Got questions? Read through our FAQs and get instant answers to your queries about the different ways to pay, using mobile wallets, Card payments, and more.
To make payments with your mobile device, you’ll first need to link your American Express Card to your particular device’s mobile wallet app i.e. Apple Pay*, Samsung Pay` or Google Wallet.^ Once linked, you’ll be able to pay with your mobile anywhere you see a contactless payments symbol. For more information, select your mobile device’s wallet below:
Apple Pay
Samsung Pay
Google Wallet
*Apple Pay and Apple are trademarks of Apple Inc., registered in the US and other countries.
`Samsung Pay and Samsung are trademarks or registered trademarks of Samsung Electronics Co., Ltd.
^Google Wallet and Google are trademarks of Google LLC.
Yes, using your mobile is a safe and secure way to pay.
This is because: You authorise each payment, using either a passcode or biometric scan. Your Card details aren’t saved to your phone. Your device is instead given a unique token identifier that is sent to the Merchant, which American Express® authenticates as being linked to your Account. Only American Express can see your Card details.
Learn more about mobile payments security
If you lose or misplace your Card or device, chat with us in your Online Services or App or call us immediately on 1300 132 639 and we’ll look after the rest.
You can also use features find, lock or delete cards and data from your device that are provided by our wallet partners. To find out how please refer to them directly, such as for;
Google Pay using Find My Device or
Samsung Pay using SmartThings Find .
An eligible Card is an active Australian American Express issued Personal or Small Business Credit or Charge Card, or an American Express Corporate Card. Your current Card does not need to be contactless in order to use a mobile wallet. American Express Pre-Paid Cards, Virtual Accounts, Corporate Purchasing Cards, International Currency Cards and Meeting Cards are not eligible.
No, there are no additional charges to use your Card on mobile wallets.
Most mobile wallets are accepted anywhere contactless payments are supported across the world. If you can use your actual Card in the country you are visiting, you should be able to make a payment using your mobile wallet. However, you must add your Card while in Australia since you will not be able to register a new Card to your wallet when in another country due to security reasons.
If you get a new phone, you will be required to add each Card to the mobile wallet you install and choose to use. You will have to follow the normal enrolment process specific to the app you decide to use.
It is recommended that you remove all Cards from your old phone or perform a factory reset.
No, you cannot withdraw cash using a mobile wallet with your American Express Card.
Compatible devices vary according to the mobile wallet.
Samsung Pay is supported on a variety of devices from the Galaxy S, Galaxy Fold, Galaxy A, Galaxy J, and Galaxy Note series. It is also available on Samsung wearables like the Galaxy Watch and Gear series. Please visit Samsung.com for the complete list of compatible devices and more information.
For Apple Pay, you can load your eligible American Express Card to any iPhone models with Face ID and iPhone models with Touch ID, except iPhone 5s, for in-store and in-app payments. You can also load your Card to an iPad Pro, iPad Air 2, and iPad mini 3 or later for in-app and on the web payments and with Mac in Safari with an Apple Pay enabled iPhone 6 or later, or Apple Watch. Apple Watch is enabled for in-store payments. For a list of compatible Apple Pay devices, click here.
To use Google Wallet, your device must be running on Android 5.0 (Lollipop) or higher, and support near-field communication (NFC) and host Card emulation (HCE) technology. NFC and HCE are both required for Google Wallet to work for in-store transactions. Check the Google Wallet Help Centre for more information as Google may from time to time make changes to the operating system and device requirements.
Yes, you can use your mobile wallet as a backup for your Card if it is already enrolled prior to your Card becoming misplaced.
If you lose or misplace your Card or device, chat with us in your Online Services or App or call us immediately on 1300 132 639 and we’ll look after the rest.
You can also use features find, lock or delete cards and data from your device that are provided by our wallet partners. To find out how please refer to them directly, such as for;
Google Pay using Find My Device or
Samsung Pay using SmartThings Find .
All Australian American Express issued cards are eligible for use with Samsung Pay. This includes American Express issued Personal, Small Business and Corporate Cards.
