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American Express @ Work®
Guide
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American Express @ Work helps you manage your Corporate Card and Corporate Purchasing Card programs more efficiently online. From performing everyday administrative tasks and account maintenance, to accessing reports and utilizing reconciliation solutions, @ Work enables fast, efficient and effective program management resulting in time and cost savings for you and your company.
This guide is designed to help you get the most out of American Express @ Work by providing information on using the tool to help make managing the American Express program simple. It includes sections on using American Express @ Work and managing your program, as well as instructions and helpful tips to help you get the most out of the tool. For easy reference, you can directly access sections in the guide by simply clicking on any of the relevant links in the Table of Contents.
You may also print this guide for future reference by selecting the print icon on your browser menu bar.
Table of Contents
For fast and easy information location, please click on any title within the Table of Contents to immediately be taken to that section.
Using American Express @ Work
Card Accounts
Reports
Program Information & Tools
Glossary of Terms
@ Work FAQs
> USING AMERICAN EXPRESS @ WORK
Your Company has identified you as a Program Administrator, or person authorized to help manage the American Express Corporate Card program.
ENROLLMENT AND REGISTRATION
You, or your Company, provided a Verification Word, as well as a Verification PIN, that allowed for creation of your American Express @ Work User Profile. This profile designates which functions you can perform in @ Work and what Control Accounts you may access.
Once your profile is created, you will receive a Welcome e-mail from American Express that includes:
- An Access Code, that will let you create a unique User ID and Password
- A link to atwork.americanexpress.com to begin enrollment and registration
User Tip: Remember the Verification Word for Easier Enrollment & Registration
Remember the Verification Word you provided to your American Express Representative. You will be asked for this, as well as your Verification PIN, during the enrollment process. If you do not remember the Verification Word, contact your American Express Representative to obtain this information.
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NAVIGATION
Use the Navigational Tool Bar, located below the American Express @ Work title, to go directly to any section in @ Work.
Mouse over @ Work Home, Reports, Program Tools or Resources and Help to view what is available in each section or simply click on any of the sections to go to that page. This tool bar is visible on every page in @ Work and can be accessed at any time.
NEED HELP ICONS
Need Help Icons are located next to the Section Title on each page within American Express @ Work.
When you click on a Need Help Icon, a pop-up window will appear with information to provide on-the-spot help. Select any of the hyperlinked keywords, (e.g., keyword) within the pop-up to access additional information on a specific function or process.
Additional information about each section, function and process can also be found in the Guide.
RESOURCES AND HELP
Click on Resources and Help to locate information that can help you manage your program more efficiently, including best practices, Cardmember communication templates, archived newsletters and information on other solutions that help maximize control and achieve savings.
NOTIFICATIONS
Find the status of your applications by simply clicking on the hot link within this the Notification Box.
SEARCH
Use the Search function to locate information on a single Cardmember, a group of Cardmembers, an application status, payment status and more. Available Search options include:
To locate previously submitted transactions done through American Express @ Work, use the Search Status Tracking dialog box, which appears throughout the site.
Select Status Tracking Overview in the Search Status Tracking dialog box, to launch Search Your Activity, where you will find a variety of ways to locate information.
| Search Criteria |
What does this mean? |
| Tracking Number |
Confirmation number provided once a request has been submitted to American Express for processing |
| Transaction Type |
Select from the dropdown list the type of request you would like to search by |
| Date Range |
Specify a date range within which you believe the task was performed |
| Transaction Status |
Select from the dropdown list the status submitted request |
| Card Account Number |
Card Number on the Card |
| Account Name |
Name on the Card |
| Card Type |
Select from the dropdown list the specific Card type you would like to search by |
| Control Account Number |
Number used within your Hierarchy to determine Cardmember and reporting information |
| Account Name |
Name on the Card |
Transaction Detail will present the details on the transaction performed based on the search criteria indicated in the Search Your Activity dialog box. Once you have viewed the Transaction Detail page and have confirmed all of the information is accurate, you may click on Go to Card Profile to view the specific profile details associated with this Card account.
Transaction Overview provides a snapshot of your online account management activity organized by the current status of the request(s). Click on the total number of submissions associated with a particular status to obtain additional details for each individual task.
> CARD ACCOUNTS
Within the Card Accounts section, you can access functionality that enables you to Manage Card Accounts, Monitoring Spending & Payments and Process Applications. Selecting one of these options in the left navigation bar will change what you see on the right of the Card Accounts section and reveal the functionality that lets you get started.
*Note - You may or may not have access to all of the options listed below. Access is based on user permissions which have been designated by your organization.
MANAGE CARD ACCOUNTS
Within this section, you can locate Cardmember Information and perform account maintenance such as edit the Cardmember Information, Replace a Card, Cancel a Card, Suspend a Card, Transfer a Card and Update information such as Cost Center, Employee ID and Universal ID. All of these maintenance functions can be found on the Card Profile and easily performed from this page.
Upon clicking on Manage Card Accounts, you will be presented with a set of query search options to you right titled "Find Card Profiles." A Card Profile is a ‘snapshot’ of all of the Cardmember information and allows you to view and perform account maintenance without having to re-key in the Cardmember account number or leave this Card Profile page.
FIND CARD PROFILES
Select the appropriate search option from the Find Card Profiles dropdown list detailed below (this list is applicable to both search types of either "Search Cardmember Activity" or "Monitor Spending & Payments")
| Search Criteria |
What does this mean? |
| Name on Card is |
Name embossed on Card |
| Payment Status is |
Choose from a delinquent status of 30, 60, 90, 120+, days past due |
| Account Status is |
Choose from a status of Active, Cancelled, Active/Cancelled, Inactive |
| Months Inactive is |
Cardmembers who have NOT used their Card for 10, 11, 12, 13+ months |
| Account Number is |
Card Number |
| Employee ID is |
Input internal data on Employee - 10 digit/character field |
| Cost Center is |
Input internal data on Employee - 10 digit/character field |
| Universal ID is |
Input internal data on Employee - 25 digit/character field |
| Basic Control Account is |
# where your Cardmember activity can be found with Reporting |
| First Name is |
As appears on Card |
| Last Name is |
As appears on Card |
| Corporate ID is |
Unique assigned identifier by American Express |
CARDMEMBER INFORMATION & EDIT OPTIONS
Once you have located the right Card Profile, you will be able to edit the personal Cardmember information associated with this account profile.
