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RECEIVE MOBILE AND EMAIL ALERTS – YOUR QUESTIONS ANSWERED

arrow down Do I have to pay for this service?
arrow down How do I add an Alert?
arrow down Can my Additional Card accounts register for separate Alerts?
arrow down If I am the Basic Cardmember and have Additional Cards on my account, do I need to register each of my Additional Cards to get Alerts?
arrow down Are all my American Express Cards eligible to receive all Alerts?
arrow down How do I edit my Alerts?
arrow down How do I put my Alerts on hold?
arrow down How do I turn my Alerts back on?
arrow down How do I turn my Alerts off?
arrow down What is a Payment Received Alert?
arrow down Am I still responsible if I don't have the funds to cover that payment in my banking account?
arrow down Why am I receiving two Payment Received Alerts when I only sent in one payment?
arrow down Why can I register for the Approaching Line of Credit/Spending Limit Alert for one of my American Express cards and not for another?
arrow down When will I receive the Approaching Line of Credit/Spending Limit Alert?
arrow down Why is there a discrepancy between the available credit/spending in my Alert and my balance online?
arrow down What is a Balance Update Alert?
arrow down When can I receive the Balance Update Alerts?
arrow down What do I need to have to receive Alerts by email?
arrow down How do I add an email/SMS address?
arrow down Why is my email/SMS address invalid?
arrow down How do I change my email/SMS address for an Alert?
arrow down Will my messages be stored if I turn off my phone, if I'm out of range/roaming, or while I'm on the phone?
arrow down Will I receive Alerts on my mobile phone when I leave the country?
arrow down Why is there a delay in receiving Alerts on my mobile phone?
arrow down What is the American Express Privacy and Security Policy?
arrow down How do I contact American Express?
arrow down Will my email address or mobile phone number be shared?
arrow down Will I receive "spam" solicitations?
arrow down What should I do if I have any problems with delayed or unreadable messages?
 
 
 
 
 
 

Do I have to pay for this service?

 
No. Card Alerts is a free service from American Express.

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How do I add an Alert?

 
From Card Alerts in Online Services, select the card you would like to add an Alert to, and click on the “Edit" link. Choose the Alerts you would like to add by selecting how you would like them delivered in the drop down box. Click “Next” to confirm; if everything is correct, click “Confirm”.

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Can my Additional Card accounts register for separate Alerts?

 
No, only the Basic Cardmember can register for the Alerts. However, once the Basic Cardmember is registered for Alerts, he/she will receive the Alerts based on all Card activity, including all Additional Card accounts.

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If I am the Basic Cardmember and have Additional Cards on my account, do I need to register each of my Additional Cards to get Alerts?

 
No. As the Basic Cardmember, once you register for Alerts, you will receive Alerts based on all card activity.

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Are all my American Express Cards eligible to receive all Alerts?

 
No. All of the available Alerts for each card will appear when you click on the “Edit” link on the Card Alerts page.

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How do I edit my Alerts?

 
Select “Card Alerts” on the navigation once you have logged into Online Services, then select the card you would like to add an Alert to and click on the “Edit" link.

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How do I put my Alerts on hold?

 
If you are going away for awhile and would like to suspend your Alerts, go to Card Alerts and click on the "Hold my Alerts" button.

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How do I turn my Alerts back on?

 
To turn on your Alerts, go to Card Alerts. Click on the "Resume My Alerts" button. This is in the same location where you put your Alerts on hold.

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How do I turn my Alerts off?

 
Go to Card Alerts and click on the "Edit" link. Then select “Turned Off” on the drop down menu for the Alert you want to turn off.

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What is a Payment Received Alert?

 
The Payment Received Alert will notify you when a payment has been noted for your account.

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Am I still responsible if I don't have the funds to cover that payment in my banking account?

 
Yes, you are still responsible if American Express cannot collect the funds for this payment.

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Why am I receiving two Payment Received Alerts when I only sent in one payment?

 
If you are enrolled in FlexSelect you may receive a separate Payment Received Alert to reflect payment received for those balances.

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Why can I register for the Approaching Line of Credit/Spending Limit Alert for one of my American Express cards and not for another?

 
All American Express Card products may enrol in Alerts. However, not all Card products are eligible to receive all Alerts. If you are able to enrol in Alerts, but are not able to enrol a particular Alert for one of your Card products, then your Card product is not eligible to receive the Alert.

