Account Management

If your Card has been lost or stolen, log in to your Online Account or the Amex App to cancel your Card and order a replacement. We’ll aim to get a new Card to you within 5-7 business days.

You can also Click to Chat with us 24/7 via your Online Account or message us directly in the Amex App.

Contact us immediately if you suspect fraudulent activity on 1300 132 639 (from Australia)
+612 9271 8664 (from overseas). Operating hours are 6am – midnight AEST, 7 days a week.

Still looking for your Card? You can temporarily lock/unlock your Card at any time. Your Card will be automatically unlocked after 7 days if you do not permanently cancel it.

If your Card has been damaged or you need a replacement, you can quickly and easily apply for a Replacement Card online.
Simply:

1. Log in to your Online Account
2. Locate Account Management, then ‘Replace a Card’
3. Select the Card that you want to replace as well as the replacement reason. You will then be prompted with some security questions.
4. Review the replacement Card details and select ‘Submit’ to lodge the Card replacement request. You should receive a confirmation email to confirm your request has been submitted.

Note that the Card replacement is sent to the address on file. No one-time address will be accepted. If you would like to have a replacement Card sent to an alternative address, please call the number on the back of your Card.

If you’re an Additional Card Member, you’ll be able to follow the same set of steps outlined above to order your Replacement Card.

For Corporate Cardholders, call us on 1300 132 639 (from Australia) or +61 2 9271 2444 (from overseas). Our current operating hours are 8am – 8pm AEST.

We’ll aim to get a new Card to you within 5-7 business days. If your new Card hasn’t arrived within 10 business days please contact us.

Once the expiry date on your Card has passed, it will be declined if you try to use it, and you'll need to choose another method of payment. However, you’ll usually receive a new Card by post before your previous Card expires (unless your Card Account is not in good standing).

If you’ve forgotten your User ID or password, you can retrieve or reset these online by following four simple steps:

1. Enter your Card details here following the prompts shown on the screen
2. Retrieve your User ID
3. If resetting your password, answer the security question to confirm your identity
4. Choose a new password in accordance with the password guidelines.

Whether you’re a new Business, Corporate, Personal or Additional Card Member, you can activate your Card via the Amex App.

After clicking ‘confirm’, you’ll then be prompted to set up an Online Account, which will allow you to simply and securely view your Card balance, make repayments and more.

Note: If you’re linking a new Card to an existing Online Account, you’ll need to have your existing User ID and Password ready to enter when prompted. Remember, you’ll only be able to link Cards that are in the same name.

If you’re a new Additional Card Member, you’ll need to have the Primary Card Member’s date of birth ready to enter, along with your own details. However, only you will be able to access your Card information through your Online Account.

You are able to share the benefits of your Card with family members or friends by adding an Additional Card Member to your Account.

The Additional Card Member will be added to the Account of the Primary Card Member with all points earned being credited to the same Account.

Learn more about Personal Additional Cards 
Learn more about Business Additional Cards 

An Employee Card is a convenient way of allowing your business partners and employees to share many of the Card benefits you enjoy. If you are enrolled in Membership Rewards, you’ll also earn points on your Employee Card(s) spend.

Adding an Additional Card Member to your Account is simple:

1. Select your Card here.
2. Download the PDF application form by clicking 'continue'.
3. Complete the application with the help of your employee.
4. Return it to American Express via post, fax or email (see form)

Adding an Additional Card Member to your Account is simple:

1. Locate your Card here for Personal Cards and here for Business Cards and click the ‘Apply now’ button below it
2. Log in or enter your Card details, follow the prompts and complete the online application form
3. When you’ve input all the required information, click ‘submit’. You’ll receive a response from us within 24-72 hours.

Yes, Additional Card Members will earn points at the same rate as the Primary Card Member and all points will be directly credited to the Primary Card Member’s Account (provided they are enrolled in a rewards program).

For Personal Card Members, up to 4 Additional Card Members can be added to your Account.
For Business Card Members, you can have up to 99 Business Supplementary Cards connected to your Basic Card account. 

Your Additional Card can be activated as soon as it has been received. Activate your Additional Card here.

