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The Amex Bot for Facebook Messenger - Frequently Asked Questions

ABOUT THE AMEX BOT FOR MESSENGER

  
What is the Amex bot for Messenger?

The Amex bot is an application that enables you to connect your eligible U.S. Card to your Facebook Messenger account to get messages in Messenger (and push notifications, if enabled) for each purchase you make with the Card you connect. You may also get related messages about the purchase and your connected Card’s benefits. These messages will show up in your Messenger conversation (and as notifications, if enabled) on all devices logged into your Messenger account. You can also choose to "Add your Card" to your Facebook account during the initial set up process when you connect your Card to the Amex bot, enabling you to make purchases on Facebook.

  
What types of messages will the Amex bot send me?

Every time you make a purchase with the Card you connect to Messenger, you will receive a message from the Amex bot with information such as the purchase amount, merchant name, merchant industry description and merchant contact information.

You may also receive related messages about your purchase, such as restaurant recommendations and Card benefits reminders including information about loyalty program status and other travel, lodging or other general Card related benefits. For example, if you purchase airline tickets, we may send you a message reflecting the purchase of the tickets and then, before you leave for your trip, we may also offer you the option to receive dining recommendations at your destination. 

The types of messages you receive will vary depending on the Card you have connected to Messenger. And, message frequency will depend on how often you use your Card.

You may also receive other messages from us which respond to messages you might send to us in the Amex bot or messages about the Amex bot and its features.

  
Which Cards are eligible for the Amex bot?

Eligible American Express® Cards are U.S. Consumer or Small Business credit or charge cards that are not cancelled and are issued by a U.S. banking subsidiary of American Express. Prepaid products, Corporate Cards and American Express-branded cards or account numbers issued by other financial institutions are not eligible. 

See Terms of Use for additional “Eligibility” requirements.

GETTING STARTED

  
How do I start to receive messages from the Amex bot?

To receive messages from the Amex bot you must first connect an eligible Card to Messenger using the authentication procedure below:

  • To connect, click the “Get Started” button beneath the greeting message in the Amex bot conversation. 
  • Log into your Card account where prompted using your American Express User ID and Password. Please note, your American Express user ID and password are not visible to or shared with Facebook. 
  • If you have more than one eligible Card, your primary Card will be the default selection. You can always change the Card by clicking "Change" at the top of the screen. You will then be given the option to "Add your Card" and billing information to Facebook so you can make purchases while on Facebook. To "Add your Card", click "Continue." Otherwise, you can skip the step and continue to connect your Card to the Amex bot.
  • Once you agree to the terms, you will be “connected” and will start to receive messages from the Amex bot.
  • If you do not have an American Express User ID or Password or you have lost or forgotten these credentials, go to www.americanexpress.com/myca to register an eligible Card for online access or to retrieve the credentials. 

  
How do I Add my Card to my Facebook account to make purchases on Facebook? Can I do this through the Amex bot?

During the initial set up process when you connect your Card to the Amex bot, you will be given the choice to "Add your Card" to your Facebook account to make purchases on Facebook - for example, purchase in-game items or currency, donate to a charitable organization, buy things from the Shop section of Facebook Pages or purchase ads on Facebook. This is an optional choice and will not impact your experience with the Amex bot. For security reasons, you will be required to enter a one-time password when "Adding your Card" to Facebook.

Please note, when you "Add your Card" to Facebook via the Amex bot, American Express will share the first 10 digits of your account number, account expiration date, billing address, email address and phone number with Facebook. Your Card and other information will not be Added to your Facebook account until you have completed the process to connect your Card to the Amex bot.

If you did not "Add your Card" during the initial setup, you can always "Add your Card" to your Facebook account by going to your Facebook Account Settings and entering your Card information. You would also go to Account Settings in Facebook to manage your Card information on file with Facebook. To learn more, visit the Facebook Help Center

  
Can I connect multiple Cards to Messenger? Can I connect my Card to multiple Messenger accounts?

No, you can only connect one Card to one Messenger account at a time. If you ever want to receive notifications for a different Card, simply log out and connect a different eligible Card.

  
I’m having trouble connecting my Card to Messenger. What should I do?

If you are having difficulty connecting your Card to Messenger, please make sure that you are using the correct americanexpress.com User ID and Password. If you are still having difficulties, please try again later or go to americanexpress.com to get password help.

