United StatesChange Country

Coronavirus Support

COVID-19 Support

Here’s how American Express can help

 

During this uncertain time, nothing is more important to American Express than the health and safety of our customers and colleagues. We want you to know that we’re here to help.

 

To help you more easily get the answers you are looking for, we have streamlined some helpful information and tips to have at your disposal. As the situation evolves, we’ll continue to update this information to keep you informed.

 

We remain focused on providing you with the service and support you have come to expect from us.

 

For 170 years, we have been committed to serving our customers, even in the most challenging of times. Thank you for continuing to trust us with your Card Membership and your business needs. Our hearts go out to everyone who has been impacted by this global crisis.

Managing your Account

How to stay connected digitally:

We want to reassure you that no matter where you are, we’re here for you online and through the Amex App, where you always have quick and easy access to your account. If you’re not enrolled, it’s easy to get started:

 

You can also text MOBILE to 86509 to receive a download link for the Amex App.*

 

Once enrolled, you can make a payment, view your transactions and statements, freeze your Card, and so much more at your own convenience. Our digital tools are fast, secure, and easy to use anywhere, any time.

 

Helpful Links

Business Specific:

Support for Personal Savings Customers

Our online banking website remains available to you 24/7 where you can easily manage your account and check balances, deposit checks by phone, transfer money, set up alerts, reset your password and more. You can also get the latest information about our call center availability and hold times on the Personal Savings Homepage.

If you haven’t already, create an online access account now.


Account Security

Take a moment to update your information:

Take a moment to ensure we have your most recent email and mobile phone number on file. It’s an easy way to reach you if there is ever an issue with your account. It also helps us to confirm your identity when you call in. Update important information, such as your email and phone number.

 

Keep your accounts protected

Watch out for scams or phishing attempts through suspicious emails and text messages related to purchasing medical supplies and gift cards, U.S. stimulus check payments and fraudulent donation sites that may impersonate a company, charity, or government agency. Their intention is to use the COVID-19 crisis to convince you to share sensitive information such as usernames and passwords, make purchases or donations on spoof websites, or download malware onto your device by opening a malicious attachment. 

 

Please know we will never ask you to verify your account information in an email, such as your name, account number or password. If you think you’ve received a phishing email, don’t click on any links. Please forward it to spoof@americanexpress.com and we’ll act quickly to shut it down. Once you’ve forwarded the email, we recommend that you delete it from your inbox.

 

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


Refunds and Disputing Charges

We understand these are challenging times. When considering Disputing a Charge, contacting the business directly is usually the best way to resolve a dispute.  Many businesses have special cancellation or refund policies related to COVID-19 that may apply to your transaction. If you contacted the business and they agreed to a refund or a credit, please wait for an appropriate amount of time as businesses are dealing with unexpectedly high volumes. You can raise a dispute through American Express if you’ve been unable to contact the business or resolve the dispute with them. In appropriate circumstances, we may suspend the amount. You will receive communication indicating the suspense and you will not be liable to pay the disputed amount while we investigate the dispute. Please be aware that if you do go ahead with the dispute and the business has already refunded, or is offering to provide a credit for future use, we will rebill the charge to your account. 


If you’re ready to open a dispute through us, please log in to your account online. Select the transaction in question from Your Statement and follow the steps to Dispute This Charge.


Amex Travel

If you have existing travel reservations booked through American Express Travel, we can help you modify your plans. You can review our travel policies, and those of our partners, by visiting the Amex Travel COVID-19 Information Hub.


If you do not have travel or a specified cancellation date in the next 72 hours, we ask that you call back at a later date so that we can help those who urgently need to change their travel plans.

 

As the situation is still evolving, airlines and other travel partners are continually reviewing and revising their policies. We encourage you to check their policies before calling us. You can review our travel policies, and those of our partners, by visiting the Amex Travel COVID-19 Information Hub.

 

For questions about travel insurance and COVID-19, please visit the links below.

Lounge Access

Due to COVID-19, please note 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 Club® Lounges are temporarily closed. You can get the latest information on Delta Sky Club Lounge availability by visiting Delta’s Travel Update Center.

 

Other Amex Travel

For the most accurate and up-to-date information for travel not booked with American Express Travel, please contact the merchant (travel company/hotel/event organizer) responsible. They will be able to assist and confirm your booking Terms & Conditions. 


Entertainment & Events

Please contact the primary ticket seller or event organizer for the most accurate and up-to-date information on their refund policy. We will continue to provide access to tickets for future events, but as the situation continues to evolve, the dates and events listed on our American Express Experiences page may change.


Welcome Offers on Cards

Due to the impact of COVID-19, for eligible Card accounts approved from December 1, 2019 through May 31, 2020 for which you are eligible for a welcome offer, the period to make eligible purchases to earn a welcome bonus will be extended for an additional 3 months. Eligible Cards are U.S. Consumer and Business Cards issued by American Express National Bank to a Basic Card Member.

 

What offers does this extension apply to?

  • This 3-month extension only applies to welcome offers to earn a bonus after making eligible purchases as part of welcoming you to Card Membership upon opening or upgrading a Card account.
  • This extension does not apply to any other offer, such as offers related to adding Additional Card Members or offers related to promotional APRs, balance transfers, or other pricing terms. 
  • Welcome offers for non-US Cards or with respect to American Express Cards issued by other financial institutions are not eligible.

How long is the extension?

The period to make eligible purchases to earn a welcome bonus is extended by 3 months for primary U.S. Consumer and Business Cards issued by American Express National Bank. For example:

  • If the terms of your original welcome offer provided for a 3-month period to make eligible purchases to earn a welcome bonus, it will be extended for an additional 3 months, for a total of 6 months from the date the account was approved or upgraded.
  • If the terms of your original welcome offer provided for a 6-month period to make eligible purchases to earn a welcome bonus, it will be extended for an additional 3 months, for a total of 9 months from the date the account was approved or upgraded.

Do I need to do anything?

No, the extension will be automatically applied.

 

Is my welcome offer for upgrading my Card account eligible for this extension?

Yes, welcome offers associated with upgrading a Card account are included.

 

How do I confirm my Card account approval date?

You can confirm your Card account approval date by identifying the date on the email that American Express sent to you to notify you of your approval, which is the date of account approval.

 

If I apply by May 31, 2020, but my application isn’t approved immediately and is approved on or after June 1, 2020, will I be still be eligible?

Yes, you will be eligible for a 3-month extension if you apply by May 31, 2020 and are subsequently approved.


Resources for Business Owners

We realize the current environment stemming from COVID-19 may be creating a number of challenges for your business. We are continually publishing new tips, guides, and other content in response to some of the most pressing questions and concerns we’ve heard from business owners. Visit Business Trends & Insights for the latest.

 

The American Express® Business App gives you control over your business and its expenses from virtually anywhere, so you can have peace of mind. If you don’t have it downloaded, it’s easy to get started:

 

  • Download the Amex® Business App from your 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

Once you’re logged in, you can view transactions, manage employee Cards, create digital expense reports, capture receipts, and much 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.

California CST#1022318; Washington UBI#600-469-694; Iowa TA#669