When the embossed Company name is on the Card, where does it draw from?

GAFC system pulls the embossed Company name on the Card from your American Express Basic Control Account details.

Is GAFC mobile or tablet friendly?

GAFC will respond to and function on smaller screen resolutions like Tablet and Mobile, however, we do not have a separate mobile only Application.

Who do I contact if I need assistance with GAFC?

If you receive any errors, have additional questions or would like to arrange a training session on the tool please contact the American Express Programme Administrator Servicing Team on +44 (0) 1273 576 098.

If a request was not processed successfully, you will receive an error message that states you need to try your request again.

Can a Card Applicant initiate their own Card Application?

Yes, the Card Applicant needs only the Access Key and URL to initiate the process.

You can store the Access Key (unique) and Application URL (common) via your internal Intranet or internal documents.

If the Access Key requires a pre-approval, the Card Applicant will enter their contact information to kick-off the pre-approval process.

The Programme Administrator will always need to review Applications completed in this fashion to ensure proper controls for your Card programme are in place.

What happens if the employee didn’t receive their invite to apply?

Please have the employee check their ‘Junk’ or ‘Spam’ folders as emails are sent from a generated email tool.

Programme Administrators can resend the Application emails via the ‘Track Applications’ tab.

Are identity documents required?

Yes, identity documents are required for all Applications.

Applicants will enter details of the identification they are submitting in addition to uploading copies of their ID during the Online Application process. Applicants will be notified while they are completing the Online Application if there is an error in typing their entries or if their document(s) is not uploaded.

Which types of identification documents are accepted?

Information on accepted identification documents is provided at the start, and throughout the Applicant’s journey.

Once they have begun completing the Application on the right-hand side of the screen under ‘Important Information’ they can select the hyperlink for Learn more where they will be directed to additional details.

How do Applicants upload documents?

If additional documents are required, Applicants can upload these via the Supporting Documents section of the Application. Here, they will be prompted to select the type of ID Documents they are submitting and will be able to attach their documents.

Do Applicants need to print off their Application and have an Authorised Signatory sign it?

No, the approval process is automated and fully online, there is no need for any paper copies or wet signature in this process.

Are there mandatory fields on the Application and will the Applicant know there is an error with their Application?

Yes, Applicants will be notified which fields are mandatory while they are completing the online Application. If there are any errors, messages will appear prompting the individual to provide more information or correct their entries.

Why is Mother’s Maiden Name required?

This is a required field that is used for servicing purposes only by American Express.

Why do you collect Applicant’s Company email addresses?

This is used for servicing purposes by American Express.

How do Applicants submit their completed Application?

Once they have completed all mandatory fields in the Application, they will reach a review and submit screen. There they can review and modify fields if necessary.

Once finalised, Applicants accept the Terms and Conditions, click the Submit button, and a screen confirming that their Application has been submitted will appear.

Once sent to the employee, how long do they have to complete an Application?

Applicants have 7 calendar days to complete their Application prior to it being cancelled by the system. This allows time for Applicants to accurately complete all fields required.
The status of all Applications, including those automatically cancelled, are available to view in the ‘Track Applications’ Tab.

Are there any notifications sent to Applicants to remind them to complete their Application?

Yes, Applicants will receive an email reminder to complete any non-started or pending Application, followed by additional reminders.

What are the Card delivery address options for Applicants?

Unless your company has arranged to distribute Cards Centrally, the Applicant can select either their Home or Company address for Card delivery.

Can an Applicant request an alternate delivery address for the Card?

No, not currently.

Is there any flexibility to select the Card to be delivered to the Applicant if the current arrangement is configured to Central Card Delivery?

No, not currently.

Can I choose to Rush the Card delivery?

No, not currently.

How do I create an Access Key?

Programme Administrators create an Access Key in the ‘Send Applications’ tab with a few simple steps:

1. Click ‘Create’ on ‘Send Applications’ Tab
2. Choose the Basic Control Account for the Access Key
3. Set the options you would like associated with the Access Key (more details on options below)
4. Confirm and Create

Are there any fields I can mandate in the Application?

Yes, if you want to mandate that Applicants enter their Cost Centre or Employee ID on Applications, including the length of the fields required, check the boxes for these items during the Access Key set-up process.