EDIT CARDMEMBER INFORMATION
As a program Administrator, you can update the Cardmember address and phone numbers.
- Select the Edit link
- In the Edit Cardmember Information dialog box, enter the updated address and business and home telephone numbers
- Click submit, receive your Status Tracking Number and click on Close
- The information will be updated within 24 hours
- To edit any other Cardmember information such as name, you will need to contact American Express at (800)238-8087, Option #2.
ACCOUNT INFORMATION & MAINTENANCE OPTIONS
You can view status information and perform maintenance on any Cardmember or group of Card accounts including replace a Card, cancel a Card, cancel multiple Cards, suspend Card, transfer Card, update employee ID, cost center and unviersal ID and update multiple employee ID, cost center and universal IDs.
REPLACE CARD
- From the Account Information screen Click the Replace link
- Select the Replacement Reason: Non-Received, Lost or Stolen
- Provide your Contact Information and address where the replacement Card should be sent
- You will be asked to verify your information and Submit
- For Lost or Stolen, you may be asked to provide additional information. Please provide as much information as you can to assist the lost or stolen Card investigation
- Click Submit, receive your Status Tracking Number and click on Close
- The information will be updated within 24 hours
If at any time a Card needs to be replaced immediately, the Cardmember can contact American Express at (800)528-2122 or you may call American Express at (800)238-8087, Option #2, on their behalf.
CANCEL CARD
As a Program Administrator, you can cancel an individual Card at any time by clicking on the Cancel link in the account status box. If you need to cancel multiple Card accounts, use the Advanced Search option.
Follow the steps outlined below for individual Card cancellations:
- Click the Cancel link in the account status box
- Select the Cancellation Reason: Card No Longer Needed, Left Company or Deceased
- Verify your cancellation reason is correct
- Click Submit, receive your Status Tracking Number and click on Close
- Cancellation of a single Cardmember is effective immediately
CANCEL MULTIPLE CARDS
Use the Advanced Search to cancel up to 20 Cardmembers at a time.
Advanced Search will allow you to further refine your Profile search by allowing you to use secondary search criteria, or locate information across a group of Card accounts.
To use Advance Search:
- Click Advanced Search link
- From your menu listed, select up to 3 criteria by which you would like to search:
| Search Criteria |
What does this mean? |
| Name on Card is |
Name embossed on Card |
| Account Status is |
Active, Inactive Accounts for the past 10, 11, 12 or 13 months |
| Account Number is |
Card number |
| Employee ID is |
Input internal data on Employee - 10 digit/character field |
| Cost Center is |
Input internal data on Employee - 10 digit/character field |
| Universal ID is |
Input internal data on Employee - 25 digit/character field |
| Basic Control Account is |
# where your Cardmember activity can be found with Reporting |
Once you have arrived on your Advanced Search Results, you have the option to cancel inactive Cards. Inactive Cards are defined as accounts that have NOT used their Card in the past 10, 11, 12 or 13 months.
- Click on Card Status
- Make your selection from the inactive time period
- From results, choose the cancellation reason (note that this cancellation reason will be applied to all of the inactive Cards displayed on the screen)
- Cancel up to 20 Cards at a time
- Click Submit, receive the Status Tracking Number and Close
- Update will take place within 15 minutes
User Tip: Cancel Inactive Cards – What does this mean and why is it important?
An inactive Card is defined as an account that has had no activity for the past 10, 11, 12 or 13 months (you select the inactive timer period as part of your Advance Search). Perhaps the Cardmember is no longer traveling on company business or is using a personal product of some sort. In the later instance, it is critical to ensure your Cardmembers are using their Corporate Cards to capture all of your company’s spend data. Without this data negotiations with your preferred vendors and your ability to obtain discounted rates may be negatively impacted.
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Assign Card Cancellation Rights to a Secondary Program Administrator
When you leave for vacation or if you are out of the office and need assistance processing applications, simply contact the American Express @ Work Helpdesk at (800) 238-8087, Option 2, to designate an alternate Program Administrator. The secondary Program Administrator must be set up with the same Basic Control Access as you currently have. Once set up, Shared PAs may process applications by doing the following:
- Click on Status Tracking Overview underneath the Search Status Tracking on your left. Above the start date, you will see the following message: “You are currently sharing PA review with the following PA(s): (NameListed). The Shared PA should be aware that he/she needs to access the Main PA Status Tracking Overview page in order to complete any transactions. This is done by accessing the Shared PAs Status Tracking Overview page and clicking on the “Click Here” button to be taken to the Main PA Status Tracking Overview page.
- Once in the Main PA Status Tracking Overview Page, the Shared PA can click on any number in the Status Tracking Overview of the main PA and (delete) be taken to the Status Tracking Summary for the main PA. At this point, if the Shared PA clicks anywhere on the left navigation bar, he/she will immediately be taken back to his/her own Transaction overview page.
- The Shared PA will be able to see the transactions as the main PA and access Status Tracking Detail by clicking on a particular tracking number. “Click Here” links will display on that page enabling the Shared PA to cancel Cards. Additionally, the Shared PA will see the link to go back to the main PAs Status Tracking Overview and Search pages, as well as his or her own Status Tracking Overview and Search page. If the Shared PA has actioned a transaction, the action would be indicated on the detail page.
SUSPEND and UNSUSPEND
Cards may be Suspended or Unsuspended at any time. This feature is helpful in managing delinquent accounts or employee leaves of absence.
- Click the Suspend link
- Enter in the date the Suspension will be in effect (mm/dd/yyyy)
- If you would like to Unsuspend a Card, a previously supplied date will already be populated and you may override with a current date to unsuspend the Card entirely (or simply provide a new date for "last day for suspension").
- You can edit a Suspension date at any time
- Click Submit, receive your Status Tracking Number and click on Close
- The information will be updated within 24 hours
User Tip: Use Suspend / Unsuspend to modify Cardmember behavior
Do you have a Cardmember always running past due? You can suspend a Cardmember at any time as part of managing your overall program. This is a quick and easy way to help shape delinquent behavior.
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TRANSFER CARD
As a Program Administrator, you may be managing more than one Basic Control Account (BCA). If so, you can transfer a Card to a new Basic Control Account Number. Please be aware the Card will be subject to any features within the new BCA.
