FAQs

1 - What are the features and benefits of my Card?: American Express has a number of different Card products suited to different customer needs. Please use our Help Choosing tool to discover a world of benefits.
2 - What’s the difference between a Credit and a Charge Card?: A Credit Card has a defined limit and allows you to spread yourrepayments over time. A Charge Card has no preset spending limit*and requires payment in full each month.
* You are free to spend whatever you wish, subject to your paymenthistory and personal resources
3 - Where can I find the terms and conditions for American Express Card?: You can find the terms and conditions for American Express Cards under Important Notice and Cardmember Agreement.
4 - How do I apply for an American Express Card?: The easiest way to apply for a Card is to submit an online application but some Cards are available by invitation only. Please go to Help Choosing and then select Apply now to complete an online application.
5 - Do you offer Supplementary Cards on accounts?: Supplementary Cards are available and the Basic Cardmember is liable for transactions incurred on all Supplementary Cards issued on their account. Click here to complete an online application for a Supplementary Card
6 - How do I find out about the insurance services offered by American Express?: To find out how you and your loved ones will always be protectedfrom accidents, physical loss or damages wherever you go, clickhere.
7 - What is the Membership Rewards? program?: By enrolling in the Membership Rewards program, you'll earn points virtually every time you use your Card. You can use your points to redeem shopping, entertainment, hotels, leisure and charity donation rewards. You can also transfer your points to other airline or hotel programmes. What's more, your points never expire. Click here to learn more or call Membership Rewards hotline at 2277-2150.
8 - What type of rewards am I able to redeem?: By partnering with various elite lifestyle brands, we bring you rewards in a broad range of categories listed below. Visit our Online Catalogue at www.americanexpress.com.hk/rewards now, which is your one-stop resource for all the latest rewards, including the best gadgets, designer home decor, seasonal rewards and everyday essentials.

- Wine & Dine
- Tech Gizmos
- Home Passion
- Lifestyle Corner
- Body & Soul
- Travel in Style
- Cash Vouchers
- Charity in Action
9 - How can I check my Membership Rewards points balance online?: You can check your Membership Rewards points balance online viaOnline Services. Registration is easy and free. Login to Online Services.
10 - How do I transfer or redeem my Membership Rewards points online?: You can view, transfer or redeem your Membership Rewards pointsonline using our Online Services. Registration is easy and free.Login to Online Services.

11 - How do I register to manage my Card account online?

You can view your Statement and manage your account(s) byregistering for "Online Services". Set up your own unique User IDand password for instant, secured access. Click here to register for Online Services.

12 - Which Cards are eligible for Online Services?

You can register any American Express Card for Online Services aslong as it's in your name.

13 - Can I add other Cards to my User ID?

Due to data privacy requirements and for your own security,you can only add accounts in your name to your UserID. Each Cardmember requires a unique User ID andpassword.

14 - Why can't I 'Add a Card'?

You can only add accounts in your name that are linked inour system. If the Card is in your name, it's likely thatthe accounts aren't linked. Please call customer service on2277 1468 to link your accounts.

15 - I've forgotten my password or User ID. What do I do now?

With your American Express Card on hand, and click here to reset your password or User ID.

16 - How do I update my contact details online?

Tell us your new address, phone number or e-mail by logging in toOnline Services. Log in now. Or Click here to register. It is not an automatedprocess and may take up to 7 business days to complete.

17 - How can I contact American Express?

You can contact American Express by telephone, please click here to find the appropriate number for your enquiry.

18 - How can I provide feedback to American Express / file a complaint?

American Express would like to hear from you in order to enhance our products and services. You are welcome to share your views and opinions with us / file a complaint through the channels below.

E-mail: commentcenter@aexp.com

Call our Customer Service / Complaint Handling Hotline at 2277-1010.

Write directly to us by mail to “Customer Liaison Manager, Operations Service & Support. American Express International Inc. 18/F, 12 Taikoo Wan Road, Taikoo Shing, Hong Kong,” or by facsimile to 2811-7330.

In the event that a response is required from us, upon receipt of your comments, American Express will respond to you within 7 working days. If further investigation is required, American Express will endeavour to give you a detailed reply within 30 days.

19 - Where can I get the Information on Positive Credit Data Sharing?

Download the leaflet on Positive Credit Data Sharing.

20 - How do I stop receiving marketing emails?

It’s a simple process to stop receiving marketing emails just update your email preferences.

21 - How do I stop receiving marketing material in the mail or telemarketing calls?

Please contact customer services to set your marketing preferences.

22 - How can I pay my bill?

Autopay- payment is made by direct transfer from your bank account. To obtain the form (Autopay Authorization Form), please call our Cardmember Hotline or click here to download the form.

Card Direct- make direct transfer from your bank account to settle your bill by calling our Card Direct Service Hotline 2277 2160. To obtain the Card Direct (pay by phone) Authorization Form, call our Cardmember Hotline.

Pay by ATM, Internet Banking and Phone Banking – transfer funds from your HSBC/ Hang Seng Bank savings/current account to settle your bill by ATM; or visit www.hsbc.com.hk and www.hangseng.com.hk; or call the HSBC Hotline to transfer funds.

Pay-By-Mail - mail a crossed cheque payable to "American Express International, Inc.", with the bottom portion of the statement to G.P.O. Box 10066, Central, HK. Write your Card Account number on the back of the cheque. Post-dated cheques will not be accepted.

Payment By Phone Service (PPS) - please call 18031 for payment. The merchant code is "14". For more details, please call 90000 222 329.

Cheque Collection Box - place your crossed cheque payable to “American Express International, Inc.”, with the bottom portion of the statement in the collection box at the American Express Hong Kong office. Write your Card Account number on the back of the cheque. Cheques received before 4:30 p.m. on Monday to Friday will be processed on the same day. Any cheque payment collected after 4:30 p.m. will be processed on the next business day. Post-dated cheques will not be accepted.

American Express Hong Kong office
18/F, 12 Taikoo Wan Road, Taikoo Shing, Hong Kong

Business Hours
Monday to Friday       9:00 a.m. to 4:30 p.m.

DHL Service Point – submit your crossed cheque payable to “American Express International, Inc.”, with the bottom portion of the statement at the designated DHL Service Point listed below. Please write your Card Account number on the back of the cheque and seal it in an envelope. Cheques received before 3:00 p.m. on Monday to Friday will be processed on the same day. Any cheque payment on Saturday or after 3:00 p.m. on Monday to Friday will be processed on the next business day. Post-dated cheques will not be accepted.

Central DHL Service Point
Central MTR Station shop no. E16 (next to Exit H)
Monday to Friday        10:00 a.m. to 7:30 p.m.
Saturday                      10:00 a.m. to 4:00 p.m.

Tsimshatsui DHL Service Point

Shop 18, G/F, Empress Plaza, 17-19 Chatham Road, Tsimshatsui

Monday to Friday 10:00 a.m. to 7:30 p.m.
Saturday 10:00 a.m. to 4:00 p.m

23 - How do I report lost or stolen Card?

Call us at customer service hotline 2811-6122.

24 - Where are the American Express Travel Service Offices?

Locate an American Express Travel Service Office near you.

25 - I'm moving overseas, can I transfer my American Express Card overseas?

Yes, you can transfer your card to another country or transfer an overseas card to a Hong Kong card. To learn more details.