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When will I receive the Approaching Line of Credit/Spending Limit Alert?

 
You will receive this Alert once your available credit/spending limit is within the amount at which you set to be notified. For example, if you choose to be notified when you are within £300 of your credit/spending limit and your limit is £1,000, you will receive the Alert when your balance totals £700 or greater. Please note that charges and authorisations are included in calculating your available credit/spending.

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Why is there a discrepancy between the available credit/spending in my Alert and my balance online?

 
The available credit/spending in the Alert is based on real-time charge and authorisation information for your account. Since information on our website is updated daily you may see different information until your next update.

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What is a Balance Update Alert?

 
The Balance Update Alert will provide your updated card balance every week, on the day you choose.

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When can I receive the Balance Update Alerts?

 
You can choose which day of the week you would like to receive your Balance Update Alert. You will then receive the Alert on the same day each week.

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What do I need to have to receive Alerts by email?

 
To receive Alerts you must have an email address or a mobile phone with text messaging. At this time, your Alerts can be sent to one email or SMS address only.

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How do I add an email/SMS address?

 
To add an email address or a mobile phone number, go to Change Details, update your contact details and click “Next”.

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Why is my email/SMS address invalid?

 
Check the address you entered and make sure there are no spaces in the address or invalid punctuation. For email addresses, make sure you added in an appropriate email extension (.com, .net, etc). For mobile phones, you must enter your full phone number (e.g. 07912345678).

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How do I change my email/SMS address for an Alert?

 
Go to “Change Details”, update your contact details and click “Next”.

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Will my messages be stored if I turn off my phone, if I'm out of range/roaming, or while I'm on the phone?

 
In most cases, your messages will be stored if your phone is off, out of range/roaming, or while you are on the phone. Please contact your service provider for more information.

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Will I receive Alerts on my mobile phone when I leave the country?

 
If your service provider offers roaming in the country you will be travelling to, you will be able to receive an Alert. However, if your provider does not have a roaming agreement, your text message may not be stored. Please contact your service provider for more information.

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Why is there a delay in receiving Alerts on my mobile phone?

 
You may experience delays as a result of your mobile phone service provider. Please contact your service provider for more information.

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What is the American Express Privacy and Security Policy?

 
We limit the release of customer information. In addition to providing customers with the opportunity to opt out of marketing offers, we release information only with the customers' consent or request, or when required to do so by law or other regulatory authority. When a court order or subpoena requires us to release information, we notify the customer promptly to give the customer an opportunity to exercise his or her legal rights. The only exceptions to this policy are when we are prohibited by court order or law from notifying the customer, or cases in which fraud and/or criminal activity is suspected.

Log-in areas on www.americanexpress.co.uk require that your browser accept cookies. (A cookie is a small amount of information that is sent to your browser from a web server and is stored on your computer's hard drive.) We use cookies to remind us who you are and to access your account information to display and track your reservations. Please be aware that a cookie cannot spread computer viruses, retrieve any other data from your hard drive, or capture your email address. American Express respects your privacy, and we maintain your profile information on a secure server. Click here to see the American Express Privacy Statement.

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How do I contact American Express?

 
If you have any feedback you'd like to give us concerning Alerts, or if you are having problems using the service, call Customer Services 24 hours a day, seven days a week.

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Will my email address or mobile phone number be shared?

 
We limit the release of customer information. In addition to providing customers with the opportunity to opt out of marketing offers, we release information only with the customers' consent or request, or when required to do so by law or other regulatory authority. When a court order or subpoena requires us to release information, we notify the customer promptly to give the customer an opportunity to exercise his or her legal rights. The only exceptions to this policy are when we are prohibited by court order or law from notifying the customer, or cases in which fraud and/or criminal activity is suspected.

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Will I receive "spam" solicitations?

 
No, you will never receive unsolicited (spam) solicitations. You will only receive the messages that you have set up. Click here to see American Express's Privacy Statement.

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What should I do if I have any problems with delayed or unreadable messages?

 
For any problems regarding delayed or unreadable messages, or if you are not receiving any messages, please call Customer Services 24 hours a day, 7 days a week.

If you can’t find the answer to your problem here, or if the problem persists, call our Internet support on 01273 576111.

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