- Click the Transfer link
- Enter the new Basic Control Account Number
- If necessary, update the new Cost Center, Employee ID or Universal ID
- Given the characteristics of the new Control Account, you may see an additional note about services and you may be prompted to contact American Express at (800) 238-8087, Option 2
- Click Submit, receive your Status Tracking Number and click on Close
- The information will be updated within 24 hours
UPDATE EMPLOYEE ID, COST CENTER, UNIVERSAL ID
You can easily update Accounting Information such as Employee ID, Cost Center and Universal ID. If you need to update these fields for multiple Card accounts, please use the Advanced Search.
To update a single Employee ID, Cost Center or Universal ID:
- Click the Change link next to the field in which you would like to make your change.
- Enter the new Employee ID, Cost Center or Universal ID information
- These fields are determined by the set up of your Basic Control Account. If you would like to change your Basic Control Account setting, please contact your American Express Representative or call (800) 238-8087, Option 2
- Click Submit, receive your Status Tracking Number and click on Close
- The information will be updated within 24 hours
User Tip: Making changes to the Cost Center, Employee ID or Universal ID:
Edits to these fields through your Account Profile will result in accurate information being stored in our Data Repository, which can be later viewed in Cardmember Activity Reports through American Express @ Work Reporting. You may then sort or query your data so you can easily recognize spend trends and quickly take action according to your organizational policies.
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To update multiple Employee IDs, Cost Centers or Universal IDs:
Use Advanced Search to help further refine your Profile search by allowing use of secondary search criteria or locate information across a group of Card accounts.
To use Advance Search:
- Click Advanced Search link
- From your menu listed, select up to 3 criteria by which you would like to search:
| Search Criteria |
What does this mean? |
| Name on Card is |
Name embossed on Card |
| Account Status is |
Active, Inactive Accounts for the past 10, 11, 12 or 13 months |
| Account Number is |
Card number |
| Employee ID is |
Input internal data on Employee - 10 digit/character field |
| Cost Center is |
Input internal data on Employee - 10 digit/character field |
| Universal ID is |
Input internal data on Employee - 25 digit/character field |
| Basic Control Account is |
# where your Cardmember activity can be found with Reporting |
From your Advanced Search Results page, you have the option to change Accounting Information across a group of Card accounts, all in one step.
- Edit Employee ID, Cost Center or Universal ID for up to 20 Cards at a time
- Click Submit, receive the Status Tracking Number and Close
- Update will take place within 24 hours
User Tip: Multiple Cancellations or Accounting Information Changes
From the Search Results page, if you just click on GO without either choosing from the drop down list or selecting a box near the Account Name, your information will not change. Please be sure to make your selections prior to clicking on GO. |
MONITOR SPENDING & PAYMENTS
You have the ability to quickly view the Card account status including payment history and charge activity for any Card account or Central Billed Account. This is critical in ensuring compliance with your company spending policies and timely account payment.
VIEW ACTIVITY
You can view activity that is unbilled, billed and previously billed for up to 6 months. You can monitor information on charges, payment status and process a Credit Balance Refund. Follow the steps below:
- Click the View Activity link
- You will be presented with Account Information, Spending and Payment Information and Recent Activity, as seen on the Card Profile
- Located next to Billing Details, select to view:
| Billing Details |
What does this mean? |
| Unbilled |
Charges that occur AFTER the last day of your billing cycle to present day |
| Billed |
Charges on the last statement the Cardmember received |
| Previously Billed |
Previous statements with Cardmember activity for each billing cycle |
- You may see up to the past 6 months of previously billed statements. If you need to see statement information beyond that, please call Customer Service at (800) 238-8087, Option 2
- Click on Go to Card Profile, located in the Account Information section to return to the main Card Profile
>CREDIT BALANCE REFUND
If the Cardmember Activity screen reflects a Credit Balance, you may request a Credit Balance Refund by doing the following:
- Click on the Refund link located next to the Recent Activity section
- You will be asked to verify your information as a Program Administrator, Company information and Employee information
- You will be asked to verify information regarding the cause of the Credit Balance
- Select where the Credit Balance Refund needs to be sent
- Click Submit, receive your Status Tracking Number and click on Close
LIMIT INFORMATION & EDIT
You will be provided information for any limits assigned to a Corporate or Corporate Purchasing Card account, including whether the limits were assigned by your Company or American Express.
>LIMIT INFORMATION & EDIT: CORPORATE PURCHASING CARD
Follow these steps to change a limit:
- Click the Change Limit link
- You will be taken to a separate page where you will be asked to select either Permanent Limits or Temporary Limits (Indicate END DATE if the limit being set is Temporary. Permanent Limit changes will over-ride any previously set Temporary Limits)
- Set Limits at either monthly levels or per transaction
- The Variance Fields allow you to indicate up to what % the Cardmember may spend above your indicated monthly or transaction limits
- If your organization is using Preferred Supplier Lists (PSL), these will be available for you to select from in the dropdown provided (note that you must know which numeric digit is associated with which preferred supplier list as descriptions are not available).
- PSL Threshold indicates up to what $ amount the Cardmember may spend at any supplier that is not within the PSL (on a per transaction basis)
- Industry Restrictions allow you to check off specific industries where you would like to block Card usage. Please note that if the PSL List has been chosen, then this will over-ride any industries that are individually selected within this area
- Click Submit, receive a Status Tracking Number
- The Temporary limit is in effect immediately
- The Permanent limit will be updated within 24 hours. If you need this to be immediate, please contact American Express at (800) 238-8087, Option 2
- Click on Return to Card Profile
LIMIT INFORMATION & EDIT: CORPORATE CARD
To change a limit for a Corporate Card (Flexible Spending Feature), follow these steps:
- Click the Change Limit link
- You will be taken to a separate page where you will be asked to select either Permanent Limits or Temporary Limits (Indicate END DATE if the limit being set is Temporary. Permanent Limit changes will over-ride any previously set Temporary Limits.)
- Set Limits at either monthly levels or per transaction
- The Variance Fields allow you to indicate up to what % the Cardmember may spend above your indicated monthly or transaction limits.
