FAQs

 

Help & FAQs

 

 

What is American Express® Connect?

 

American Express Connect is a program where benefits, offers, and special experiences are brought together especially for American Express Card Members – making it easier for you to take advantage of your Card Membership.

 

Who is eligible to take advantage of the offerings on American Express® Connect?

 

If you have an American Express Card or American Express bank-issued Card (Lloyds Bank, TSB Bank, MBNA, Barclaycard), you are eligible for Connect.

 

However, at this time, the following Cards are not eligible for Connect: American Express Business Travel Accounts, Government Cards, Corporate Purchasing Cards, Corporate Meeting Cards, Corporate Cards and Prepaid Cards.

 

What type of content should I expect from American Express® Connect?

 

You should expect to see information on all the great features and benefits brought to you by your American Express Card as well as offers and experiences in categories such as travel, dining, shopping, and entertainment from American Express and its partners.

 

 

 

Offer enrolment

 

 

How do I enrol in an offer?

 

If you wish to enrol in an offer simply complete the offer enrolment form. You can enrol multiple Cards in the same offer. Some offers may require you to use a promo code at checkout or to follow a link to a merchant’s website for redemption. Please read the offer terms and conditions for more details.
 

What happens to my information when I enrol in an offer?

 

Your information will be saved temporarily, to allow you to easily enrol in more offers. Your details will not be saved once you close your browser window, or the site has been inactive for 10 minutes. If you would like to clear your information you can Sign out. For information on how we protect your privacy and use your information, please read our Privacy Statement.

 

How do I know what offers I have saved?

 

You will receive an email to confirm you have successfully enrolled in an offer.

 

Why do you need my Card number?

 

Your Card number is only needed to confirm spending at participating establishments. There is no fee for enrolling. 

 

Why do you need my email address to enrol in an offer?

 

Your email address will only be used in connection with the offer you have enrolled in and will not be retained for ongoing marketing use.

 

What communications will I receive once I have enrolled in an offer?

 

  •  You will receive a servicing email to confirm you have successfully enrolled in an offer and another to confirm when you have redeemed the offer.
  •  You may receive an email to remind you that you have saved an offer, but not yet redeemed.
  •  If you have opted out of email marketing, you will not receive shopping marketing communications via email. However, you will continue to receive servicing emails.

 

What data is being stored and what’s it being used for?

 

When you enrol in a new offer, your name and Card number is needed to confirm spending at participating establishments. There is no fee for enrolling. Your email address will only be used in connection with the offer you have enrolled in and will not be retained for ongoing marketing use. For information on how we protect your privacy and use your information, please read our Privacy Statement.

 

Why do I have to save or enrol in some offers?

 

‘Save to Card’ enables you to register for an offer. Once your Card is enrolled in the offer, you can get a statement credit on your account when you meet the offer spending requirements.

 

When will I get credit for the offer I have enrolled in or saved to my Card?

 

If you make a qualifying purchase(s) as indicated in the offer terms, a statement credit should automatically appear on your Card account within 5 working days, but can take up to 90 days after the end of the offer period.

 

What should I do if the statement credit does not appear in my Card account?

 

If you don’t see the credit within the 90 day time period, check to make sure you’ve done all of the following:

 

  • Saved or enrolled in the offer with your eligible American Express Card before making your purchase(s) at the merchant
  • Made the purchase(s) with the same American Express Card to which you saved the offer
  • Met the purchase requirements (purchase amount or number of purchases) required in the offer terms to receive the offer
  • Made your purchase(s) before the offer expired
  • Made the purchase(s) at an eligible location (ie online, in-store, participating location)
  • Have not returned or cancelled your purchase

 

If after the 90 day period you still do not see the statement credit then please contact us for further assistance.

 

  • If you have an American Express issued Card, please call the number on the back of your Card.
  • If your Card has been issued by one of our bank partners (Lloyds Bank, MBNA, TSB, Barclaycard) please click here.

 

If I make a return and a statement credit is reversed, am I still eligible for the Amex Offer?

 

If you make a purchase and return the merchandise, we reserve the right to reverse the statement credit. If the statement credit has been reversed and the offer has not expired, you can still take advantage of the offer if you make another qualifying purchase and meet the offer terms.

