Automatic Payments Frequently asked questions:


1 Q. Which Cards are eligible for the Automatic Payment?
  A. American Express Cards (excluding Tasman Liquor & Allied Liquor, Propharma and PGG Wrightson) are eligible for Automatic Payments.

To register via our Online Services, you must be a current basic American Express Cardmember.

Your Card must be valid for three months from the date of application and you must have available credit in your Account for your Automatic Payments to be processed.
2 Q. Can a supplementary Cardmember set up an Automatic Payment?
  A. No, only the basic Cardmember can set up an Automatic Payment.
3. Q. How long does it take to set up an Automatic Payment?
  A. As we work in partnership with the participating payees, it can take up to 14 business days to process a request. If it has been longer than 14 business days, please contact American Express customer services.
4 Q. How will I know when the Automatic Payment is set up?
  A. Your Automatic Payment application is subject to approval from the payee. When your application is processed, you will receive a confirmation email which will be sent to the address you have provided.
Please continue to pay your bills as usual until you are notified that your request has been successfully completed.
5 Q. How long should I continue to pay with my existing payment method until the Automatic Payment Plan is set up?
  A. You will receive a confirmation email advising your Automatic Payment has been set up. This will be sent to the email address you have provided. Please continue to pay your bills as usual until you are notified of the successful completion of this request.
6 Q. Is there a fee for setting up an Automatic Payment?
  A. Please contact the relevant payee who will advise if a processing fee applies. If a payment is dishonoured, a standard payment fee may apply.
7 Q. Do I earn Membership Rewards® points by paying my bills with Automatic Payment?
  A. Yes, if you're enrolled in the Membership Rewards programme, you'll earn points every time you pay your bills with your American Express Card.
8 Q. How can I cancel the Automatic Payment?
  A. Please contact your payee(s) directly to cancel your payment, at least 7 days prior to the due date of your bill.
9 Q. Why was my Automatic Payment application rejected?
  A. You would have received an email from us detailing why your application was declined. You may have provided :
  • an incorrect payee account number,
  • incorrect customer name or
  • your account might have been inactive or not eligible for Automatic Payment
Please contact your payee to discuss your options for paying your bill with American Express®.
10 Q. Does my Card need to be registered for Online Services to set up an Automatic Payment?
  A. Yes. You will need to register for Online Services in order to set up an Automatic Payment.
11 Q. What information do I need to have to complete the Automatic Payment form?
  A. You will need to have your latest payee bill and your American Express Card.
12 Q. Where can I find my payee/biller customer account or policy number?
  A. This information will be stated on your latest bill. You could also call the payee for this information.
13 Q. What happens if I dispute a charge from a payee I have set up on Automatic Payment?
  A. You will need to contact your payee, who will manage your dispute accordingly.
14 Q. Could my Automatic Payment be rejected?
  A. Once you have successfully set up your Automatic Payment, your payment may be rejected if there is insufficient credit in your Card Account.
15 Q. What should I do if I received an email confirming that the Automatic Payment was set up but my bill was not paid?
  A. You will need to check that your payment due date falls after the date of the confirmation email. You'll also need to contact the payee and advise that you received confirmation that your payment has been set up to automatically bill to your American Express Card.
16 Q. What should I do if I have cancelled the Automatic Payment with the payee but my American Express Card is still being charged?
  A. Please contact American Express customer services to discuss these charges. We will investigate why the payee has continued to charge your American Express Card.
17 Q. What should I do if I applied for Automatic Payment some time ago and haven't received an approval email?
  A. As we work in partnership with the participating payees, it can take up to 14 business days to process a request. If it has been longer than 14 business days, please contact American Express customer services.
18 Q. How do I change or update my Automatic Payment information?
  A. Please contact the payee at your earliest convenience.
19 Q. Can I set up multiple accounts for the Automatic Payment on the same online application?
  A. You will need to complete one application form for each payee and for each account. For example if you have a telephone account and an internet account with the same payee, you will need to complete two enrolments in order to set up Automatic Payments for each account.
20 Q. What should I do if my application for Automatic Payment is rejected?
  A. You would have received an email from us detailing why your application was declined. You may have provided :
  • an incorrect payee account number,
  • incorrect customer name or
  • your account might have been inactive or not eligible for Automatic Payment.
Please contact your payee to discuss your options for paying your bill with American Express®.
21 Q. Can I suggest payees that I would like to participate in this programme?
  A. American Express always welcomes customer feedback, please tell us where you would like to use your Card.
22 Q. Can I set up an Automatic Payment with a payee who doesn't appear on the online form?
  A. Yes, please contact the payee directly and request an Automatic Payment application.
23 Q. What happens to the Automatic Payment if I cancel or upgrade my American Express Card?
  A. Please contact the payee at your earliest convenience and provide them with your new Card or payment details so as to avoid disruption to your payments.
24 Q. What should I do if my details change?
  A. Please contact American Express customer services and the payee at your earliest convenience.