- Note the following Key Information on Flexible Spending Features for Corporate Cards:
- For any limit changes (whether American Express or Client Defined), an Account must be in current status or in a good standing, and are subject to American Express internal risk policies and procedures. For any immediate or urgent inquiries please call 1-800-238-8087, Option 2
- If limit change is being requested for an account under the American Express Defined Flexible Spending Features Program (limits placed on Card account by American Express) please note that limit increases are not permitted for accounts that have not reached 1 year in tenure.
- Click Submit, receive a Status Tracking Number
- The Temporary limit is in effect immediately
- The Permanent limit will be updated within 24 hours. If you need this to be immediate, please contact American Express at (800) 238-8087, Option 2
- Click on Return to Card Profile
VIEW ACCOUNT CHANGE HISTORY
You can view the history of online transactions associated with a Card account (back to the last 10 transactions). Use this to determine which Program Administrator (Requester Name) requested and/or performed account maintenance for any given account.
- Clicking on the tracking number permits you to go into the Status Tracking area of American Express @ Work and view more details associated with the activities performed.
PROCESS APPLICATIONS
Search for and manage existing applications or submit a new application using either the Employee Initiated Application or Program Administrator Initiated Application. You can also process a Supplementary Account for your Business Travel Account and process Premium Cards such as Gold and Platinum Card applications.
Upon clicking on Process Applications, you will be presented with a set of query search options to your right titled "Find Applications" OR "Submit New Applications"
FIND APPLICATIONS
You can locate an application or the status of an application by following these steps:
Select criteria in the drop down box entitled "Show me all applications where:"
| Choose from the menu: |
What does this mean? |
| Applicant Name |
This is the name on the application |
| Application Status |
Once submitted to American Express, this will indicate if it is pending approval or declined |
| Basic Control Account |
This is part of your hierarchy used to manage the placement and activity of your Cardmembers |
You will arrive at a page that lists recently submitted applications and you will be permitted to:
- Review and Submit Applications:
Review applications that have been submitted to American Express for processing. While in review mode, you may over-ride or input into the following fields to ensure applications are accurate and are in keeping with company policy – Employee ID; Universal ID; Cost Center; Card Type (if applicable)
- Reject Applications:
Reject applications that have been submitted by applicants. Upon rejection, the Card applicant will receive an e-mail* advising them that there is a problem with their Card application and that they should contact their Program Administrator (*this flow will only occur if the applicant has input their e-mail address into the optional e-mail field provided on application).
- View Status of Applications (submitted to American Express by Program Administrator)
View the current status of an application submitted to American Express for processing.
- Shared PA: Assign Application Approver Rights to Another Program Administrator
When you leave for vacation or if you are out of the office and need assistance processing applications, simply contact the American Express @ Work Helpdesk at (800) 238-8087, Option 2, to designate an alternate Program Administrator. The secondary Program Administrator must be set up with the same Basic Control Access as you currently have. Once set up, Shared PAs may process applications by doing the following:
- Click on Status Tracking Overview underneath the Search Status Tracking on your left. Above the start date, you will see the following message: “You are currently sharing PA review with the following PA(s): (NameListed). The Shared PA should be aware that he/she needs to access the Main PA Status Tracking Overview page in order to complete any transactions. This is done by accessing the Shared PAs Status Tracking Overview page and clicking on the "Click Here" button to be taken to the Main PA Status Tracking Overview page.
- Once in the Main PA Status Tracking Overview Page, the Shared PA can click on any number in the Status Tracking Overview of the main PA and (delete) be taken to the Status Tracking Summary for the main PA. At this point, if the Shared PA clicks anywhere on the left navigation bar, he/she will immediately be taken back to his/her own Transaction overview page.
- The Shared PA will be able to see the transactions as the main PA and access Status Tracking Detail by clicking on a particular tracking number. “Click Here” links will display on that page enabling the Shared PA to process applications or guarantee Cards. Additionally, the Shared PA will see the link to go back to the main PAs Status Tracking Overview and Search pages, as well as his or her own Status Tracking Overview and Search page. If the Shared PA has actioned a transaction, the action would be indicated on the detail page.
SUBMIT APPLICATIONS
There are two options to submit a new Cardmember application, Program Administrator Initiated Application and Employee Initiated Application. You may also process a Supplementary Account for a Business Travel Account, if your Company currently uses this type of billing account.
- Program Administrator Initiated Application
- Employee Initiated Application
- Supplemental Business Travel Account
Program Administrator Initiated Application
With this option, a Program Administrator can complete the application on behalf of the employee following the steps below:
- Enter the Basic Control Account where indicated in the Submit New Applications box
- Click on Continue
- Complete the application information for the employee. The information presented and being required is driven by the set-up of your Basic Control Account. If you need to change this setting, please contact American Express at (800) 238-8087, Option 2
- Click Submit, receive your Status Tracking Number and monitor the status via Status Tracking Overview
Employee Initiated Application
With this option, a Program Administrator enables employees to complete their own application online using Access Keys and Automated Approval Routing. Benefits of using the Employee Initiated application include pre-elimination of employee information re-keying by the PA, pre-population of required fields based on your BCA set-up, automated approval routing with an audit trail of approving manager information and automated employee application status updates via e-mail.
In order to use the Employee Initiated Application process feature, the PA must first create Access Keys, Activate Approval Routing and communicate with Card Applicants and Approving Managers.
Step 1: CREATE THE ACCESS KEY
A Program Administrator creates and manages an access key that ‘grants permission’ for an employee to complete the application online while following the controls set in place when setting up the access key.
- Locate the Create & Manage Access Keys in the Submit New Applications box
- Click on Create New Access Key
- An alpha-numeric Access Key will be auto-generated and will be assigned to the Basic Control Account. There is only one access key per Basic Control Account.
- The access key can be created to include any of the following:
- Allow a certain number of applications to be processed with this Access Key (Maximum and default is 10,000)
- Allow the Access Key to expire at any time (Default is 2 years)
- Provide a nickname for the Access Key to make it easier to remember that this Access Key is assigned to Division 123 without having to remember the 15 digit Basic Control Account Number
- If applicable, you will be provided with the option to allow an applicant to select a Premium Card. Check the appropriate box, ( this may be overridden by the Program Administrator during the final review prior to submitting to American Express)
Step 2: Activate Approval Routing
Automate the process of obtaining online approval from authorized approvers of applications by simply choosing to activate the Approval Routing feature. This will streamline the approval routing process and provide the Program Administrator with an audit trail of the approving manger information to have on file.
