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Coronavirus (COVID-19) Support

We know that things feel uncertain right now. The health and wellbeing of our Card Members and colleagues is our number one priority, and we’re here to help.

 

You’ve got questions and we want to answer them as quickly and efficiently as possible. Our service centers are experiencing higher call volumes than usual, so we’ve put together some helpful information you can refer to in the meantime. We’ll continue to update this information as needed.

 

We’ve been committed to serving our customers for 170 years, even in the most challenging times, and we look forward to continuing this tradition. Our thoughts are with you and your loved ones as we get through this crisis together.

COVID-19 Resources and Support


Manage Your Account

Go Digital

You can view and manage your account 24/7 online and through the Amex® App:

Corporate Card Holders can also go online or use the Amex App to:

To get started, simply create an online account. Then, download the app. You can also text MOBILE to 86509 to receive a download link for the Amex App.*

 

Support for Personal Savings Customers

You can view your personal savings account online 24/7. Simply log in to manage your account, check your balance, deposit checks by phone, transfer money, set up alerts, reset your password, and more. Visit the Personal Savings Homepage to view call center availability and up-to-date hold times.


Keep Your Account Secure

Here’s how to manage your security during this time:

 

Update your contact information

Make sure we have your current email and cell phone number on file. We’ll use them to get in touch if there’s an issue with your account or if we need to confirm your identity. Log into your account to edit or update this information.

 

Be aware of scams

Unfortunately, scammers might try to use the COVID-19 crisis to defraud consumers through  phishing attempts like suspicious emails or text messages. The end goal is to get you to reveal personal information, make purchases or donations on spoof websites, or download malware onto your device by opening a malicious attachment. 

 

Here are a few things to keep in mind:

  • We’ll never ask you to verify sensitive information such as your name, account number, or password through email.
  • If you think you’ve received a phishing email, don’t click any links.
  • Forward all suspicious emails to spoof@americanexpress.com and we’ll take it from there.
  • After forwarding us a suspicious email, we suggest deleting it from your inbox.

For more information on how to protect your account, visit our Security Center.


How to Dispute Charges

If you find a charge you feel was in error, you can dispute it online.

 

Here are a few things to keep in mind when disputing a charge:

  • It’s often easiest to contact the business or merchant directly. Many businesses have cancellation or refund policies related to COVID-19 that may apply to your charge.
  • If a business or merchant has agreed to a refund, it might take a little longer than usual for the money to post to your account due to a high volume of disputes.
  • If you haven’t been able to resolve the dispute through the business or merchant, feel free to contact us directly. We may suspend the payment while we review the dispute.
  • You won’t be responsible for the dispute charge while we look into it.
  • If you file a dispute with us and the merchant or business in question has already refunded you, just keep in mind that we’ll rebill the charge to your account.

To file a dispute online, simply log in to your account and choose the transaction you’d like to dispute in your statement.  Filing a dispute online can be faster and follows the same process as calling into customer care.

 

Financial Assistance

During these challenaging times, you may be able to get financial support. Learn more about flexible financial solutions that can work for you by visiting our Financial Relief Program site.


American Express Travel

We’re here to help when your travel plans are on hold. Visit the American Express Travel COVID-19 Information Hub to modify travel plans you’ve booked through American Express Travel and review our policies.

 

Here are some things to keep in mind:

  • Contact us to modify or cancel your plans no more than 72 hours before your travel date, so we can assist Card Members with more urgent travel.
  • Check the policies of airlines and other travel partners before contacting us, since the situation is still evolving.
  • Contact the merchant directly for travel you didn’t book with American Express.

Lounge Access  

Due to COVID-19, please be aware of the temporary changes to lounge access and availability:

  • All Centurion® Lounge locations are temporarily closed. You can get the latest information about our airport lounge availability by using the LoungeFinder tool within the Amex App or by visiting TheCenturionLounge.com.
  • Certain Delta Sky Lounges are temporarily closed. You can get the latest information on Delta Sky Lounge availability by visiting Delta’s Travel Update Center.

Here are some more helpful information:


Entertainment & Events

We’ll continue to offer Card Members special access to future concerts and events. If you have concerns about tickets for an upcoming event, you should:

 

  • Contact the primary ticket seller or event organizer for the most accurate refund policy.
  • Check American Express Experiences for up-to-date information.

Welcome Offers on Cards

We’re pleased to extend the welcome offer period for eligible Card accounts approved from December 1, 2019 through May 31, 2020.

 

Here’s what that means:

  • Eligible Cards include consumer and Business Cards issued by American Express National Bank to a Basic Card Member.
  • Eligible Card Members will have an additional three months to make purchases towards a welcome bonus.
  • This extension doesn’t apply to offers related to adding Additional Card Members, promotional APRs, balance transfers, or any other pricing terms.
  • This extension doesn’t apply to welcome offers for non-US Cards or American Express Cards issued by other financial institutions.
  • This extension will automatically be applied. You don’t have to do a thing.

Here are some other things to note:

  • If the terms of your original welcome offer already provided for a three-month period, we’ll extend the offer for a total of six months from the date the account was approved or upgraded.
  • If the terms of your original welcome offer provided for a six-month period, we’ll extend the offer for a total of nine months from the date the account was approved or upgraded.
  • You can find your approval date on the email we sent to notify you of your approval.
  • You’ll receive the extension if you applied for Card by May 31, 2020 and were approved at a subsequent date.

Resources for Business Owners

We know that this situation is presenting unique challenges and concerns for our small business owners.

 

Visit Business Trends & Insights for tips, guides, and insights we’re compiling in response to your concerns and questions. We’re updating this page as things change.

 

Download the Amex® Business App to view your account and manage your business expenses 24/7. Here’s how it works:

  • Download the Amex® Business App from the app store or text AMEXBUSINESS to 86509 to receive a download link*.
  • Log in using your American Express username and password or create an online account.
  • Use the app to view transactions, manage employee Cards, create digital expense reports, capture receipts, and more2.

Contact Us

Customer Service 1-800-528-4800
24/7
TTY/TDD 1-800-221-9950
24/7
TTY/TDD (in New York) 1-800-522-1897
24/7
Apply By Phone 1-800-243-3888
6 AM - 2 AM ET, 7 DAYS
Pay Bill 1-800-472-9297
24/7

1. The American Express® App

Text MOBILE to 86509 to receive a link to download on your iPhone® iOS or Android™ phone. See app store listings for operating system info. Message and data rates may apply. 

* iOS and Android only. See app store listings for operating system info.

 

2. The American Express® Business App
The American Express® Business App is available with American Express Business and Corporate Cards. Functionality may differ based on Card product or program. American Express is not responsible for the completeness or accuracy of receipts displayed. Receipts will be stored until the earliest of the following: (1) seven years from the end of the calendar year that the receipt was uploaded or (2) the date that your online account is closed. American Express reserves the right to delete or purge receipts for any reason in its sole discretion, with or without notice. The Amex® Business App is available on the App Store® and Google Play™. Apple, the Apple logo and iPhone are trademarks of Apple, Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc. Google Play is a trademark of Google Inc.

*Eligible for iPhone running iOS 11.0+ or AndroidTM phone running 6.0+ only. Message and data rates apply.

 

American Express Travel Related Services Company, Inc., is acting solely as a sales agent for travel suppliers and is not responsible for the actions or inactions of such suppliers. Certain suppliers pay us commission and other incentives for reaching sales targets or other goals and may provide incentives to our travel counselors. For more information, visit americanexpress.com/travelterms.

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