SMALL CHIP SUPERIOR SECURITY

Chip & PIN Frequently Asked Questions

Q1: What is a Chip and PIN Card and how is it different from a magnetic stripe Card?

A: A Chip Card contains a small embedded microchip, which encrypts account information on the Card, making it difficult to duplicate, copy or access the data. It is simply a more advanced technology than magnetic stripe technology. Chip Cards not only ensure greater security of transactions but also provide enhanced protection against fraud from lost, stolen and counterfeit cards.

Q2: When will I get my American Express Chip Card?

A:
Over the course of next few months, American Express Cards which are currently on magnetic stripe will be replaced with Chip Cards. As this process is automatic, there is no need for you to request a new Chip Card.

Q3: Are the existing Cards no longer secure?

A:
The Card(s) that you currently have is secure and can be used until replaced with a Chip and PIN enabled Card. Chip and PIN technology is simply a newer, more advanced technology, to make payments even more secure.

Q4: Will I be able to use my existing Card along with the new Chip Card?

A:
We strongly recommend that you start using your new Chip and PIN Card immediately, upon receipt. However, for your convenience, your existing Card will continue to be valid for a period of 90 days from the date of the Chip Card issuance or up to the expiry date mentioned on your existing Card, whichever is earlier.

Q5: Where can I use my American Express Chip Card?

A:
You can use your American Express Chip Card at any merchant, anywhere in the world where American Express is accepted. Many countries in Europe and Asia are already using Chip and PIN technology and your new Chip Card will be compatible with these systems. Chip Cards will continue to have a magnetic stripe on the reverse of the Card, which will enable you to use your Card in countries that have not switched to Chip and PIN technology yet.

Q6: Can I use a Chip Card at a location that doesn’t have a Chip-enabled terminal yet?

A:
You can use a Chip Card even if a merchant doesn’t have a Chip-enabled terminal. Chip Cards will continue to have a magnetic stripe on the back which will facilitate transactions at all such terminals.

Q7: How do I select my PIN?

A:
You can select a PIN of your choice by any one of the following methods:

Using American Express Online Services

1. Login or register for American Express Online Services at www.americanexpress.co.in
2. Click on the "Your PIN" tab and select the "Choose your PIN" option
3. Answer the identification questions and proceed to the "Choose your PIN" service
4. Enter and confirm the 4-digits you've chosen as your PIN

OR

Via the Interactive Voice Response System (IVR) on the American Express helpline

1. Call the helpline number as printed on the reverse of your Card and when prompted enter your 15-digit Card number
2. Answer the identification questions and proceed to the "Choose your PIN" service
3. Select the PIN set-up option
4. Enter a 4-digit PIN of your choice

Q8: What happens if I do not select a PIN within the stipulated timeframe?

A:
In case you do not select a PIN within the stipulated timeframe, a system generated PIN will be sent to your registered mailing address. For your added protection, once a PIN is either selected by you or generated by the system, you will not be able to change it. However, you will be able to view your system generated PIN by logging in to your Card Account online at www.americanexpress.co.in and clicking on the "View your PIN" section.

Q9: What happens after I have selected a PIN via American Express Online Services or by phone?

A:
The selected PIN will be written automatically on to your Chip Card during the first transaction on a Chip-enabled terminal. You will not be required to enter the PIN for the first transaction using your new Chip Card. However, for all subsequent transactions, you will be required to enter the PIN at all Chip-enabled terminals.

Q10: Once a PIN has been selected by me or generated by the system, is it possible to change the same?

A:
Due to the inbuilt security feature of the American Express Chip and PIN technology, once a PIN is either selected or generated by the system and written onto the Chip Card it cannot be changed. However, at any time if you feel that the PIN may have been compromised or you would like a new PIN, please contact the helpline number printed on the reverse of the Card to request for a Card replacement and follow the PIN selection process once the new Chip Card is received.

Q11: Do I need to enter a PIN for all my transactions?