Samsung Pay is supported on a variety of devices from the Galaxy S, Galaxy Fold, Galaxy A, Galaxy J, and Galaxy Note series. It is also available on Samsung wearables like the Galaxy Watch and Gear series. The Galaxy S8 supported Iris scan, however it has been discontinued. Finger scan is supported on all Galaxy S9 and above products. No Samsung devices support Face scan for EMV transactions. Please visit Samsung.com for the complete list of compatible devices and more information.
Samsung Pay is already accepted wherever you are currently making contactless payments using your American Express Card.To know more about using Samsung Pay, click here.
Samsung Pay uses tokenisation and authentication methods to help secure your information. In addition, American Express' intelligent security platform is working to safeguard your account at all times. For more information on security, click here.
No, you cannot withdraw cash from your American Express Card loaded in your Samsung Pay app.
You can use Samsung's SmartThings Find service to remotely lock or wipe your device. This will lock or wipe Samsung Pay as well as your registered Cards.
You can also, contact us to delete your cards in the Samsung Pay app.
Samsung Pay is accepted anywhere contactless payments are supported across the world. If you can use your actual Card in the country you are visiting, you should be able to make a payments using Samsung Pay. However, you must add your Card while in Australia, since you will not be able to register a new Card to Samsung Pay when in another country due to security reasons.
When you add a Card to Samsung Pay, you are required to verify it to help protect your account. Currently the only method available to complete verification is to enter the 6-digit verification code that is sent to your mobile number registered for your Card.
We use your information to manage your use of Samsung Pay, present you with updates and to display targeted offers and advertising from time to time. Samsung share information with us for fraud and identification purposes. We always use your information in accordance with the American Express Online Privacy Statement.
We share aggregated and de-identified information with Samsung to help improve Samsung Pay. When you register your Card to your device, Samsung may access and process your information, including information about your transactions. Samsung’s use of your personal information is solely governed by Samsung's privacy policy.
Yes, you will continue to receive all the same benefits and rewards your eligible American Express Card offers when you pay with Samsung Pay.
Nope! Not even for transactions over $200. Wake your device and hold it near the reader. If or when prompted, enter your Samsung device's unlock PIN, pattern, or fingerprint. Wait for the device to beep or vibrate, then look for the ‘checkmark’ on your screen.
If you have a new Card or have not set up your PIN yet, you can do so by logging into your Account. If you want to change your PIN, please log into Online Services, the Amex App, or call the number on the back of your Card.
Don’t worry, we'll work to get a replacement Card to you as soon as possible (often within two working days). Call us anytime, day or night, on 1300 132 639 (from Australia) or +612 9271 8666 (from overseas).
Yes. If you are enrolled for cash advances, your existing PIN on your Card will work for both purchases and cash access. To view your PIN, please log into Online Services or the Amex App.
If you have forgotten your PIN, please log into Online Services or the Amex App to view your current PIN. If you are still experiencing problems, please call the number on the back of your Card.
There are no limitations on the combination of the 4 numeric digits you can select across your Cards. We encourage you to select a PIN that you can easily remember; but is difficult for someone to guess.
- Never reveal your PIN to anyone, including friends, family members, Merchants or American Express customer service representatives; you will never be asked to provide your PIN by an American Express® customer service representative.
- Do not write your PIN down anywhere, including on your American Express Card.
- Shield the keypad with your hand or body when you are entering your PIN at an ATM or at a store.
To activate your new PIN on your Card, you need to complete one more transaction with your old PIN. Although unlikely, you may be required to enter your old PIN for more than one transaction before using your new PIN. Following that, you can use your new PIN for all transactions.
Apart from the added layer of data encryption the Chip and PIN gives you, it allows you to authorize transactions by entering your PIN. Chip and PIN Cards also make it more convenient for you to travel internationally, since this technology is already common in many countries.
No, a contactless transaction after changing your PIN will not activate the new PIN for your Card. To complete your PIN change, please insert your Card into the checkout terminal on your next transaction, if you are required to enter a PIN, please enter your old PIN. After this step, your new PIN should be ready for use for all your subsequent transactions. If your new PIN is accepted in your next transaction, your PIN change is complete. If your new PIN is not accepted, you will be required to use your old PIN again to re-attempt the PIN change.
