FAQs

HELP & FAQ'S

 

What is American Express Connect?

American Express Connect is a website where benefits, offers, and special experiences are brought together especially for American Express® Card Members – making it easier for you to take advantage of your Card Membership.

 

Who is eligible to take advantage of American Express Connect?

Australian-dollar American Express Cards issued by American Express Australia Limited or by the following licensed network partners: 

  • National Australia Bank Limited
  • Westpac Banking Corporation
  • Commonwealth Bank of Australia 

 

Note NAB Card Members: If you hold an American Express Card issued by NAB, your eligibility for American Express Connect is only available until 20th February 2018. If you register for an offer with American Express Connect, you’ll need to make a qualifying purchase with your Card before 21 February 2018 to receive the credit to your Card account. 

 

Note Westpac Card Members:  If you hold a Westpac American Express Card, and you register for an offer with American Express Connect, you’ll need to make a qualifying purchase with your Card before 4 April 2018 (or 31 March 2018 if your American Express Card expires in March 2018) to receive the credit to your Card account. 

 

Who is not eligible to take advantage of American Express Connect?

At this time, the following cards are not eligible for American Express Connect: American Express Business Travel Accounts, Government Cards, Corporate Purchasing Cards, Corporate Meeting Cards, Corporate Cards, Prepaid Cards, David Jones American Express Cards, David Jones Storecards

 

What type of content should I expect from American Express Connect?

You will see offers and experiences in categories such as travel, dining, shopping, entertainment and business from American Express and its partners.

 

How will my personal information be used?

Your personal information will be used in accordance with our Privacy Statement.

 

Which Internet browsers are supported by American Express Connect?

For the best web experience with American Express Connect, please make sure you are using a supported web browser. American Express Connect supports the following: Chrome Internet Explorer 10.0 and above, Firefox, Safari. American Express Connect supports the latest version of Chrome and Firefox (both automatically update when a new version of the browser is available). American Express Connect supports Internet Explorer 10.0 and above.

 

What mobile devices can I use to access American Express Connect?

American Express Connect can be accessed from mobile phones that support the mobile web browser, which is common for the majority of mobile phones released today. Connect supports all Apple operating systems and Android 4.4 (KitKat) and above. Please reference your mobile phone’s user manual to learn more about using your web browser on your mobile phone.

 

Who do I contact if I have technical problems with the site?

If your Card has been issued by one of our bank partners; National Australia Bank Limited, Westpac Banking Corporation, or the Commonwealth Bank of Australia please click here. If you have an American Express issued Card please call the number on the back of your Card.

 

I have opted out of marketing communications. Why does American Express still contact me?

It may take up to 7 days for preferences to be updated. We may also still contact you with servicing communications about your Card Account and/or its benefits. Also, our marketing activity is often planned in advance, so you may receive communications which were already scheduled prior to opting out.

 

Why has American Express Connect changed?

American Express Connect has been updated to enable quicker access to offers. You no longer need to remember a separate username and password to take advantage of American Express offers. You simply need to complete a short enrolment form to save an offer to your Card. Access to other discount offers remain the same. Individual offer terms apply.

 

Why do I no longer have to Sign up/Log in?

You now have the opportunity to browse & enrol in all offers without needing to Sign up or Log in. Card Members no longer need to remember a separate username and password to take advantage of American Express offers.

 

What has happened to my American Express Connect profile and my stored data?

From 17 June 2017, we will no longer capture and save personal details for American Express Connect. The information you had previously provided on American Express Connect will no longer be stored for American Express Connect membership. If you have opted-in to receive emails from American Express Connect – we have retained this information. For information on how we protect your privacy and use your information, please read our Privacy Statement.

 

I used to have my Cards saved on American Express Connect – now what do I do?

Your Cards are no longer linked to American Express Connect. If you wish to enrol in an offer simply complete the relevant enrolment form, you can enrol multiple Cards in the same offer.

 

What data is being stored and what’s it being used for?

When you enrol in a new offer, your name and Card number is needed to confirm spending at participating businesses. There is no fee for enrolling.

Your email address will only be used in connection with the offer you have enrolled in and will not be retained for ongoing marketing use. For information on how we protect your privacy and use your information, please read our Privacy Statement.

 

Will I still receive American Express Connect emails?

If you have opted in to American Express Connect marketing emails you will continue to receive American Express marketing communications.

 

Why do I have to complete an enrolment form for each offer?

Each Amex Offer has a separate enrolment cap, and you need to register your details for each offer by completing an enrolment form. Just enter your card number, name and email address

 

Why do you need my Card number?