As part of the activation process you’ll be prompted to register for Online Services, which will allow you to manage your Account Online and enrol in Amex Offers.

There are a number of ways for you to check the balance of your Additional Card. Either log in to your Online Account or check the Amex App.

Your Additional Card can be activated as soon as it has been received. Activate your Additional Card here.

As part of the activation process you’ll be prompted to register for Online Services, which will allow you to manage your Account Online and enrol in Amex Offers.

Yes, one of the benefits of having an Additional Card is the ability to enrol in and redeem Amex Offers. Additional Card Members can view and enrol in Amex Offers by logging into their Online Account or Amex App. Any credit received from redeeming Amex Offers will be directly credited to the Primary Card Member’s Account.

Via your Online Account

1. Login to your Online Account
2. Locate Account Management, then ‘Change PIN’. Answer some security questions as prompted.
3. On the ‘Change Your PIN’ section, it is important that you view and note down your current PIN for the next step. Please note to complete the PIN change, you will need to insert your Card in to the terminal for your next in-store transaction. If the terminal asks for a PIN, you will have to use your old PIN one last time.
4. Press ‘Continue’ and enter your old PIN followed by the new PIN and re-enter the new PIN to confirm.
5. Select ‘Submit’ to confirm PIN change. You should receive a confirmation email to acknowledge that the PIN change request has been received. In order to complete the PIN change, please insert your Card into the terminal for your next transaction. Enter your old PIN one last time and your PIN change will then be completed.
   

Via the Amex App

1. Login to the Amex App
2. Go to the ‘Account’ tab at the bottom
3. Select ‘Card Management’
4. Select ‘Manage Card PIN’ then ‘Change PIN’. It is important that you you’re your current PIN and note it down for the next steps.
   
5. You will be prompted to answer some security questions, then select ‘Continue’
6. Enter your current PIN followed by the new PIN and then re-enter the new PIN to confirm.
7. Complete the PIN change process by inserting you Card into the terminal on your next transaction.
8. If a PIN change is requested by the terminal, you will need to enter your old PIN one last time in order for the new PIN to be written onto the Card to complete the PIN change process.
   

Otherwise, to change your PIN, please call the number on the back of your Card and a Customer Care Professional will be happy to help.

Via your Online Account

1. Log in to your Online Account
2. Go to Account Management
3. Locate ‘View PIN’
4. Answer the security questions as prompted
5. A ‘Your PIN is locked’ banner will be displayed. Select ‘Unlock PIN’ to unlock the PIN on the Card.
   

Via the Amex App

1. Log in to the Amex App
2. Go to the ‘Account’ tab at the bottom
3. Select ‘Card Management’ then ‘Manage Card PIN’
4. Go to ‘Unlock PIN’. You will then be prompted with a one-time password which will be sent to your email or via text.
   
5. Enter the one-time password and select ‘Continue’.

Otherwise, to change your PIN, please call the number on the back of your Card and a Customer Care Professional will be happy to help.

1. Login to your Online Account
2. Go to ‘Account Management’
3. Go to ‘View PIN’
4. Answer the security questions as prompted.
5. Choose ‘Show PIN’ to reveal the PIN. Click ‘Hide PIN’ to stop displaying the PIN.
   

To update the billing address on your Card Account, simply:

1. Log in to your Online Account
2. Locate Account Management, then ‘View and Edit Contact Details’
3. Next to ‘Billing Address’, select ‘Edit’ and you will be prompted with some security questions.
4. Enter your new billing address and select ‘Next’. Ensure all mandatory fields marked with asterisk symbol are completed.
5. Review your address and select ‘Confirm’ to update your billing address. You should receive a confirmation email to confirm your billing address has been updated.

If you’re an Additional Card Member, you will not be able to update the billing address for your Card. You can only update your own personal details saved under the Primary Card Member’s Account by calling the number on the back of your Card.

If you’re a Corporate Card Member, for security reasons, changes to your Card’s billing address can only be made by your Company’s chosen Program Administrator. If you would like to change your Primary address (personal) please call the number on the back of your Card.

If you’d like to create a new password, you’ll need to:

1. Log in to your existing Online Account.
2. Go to ‘Account Management’
3. Under ‘Personal Details’, scroll down and select ‘Change your Login password’
4. Enter your new password as per the specifications provided and confirm.