If you are checking out at a chip-enabled terminal:
- Insert your chip Card into the terminal and leave it in until your transaction is complete.
- Follow the prompts and enter your 4-digit PIN to authorize the transaction. Your PIN replaces your signature.
- You will receive a confirmation receipt when you have successfully completed your transaction.
How to use?
You can use your American Express Card on public transport on the Opal and Translink network. This includes all eligible trains, buses, metro, rail services, ferries and light rail services across New South Wales and Queensland. To know more about eligible services: Click here for New South Wales and here for Queensland.
No, eligible contactless American Express® Cards or mobile wallets are ready to be used (prepaid Cards are excluded). The reader is like any other payment terminal where you would use your Card.
Old go Card equipment could only detect go Cards when presented to the device to tap on and off. Smart Ticketing validators have a much stronger processing power to accept contactless payments and will try to read every smart Card or device when presented to tap. If you present your entire wallet, a plastic case with multiple Cards (including building access Cards) or even your smartphone with a Card stored in the back of the case to a Smart Ticketing validator, it will try to read all Cards at once. If this occurs your tap may be declined, or the Smart Ticketing validators may read a different Card or device when you tap off than when you tapped on resulting in a default fare/s.
If you tap on with one Card or device and use a different Card or device to tap off, you will be charged a default fare on both payment types. It is important to tap on and off with the same Card or device at the start and end of each trip to ensure you are charged the correct fare for your journey. If you forget to tap on or off or tap on and off using two different Cards or devices, you will have an incomplete journey/s resulting in a default fare/s.
You must have an accepted payment tap from a Smart Ticketing validator or purchased a paper ticket for valid travel. If your tap was declined, you may need to try again, use a different contactless American Express Card or device, go Card, or purchase a paper ticket.
If you want to pay for multiple people, each person needs to tap on and off with their own go Card, contactless debit or credit Card, smartphone, smart watch or smart device linked to American Express. Alternatively, you can purchase a paper ticket.
If your plans change and you decide to no longer travel, you can tap the same Card or device at the same station from 11 seconds up to 20 minutes after your first tap to successfully cancel your tap. There is no charge for cancelling a tap.
Benefits and restrictions
Simply tap on and tap off with your American Express Card or a linked device, and get the same fare and travel benefits as an Opal Card, so Adult Opal fare pricing applies. There’s no need to queue to buy a ticket or top up your Opal Card. You’ll also be earning points as normal.
It does not include Opal Park & Ride free car park access and Concession, Senior/Pensioner & Child fares. For more details please refer to https://transportnsw.info/tickets-opal/opal/contactless-payments
With an American Express contactless payment, you get the same fare and travel benefits as an Opal Card, so Adult Opal fare pricing applies. See transportnsw.info for specific fare pricing. If you use a Credit Card that was issued overseas, your Card issuer may charge you a foreign transaction fee as well. If you use a Credit Vard issued overseas, your Card issuer may also charge you a foreign transaction fee.
Yes, from time to time we, may run Amex Offers across our merchant network. To make sure you do not miss out:
- Keep your email address and marketing preferences up to date.
- Log in to your Account online and click on Account Management.
- Download the Amex AU app for iOS and Android to manage your Account and find the latest Offers on the go.
- Remember to save the Offers you want.
No, you can only pay for one Adult Opal fare with a contactless Card or device. However, if you have additional Cards linked to the same Account, each eligible ard can be used to tap on for one Adult Opal fare.
To enjoy the benefits of being able to tap on public transport on the Opal network using your American Express Card, you will need a contactless-enabled Card or have your Card loaded into a mobile wallet on your phone or wearable. Your Account must be in good standing and prepaid Cards are not eligible.
Select the Card you want to use in your digital wallet. Hold the device over the reader until it shows ‘Tap success’. at the end of your journey, hold the same device you tapped on with over the reader until you see the same ‘Tap success’ message.
It is important to ensure your device has enough battery to complete your journey or you will be charged a default fare for not tapping off. Also, if you are unable to produce your device for inspection by an Authorised Officer, you may be fined for travelling without a valid ticket.
