American Express SafeKey^® helps prevent unauthorized online use of your American Express^® Card by confirming your identity with a dynamic One-Time Code (OTC) for each transaction you make with participating online merchants.

Yes, American Express provides online protection for all our customers through our internet Fraud Protection & Guarantee^*. American Express SafeKey is launched as part of our continuous efforts to let our customers shop in a safer and more secure online environment.

^* American Express will guarantee protection against fraudulent purchases made online, provided you have taken reasonable care to protect your account details, notify us immediately of suspected fraudulent activity and have complied with your Card Terms & Conditions.

No, you do not have to pay for this service. However, please check with your mobile and/or Email service provider to see if charges for SMS or Email apply to your mobile and/or Email account.

You are automatically enrolled for American Express SafeKey. There is no additional step that you need to take for your existing Cards, when you get new Cards, or when you open additional new accounts other than ensuring your mobile phone number and/or Email address on file with American Express is updated for all of your American Express Cards. This also includes Supplementary Cards that you hold.

You can proactively confirm the mobile phone number and Email address you have on file for all your American Express Cards by calling the Customer Service number mentioned on the back of your Card.

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 your OTC, which will be sent to your mobile phone and/or Email address that you have on file for that account. Once your OTC is verified, your online transaction will be processed.

When you checkout with American Express SafeKey, the masked mobile phone number and Email address that we have attempted to send the OTC to are displayed. We will attempt to send the OTC to both your mobile phone and your Email address; if one is not updated you can use the other to obtain the OTC that was sent.

If they are both not updated, please click "Update Now" on the OTC entry screen displaying on the merchant page. On the update contact details screen, please correctly answer the security questions and input your correct mobile phone number and/or Email address. Once completed, another OTC will be sent to these new details, and you can complete your purchase. If you experience any difficulties, please call the Customer Service number mentioned on the back of your Card..

The OTC helps to protect you against online fraud. It is a secure way to authenticate that the customer using an American Express Card for an online purchase is the rightful owner.

You will receive your OTC via SMS and/or Email depending on what contact details you have put on file for your American Express Card that you are using for your purchase.

No. This measure only applies for purchases made at merchant websites that support the American Express SafeKey authentication protocols.

Yes, you need to provide your mobile phone number or Email address to receive an OTC via SMS and/or Email. The SMS facility is only available for Thailand mobile phone numbers. If you do not have a Thailand mobile phone number, you can receive the OTC via Email only.

You can update your contact details via the "Update Now" on the OTC entry page during checkout, or over the phone to Customer Service at the number mentioned on the back of your Card. Any updates you make to your contact details for your account alerts will automatically apply to SafeKey.

The OTC is valid for 10 minutes from when it was generated.

Participating online merchants will display the American Express SafeKey logo on their websites.

If the merchant is not American Express SafeKey compliant, you will not be asked for your OTC. Only American Express SafeKey merchant sites require the American Express SafeKey OTC.

Yes, the account numbers for each Card are different and different contact details can be added for each primary, additional, and supplementary Card you have associated with your account. All that is needed is that the correct contact details be on file for each primary, additional, and supplementary Card.

No, each Card can have a different mobile phone number or Email address associated with it. If a mobile phone number or Email address has not been put on file for the additional and supplementary Cards, please update the details on file for the Cards as needed.

No, the contact detail update for the additional or supplementary Card will not change any details on file for the primary Card or other additional/supplementary Cards. It applies to the unique Card only.

The OTC is valid for 10 minutes after it is generated by the transaction. If you click the "Resend Now" button within that 10 minute window, then the same OTC will be re-sent to you. If you click "Resend Now" button after the 10 minute window expires, then you will need to start the entire transaction process again which will generate a new OTC.

If you ever suspect that fraudulent contact information changes or purchases have been made on your American Express Card account, please contact Customer Services immediately to report it by calling the number mentioned on the back of your Card.

No, you can only use Cards issued by American Express (Thai) Co., Ltd. excluding non-plastic Corporate Card e.g. Business Travel Account Card (BTA), Corporate Purchasing Card (CPC), Corporate Meeting Card (CMC)

We want to make your online shopping experience as secure as possible without sacrificing the convenience of shopping online. As a result, certain purchases don't require an OTC. When you make these types of purchases, you will briefly be shown a screen advising you of this.

Yes, it is not possible to do a transaction with an American Express SafeKey merchant without using American Express SafeKey.

Different reasons could cause the failure of a transaction. When the OTC was entered incorrectly or some of the security questions have not been answered correctly, the access to SafeKey could be blocked. If the OTC wasn't entered within ten minutes, the transaction could expire. Technical issues in the payment service of the merchant could also disturb the transaction. In all different cases you will receive a notification of what happens with the transaction by notification on the screens.

Access to American Express SafeKey has been blocked for security reasons if an invalid OTC has been keyed in or if the security questions have not been answered correctly. In order to get access to American Express SafeKey please contact American Express Customer Services by calling the telephone number mentioned on the back of your Card. After the call, you are directly able to use SafeKey.

• Keep your mobile phone number and E-mail address up to date on all of your accounts so you can be promptly notified of any suspicious activity
• Lock your mobile phone with a Code and/or encryption when not in use
• Secure your E-mail and mobile accounts with strong, unique Codes and enable any additional security options offered
• Create longer length passwords using combinations of letters and numbers
• Use different Codes for each of your online accounts
• Don't use predictable passwords
• Change your Codes regularly
• Ensure you have up-to-date anti-virus protection on your phone

American Express will never E-mail you to ask you for sensitive information. If you receive a suspicious E-mail which claims to be from American Express, do not click on any links. Please forward the E-mail to spoof@americanexpress.com