Periodically, American Express must review the information we store about our customers, and take steps to ensure that this information is complete, accurate and up-to-date. This data is critical to ensuring that we meet our legal obligations and our commitment to deliver a high standard of service.

Please refer to the required information stated in the communication you received. If you are requested to send proof, please do not send the original document as we may not be able to return them.

Periodically, American Express must review the information we store about our customers, and take steps to ensure that this information is complete, accurate and up-to-date. This data is critical to ensuring that we meet our legal obligations and our commitment to deliver a high standard of service.

If you do not provide the required documentation we may be required to take further action, potentially leading to suspension and cancellation of all of your Accounts including any Additional Card Member Account(s). This is in order to ensure we meet our regulatory requirements.

Addition to the email, we sent out a letter to confirm that the email is legitimate/not phishing and has been sent by American Express.

Please provide all the requested documentation for you and any Additional Card Members if applicable within 10 days of our communication, or as soon as you are able to.

Please refer to the communication for the details.

American Express must review the information we store about ALL our customers. Customer includes both Primary Card holders and Additional Card holders.

You will need to send us A certified copy of either 1 of the following showing the new name:

• Driving Licence (current)
• Passport (current)
• Marriage Certificate
• Change of Name Certificate
• Birth Certificate 

How to send your documentation to us

• Through our secure website at amex.com.au/documentcentre or
• Post: American Express Australia Limited, GPO Box 1582, Sydney NSW 2001 Australia.

You will need to send us A certified copy of either 1 of the following showing the correct name:

• Driving Licence (current)
• Passport (current)
• Marriage Certificate
• Change of Name Certificate
• Birth Certificate 

How to send your documentation to us 

• Through our secure website at amex.com.au/documentcentre or
• Post: American Express Australia Limited, GPO Box 1582, Sydney NSW 2001 Australia.
  

You will need to send us A certified copy of either 1 of the following showing the correct date of birth:

• Driving Licence (current) 
• Passport (current) 

How to send your documentation to us

• Through our secure website at amex.com.au/documentcentre or
• Post: American Express Australia Limited GPO Box 1582, Sydney NSW 2001 Australia.

A Credit Limit is the maximum amount of credit that can be used on a Card and this is established when your Credit Card is approved.

Credit Cards

Managing your Card credit limit is simple

1. Log in to your Online Account
2. Select the ‘Account Management’ tab
3. Select ‘Manage Your Credit Limit’ under ‘Card Management’
4. Move the slider along the line or enter your desired limit in the ‘Requested Credit Limit’ box then click ‘Continue’
5. Provide any requested documentation for assessment.

If you have requested a higher limit and we approve your application, your new limit will be available within one hour. You’ll also receive a written confirmation.

Alternatively, you can go to your dashboard and click ‘Manage Your Credit Limit’.

Charge Cards

With a Charge Card, you’ll need to pay off the full balance each month. Charge Cards have no pre-set spending limit*, although that does not mean unlimited spending. Your purchases are approved based on a range of factors. As we get to know you, we’ll be able to adjust how much you can spend on your Card.

* No pre-set spending limit does not mean unlimited spending. Your purchases are approved based on a variety of factors, including current spending patterns, your payment history, credit records, and financial resources known to us.

To find out more about Personal Charge Cards click here or to find out more about Business Charge Cards learn more.

Corporate Cards

Please speak to your Program Administrator.

There are different types of alerts offered by American Express, which include push notifications from the App, and SMS messages and emails from your Online Account. To manage each type of Card alert, follow the steps below.

Via your Online Account

To turn on your email and SMS Card Alerts:

1. Log in to your Online Account
2. Go to ‘Account Management’
3. Select ‘Alerts, Communications & Privacy’, then ‘Card Alerts’
4. Tick the box beside the Card you’d like to receive alerts for
5. Choose to receive alerts by email or SMS.

To turn off your email and SMS Card Alerts:

1. Log in to your Online Account
2. Go to ‘Account Management’
3. Select ‘Alerts, Communications & Privacy’, then ‘Card Alerts’
4. Untick the box beside the Card you’d like to stop receiving alerts for – or click ‘Hold Alerts’ and enter a date range.