Yes, Adult Opal card holders and contactless payment users will receive a $2 discount for every transfer between metro/train, ferry, bus or light rail as part of one journey within 60 minutes from the last tap off. Child/Youth, Gold Senior/Pensioner and Concession Opal card holders get a $1 discount for every transfer between modes. Click here for more details.
You can view and download a detailed breakdown of your last 10 trips on transportnsw.info and the Opal Travel app. Your credit/debit Card statement will only show a single charge for each day’s travel, so the website and the app are the best place to see this.
Yes, you can accrue the same frequent traveller discounts using an American Express Card, smartphone, smart watch or smart device. This includes the eight and half price discount that applies if you make eight paid journeys on the same Card or device in a week (Monday to Sunday) you will receive half price travel on every additional trip made during the rest of the week.
Discounts are not transferable from one payment method to another so you will need to tap on and off with the same Card or device to accrue frequent traveller discounts.
The eight and half price frequent traveller discount does not apply to Airtrain journeys.
Troubleshooting
Think of the Opal reader like any other payment terminal. If you try to tap a wallet or purse containing multiple contactless-enabled Cards, you might debit the wrong Card. This may result in you being charged two maximum fares instead of one.
So, it's important that you clearly and deliberately present your American Express Card to the Opal reader. Alternatively, load your Card to a mobile device to avoid this issue.
After you tap on you may see one or more pending $1.00 pre-authorisation charges. This charge will not be billed and will disappear from your account within seven to ten business days. It will be replaced by the final calculated fare for each trip taken.
If you don’t see the green ‘Tap Success’ message when you tap on, it may be because the Card has not been properly presented to the Opal reader. Try tapping on again. If it still doesn’t work you may see a ‘Card Not Valid’ message indicating that the Card was rejected. Reasons why your Card may not work include:
- You have reached your credit limit
- Your Card may not support contactless payments
- Your Card has expired
- Card has been reported lost or stolen, or has failed at least two revenue protection inspections in the last 12 months
If this happens you can ask for help from member of staff. If you need further assistance please call the number on the back of your Card.
Your Account must be in good standing to travel. Sometimes payments may be declined and the error message provided may allow staff to see why your payment has been declined.
If this happens:
- You may need to call the number on the back of your Card to resolve this.
- Your Card will need to be re-authorised before you can use it to travel on again
- You can then tap your Card at the Opal reader to re-authorise payment. This re-authorisation may take up to one hour to process.
If you would like to query a charge against your Card, please call the number on the back of your Card. If we determine the charge is valid but you would like to investigate further, you should contact Opal Customer Care or visit transportnsw.info.
If you decide not to travel after you’ve tapped on, reverse your tap on by tapping the Card or device at an Opal reader on the same departure station gate, ferry wharf or light rail stop. Your reverse tap must happen within 15 minutes of your initial tap for light rail, or 30 minutes for trains and ferries. You can tap off within 5 minutes of tapping onto a bus as long as the bus hasn’t moved during this time. The ‘Tap Success’ message will display again and the tap on will be reversed. No charge for the fare will appear on your statement. You may see a pre-authorisation charge of $1.00 which will disappear from your account within seven to ten business days.
Your Account must be in good standing to travel. Sometimes payments may be declined and the error message provided may allow staff to see why your payment has been declined.
If this happens:
- You may need to call the number on the back of your Card to resolve this.
- Your Card will need to be re-authorised before you can use it to travel on again
- You can then tap your Card at the Opal reader to re-authorise payment. This re-authorisation may take up to one hour to process.
When travelling on most public transport on the Opal network you must tap on and off with your Card or device or the system will assume that the maximum distance has been travelled and therefore deduct the default fare. The only exception to this is on the F1 Manly to Circular Quay service, which is a tap on only service.
Yes, when you pay your fare using your Card or device, the Opal reader applies a series of security protocols including end-to-end encryption, to ensure contactless payments and fare compliance checks are processed in line with the Payment Card Industry Data Security Standards (PCI-DSS).
