact information for the additional or supplementary* Card only will not change any details on file for the primary Card or other additional/supplementary Cards.

*Supplementary Cards are not applicable to Corporate Cards.

18.I have not received my One-Time Password (OTP). Can I have it re-sent?

Yes. Click on the "Resend Now" button and the OTP will be resent.


Keep in mind that the OTP is only valid for 10 minutes from the time it's triggered. If you click the "Resend Now" button within the 10 minute window, you will receive the same OTP. If you click "Resend Now" button after 10 minutes has passed, you will be redirected to the merchant website.

19. What should I do if I suspect someone has changed my contact information without my consent, or if I believe there is fraudulent activity on my account?
If you suspect any fraudulent activity related to your account, contact us immediately at the number on the back of your Card.
20. Do all American Express Cards work with American Express SafeKey?
No. You can only use Cards issued in Australia and New Zealand by American Express Australia Limited and American Express International (NZ) Inc, excluding Business Travel Account (BTA) and Prepaid Cards.
21. Why don't I have to use a One-Time Password (OTP) every time I shop at a SafeKey merchant?
We want to make your online shopping experience as secure as possible without sacrificing the convenience of shopping online. As a result, certain purchases don't require an OTP. When you make these types of purchases, you will briefly be shown a screen advising you of this.
22. How else can I make shopping online safer?

•  Keep your mobile phone number and e-mail address up to date on all of your accounts so you can be promptly notified of any suspicious activity

•  Lock your mobile phone with a password and/or encryption when not in use

•  Secure your e-mail and mobile accounts with strong, unique passwords and enable any additional security options offered

•  Create longer length passwords using combinations of letters and numbers

•  Use different passwords for each of your online accounts

•  Don't use predictable passwords

•  Change your passwords regularly


American Express will never e-mail you to ask you for sensitive information. If you receive a suspicious email which claims to be from American Express, do not click on any links. Please forward the email to AUemailfraud@americanexpress.com or NZemailfraud@americanexpress.com.