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Frequently Asked Questions
American Express SafeKey®

1. What is American Express SafeKey?
American Express SafeKey helps prevent unauthorised online use of your American Express® Card by confirming your identity with a dynamic One Time Password (OTP) for each transaction you make with participating online merchants.
2. Doesn't American Express provide online fraud protection?
Yes, we provide online protection for all our customers through our internet Fraud Protection & Guarantee*. American Express SafeKey is launched as part of our continuous efforts to let our customers shop in a safer and more secure online environment.

*We will guarantee protection against fraudulent transactions on your Card, provided you have taken the responsibility to notify us immediately, and you have complied with your Card Terms & Conditions.
3. Do I have to pay for American Express SafeKey?
No, you do not have to pay for this service. However, please check with your mobile and/or e-mail service provider to see if charges for SMS or e-mail apply to your mobile and/or e-mail account.
4. Do I need to register for American Express SafeKey?

You are automatically enrolled for American Express SafeKey. There is no additional step that you need to take for your existing Cards, when you get new Cards or when you open additional new accounts other than ensuring the mobile phone number and/or e-mail address on file is updated for all of your Cards. Please ensure your mobile phone number and/or e-mail address is updated for all your Cards. This also includes Supplementary Cards* that you hold.


*Supplementary Cards are not applicable to Corporate Cards.

5. How do I know if my mobile phone number and/or e-mail address on file for my American Express Card updated?
You can confirm the mobile phone number and e-mail address you have on file for all your Cards either by clicking here to log in your online account or by calling the number mentioned on the back of your Card.
6. How do I shop with American Express SafeKey?
When you enter your Card number for payment at a participating online merchant, an American Express SafeKey screen will appear automatically. You will be prompted to enter your One Time Password which will be sent to your mobile phone and/or e-mail address that you have on file for that account. Once your One Time Password is verified, your online transaction will be processed.
7. I am making a purchase, but the American Express SafeKey screen displays a masked mobile phone number and/or e-mail address that are not updated. What can I do?
When you checkout with American Express SafeKey, the masked mobile phone number and e-mail address that we have attempted to send the One Time Password to are displayed. We will attempt to send the One Time Password to both your mobile phone and your e-mail address; If one is not updated you can use the other to obtain the One Time Password that was sent. If they are both not updated, please click the "Update Contact Details" link on the One Time Password entry screen, displaying on the merchant page. On the Update Contact Details screenplease correctly answer the security questions and input your correct mobile phone number and/or e-mail address. Once completed, another One Time Password will be sent to these new details, and you can complete your purchase. If you experience any difficulties, please call the number on the back of your Card.
8. Why is an One Time Password required to complete an online purchase?
The One Time Password helps protect you against online fraud. It is a secure way to prove that the customer using an American Express Card for an online purchase is the actual Cardmember.
9. How do I receive the One Time Password?
You will receive your One Time Password immediately via SMS or e-mail, depending on what contact details you have put on file for your Card.
10. Do I have to enter an One Time Password for all online purchases?
No. This measure only applies for purchases made at merchant websites that support the American Express SafeKey authentication protocols.
11. How do I update my contact details with American Express?
You can update your contact details in multiple ways including: over the phone, click here to log in your online account, or via the update contact details link on the OTP entry page during checkout. Any updates you make to your contact details for your account alerts will automatically apply to SafeKey.
12. How long is an One Time Password valid for?
The One Time Password is valid for 10 minutes from the time it was generated.
13. How do I know if a merchant supports American Express SafeKey?
Participating online merchants will display the American Express SafeKey logo on their websites.
14. I am checking out at an online merchant. Why am I not prompted for an One Time Password?
If the merchant does not participate in American Express SafeKey, you will not be asked for your One Time Password. Only American Express SafeKey merchant sites require the American Express SafeKey One Time Password.
15. I have basic, additional and supplementary American Express Cards that are used by different people. Can I have the One Time Password sent to the specific people using each Card? (*Supplementary cards applies to Personal Cards only and are not applicable for Corporate Cards.)
Yes, the account numbers for each Card are different and different contact details can be added for each basic, additional and supplementary Card you have associated with your account. All that is needed is that the correct contact details be on file for each basic, additional and supplementary Card.
16. I have a mobile phone and e-mail address on file for my basic American Express Card. Will this information apply to all of my additional and supplementary Cards as well? (*Supplementary cards applies to Personal Cards only and are not applicable for Corporate Cards.)
No, each Card can have a different mobile phone number or e-mail address associated with it. If a mobile phone number or e-mail address has not been put on file for the additional and supplementary Cards, please update the details on file for the Cards as needed.
17. I am using an additional or supplementary Card and have added my mobile phone number or e-mail address that is different from the basic Cardmember’s contact details. Will my update on the additional or supplementary Card change the contact details on file for the basic Card? (*Supplementary cards applies to Personal Cards only and are not applicable for Corporate Cards.)
No, the contact detail update for the additional or supplementary Card will not change any details on file for the basic Card or other additional/supplementary Cards. It applies to the unique Card only.
18. It's been over 10 minutes and I have not received my One Time Password. Can I have it re-sent again?
The One Time Password is valid for 10 minutes after it is generated by the transaction. If you click the "Resend OTP" button within that 10 minute window, then the same One Time Password will be re-sent to you. If you click "Resend OTP" button after the 10 minute window expires, then you will need to start the entire transaction process again which will generate a new One Time Password.
19. What should I do if someone has changed my contact details fraudulently or if I identify a fraudulent purchase on my account?
If you ever suspect that fraudulent contact information changes or purchases have been made on your account, please contact Customer Services immediately to report it by calling the helpline number mentioned on the back of your Card.
20. Which Cards can I use for American Express SafeKey?
You can use American Express SafeKey with Cards issued by American Express International, Inc. in Hong Kong excluding Business Travel Account (BTA) and Prepaid Cards. For American Express Cards from other issuers, please check with the issuing bank directly.
21. Why don't I enter my password every time I shop at a SafeKey merchant?
We are focused on making your online shopping experience as easy and secure as possible. There may be transactions that you make where the SafeKey system decides you don't need to enter a password to proceed. When this happens, you will see a message letting you know we do not need your password and you can continue your online purchase without any additional authentication.