Yes, authorised Officers have the right under section 77E of the Passenger Transport (General) Regulation 2017, to request to see a ticket, which includes the Card or device you tapped on or tapped off with. The Officer will scan your Card or device to confirm that you are validly ticketed.
No, Authorised Officers can only see information they need to confirm that you have correctly tapped on or tapped off.
They can’t see:
- Your Card account details or your address.
- Your Card statement.
- Retail transactions (except your travel history).
This information is visible on the Authorised Officer’s device for a limited time. All data is encrypted and processed in line with the Payment Card Industry Data Security Standards (PCI-DSS).
For more information:
- Visit transportnsw.info
- Card Members, call the number on the back of your Card.
You will be able to use your American Express Card, smartphone, smart watch or smart device linked to your Smart Ticketing account to travel on concession fares once the system is fully rolled out. If you wish to travel on a concession fare, please continue to use your go Card or purchase a paper ticket to travel.
Customers, including tourists, can still use go seeQ or go explore Cards on Smart Ticketing validators.
You will soon be able to manage your Smart Ticketing account online and via a new mobile app that is currently being developed. Smart Ticketing is delivering new digital products to help you self-manage your travel account online and record individual account requirements such as concessions online via a new website and mobile app.
Translink may charge a default fare if you do not tap on at the start of your trip or tap off at the end of your trip. Default fares are there to ensure a fair go for all passengers on the Translink network.
Yes, you can use your digital wallet, such as Apple Pay, Google Wallet and Samsung Pay, linked to your American Express Card to pay the same adult go Card fare as part of the trial.
No, you will be charged the same adult fare as a go Card to use Smart Ticketing. There are no fees from Translink for using new payment methods. Standard fees from American Express will still apply.
You will see an aggregated fare charge for all trips taken over a 24-hour period in your statement. This means you will see one amount charged for all trips in that 24-hour period instead of multiple single fare amounts.
Which Cards to use?
Yes, as long as your Card is issued by American Express Australia Limited, is contactless-enabled (or being used in a mobile wallet) and not a Prepaid Card.
Secure payments
Your unique Touch ID or Face ID uses biometric technology to protect your Card. Every time you make a purchase, you’ll need to authorise the payment via Touch ID® or Face ID®. If you don’t have Touch ID or Face ID enabled for your device, you can elect to use your passcode instead.
Do not let anyone else, including family members, know your passcode or have their fingerprint or biometrics registered to your device while your Card is registered in Apple Pay .
Face ID and Touch ID are trademarks of Apple Inc., registered in the US and other countries
Instead of using your Card number, Apple Pay® assigns you an encrypted, unique Device Account Number. When you make a purchase, this number, along with a transaction-specific code, is used to process your payment – meaning merchants will never see your details.
Nope! Not even for transactions over $200. There’s no need to open an app either. Simply double click your side button on iPhone or Apple Watch and hold it near the contactless reader, or for Touch ID, hold your locked iPhone with your finger on Touch ID near the contactless reader.
If you lose or misplace your Card or device, chat with us in your Online Services or App or call us immediately on 1300 132 639 and we’ll look after the rest.
You can also use features to find, lock or delete cards and data from your device that are provided by Apple.
To find out how please refer to them directly, such as for Apple Pay using Find My® .
Your Card in Apple Pay is protected by your unique Touch ID using fingerprint technology, Face ID and/or personal 'Passcode' that you use to access your device to help make it as secure as possible. You must either use the Touch ID, Face ID or the Passcode for your device to complete a purchase using Apple Pay.
All your payment account information will be encrypted and protected within Apple's secure environment.
Other questions
You can load your eligible American Express Card to any iPhone models with Face ID and iPhone models with Touch ID, except iPhone 5s, for in-store and in-app payments. You can also load your Card to an iPad Pro, iPad Air 2, and iPad mini 3 or later for in-app and on the web payments and with Mac in Safari with an Apple Pay enabled iPhone 6® or later, or Apple Watch®. Apple Watch is enabled for in-store payments. At this time, American Express Cards in Australia cannot be added to Apple Pay on the Apple Vision Pro device.
For a list of compatible Apple Pay devices, click here.