- Once the Access Key is created, click on Activate Approval Routing
- The Program Administrator e-mail address will automatically appear as you have permissions from your Company to process applications
- If you have only (1) Approving Manager for your entire Basic Control Account:
- Enter the Approver Name, E-mail address and Phone Number
- This will be seen on the application that the employee will see online
- If you have multiple Approving Managers for your Basic Control Account:
- Enter a message in the Approver Name Field.
Example: "Enter your Approving Manager Information Here"
- This will appear on the application that the employee will see online
- You have the option to determine how this application is to be routed:
| Approval Routing Options: |
What Happens? |
| PA Only (PA = Program Administrator) |
- Employee completes online application
- Submits an e-mail to PA for approval
- PA logs into @ Work - reviews - submits to American Express for final processing
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| Response Required |
- Employee completes online application and clicks on Submit
- E-mail is sent to Approving Manager advising that the employee is applying for a Card
- Approving Manager will be required to respond to the PA via reply e-mail with a yes/no decision on the application
- If yes, PA reviews - submits to American Express for final processing will then submit to American Express for processing
- If no, application is not processed and PA will notify the employee of the decision
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| Response Optional |
- Employee completes online application and clicks on Submit
- E-mail is sent to Approving Manager to advise that the employee is applying for a Card
- Approving Manager will have the option to respond to the PA with a yes/no decision on the application
- If yes, PA reviews - submits to American Express for final processing will then submit to American Express for processing
- If no, application is not processed and PA will notify the employee of the decision
- If no response, PA reviews - submits to American Express for final processing
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| Advise Approver Only |
- Employee completes online application and clicks on Submit
- E-mail is sent to Approving Manager notifying to advise that the employee is applying for a Card
- PA reviews - submits to American Express for final processing
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| No Approval Routing |
- Employee completes online application and clicks on Submit
- PA reviews - submits to American Express for final processing
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Each option results in an ensuing e-mail that will accompany the Approval Routing and be sent to the Approving Manager.
E-mail Options Types and Text Samples:
Click on the sample message when you are setting up your Approval Routing Option. Outlined for you are the sample text messages that accompany the Approval Routing option.
Response Required
Requires that approver advise PA before PA submits application to American Express |
{{Applicant Name}} has listed you as the approver for his/her submission of an application for a {{Card Type}}.
Your Company requires approval prior to a {{Card Type}} application being submitted.
Please indicate your approval by forwarding this e-mail to the Program Administrator listed below.
Program Administrator name: {{PA Name}} Program Administrator e-mail: {{PA E-mail}} |
Response Optional
Does not require a response for PA to submit application to American Express. Optional for approver. |
{{Applicant Name}} has listed you as the approver for his/her submission of an application for a {{Card Type}}.
Please respond only if the applicant above should not have a {{Card Type}} by forwarding this e-mail to the Program Administrator listed below.
Program Administrator name: {{PA Name}} Program Administrator e-mail: {{PA E-mail}} |
Advise Approver
Primarily acts to advise approver that application has been completed by applicant. |
{{Applicant Name}} has listed you as the approver for his/her submission of an application for a {{Card Type}}.
This e-mail is for your information only, and does not require a reply. If you have concerns about this application, please contact your Program Administrator.
Program Administrator name: {{PA Name}} Program Administrator e-mail: {{PA E-mail}} |
PA Only
Routes e-mail back to PA to advise application has been submitted. *Often used as a reminder |
{{Applicant Name}} has requested the {{Card Type}}. Review the application in Status Tracking PA Review, to view the approver information. This e-mail is for your information only, and does not require a reply. |
Step 3: Communicating to Applicants & Approving Managers
Communication is key in ensuring your employees and Approving Managers are aware of the online application process and their responsibilities for the successful, timely approval and processing of applications.
You may choose to leverage your Intranet Site, internal communications channels, Welcome Kits, or numerous methods to communicate the application and approval process to your employees. Use the E-mail Template located in the Resources & Help center, within the Manage Your Program section to communicate to employees who are requesting a Card. This will provide the URL, step-by-step instruction for the application and your contact information if they have any questions.
Employee –Initiated Application Process
- Applicants should go to www.americanexpress.com/applyforcard to complete their application online. The employee will be asked for the Access Key. This will 'grant permission' to access the online application.
- If the applicant includes their e-mail address on the application, an e-mail will be sent to that individual regarding the status of the application. This will decrease the number of calls a Program Administrator receives regarding the status of the application.
- Locate an **LINK THIS Approval Routing Guide** with just the information on the creating and management of the access key within the American Express @ Work Resource Center, within the Manage Your Program section.
PROCESS A BUSINESS TRAVEL SUPPLEMENTARY ACCOUNT
The Business Travel Account (BTA) is a Cardless account that travelers use to bill air and rail charges. Travel may be booked either through your Company’s designated travel agency (or agencies) or through American Express Business Travel Services.
The BTA is recommended for a company who needs to charge air or rail for infrequent travelers, consultants, job candidates, employees who don’t have an American Express® Corporate Card and even large groups traveling on Company business. With a BTA, your Company can request up to 99 supplemental account numbers that identify charges by cost center, division or department, or individual traveler. Your Company is responsible for reconciling and paying the monthly statement in full.
If you are currently using a BTA, you can add a Supplementary Account online via the Submit Application feature in American Express @ Work. It is fast, easy and can help you with the reconciliation of your monthly BTA Statement. By using the Supplementary Account, you can break down the billing of that activity and allow for easier reconciliation and allocation of those charges to your appropriate groups. Follow these steps:
- Click on Submit New Application
- Enter the Basic Control Account for your BTA
- Complete the Application presented with your BTA information
- Click Submit, receive your Status Tracking Number
- If you need assistance with this feature, call the American Express @ Work Helpdesk at (800) 238-8087, Option 2
- If you are not familiar with the BTA and want to learn more about this billing option and determine if it is a fit for your Company, please contact your American Express Representative.
> REPORTS
Within the Reports section you can easily access your Management Information. Get a complete picture of your company’s spending by accessing our various reporting solutions: Card Reports & Data Files, Customized Reporting and Business Travel Reports.
Not a Report Recipient? Simply click here to learn more about American Express @ Work Reporting.
*Note - You may or may not have access to all of the options listed below. Access is based on user permissions which have been designated by your organization.