 

I saved an Amex Offer to my Card but used a different Card for the purchase. Will I still get the statement credit?

 

No. In order to get the statement credit, you must make the qualifying purchase using the same Card to which you saved the offer.

 

I made a purchase before I saved the Amex Offer to my Card. Will that purchase qualify for the statement credit?

 

No. You must save the offer to your Card first and then make your qualifying purchase using the same Card to receive the statement credit.

 

Does the purchase have to be one single purchase or can multiple purchases qualify for the statement credit?

 

All offer terms will state the purchase requirements. Some Amex Offers require a single purchase, while others require a minimum total amount spent (one or more transactions). All offers are subject to the stated offer terms. Please read them carefully. If you have questions, please Contact us.

 

I received a replacement Card, do I have to re-enrol?

 

If you have been issued a replacement card with a new Card number after you enrolled in an offer, you will need to re-enrol.

 

 

 

New website offer enrolment changes

 

 

What has happened to offers I have previously saved to my Card on Connect?

 

Any offers you have previously saved to your Card will still be saved and can be redeemed until the offer expires.

 

How can I find out the offer terms or where I can redeem an offer I have previously saved to my Card?

 

If the offer is still active you will be able to locate the offer details, terms and conditions and where to redeem on the new site.

 

How do I know which offers I had already saved to my Card?

 

Because we have enabled a new non-logged in way of accessing offers, the ‘My Offers’ section will no longer be available. Instead when you click on an offer and try to save it, you will receive a message confirming you have already saved the offer.

 

What has happened to my profile page?

 

From 18 May 2017, we will no longer capture profile information. For information on how we protect your privacy and use your information, please read our Privacy Statement.

 

I used to have my Cards saved on Connect – now what do I do?

 

If you wish to enrol in an offer simply complete the short enrolment form, you can enrol multiple Cards in the same offer.

 

Why do I no longer have to Sign up/Log in?

 

You now have the opportunity to browse & enrol in all offers without needing to Sign up or Log in. American Express Cardmembers no longer need to remember a separate username and password to take advantage of Connect offers.

 

 

 

Servicing

 

 

Which browsers are supported by Connect?

 

For the best web experience with American Express Connect, please make sure you are using a supported web browser. Connect supports the following:

 

• Chrome

• Internet Explorer

• Firefox

• Safari

 

Connect supports the latest version of Chrome and Firefox (both automatically update when a new version of the browser is available). Connect supports Internet Explorer 10 and above.

 

What mobile devices can I use to access Connect?

 

Connect can be accessed from mobile phones that support the mobile web browser, which is common for the majority of mobile phones released today. Please reference your mobile phone’s user manual to learn more about using your web browser on your mobile phone.

 

Who do I contact if I have technical problems with the site?

 

If you have an American Express issued Card please call the number on the back of your Card.

 

If your Card has been issued by one of our bank partners (Lloyds Bank, MBNA, TSB Bank, Barclaycard) please click here.

 

Who do I contact if I have a problem or question about an offer?

 

If you have an American Express issued Card please call the number on the back of your Card.

 

If your Card has been issued by one of our bank partners (Lloyds Bank, MBNA, TSB Bank, Barclaycard) please click here.

 

I have opted out of marketing communications. Why does American Express still contact me?

 

It may take up to 7 days for preferences to be updated. We may also still contact you with servicing communications about your Card Account and/or its benefits. Also, our marketing activity is often planned in advance, so you may receive communications which were already scheduled prior to opting out.

 

How will my personal information be used?

 

Your personal information will be used in accordance with our Privacy Statement.

 

How can I opt out of all marketing communications from Connect and from American Express?

 

If you do not wish to receive marketing communications from American Express, click the ‘Unsubscribe’ link at the bottom of any American Express marketing email. Any changes you make here will be applied to all American Express Cards, including all personal, small business, and corporate Cards, that are linked to the same e-mail address.

 

* Please note that you may still receive important service notifications related to your accounts or any optional additional marketing communications you have signed up for.

 

What happens if I opt out of marketing and I opt out of email marketing?

 

If you have opted out of email marketing you will not receive any marketing communications via email. However, you will continue to receive servicing emails regarding your account.

 

 

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