For detailed instructions on how to add a new Card, see how to load your Card.
Your American Express® Card Member Agreement governs the use of your Card in Apple Pay.
To pay in apps and on the web with iPhone and iPad, select Apple Pay as the payment method and place your finger on Touch ID, or use Face ID. On Mac in Safari, choose Apple Pay then complete the purchase on your iPhone or Apple Watch.
You can pay with Apple Pay where you currently make contactless payments using your American Express Card.
If you need to return a purchase made with Apple Pay, you may be asked to provide the last four digits of your Device Account Number (instead of the last few digits of your Card number). To find them, select ‘Settings’ then ‘Wallet & Apple Pay’. Alternatively, find it in the settings menu in the Wallet app by tapping on the ‘i’ icon.
No, you don't need Bluetooth, Wi-Fi or cellular data to use Apple Pay in stores. Your device uses Near Field Communications (NFC) to communicate with the terminal.
Yes, Apple Pay allows more than one Card to be loaded to the Wallet. To ensure you’re receiving the many benefits of American Express, make sure your American Express Card is set as your default Card.
To make your American Express Card the default Card, simply open the Wallet app then tap and hold the Card. Drag it to the front of the stack, and release. You'll receive a notification confirming your new default Card setting. Easy!
No, you cannot withdraw cash from your American Express Card loaded in your Apple Pay app.
To find out more about Apple Pay, click here
To make an in-store payment using Google Pay, wake up the device and tap the top of your device on the reader at a merchant where American Express Cards are accepted. You may be prompted to authenticate the payment by providing your PIN, passcode, pattern, or fingerprint to authorise the transaction. To make a purchase in participating apps, select the "buy with Google Pay" button when you reach the checkout screen.
If you lose or misplace your Card or device, chat with us in your Online Services or App or call us immediately on 1300 132 639 and we’ll look after the rest.
You can also use features to find, lock or delete cards and data from your device that are provided by Google.
To find out how please refer to them directly, such as for Google Pay using Find My Device .
With Google Pay, you can make simple and secure mobile payments for any amount, the same as your physical card. Please follow the prompts on the terminal. Check in-store for more details.
All Australian American Express issued Cards can be added to Google Wallet. This includes American Express issued Personal, Small Business and Corporate Cards.
You need to have an NFC-enabled Android device running Lollipop 5.0 or above and the Google Wallet app. To download the Google Wallet app or to check if your device is compatible with Google Wallet, visit the Google Play Store. Near Field Communication (NFC) is the technology which allows your Smartphone to communicate with the terminal at any Merchant accepting contactless transactions.
To use the Google Wallet app, you must agree to Google’s terms of use and privacy policy. American Express has no control over Google’s decisions to change Google Wallet or any of its services, products or software.
There is no extra charge for using Google Wallet or adding eligible American Express Cards to the app. Google will preauthorize a small amount (typically $2) when you add your Card, but this amount should not appear on your statement when it is issued. If you see this amount on your bill, please contact Google to discuss it or American Express to dispute the transaction.
Your Card is protected by your secure Android device lock - PIN, password or pattern. For your security, when you make a purchase using your Android device, you must unlock your device using device lock. All your payment information will be encrypted with SSL (Secure Socket Layer) technology and stored on secure servers. When you make contactless payments using your Android device in Google Wallet, your physical Card details are never shown in the app or shared with the merchant when you make payments in store.
Nope! Not even for transactions over $200. Wake your device and hold it near the reader. If or when prompted, enter your device's unlock PIN, pattern, or fingerprint. Wait for the device to beep or vibrate, then look for the ‘checkmark’ on your screen.
Yes, Google Wallet can be used as a backup. If you report your physical Card as lost or stolen, your replacement Card details will be instantly updated in Google Wallet, and you will be able to continue making purchases without having to activate your new Card.
You may require a mobile data or Wi-Fi connection to make Google Wallet transactions, to add a Card to the wallet, to replenish security settings, and after a device restart. You will need mobile data or Wi-Fi connection to receive the transaction notification.
Yes, you can add multiple Cards in your Google Wallet app.
