FAQs
Here are just a selection of FAQs that may be of interest to you as a new Cardmember. For further information, please visit the Help Centre.
Activating your Credit Card
Yes, you will need to activate your Credit Card in order to start using it and enjoying all the benefits and rewards Cardmembership has to offer.
Activating your Credit Card is easy. Once you have received your Credit Card, visit americanexpress.com/uk/register to activate online and register for Online Services. Or call the number on the back of your Credit Card.
You can activate your Credit Card online by visiting americanexpress.com/uk/register You will also have the opportunity to register for Online Services at the same time, which will allow you to manage your Account anytime.
Yes, you can. Once you have downloaded the Amex App at americanexpress.com/uk/mobileapp, click ‘Activate new Card’ in the Manage Cards section of the App and follow the steps.
No, you can activate your Credit Card and register for Online Services online at the same time. Visit americanexpress.com/uk/register to activate and register for Online Services.
Card management
A key benefit of a Credit Card is their flexibility, you can purchase things now and pay for them in the future either in one go or in monthly instalments. When you opened your Credit Card Account, you were given a credit limit which is the maximum amount you can spend. You can find out what your credit limit is, by checking the letter we sent you with your new Credit Card attached to it or by checking your balance online at Amex.co.uk.
If your Account is in good standing and you have held your Credit Card for more than six months, you can apply to activate Cash Access, a service which allows you to withdraw cash from ATMs using your Credit Card. Please call the number on the back of your Credit Card to apply, enrol and learn more about Cash Access.
Once enrolled, you can withdraw cash from over 1.2 million ATMs worldwide. Use our helpful ATM Locator, at americanexpress.com/atmlocator to find your nearest ATM, at home and abroad.
You can also use your Credit Card Cash Advance facility overseas at any of our partner ATMs. Charges may apply.
Contactless
Yes your Credit Card is contactless. If unsure, look out for the contactless symbol on the front of your Credit Card.
You can use your American Express contactless Credit Card at thousands of places both in the UK and abroad.
It’s a simple and secure way to use your Credit Card to pay for transactions up to the value of £30 within the UK, and up to the value of £20 in any currency outside the UK. Simply check if the store or Credit Card reader has the American Express contactless symbol and tap your Credit Card on the reader to pay. You may be occasionally asked to use your PIN.
Using your Credit Card
American Express Credit Cards are accepted at thousands of locations worldwide — whether online or in high street stores, in major supermarkets or in coffee shops — and the number continues to grow.
Learn more about all the places you can use your Credit Card by visiting placestouseyourcard.co.uk and be sure to look out for the American Express logo when shopping.
You can use your contactless Credit Card abroad in most places that you see the contactless acceptance symbol. The transaction limit will be the equivalent of £20 in the foreign currency.
All non-sterling transactions, whether for cash, goods or services, are subject to a non-sterling transaction fee of 2.99%. Cash transactions at ATM machines (in Pound Sterling or foreign currency) are also subject to a cash withdrawal fee of 3% or £3 (whichever is higher).
You do not need to notify us before you travel.
However, for your protection, please keep your mobile phone number and email address up to date with us in case we need to contact you. This will allow us to send you instant notifications if we identify suspicious charges on your Credit Card.
To update your contact details, log in at americanexpress.co.uk and select ‘Contact details’ under ‘Profile and Preferences’.
Statement
You can view your statement through Online Services or through the Amex App. Register for Online Services by visiting americanexpress.com/uk/register or download the Amex App at americanexpress.com/uk/mobileapp
You can check when your next monthly statement will be available online when you register for Online Services and log in at americanexpress.co.uk If you have not opted for paperless statements, we will send your statement in the post, in addition to making it available online.
For your convenience, you also can register for statement alerts, a service which lets you know when your statement is ready. Simply let us know that you would like to receive alerts when you first activate your Credit Card online, or adjust your preferences on your Online Account.
