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1. ABOUT AMERICAN EXPRESS IN THE IOS MESSAGES APP
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.
You can chat with us about many things relating to servicing your Card accounts. For example, you can ask us to replace a Card, inquire about a charge, provide account information (e.g., check a balance, payment due date, or request a line increase), explain your Card benefits and more. To book travel, visit travel.americanexpress.com/home or call the number on the back of your Card for assistance.
2. GETTING STARTED
Before you begin, please check to ensure you have the following:
How do I access American Express in the iOS Messages app?
Once a chat window with American Express has opened, follow these simple steps:
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.
To learn more about how information is used and collected once you’ve verified your account with American Express in the iOS Messages app, see the “Privacy and Data Usage” section in our Terms of Use.
3. USING THE IOS MESSAGES APP
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:
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:
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.
To view the American Express Terms of Use for iOS Messages app, visit www.americanexpress.com/us/customer-service/digital/chat/ios-messages-app/terms.