To find out more about Google Wallet, click here
Look for the Click to Pay and American Express logos next time you shop online at participating stores. Choose ‘Returning User’ and enter the same email address that you use for your Online Services - this is your Click to Pay ID. Your eligible American Express® Cards will be available in your Click to Pay wallet. The first time you use Click to Pay, you will need to select your preferred American Express Card from this list and complete the enrolment steps before you finalise your purchase.
If you do not have an email address connected to your Online Services, you will need to add your Card details by selecting “New User”. You can add an email address in your Online Services or the Amex App.
All American Express Cards associated to your Click to Pay ID have automatically been enabled, making it easier for you to use.
You must have an active email with American Express to pay with a Card when using Click to Pay. You can add an email address in your Online Services or the Amex App.
If you change your email with American Express after you enroll your ard in Click to Pay, it will not automatically update the new email for your Click to Pay ID. You will need to remove your Card from Click to Pay and re- enroll your Card under the new email address. Alternatively, you can continue to use Click to Pay with the original email address.
In most cases, the “Remember Me on this Device” option allows you to check out faster without requiring you to confirm your identity, for example, by entering a one-time passcode.
If you use Click to Pay on a shared device or a device that another person can access (for example, if another person knows your device passcode or has a fingerprint registered on your device), you should not select “Remember Me on this Device” as it will allow that person to use your Card with Click to Pay.
Yes, if your Card is an eligible Card, you can add a new eligible Card in the Card List screen, whilst using Click to Pay.
You can remove your Card during checkout. Click ‘Manage Card’ and follow prompts to remove your Card.
You can also remove your Card through Digital Wallet in your American Express Online Services or by Contacting Us.
No. If you have checked “Remember me on this device”, in most cases, you can check out faster without having to confirm your identity for example, by entering a one-time passcode. However, for added security, you may periodically be asked to re-verify your identity.
The one-time passcode can be sent from American Express or another network.
Click to Pay combines security features for online transactions, including tokenisation and encrypted and dynamic data exchange, that can help reduce the risk of fraud.
All purchases made using Click to Pay will appear as regular purchases.
For all purchases, you should first contact the merchant and process the return or refund as you normally would according to the merchant’s return and refund policies. In case you do not recognise a transaction on your billing statement, please contact us.
When you use Click to Pay, you authorise and direct American Express to provide your personal information, including your Card and shipping information, to the merchant to process your transaction. American Express has no control over the privacy and data security practices of merchants. It is always your responsibility to review the merchant’s privacy policies and terms and conditions before making a purchase.
Your new Card will automatically appear as a payment option when you choose to make a purchase using Click to Pay. However, the first time you use your new or replaced Card to make such a purchase, you’ll be requested to confirm your identity before completing the purchase.
Click to Pay Program Terms as well as your Card Member Agreement apply. You can view Click to Pay Terms here.
If a device on which you use Click to Pay is lost, stolen or compromised in any way (for example, through a virus or spyware), Contact or call us immediately at the telephone number on the back of your Card.
Not all merchants will offer Click to Pay. Also, on rare occasions, Click to Pay may be down, unavailable or not working properly. It is your responsibility to ensure you have your Card account information or an alternative payment method to complete your purchase.
If your Click to Pay checkout profile is locked, it will be reset after 24 hours. You can try to access your Click to Pay profile after this time to continue. If you are still experiencing difficulty, please call the number on the back of your Card.
Please call the number on the back of your Card for further assistance. You can also chat with us via the Amex App.
American Express SafeKey® is an authentication service which helps prevent unauthorized use of your American Express® Card online by confirming your identity with additional verification information. You may be asked to provide a dynamic One-time Code (OTC) that you receive by email or at your mobile phone number for transactions you make with participating online merchants.
When you enter your American Express® Card number for payment at a participating online merchant, an American Express SafeKey window will appear automatically. You will be prompted to enter some additional information for verification purposes, which may include an OTC, which will be sent to the mobile phone and/or email address on file for that account. Once you enter the information requested and it is verified, your online transaction will be processed. In some instances, you may be prompted to enter the three-digit number on the back of your Card (3CSC), an OTC, or both the 3CSC and OTC. After the OTC is sent to you, it is valid for 10 minutes. If you do not enter the OTC and complete your transaction during the 10 minutes, you will need to restart the transaction with the merchant.