  
What information is being shared with Facebook once I connect?

To see what information is shared with Facebook once you connect, see “What Amex Shares” and "Add a Card to Facebook" in our Terms of Use.

  
How do I stop American Express from sharing information about my connected Card with Facebook?

If you want American Express to stop sharing your connected Card related information with Facebook, you must disconnect your Card from the Amex bot. To disconnect, type “Log Out” in the Amex bot conversation. Please note, no other prompts (e.g. “Block”, “Mute”, “Delete Conversation”) will stop this sharing.

USING THE AMEX BOT FOR MESSENGER

  
Can I use the Amex bot for customer service support?

No, the Amex bot is not set up to respond to customer service requests and the bot has limited ability to respond to messages at this time. For all customer service inquiries, please contact us at www.americanexpress.com/contactus or call the number on the back of your connected Card.

  
How can I turn off messages and push notifications from the Amex bot?

Messages . If you do not wish to receive messages from the Amex bot, you may disconnect your Card from Messenger or block messages through Messenger. To disconnect your Card from Messenger, type “Log Out” in the Amex bot conversation. To block messages through Messenger, click here for instructions.

Push Notifications . If you wish to turn off push notifications, you can adjust the notification settings on your specific device or choose to mute notifications across all of your devices logged into Messenger. To mute notifications in Messenger, click here for instructions. Please note that when you mute your notifications, you will continue to receive messages from the Amex bot, but you will not be notified when new messages appear in the conversation.

Please be aware that Messenger’s “Block” and “Mute” functionalities are Facebook features that will not stop American Express from sharing data with Facebook.

If you want American Express to stop sharing your connected Card related information with Facebook (including messages and push notifications, if enabled), you must Log Out from the Amex bot.

  
How do I remove my Amex bot conversation history from my Messenger inbox?

For current instructions on how to delete your conversations in Messenger, whether on desktop or mobile, go to Facebook's Help Center for details. Please note, deleting a message or conversation from your Messenger inbox will only stop it from being displayed in your Messenger inbox. The action will not delete it from the Amex bot inbox.

  
Why is the information about purchases shown in messages from the Amex bot different from my American Express Online Account?

Messages about your purchases reflect only pending charges. These charges have been temporarily authorized to be charged, but are not yet finally posted against your connected Card account. 

Some of these pending charges may include amounts which are pre-authorized by a merchant before you actually make a purchase (such as a hotel check-in) and are submitted to us as a final charge later when the transaction is completed (like at hotel check out). 

To see the final charge posted against your connected Card account, go to your Billing Statement. For a copy of your Billing Statement or other account details, please log in to your account at www.americanexpress.com. Messages about your purchases do not replace or act as your Billing Statement. 

MANAGING YOUR CARD IN THE AMEX BOT FOR MESSENGER

  
My Facebook account was compromised. What should I do?

To avoid any unauthorized access to your personal information, particularly in the event you believe: (1) someone has unauthorized access to your Messenger account, a device you use to access your Messenger account or your www.americanexpress.com credentials; or (2) your device or other credentials have been or may be lost, stolen or otherwise compromised in any way, you should immediately: 

  1. disconnect your connected Card from the Amex bot by typing “Log Out” in the Amex bot conversation,
  2. change your compromised credentials, 
  3. delete your conversations with the Amex bot in Messenger,
  4. notify the party issuing your impacted credentials (in the case of Amex, call the number on the back of your connected Card), and
  5. See Terms of Use for additional “Security” recommendations and requirements.

  
If I receive a replacement Card, do I need to update my Card information with Messenger?

If your Card is replaced, you will stop receiving messages from the Amex bot. 

To receive messages for your new Card, you need to disconnect your old Card by typing “Log Out” in the Amex bot conversation. Then, connect your new Card (See “How do I start to receive messages from the Amex bot?” above)

If you "Added your Card" to your Facebook account to make purchases on Facebook, you can update your Card information by going to your Facebook Account Settings. To learn more, visit the Facebook Help Center.

  
What happens if I upgrade or downgrade my Card?

If you upgrade or downgrade your Card, you do not need to take any action. You will continue to receive messages and notifications, if enabled, from the Amex bot for your new Card. 

For complete American Express Terms of Use for the Amex bot for Messenger, go to: 
www.americanexpress.com/messengerterms.