Your Card number is needed to confirm spending on an offer at a participating business, and to enable us to put a credit on your Card. There is no fee for enrolling in an offer.

 

How do I update my email address to receive marketing communications?

To update your email address first Unsubscribe from communications going to your old email address by clicking on Unsubscribe on an American Express Connect offers email. Enter in your new email address and subscribe as a new subscriber using the Subscribe page on American Express Connect.

 

How do I see merchant locations near me for an offer?

To see merchant locations near you look at the 'Where to redeem' section of any offer. For offers where you get a credit back, you need to have location services turned on, on your desktop or mobile browser - so that merchant locations near your current location can load onto the page. Please find instructions on how to turn on location services on your browser/device below:

  • Android devices here
  • Apple devices here
  • Chrome desktop here
  • Internet explorer desktop here

 

How do I save an offer to my Card?

If you wish to save an offer to your Card, simply complete the offer enrolment form. You can save an offer to multiple Cards. Some offers may require you to use a promo code at checkout or to follow a link to a merchant’s website for redemption. Please read the individual offer terms and conditions for more details.

 

I received a replacement Card, do I have to re-enrol?

If you have been issued a replacement card with a new Card number after you enrolled in an offer, you will need to re-enrol. 

 

Why do you need my email address to enrol in an offer?

We need your email address to send a servicing email to confirm that you have successfully enrolled in an offer and another to confirm when you have redeemed the offer. You may receive an email to remind you that you have saved an offer, but not yet redeemed. 

 

How do I know which offers I had already saved to my Card?

You can refer to the offer enrolment email that was sent to you. Also when you click on an offer and try to save it, you will receive a message confirming you have already saved the offer.

 

How can I find out the offer terms or where I can redeem an offer I that have previously saved to my Card?

You can refer to the terms and conditions in your offer enrolment confirmation email. Alternatively if the offer is still active you will be able to locate the offer details, terms and conditions and where to redeem on the new site. 

 

When will I get credit for the offer I have saved to my Card?

If you make a qualifying purchase as indicated in the offer terms: A credit will automatically appear on your Card account within 5 working days but can take up to 90 days after the offer end date. 

 

What should I do if the credit does not appear in my Card account?

If you don’t see the credit within the 90 day time period, check to make sure you’ve done all of the following: 

  • Saved or enrolled in the offer with your eligible American Express Card before making your purchase(s) at the merchant
  • Made the purchase(s) with the same American Express Card to which you saved the offer
  • Met the purchase requirements (purchase amount or number of purchases) required in the offer terms to receive the offer
  • Made your purchase(s) before the offer expired
  • Made the purchase(s) at an eligible location (online, in-store, participating location, etc.)
  • Have not returned or cancelled your purchase
  • If you have done all of the above and still don’t see the credit 90 days after the offer end date, please complete the Contact Us form for additional assistance.

 

Who do I contact if I have problems or questions about an offer?

If your Card has been issued by one of our bank partners; National Australia Bank Limited, Westpac Banking Corporation, or the Commonwealth Bank of Australia please click here to contact American Express Connect. If you have an American Express issued Card please call the number on the back of your Card. 

 

I saved an Amex Offer to my Card but used a different Card for the purchase. Will I still get the credit?

No. In order to get the credit, you must make the qualifying purchase using the same Card to which you saved the offer.

 

I made a purchase before I saved the Amex Offer to my Card. Will that purchase qualify for the statement credit?

No. You must save the offer to your Card first and then make your qualifying purchase using the same Card to receive the credit.

 

Does the purchase have to be one single transaction or can multiple transactions qualify for the statement credit?

All offer terms and conditions will state the purchase requirements to be eligible. Some Amex Offers require a single transaction, while others require a minimum total amount spent (one or more transactions). All offers are subject to the stated offer terms. Please read them carefully. If you have questions, please Contact Us.

 

If I return my qualifying purchase and a credit is reversed, am I still eligible for the Amex Offer?

If you make a purchase and return the merchandise, we reserve the right to reverse the credit. If the credit has been reversed and the offer has not expired, you can still take advantage of the offer if you make another qualifying purchase and meet the offer terms.

 

What happens if I can’t find an offer on American Express Connect?

If you are trying to locate an offer you received in an email or can’t find an offer on the American Express Connect website then it has either expired or the enrolment cap has been reached.

 

SHOP SMALL®

What is Shop Small?

Shop Small is a movement dedicated to supporting the small businesses that are the heart of your local community. Find out more on the Shop Small Australia website.

 

Where can I Shop Small?

View the Shop Small Map here.

 

 

All users of our online services subject to Privacy Statement and agree to be bound by Terms of Service.