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The Amex Bot for Facebook Messenger - Frequently Asked Questions

1. 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 your connected Card. You can also get helpful information about your connected Card benefits, access Amex Offers and more. These messages will show up in your Messenger conversation (and as notifications, if enabled) on all devices logged into your Messenger account. You may also be presented the option 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. 

  
Which Cards are eligible for the Amex bot?

Eligible American Express® Cards are U.S. Consumer, 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. 

  
What types of messages will the Amex bot send me?

After you connect your eligible Card, every time you make a purchase with that connected Card, the Amex bot will automatically send you messages with information about that purchase, such as the purchase amount, merchant name, merchant industry description and merchant contact information. If you do not want to receive these messages about your purchases, you have the option to turn this feature off.  To learn how, see FAQ below, “How can I turn off messages and push notifications from the Amex bot?” 

You may also receive messages based on the type of purchases you make, such as restaurant recommendations and Card benefits reminders, including information about loyalty program status and other travel, lodging or 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. 

Please know that the types of messages you receive will vary depending on the Card you have connected to Messenger and the message frequency will depend on how often you use your connected Card. 

  
What other information is available from the Amex bot?

In addition to receiving purchase notifications and related messages, you can chat directly with the Amex bot. The Amex bot will do its best to get you the response you are looking for. However, if it is not able to answer your question, it will direct you to log into your American Express online account to chat with a Customer Care Professional. Some examples of things you can ask the Amex bot are: “Account Balance,” “Payment Due Date,” “Membership Rewards Balance,” “Apply for a Card,” and “Amex Offers.” Amex Offers are also available by selecting “Get Offers” in the “Features Menu” located at the bottom of your conversation with the Amex bot and then selecting “Available Offers.” 

The Amex bot is always learning, so continue to check the “Features Menu” to see what else it can do!

2. 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 the Amex bot using the following steps: 

1. Download the Messenger app on your mobile device and type “AmericanExpressUS” into the Messenger search bar to locate the Amex bot.

2. Select the Amex bot and click the “Get Started” button beneath the greeting message in the Amex bot conversation to initiate the Card connection process. 

3. Tap “Log in” and enter your American Express online account User ID and Password. Please know that 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. Please know that during this step, you may be presented the option to add your Card and billing information to Facebook so you can make purchases while on Facebook. To learn how to “Add your Card” to Facebook see FAQ, “I want to add my Card to my Facebook account to make purchases on Facebook. How can I do that?

4. Review the Terms and then tap “Agree” to agree to the Terms and connect your Card to the Amex bot and start receiving messages.

If you do not have an American Express User ID or Password or you have lost or forgotten your credentials, you can get them by registering your eligible Card for online access at americanexpress.com

  
Can I connect multiple Cards to the Amex bot? Can I connect my Card to multiple Messenger accounts?

No, you can only connect one eligible Card to one Messenger account at a time. If you want to receive notifications for a different eligible Card, simply log out of the Amex bot and connect your other Card.

  
I’m having trouble connecting my eligible Card to the Amex bot. What should I do?

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

  
I want to add my Card to my Facebook account to make purchases on Facebook. How can I do that?

When you connect your Card to the Amex bot, you may be presented the option 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. If you are presented with this option and choose to "Add your Card," for security reasons, you will be required to enter a one-time password. 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 are not presented the option to "Add your Card" to Facebook via the Amex bot or you skip that step, you can always "Add your Card" to your Facebook account by going to your Facebook Account Settings and entering your Card information. You can also go to Account Settings in Facebook to manage your Card information on file with Facebook. To learn more, visit the Facebook Help Center. 

  
What information is being shared with Facebook once I connect my Card to the Amex bot?

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

3. USING THE AMEX BOT FOR MESSENGER

  
Can I use the Amex bot for Card related questions?

Yes, the Amex bot is set up to automatically respond to multiple types of questions. However, there are limitations. If the Amex bot is not able to answer your question, it will direct you to log in to your American Express online account to chat with a Customer Care Professional. 

  
Where can I find available Amex Offers in the Amex bot?

Once you have connected your Card to the Amex bot, there are two ways to view available Amex Offers – simply type “Amex Offers” in the Amex bot conversation or go to “Get Offers” in the Features menu and select “Available Offers.” Then select the offers you would like to add to your Card. To learn more about the Amex Offers program, go to amexoffers.com.

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

Messages. If you no longer want to receive messages every time you use your Card for purchases, you can stop these messages. To turn off purchase messages, select the “Features Menu” located at the bottom of your conversation with the Amex bot and then select “Manage Settings.”  When the Amex bot asks if you want to stop receiving purchase notifications, simply select "Yes." 

If you do not want to receive any messages from the Amex bot, you must disconnect your Card from the Amex bot or turn off messages through Messenger. To disconnect your Card from the Amex bot, type “Log Out” in the Amex bot conversation. To turn off 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 device or choose to mute notifications across all of your devices that are logged into Messenger. To mute notifications in Messenger, click here for instructions. Please know 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.

  
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 know that 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 only reflect pending charges. These charges have been temporarily authorized to be charged, but have not 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 checkout).

To see the final charge posted against your connected Card account, log in to americanexpress.com to view your “posted transactions” on your Card billing statement. Please know that messages about your purchases do not replace or act as your Card billing statement. 

4. MANAGING YOUR CARD IN THE AMEX BOT FOR MESSENGER

  
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 your Card, you must type "Log Out" in your conversation with the Amex bot. Please know that while "Turning Off," "Muting," or "Deleting" commands may limit the amount of messages you receive (see FAQ above, "How can I turn off messages and push notifications from the Amex bot?" for details), they will not stop this sharing.

  
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 American Express User ID and Password or 2) your device or other credentials may be or have been lost, stolen or otherwise compromised in any way, you should immediately: 

  • disconnect your connected Card from the Amex bot by typing “Log Out” in the Amex bot conversation
  • change your compromised American Express User ID and Password or other credentials 
  • delete your conversations with the Amex bot in Messenger
  • notify each party issuing your impacted credentials (in the case of American Express, please call the number on the back of your connected Card)

See Terms of Use for additional “Security” recommendations and requirements. 

  
If I receive a replacement Card, do I need to update my Card information in the Amex bot?

If your Card is replaced, you will stop receiving messages from the Amex bot. To receive messages for your new Card, you will need to disconnect your old Card by typing “Log Out" in the Amex bot conversation and then connect your new Card to the Amex bot by following the steps in the above FAQ, “How do I start to receive messages from the Amex bot?

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 americanexpress.com/messengerterms.