A:
Yes. Once the PIN has been written onto the Chip, you will be prompted to enter the PIN, each time you transact on a Chip-enabled terminal, post your first transaction. For all non Point-of-Sale (POS)/CNP (Card Not Present) transactions like online purchases, you will continue to follow the current procedure and no additional PIN will be required for such transactions. Systems like American Express SafeKey™ already ensure safe and secure transactions for all online purchases, through a one-time password.

Q12: What do I do if I forget my PIN?

A:
In case you forget your PIN, you can view it anytime, instantly, by logging in to your Online Card Account at www.americanexpress.co.in. You can also request for a PIN reminder via the IVR on the helpline number, printed on the reverse of your Card and you will receive the PIN via post within 5 – 7 business days.

Q13: What happens if I enter an incorrect PIN multiple times at a Point of Sale (POS) terminal?

A:
If you enter an incorrect PIN multiple times while making a purchase, your Card may get locked, preventing further usage. In this case, please call the helpline number printed on the reverse of your Card for further assistance.

Q14: Will my Card number change? What happens to my existing Standing Instructions with merchants and my traveller profile with my travel agency?

A:
There is no change to your Card number, but your new Chip Card will have a new expiry date and 4-digit security code (which is on the face of the Card, imprinted in black). Your Standing Instructions currently set up by American Express, on your Card through BillDesk will not be impacted. However, for the Standing Instructions set up directly by you, with other service providers, please notify them of your new Chip Card expiry date and check if there will be any interim disruption to your recurring billing arrangements. Additionally, please update the new Chip Card details on your travel profile with your travel agency, as required.

Q15: Can I use my Chip Card at an ATM?

A:
Yes, you can use the Chip Card at an ATM, provided your Card is enrolled for ATM Cash withdrawal facility. Once the PIN for the Chip Card is selected or generated, the same PIN will be valid at ATM’s as well.

Q16: Can I use my existing ATM PIN to withdraw cash on my new Chip Card?

A:
You can use your existing ATM/Express Cash PIN to withdraw cash from ATM’s with your new Chip Card, till the time you have either not selected the PIN for your new Chip Card or a system generated PIN has been received by you. Once the PIN is selected or a system generated PIN has been received by you, the same PIN will be valid for all ATM cash withdrawals as well.

Q17: What do I do if I've entered my PIN incorrectly at an ATM?

A:
If you have entered an incorrect PIN three times in a row at an ATM, you will not be allowed to enter your PIN again; rendering the Card unusable for further cash withdrawals. In such a case, please call the helpline number printed on the reverse of the Card for unlocking the cash withdrawal facility on your Card.

Q18: Does a PIN need to be selected every time a Card is replaced or renewed?

A:
If you already have a PIN for a Chip Card and you receive a renewal or replacement Card then you do not need to select a new PIN. However, if a request was made for a new Chip Card either because the Card was lost/stolen or the PIN was compromised, then you will need to select a new PIN.

Q19: How should I protect my PIN?

A:
To ensure security, you should not reveal your PIN to anyone, including friends, family members, merchants or American Express customer service representatives. You will never be asked to disclose your PIN by any American Express representative. Additionally, you should not write the PIN down anywhere, including, on your American Express Card. You should not keep the Card and PIN in the same place, such as a wallet or a purse. You should also shield the keypad while entering the PIN at an ATM or at a Point-of-Sale (POS).

Q20: Do I have to give my PIN if I shop online?

A:
No. Your PIN will only be required when the Chip Card is physically used at a Point-of-Sale (POS) terminal. In order to safeguard against online transactions, American Express has already incorporated American Express SafeKey™ – which provides enhanced security while making online purchases with a one-time password.

Q21: Do I still need to sign on the reverse of my Chip and PIN Card?

A:
Yes. For security purposes you must still sign on the reverse of your Card.

Q22: Do I need to select a separate PIN for all my Supplementary/additional Card(s) associated with my account?

A:
Yes. Please login or register your Supplementary and/or additional Chip Card(s) and individually select a 4-digit PIN at www.americanexpress.co.in or via the IVR on the helpline.

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