Via the Amex App

To turn on mobile push notifications through the App:

1. Log in to the Amex App
2. Go to ‘Account’
3. Select ‘Notifications’
4. Turn on ‘Payment due reminder’, ‘Payment received’ and ‘Statement ready’.

FPO is an optional program offered to eligible Business Charge Card Members and is automatically activated on pre-approved accounts. When a Card Member has FPO, they receive a limit linked to their existing American Express Business Charge Card.

The Card Member has the choice to:

• Pay in full - continue to pay the total Closing Balance each month.
• Pay over time - pay at least the Minimum Amount Due each month (interest charges apply)
• Pay any amount in between (up to your FPO limit).
•  FPO can help SBS Card Members with cash flow, pursue new business opportunities, and stay prepared for shifts in demand.

If you’re a Personal Card Member, There are a variety of ways to pay your Card bill, including American Express Online Services, Amex App, Direct Debit, American Express Card PayID, BPAY^® or pay in person at any Australian Post Office.

All available methods of payment are detailed here.

If you’re a David Jones American Express Card Member, in addition to the other methods listed above, you can also pay at Australia Post Offices and any David Jones store in Australia.

If you are a Corporate Card Member, firstly make sure that you review and submit your expenses using your internal expense system. If you are liable to pay your Card bill, you can pay using American Express Online Services, Amex App, Direct Debit, BPAY® or in person.

For more frequently asked questions about paying your Card bill, view the ‘Payments’ section.

To pay your bill online, you will need to register your bank details via Online Services. You can then pay your bill here, or via the Mobile App.

Please note if you enrol in ‘Pay bill online’, there is a 30 day period before you can pay more than the minimum amount due.

For more frequently asked questions about paying your bill, view the ‘Payments’ section .

To submit a form to American Express, you’ll need to post it to the address indicated on it. This is usually located in a box, under the words ‘Please mail to’. Alternatively, forms can be uploaded to the document centre.

If your Card has been lost or stolen, call us anytime, whether it’s day or night, on 1300 132 639 (from Australia) or +61 2 9271 8664 (from overseas). Or use the live chat function within your Online Account or App.

If your Card has been damaged or you need a replacement, you can quickly and easily apply for a Replacement Card online. Simply:

1. Log in to your Online Account
2. Locate Account Management, then ‘Replace a Card’
3. Select the Card that you want to replace as well as the replacement reason. You will then be prompted with some security questions.
4. Review the replacement Card details and select ‘Submit’ to lodge the Card replacement request. You should receive a confirmation email to confirm your request has been submitted.

Note that the Card replacement is sent to the address on file. No one-time address will be accepted. If you would like to have a replacement Card sent to an alternative address, please call the number on the back of your Card.

If you’re an Additional Card Member, you’ll be able to follow the same set of steps outlined above to order your Replacement Card.

For Corporate Cardholders, call us on 1300 362 639 (from Australia) or +612 9271 2444 (from overseas).

If your Card has been lost or stolen and you have called the number on the back of your Card to report this, we aim to get your Replacement Card to you within two working business days.

If your Card requires replacing and it is still safely in your possession, your replacement Card should reach you within 7-10 working days. However, if it hasn’t arrived within 10 days, please contact a member of our team.

Once the expiry date on your Card has passed, it will be declined if you try to use it, and you'll need to choose another method of payment. However, you’ll usually receive a new Card by post before your previous Card expires (unless your Card Account is not in good standing).

To notify us if an American Express Card Member has passed away you will be required to provide a copy of the death certificate before cancelling an Account as deceased. 

You can send the Death Certificate with covering letter with account number by mail or email.

• Address: GPO Box 1582, Sydney NSW 2001
• Email: creditcustomerservices@aexp.com

For Corporate Card Members (Employee Cards), your Program Administrator will cancel the Card on behalf of the Employee Card Member.

If you are replacing a metal Card you can return your old metal Card using the Reply Paid return envelope provided with your new Card. Alternatively, you can send your old metal Card to the following address (no stamp required):

Customer Returns
Reply Paid 90684
Smithfield NSW 2164