No, American Express does not charge a fee for this service.
As a Card Member, you have been automatically enrolled in American Express SafeKey, so you don't need to take any additional steps to benefit from this online security feature. However, please make sure that any mobile phone numbers and/or email addresses you have on file with us are up-to-date for all your Cards, and advise any Additional Card Members that you may have on your account to update their own information on file with us as well.
You can confirm the mobile phone number and email address you have on file for your American Express Cards either by logging into your Online Services at americanexpress.com/accountservices to view your Personal Details or by calling the number on the back of your Card.
When you check out at a participating online merchant, a portion of your mobile phone number and/or email address to which we have sent the OTC will be displayed. The OTC is automatically sent to both your mobile phone number and email address if we have them on file. If you need to update your contact information, you can follow the prompts within the SafeKey experience or call the number on the back of your Card.
The OTC helps to protect you against online fraud. It is an additional security measure to verify the identity of our Card members.
You will receive the OTC by text message and/or email, depending on which contact details you have on file for the Card that you are using to make your purchase.
No. This measure only applies for purchases made at participating merchants and only when prompted by the American Express SafeKey verification page. Some transactions will not require an OTC, but may require different verification information, such as your 3CSC.
Yes, if you do not have a mobile phone number or email address on file you will be prompted to enter this information to receive the OTC and complete your transaction. If you do not have a mobile phone number, you can choose to receive the OTC by email.
You can update your contact details in multiple ways, including:
Through your Online Services at americanexpress.com/accountservices
Via the "Update Contact Details" link on the OTC entry page displayed during checkout, or by calling the number on the back of your Card.
After the OTC is sent to you, it is valid for 10 minutes. If you do not enter the OTC and complete your transaction during the 10 minutes, you will need to restart the transaction with the merchant.
The OTC is valid for 10 minutes after it is generated. The SafeKey page will also expire after 10 minutes, which means you will have to start the entire transaction process again with a new OTC. If you still have not received your OTC after clicking "Resend OTC", check your email junk/spam folder if it was sent to you by email. If you still have not received your OTC, call the number on the back of your Card for support.
If the merchant is not participating in American Express® SafeKey, you will not be asked for any SafeKey verification information. Even at participating merchant websites, you may not be required to provide the OTC if other information is requested on the SafeKey screen.
No, each Card can have a different mobile phone number or email address associated with it. If a mobile phone number and/or email address has not been put on file for the Additional Cards, you should advise the Additional Card Members on your account to provide that information by logging into their account at americanexpress.com or by calling the number on the back of their Card.
We will use personal information collected through SafeKey for the purpose of providing the American Express® SafeKey service (for example, to verify your identity or to authorize transactions) and to update your contact details in American Express' systems. Log in to your account on americanexpress.com to view your personal details or make additional changes.
Yes, American Express provides online protection for all of our Card Members. As part of our ongoing commitment to protecting your account's security, we launched American Express SafeKey to allow you to shop in an even more secure online environment. Please be assured that you are not liable for fraudulent charges on your account.
If you ever suspect that fraudulent contact information changes or purchases have been made on your account, please call us immediately at the number on the back of your Card.
The SafeKey program is designed to require an OTC on some, but not all transactions. Instead of an OTC, you may be asked to provide other verification information, such as your 3CSC.
Yes, if prompted, you are required to enter the OTC or other verification information to complete a transaction with an American Express SafeKey merchant.
A transaction could fail for various reasons. If you enter the OTC incorrectly or did not answer certain security questions correctly, access to SafeKey may be blocked. If the OTC wasn't entered within 10 minutes, the transaction will expire. Technical issues in the merchant's payment service could also interrupt the transaction. In each of these cases, you will receive an on-screen notification letting you know what went wrong. If you have any questions, you can always call the number on the back of your Card for help. American Express will never email you to ask you for sensitive information. If you receive a suspicious email which claims to be from American Express, do not click on any links. If you have any questions, please call the number on the back of your Card.