CARD REPORTS & DATA FILES
Gain access to your standard report folders and download static pre-built monthly reports or data files for Corporate Card and Corporate Purchasing Card. Each option will have its respective individual reports separated into one of three categories to help you successfully maximize your program(s).
CUSTOMIZED REPORTING
Use the GO button under Customized Reporting to access our powerful and flexible online reporting tool. Through the Customized Reporting welcome page you can access:
- Shared Reports: Run reports based on shared templates
- Create Report: Create a grid or graph report from scratch
- History List: View reports you have already run or which have been run for you via schedules
- My Reports: Easily retrieve saved reports
- My Subscriptions: Manage the reports you have set up to run on a regular basis
BUSINESS TRAVEL REPORTS
This section provides an overview of your Travel and Entertainment expenses, summarizing travel activity for management review. Business Travel Reports are separated into three categories:
Business Overview:
- Oversee your air, hotel, and car program through various data views
Policy Management:
- Track traveler compliance
- Identify areas and reasons for noncompliance
- Monitor travelers' trends and behaviors
Sourcing Management:
- Monitor spend with suppliers
- Determine potential return on spend
- Track savings and sources for savings
REPORTING OPTIONS
If you are interested in learning more about the various reporting and data options available to your company from American Express @ Work Reporting, please contact your American Express Representative or the American Express Reporting servicing number at (800) 542-0995.
NOT A REPORT RECIPTIENT?
American Express @ Work Reporting gives you the power to view your Corporate Card, Corporate Purchasing Solutions, and/or Business Travel data in a secure, password-protected Web environment at anytime from anywhere.
American Express @ Work Reporting allows you to:
- Manage your Programs
- Maximize Control
- Drive Savings
Our suite of intuitively designed reports are presented in two user-friendly formats (Microsoft Excel® and PDF) and will empower you to manage Cards, monitor compliance and analyze spend trends to identify savings opportunities. You can access these reports through a secure, password-protected Web environment at anytime from anywhere.
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To learn more about or enroll in American Express @ Work Reporting, please speak with your Account Representative or call (800) 542-0995.
> PROGRAM INFORMATION & TOOLS
Within the Program Information & Tools section, you will be provided access to view your Company Hierarchy, View Shared Permissions and Statement Delivery Options. These are all components of managing your American Express program.
COMPANY HIERARCHY
The Company Hierarchy is the billing structure of your American Express program. It is what drives reporting and determines where your program information can be found.
Locate a Basic Control Account number or simply click on the arrow to manually expand the hierarchy. You will find the Basic Control Account (BCA), Company Name and Contact Person for that Control Account number and the number of Cards that reside within this Control Account.
VIEW SHARED PERMISSIONS
Using this feature, you can identify Program Administrators who may be able to process maintenance requests for Application Processing in your absence.
In order to set up another Program Administrator with the ability to share these functions, you must call American Express at 1-800-238-8087, Option 2 and speak with a customer service representative. You will be asked to supply the following information to enable this sharing process:
Your Company would have provided an authorization to American Express to participate in any of the online solutions listed below. Your Company may or may not be participating in all or any of these solutions.
ONLINE BILLING SERVICES
Corporate Purchasing Clients Only: Receive your Company’s paper consolidated monthly Fanfold bill online via American Express @ Work. This is available 24 hours after your billing period closes. This feature allows you ample time for reconciliation and payment to ensure contract compliance with payment terms.
Simply choose the Control Account number from the drop down menu and GO
To sign up for this service, call your Manager of Account Development or American Express at (800) 492-4979.
CORPORATE ACCOUNTS RECONCILIATION (CAR)
The CAR tool helps you automate your reconciliation process and integrate purchasing data with you back end financial systems.
For more information on this service please call your Manager of Account Development or American Express at (800) 238-8087.
SAVINGS at WORK
Savings at Work provides automatic cash rebates on everyday business expenses to American Express’ mid-size Corporate Clients. For your Company to earn a rebate, your employees simply need to use their American Express® Corporate Card with participating partners.
Visit americanexpress.com/savingsatwork or call 877-207-1098 for more details.
REBATE CENTER
If you are currently participating in Savings at Work or are a Business ExtrAA Client, you can access your Rebate Statement via American Express @ Work.
TRACKPOINT
Access data to locate impacted travelers in times of crisis or when the need arises. For more information on this service please call your Manager of Account Development or American Express at(800) 238-8087.
> GLOSSARY OF TERMS
| Glossary Term |
Description |
| Access Key |
An alpha-numeric code created by the Program Administrator (PA) to link individual Card Applications to a particular Basic Control Account. Once created, the Access Key is provided to applicants along with the Apply For Card URL where they can complete an online application which will then be routed to the PA for online review. A separate Access Key is required for each BCA that is managed by the PA. |
| Access Key Nickname |
Within "Access Key Maintenance" the PA can assign a name of their choice to assist in identifying each individual Access Key. |
| Account Alerts |
E-mail or text based Alerts that can be activated by the individual Cardmember within My Account. The available alerts include payment posted and balance update. |
| Account Status |
The current status of any American Express Account. |
| American Express @ Work |
An online portal hosting a suite of tools and functions to facilitate the program management needs for all American Express Corporate Card and Corporate Purchasing Card products. |
| Amex Business Travel |
Amex Business Travel provides program and policy management, sourcing experience and advisory services helping customers save more money and better control their travel spend. |
| Approval Routing |
An optional feature within "Access Key Maintenance" that, once set-up, enables the routing of an e-mail to a designated approver of an online application. This feature provides 4 pre-built messages the PA can choose to include in the automated e-mail. Only one approver can be associated with each Access Key. |
| BCA (Basic Control Account) |
A 15 digit number assigned to the lowest level of reporting and control within the Corporate Hierarchy Structure which is used to assign certain options and properties to the individual Cardmember accounts that are linked into it, i.e., Card and Liability Types, billing cycle, renewal period, etc. |
| Billed Activity |
Transactions that have appeared on a billing statement. |
| Business Travel Account (BTA) |
A central billing system that may be used as a payment vehicle for air and rail charges. |
| Business Travel Reporting |
Data associated with the use of American Express Business Travel. This data is specific to Travel services only. |
| Card Limits |