Newly incurred transactions are shown as pending for up to 72 hours before they are marked as processed. Once processed, transactions will appear on your online statement and be posted to your next billing statement for settlement.
Payments are only required for billed statement transactions, not for pending transactions.
A transaction is shown online as pending until this has been processed.
Sometimes, authorisation for a transaction may occur twice, however you will only be billed once on your statement.
Log in at americanexpress.co.uk to check your latest transactions online.
To view your statement balance online, register and log in to Online Services at americanexpress.co.uk For your convenience, you can also view your balance on the go with the Amex App.
In order to receive paperless statements, you must register for an Online Services Account where your statements can be viewed. You will continue to receive statements by post until you have set up an Online Services Account. Registering for Online Services simple and you can do so here.
Paying your bill
You can pay your bill in many ways:
- Log in at americanexpress.co.uk for Online Services
- Download the Amex App
- Set up Direct Debit
- Mail a cheque
- Pay through your bank.
To find out more about each of these options (including how to set up a Direct Debit), visit americanexpress.co.uk
The payment due date is located on your monthly statement. To view your statement, log in to Online Services at americanexpress.co.uk
To ensure your payment due date is set to one convenient for you, please contact Customer Services to discuss changing the date your statement is sent each month. If your Account is currently overdue for payment it will need to be up to date before requesting any change.
If you wish to receive an alert when your payment is due, update your preferences when you log in, or enrol in Card Alert Services when you activate your Credit Card online.
The minimum payment due date is located on your monthly statement. To view your statement, log in to Online Services at americanexpress.co.uk
To ensure your payment due date is set to one convenient for you, please contact Customer Services to discuss changing the date your statement is sent each month. If your Account is currently overdue for payment it will need to be up to date before requesting any change.
If you wish to receive an alert when your payment is due, update your preferences when you log in, or enrol in Card Alert Services when you activate your Credit Card online.
There are a range of useful alerts available to you — from payment reminders to fraud alerts.
To set up Account alerts, register or log in to Online Services at americanexpress.co.uk and click ‘Card Alerts’ under the ‘Profile and Preferences’ menu.
For your convenience, you can also place your alerts on hold when you travel or change the time zone in which they arrive.
You can set up a Direct Debit using Online Services, via the Amex App, or by sending in a paper mandate.
When enrolling in Direct Debit, you must use a UK personal bank account that is held in your name. If you are not the only person authorised to make debits from the Account, we will require a paper mandate with a signature from any other authorised parties.
If you are setting up your Direct Debit online or via the Amex App, you will receive confirmation during the set up journey of when your Direct Debit will begin and when the payment will be collected.
If you are setting up your Direct Debit online or via the Amex App, you will receive confirmation during the set up journey of when your Direct Debit will begin and when the payment will be collected.
A Direct Debit will never leave your Account on a weekend or a bank holiday. The funds for your Direct Debit will be collected on the next available working day.
Registering online
Registering for Online Services will enable you to manage your Account online. Visit americanexpress.com/uk/register to register.
Yes, you can. Update your billing address, phone number or email by logging in at americanexpress.co.uk, and selecting the ‘Contact Details’ from the ‘Profile and Preferences’ drop down menu.
As the primary Cardmember, you can add other Cards to your Account, provided your name and contact details are the same for each Credit Card.
Supplementary or Additional Credit Cards, however, will need to create their own separate Online Services Account.
Your PIN, User ID’s and Passwords
PIN
Your PIN number is 4 digit code that you will need to use to authorise Credit Card transactions in-store or online. You can view your PIN online by logging in to Online Services at americanexpress.co.uk
Online Services User ID and password
When registering for Online Services, you will be asked to set up a User ID and password. You will need these to log in to Online Services via desktop or the Amex App.
If you forget your User ID or password, you can reset them online by clicking ‘Forgot User ID or password’ on the login page. You’ll be asked to remember your answer to the Security Validation Question we asked you when you signed up.
