Chat with American Express in the iOS Messages app - Frequently Asked Questions

The iOS Messages app allows users to chat online directly with businesses. The service is available in beta and is built into iOS 11.3 later.

See the "Eligibility" section in our Terms of Use for more information, including which Cards are eligible to participate.

You can chat with American Express in the iOS Messages app on your iPhone or iPad connected to your iCloud account.

After you’ve taken the steps found in the FAQ below, “How do I get started?", you are ready to chat with us. Our virtual assistant will do its best to get you the response you seek. If it's unable to answer your question, it will ask you to verify your American Express online account and route your chat so you can chat directly with an American Expresss Customer Care Professional.

Before you begin, please check to ensure you have the following:

• A valid americanexpress.com User ID and Password that provides American Express online access for one or more eligible Cards
  
• The latest version of the Amex Mobile^® app downloaded to your iPhone or iPad
• iOS 11.3 or later on your iPhone or iPad

How do I access American Express in the iOS Messages app?

• Search American Express in Spotlight on your iPhone or iPad and select the Messages icon
• Search American Express in your Safari browser and select the Messages icon
• Ask Siri to find American Express and select the Messages icon

Once a chat window with American Express has opened, follow these simple steps:

1. Send the pre-populated message or a greeting of your choice
2. Verify your American Express online account by using your americanexpress.com User ID and Password and clicking the "Log In" button
3. Review and agree to the Terms of Use

You will then receive a verification email and will be ready to start your chat with American Express.

If you are still having difficulties, please visit global.americanexpress.com/help for further assistance.

Simply type a message to begin chatting with us. Please know that we won’t contact through the iOS Messages app unless we’re
responding to your inquiries in the chat. 

To begin a direct conversation with a Customer Care Professional, type “representative” in your chat thread. Please know that you will be prompted to first verify yourself with your americanexpress.com User ID and Password. 

Yes, simply type a message and you will be prompted to verify your American Express online account using your americanexpress.com User ID and Password. Once verified, you will be routed to the next available Customer Care Professional who will pick up from where your prior chat left off. 

Yes, you can chat with us about any eligible Cards you have.

If you replace, upgrade or downgrade your Card, no action is needed and you will continue to have access to and be able to chat with us in the iOS Messages app.

To delete the chat, locate the American Express conversation in your iOS Messages app, simply swipe right to left on the chat, tap “Delete” and then confirm the deletion by tapping “Delete” again. Remember that you must separately delete the chat on each device connected to your iCloud account in order to delete the chat on all of your devices.

Here are several recommendations on how to keep your conversation with American Express in the iOS Messages app secure:

• Enable your device lock settings on each device connected to your iCloud account to ensure that only you have access to your iOS Messages app and chat with American Express. If Touch ID is enabled on your device(s), we caution you against storing the fingerprints of others on your device(s). If you do, please make sure the individuals who have fingerprints stored on your device(s) are authorized to access information about your American Express account.
• Since all devices connected to your iCloud account will have access to your chat with us, only provide information you are comfortable sharing across all devices. To fully delete messages with us, you must delete messages on each device that is connected to your iCloud account.  
• Don’t share sensitive information such as your Social Security or Card numbers in your chats with us. You should only share other personal information with American Express in the iOS Messages app if you are prompted by a Customer Care Professional. We will never ask you for your Social Security or Card numbers in the app.
• Since push notifications can be displayed on a locked or inactive device screen and within the notification tray at the top of the home screen of some devices, we strongly encourage you to maintain physical control over your devices and/or turn off push notifications if you are uncomfortable with this possibility. You may turn off push notifications within the “Settings” app.

We encourage you to monitor your devices and accounts for any suspicious activity. If you suspect someone has gained unauthorized access to any device connected to your iCloud account, or that device, americanexpress.com User ID or Password, Apple User ID or Password has been lost, stolen or comprised in any way, then you should immediately:

• Change the passwords for your affected accounts (and any other accounts for which you have the same password)
• Notify the party issuing your credentials (in the case of American Express, call the number on the back of your Card(s))

Contact your mobile provider if your device has been stolen 

 Protect yourself from identity thieves by visiting ftc.gov/idtheft or call 1-877-IDTHEFT (438-4338) to learn more about identity theft and protective steps you can take or file a report. Help avoid, detect and remove viruses and other malicious software by protecting your computer from spyware and viruses that can cause it to run slowly or give fraudsters access to your personal information by visiting consumer.ftc.gov/articles/0011-malware.

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

If you have additional questions about your American Express Card account, please visit global.americanexpress.com/help to contact us for assistance.