Limits that are imposed upon the Card Account, either by American Express or by the Client organization. These include Corporate Purchasing Card Limits, Amex-defined Flexible Spending Features and client-defined Flexible Spending Features |
| Cardmember Convenience |
Cardmember Convenience offers the individual Cardmember the option of receiving a paper statement, an online statement only, or both. |
| Cardmembers |
Individual American Express account holders possessing either a plastic or non-plastic account for billing purposes. |
| Control Account Number |
A 15 digit number assigned to accounts that are used within the Corporate Hierarchy Structure for reporting and control purposes only. |
| Core Reporting |
A reporting format for receiving data for any American Express Corporate Program - Core Reporting provides users with monthly static HTML reports (some reports may also be delivered daily). These reports are provided post billing cycle end date. |
| Corporate (Billing) Hierarchy |
The Corporate Billing Hierarchy Structure is the "organizational chart" of the Corporate Card Program and is used to reflect the various levels of reporting and control within the client organization through the use of various Control Accounts:
MCA - Master Control Account
ICA - Intermediate Control Accounts
BCA - Basic Control Accounts |
| Corporate Account Reconciliation (CAR) |
A reconciliation tool within the American Express @ Work Suite of products that enables integration of monthly Corporate Purchasing Card activity into client ERP systems and affords greater PA oversight. |
| Corporate Gold Card |
A Gold version of the Basic Corporate Charge Card for Corporate clients, which includes upgraded Cardmember insurance benefits. |
| Corporate Green Card |
A basic Corporate Card. |
| Cost Centre |
An optional 10 character alpha-numeric field to designate a client's internal department codes. |
| Credit Balance |
A negative balance on an account resulting from over payment, mis-posted payment or a refund issued by a merchant. |
| Credit Balance Refund |
A request for refund of credit balance on the Card account. |
| Custom Reports |
Ad hoc reports that may be built in American Express @ Work Enhanced Reporting utilizing prompts and templates for uniquely customized reporting. |
| Data Files |
Transactional, aging and Cardmember data electronically delivered to clients for use in reporting, industry spending analysis, audit and reconciliation and expense management. |
| E-mail Notifications |
Online e-mail "reminders" that Corporate Cardmembers can activate to advise when an online statement is ready for viewing. E-mail Notifications must be turned on for Cardmembers that have either elected to or have been mandated to receive ONLY online billing statements. |
| Employee ID |
An optional 10 character alpha-numeric field to designate client internal employee codes. |
| Employee Initiated Application |
Applications for Corporate Cards that are completed by employee applicants and then submitted to the PA for review. |
| Expense Reporting |
An optional fee based tool available within @ Work, Expense Reporting simplifies the Cardmember expense submission process by pre-loading Corporate Card transaction data for automatic Cardmember review, reallocation and submission. |
| Flexible Spending Features - Amex Defined |
Limits placed on Card account by American Express. |
| Flexible Spending Features - Client Defined |
Limits placed on card account by client organization. |
| History List |
The online Repository within American Express @ Work Enhanced reporting that stores up to 50 previously viewed cached reports. |
| Inactive Card |
A Card account that has had a zero balance over a period of 18 months. |
| Information @ Work |
A reporting format for receiving data for any American Express Corporate Program - Information @ Work provides users with monthly reports (in PDF and Microsoft Excel® formats). These reports are provided post billing cycle end date. |
| Intermediate Control Account |
The "middle" level within the Corporate Billing Hierarchy which houses the Basic Control Accounts. |
| Master Control Account |
The "Top" level within the Corporate Billing Hierarchy which houses the Intermediate and Basic Control Accounts. |
| My Account |
An Online Cardmember Servicing tool for viewing current and previous billing statements as well as unbilled charges. Cardmembers can also activate e-mail notifications and Account Alerts from My Accounts. |
| Payment Status |
Indicates account status as either current, or past due, i.e., 30 days, 60 days, etc. If there is no overdue amount, the account is ‘Current’. If the aging status is "60 days", part of the balance is 60 days overdue. |
| Permanent Limits |
Limits indefinitely placed on a Card account. |
| Permissions |
Designates the level of data and the types of product features that may be accessed by Program administrators and program owners. |
| Previously Billed Activity |
Transactions that have appeared on a statement from a previous billing period. |
| Program Administrator (PA) |
A designated individual within the client organization who manages the everyday tasks of the American Express Program Functions, such as canceling Cards, initiating online applications, obtaining reports, etc. |
| Program Owner (PO) |
A designated individual within the client organization who owns the relationship with American Express in order to oversee Program maintenance functions. When the client organization has a designated Program Owner, this "owner" will often oversee the individual Program Administrators. |
| PSL (Preferred Supplier List) |
A listing of specific and approved suppliers as designated by the client organization. This listing (PSL) is preloaded into Program Management and Reconciliation tools for the purposes of assigning PSLs to new Card accounts and to allow for accurate reconciliation. |
| Reporting |
Overall term to describe the reporting products (Core, Information @ Work and Enhanced) available to access Corporate Card and Corporate Purchasing Card data. |
| Shared Permissions |
A feature within @ Work that permits the sharing of key functions between two or more PAs within the client organization. The key functions that may be shared are Cancel Card and Approve Applications. |
| Statement Delivery |
The Cardmember billing statement delivery method. |
| Status Tracking |
A function within Program Management that allows the PA to follow up on or research transactions that have been submitted for processing. |
| Temporary Limits |
Limits temporarily placed on a Card account. |
| Thresholds/Variance Percentage |
The percentage of spend that can be incurred by a Cardmember when a transaction occurs outside of the Preferred Suppliers Listing. This is applied on a transaction basis. |
| Thresholds/Variance Total Amount |
The total dollar amount of spend that can be incurred by a Cardmember when a transaction occurs outside of the Preferred Suppliers Listing. This is applied on a transaction basis. |
| Unbilled Activity |
Transactions that have been posted since the last Statement cut-off date, and have not yet been billed to the Account. |
> AMERICAN EXPRESS @ WORK FAQs
What is American Express @ Work?
American Express @ Work is an online portal hosting a suite of tools and functions to facilitate the program management needs for all American Express Corporate Card and Corporate Purchasing Card products. It is accessible via the American Express home page.
How do I register for @ Work?
Registration for @ Work is a two-step process. Your company will first need to be set up on @ Work. This can be arranged by your American Express Account Representative. Once set up is done, you will need to complete an online registration process to establish your User ID and Password.