Customer Password
Your Customer password is a 4-digit code used to identify you when you call Customer Services and also to view your PIN online through Online Services.
You can set up your Customer password when you activate your Credit Card online by choosing from four options: Mother’s birthday (DD/MM), Father’s birthday (DD/MM), numeric password (4 digits) or memorable date (DD/MM).
To reset your Customer password, please call Customer Services using the number on the back of your Credit Card.
4-digit Credit Card Security Code
Your Credit Card security code is an added security feature to help protect you against fraud. Your 4-digit security code can be found on the front of your Credit Card, above the 15 digit Credit Card number on the right, and printed flat (unlike the Credit Card number). You may be asked for this number during phone and online Credit Card transactions.
If you have forgotten either your User ID or password, you can reset them by clicking ‘‘Forgot User ID or Password?’ under the log in at americanexpress.co.uk Please note, you will be asked to remember your answer to a Security Validation Question.
You can view your PIN online when you log in to Online Services at americanexpress.co.uk Please note, you will be required to enter your Customer password, the 4-digit password used when calling Customer Services. You have the opportunity to set up your Customer password when activating your Credit Card online.
You can view your PIN online when you log in to Online Services at americanexpress.co.uk
Forgotten your PIN? Log in to Online Services at americanexpress.co.uk to view your PIN online. You will be required to enter your Customer password, the 4-digit password you use when calling Customer Services. You have the opportunity to set up your Customer password when activating your Credit Card online.
If you haven't already registered for Online Services, you can do so by visiting americanexpress.com/uk/register
Supplementary Cardmembers
Yes, Supplementary Cardmembers need to register for their own Online Services Account. Once they have registered, they will be able to view their PIN.
Yes, Supplementary Cardmembers need to activate their Credit Card and register for Online Services. The basic Cardmember cannot do this on the Supplementary Cardmembers behalf.
To register for Online Services, visit americanexpress.com/uk/register
To add a Supplementary Credit Card to your Account, register and log in at americanexpress.com/uk/register and click ‘Add Supplementary Card’ on your Credit Card Account page. Follow the online Credit Card application steps to apply. Alternatively click hereto apply.
A Supplementary Cardmember can view their PIN by registering for and logging in to their Online Services Account. To view the PIN online, they will be required to enter their Customer Password, which is the 4 digit password used when calling Customer Services. They will have the opportunity to set up a Customer Password when activating their Credit Card online.
To register for Online Services, visit americanexpress.com/uk/register
Marketing preferences
You can update your marketing preferences by logging in to Online Services at americanexpress.co.uk
Once you have logged in to your Account, select ‘manage marketing preferences’ under the ‘Account Management’ drop down menu and then proceed with your preferred options.
Rewards
If you are eligible for a Welcome bonus offer (something you will have been notified about at the time of your application) or to track your Anniversary bonus, you can find out more by logging in at americanexpress.co.uk once you have registered for Online Services.
Once you have registered for Online Services, you will see your points balance on the Credit Card Account homepage, and on the reverse side of your paper statements. You can also view your points balance on the Amex App.
Check out all the rewards available to you online at membershiprewards.co.uk, use the search functionality to select by partner or by points level.
Benefits
As a Cardmember, American Express Travel is your exclusive online travel agency. You can book:
- Flights, with all major airline providers, such as British Airways
- Accommodation, with a choice of over 77,000 hotels worldwide
- Car hire, with companies like Avis and Hertz
- Cruises
- Experiences
You can pay with your Membership Rewards points, your Credit Card, or a combination of both. You can even pay for taxes and fees with your points. There are no booking fees for using your American Express Credit Card.
Visit americenexpress.co.uk/travel for more information.
Your LOUNGE CLUBTM card will be sent separately from your Preferred Rewards Gold Credit Card. Look out for it in the mail within 28 working days of receiving your Credit Card and check out the lounges at loungeclub.com