If your Company is not set up for @ Work:
- Contact your American Express Representative to initiate the set up. You will be asked to provide a Verification Word, along with a Verification PIN. This information allows your American Express @ Work user profile to be created. Your profile identifies what functions you can perform and what Control Accounts you have access to manage, based on the information provided by your company.
If your Company is set up for @ Work:
- Locate your @ Work Welcome e-mail from American Express which includes your Access Code and link to www.atwork.americanexpress.com.
- Follow the on-screen instructions to create your unique User ID and Password.
What services can I access through the American Express @ Work Portal?
American Express @Work, enables you to quickly and efficiently:
- Manage Your Company’s Card Accounts Online – Locate Card Profile to perform tasks such as address updates, cancel and suspend/unsuspend cards, change account details, etc. Using this component you may also search for and manage online applications within @ Work.
- Manage Expense Reporting and Purchasing Reconciliation – @ Work Automation of the entire reconciliation process results in increased control and accuracy of accounting and cost allocations.
- Access Management Information Reports – View pre-built Standard monthly reports for Corporate Card and Corporate Purchasing Solutions, as well as access templates to build Customized Reports for Corporate Card and Travel products. Customized options permits real-time queries, report filters and download to a PC.
- Find information and resources to help you keep up to date and manage your program
Once I register for @ Work, will I be able to access all available services?
Access to manage your company’s Card Accounts, complete Online Applications and create management information reports is based on permissions granted by your Company. You will only see those services that you have been given permission to view. If you would like access to any additional services, please call American Express at 1-800-238-8087 or contact your American Express Account Representative.
What is an Approver?
Approvers are designated people within your organization whom American Express can contact to verify the identity of a new user.
How can I reset my @ Work password?
To reset your @ Work password, simply click on the "Forgot Password" link below the login tab on the @ Work homepage and follow the prompts or call 1-800-238-8087.
Which administration tasks can I perform using American Express @ Work?
Most administrative tasks can be performed in the Manage Card Accounts area of @ Work, easily enabling you to cancel Cards, transfer Cards to a new Control Account, update Cardmember contact details, and change employee ID or Cost Center.
The Process Applications area allows you to complete applications on behalf of an employee or enable employees to submit applications to you through an Access Key.
You can also see additional information at a glance for the accounts you manage – e.g. view which Cards are active or cancelled in a Cost Center you manage, see current contact details, as well as account and spending information for an individual Account that you manage.
What is an Access Key?
The Access Key is used in the online application process. There are two types of online application processes: Program Administrator (PA) Initiated Application and Applicant Initiated Application. The Access Key is a unique code used in the applicant initiated application process.
With the applicant initiated application process, providing the Access Key to the applicant ensures that the proper application is completed and routed to the correct PA before submitting to American Express. The PA creates the access code, linking it to a Basic Control Account (BCA). Once the access key is created, it is given to applicants online through the Program Management section of the American Express @ Work Website.
A Card profile is a snapshot of all of the Cardmember information allowing you to view and perform account maintenance without having to re-key in the Cardmember account number.
How do I search for and view a Card Profile for an Account that I manage?
In the Manage Card Accounts area, a find Card profile option appears which allows you to select the appropriate Card Profile search option from a dropdown list.
What should I do if I cannot access a Card profile for an Account that I manage?
If you cannot access Card Profile information for a Cardmember that you manage, please contact us at 1-800-238-8087, or call your American Express Representative to review your level of authority and request a change if necessary.
How long will it take to process my administrative requests via American Express @ Work, (e.g. Card Cancellations or Card Transfers)?
Some requests occur immediately in REAL TIME, such as cancelling or suspending an account online.
For other tasks, such as changing employee details or transferring an account, these changes will be reflected the following business day.
To locate the status of any transaction you have submitted through American Express @ Work, search for the related Tracking number through "Status Tracking Search".
What is a Tracking Number?
Every time you perform a task within American Express @ Work, you are provided with a Tracking Number. This number is auto-generated by American Express and will help you to “track” the status of any function you perform. Locating and viewing the status of certain functions will provide you with an update and will support more successful online management of your accounts.
How can I see Tracking Numbers for tasks that are not performed through American Express @ Work?
When you use manual processes to request a task (i.e. – calling in to speak with a representative or faxing in a request), we are unable to reflect the status of those tasks within @ Work as this was not the original point of origin.
It is recommended that whenever possible you use American Express @ Work to ensure more accurate and timely processing.
What if I need to perform a task immediately that is not offered in “REAL TIME” within @ Work?
For tasks of an urgent nature, you must call American Express direct at 1-800-238-8087. A support representative will take all of the required information and help expedite your need.
How do I reinstate a Card that I cancelled in error online?
If you cancel the wrong Card, please contact American Express at 1-800-238-8087 to reinstate the Card.
Will I have the option of selecting whether a new plastic Card is needed upon reinstatement?
No. Online Program Management will automatically re-issue new plastic with the new replacement number upon reinstatement.
How do I cancel multiple Cards online?
You can cancel up to 20 Cards in a single request. Use ‘Search’ to find the Accounts you would like to cancel:
- For example, you can search by the relevant Cost Center number and from the list displayed; select the relevant Account Numbers that you wish to cancel.
- Or you can simply enter all the Account Numbers by using ‘Search by Multiple Account numbers’ and following the on-screen instructions to cancel the selected Cards.
How do I obtain templates and more help information for using @ Work?
Within the American Express @ Work Help and Resources section, a number of templates are available to help you communicate with your Cardmembers. You will also find a variety of tools to support the creation of customized reports and enable selection of the correct report templates for obtaining Standard reports. Additionally, we have recently added an online “Getting Started Guide” which is a comprehensive online help guide with steps and procedures for performing all of the required tasks within @ Work. To access the Resource Center and Getting Started Guide, click on the “Resource and Help” link on the main toolbar from the @ Work homepage. A number of links and descriptions will guide you from there.
How can I allow another individual within my organization to help me approve and submit applications through @ Work?
@ Work offers a “PA Shared Status” feature, enabling another individual within your organization access to the Card accounts you manage. This feature provides the “Shared PA” with only the ability to approve and submit applications, as well as immediately cancel card accounts when required. This feature must be activated manually by calling American Express at 1-800-238-8087 and speaking with a support representative.
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