Does each Programme Administrator need to set up their own Access Keys?

No, all Programme Administrator’s with permissions for a Basic Control Account will have full visibility to manage and use Access Key’s created for those Basic Control Account’s. You may only need one Access Key for each Basic Control Account. If a Basic Control Account has both Gold and Green Cards associated to it, you will need one Access Key for Gold and one for Green.

If you prefer you can create multiple Access Keys for a Basic Control Account if there are different Departments and/or Approver combinations required. These Access Keys can be leveraged by all Programme Administrator’s responsible for those departments and approvers.

How many Access Keys can a Programme Administrator create?

There is no limit to how many Access Keys can be created for each Basic Control Account or by each Programme Administrator. Developing consistent naming conventions and internal workflows will help your organisation optimise the number of Access Keys created.

Are Access Keys required to initiate Applications?

No, not always. To initiate an Application without an Access Key, you can select the ‘Quick Send’ option to send Application(s). The Card Application will be sent straight to American Express after submission by the Applicant. Use this option when the Programme Administrator approval is NOT needed once the Application is completed.

When does an Access Key expire?

Access Keys do not expire. However, if the Programme Administrator who set up the Access Keys moves to a new role, or leaves the company, we recommend an active Programme Administrator edit the Access Key to ensure all notifications stay within the group. We always recommend at least 2 Programme Administrator’s register for GAFC to ensure all roles can be completed any time.

Is there a limit to the number of Applications for each Access Key?

There is no limit to the number of Applications issued for any Access Key.

If we add new Programme Administrators, will they be able to see existing Access Keys by default?

Yes, provided the new Programme Administrators are set up with permissions at the same Basic Control Account level, new Programme Administrators can access, use and maintain the Access Keys.

What Custom Approval options are available?

The following approval options are available:

• PA assigns Approvers, where the Programme Administrator assigns the approver(s) for the Card Application. They can setup up to three approvers.
• CA selects Approver, where the Card Application will input the Approver(s) for their Application.
• Assigned and Final Approval, where an Assigned Approver will pre-approve the Card Application and the Programme Administrator (Final Approver) reviews the completed Application before submitting to American Express.
• No Assigned Approver, where there is no Assigned Approver needed before the Card Applicant can start their Card Application.
• Review for Final Approval, where the Programme Administrator reviews the completed Application prior to approving and submitting to American Express.
• No Final Approver, where the Programme Administrator initiates the Application and the Applicant completes and submits the Application directly to American Express for processing.

Once sent to the employee, how long do they have to complete an Application?

Applicants have 45 calendar days to complete their Application prior to it being cancelled by the system. This allows time for Applicants to accurately complete all fields required.
The status of all Applications, including those automatically cancelled, are available to view in the ‘Track Applications’ Tab.

What is a Final Approver and why can I not select this option?

A Final Approver is when the Application goes back to the Programme Administrator to review, certify and approve before submitting to American Express.

In IEC all Applications need to be certified and approved by the Programme Administrator therefore this option is mandated to ‘Yes’ in the tool.

What is an Assigned Approver?

The Assigned Approver can be a manager or leader who needs to approve the employee for a Card Application. Assigned approvers are different from the Programme Administrator(s) who are the Final Approvers for Applications.

For Applications that have Assigned Approvers, will the Approver receive an email alert in real time?

Yes, the Approver will receive an email within 15 minutes, and they can decision whether an employee is eligible to apply directly from the email, without needing an @ Work ID.

What happens if the Assigned Approver does not have a company email address?

An Assigned Approver should be an employee of the company and therefore have a company email address.

If a Card Applicant enters an incorrect email address for their Assigned Approver can I change this?

Yes, Programme Administrators can view the Assigned Approvers email address in the ‘Track Applications’ tab and edit the details by selecting the Application and clicking on the Resend button.

Can I reinstate an Application that has been declined by the Assigned Approver?

No, the Application cannot be reinstated. The Programme Administrator will need to re-initiate a new Application to this employee.

What will happen if I do not select an Assigned Approver?

The Application will go directly to the Card Applicant and they can begin the Application straight away.

What happens if the Assigned Approver is currently out of the office and an Application is pending their approval?

Programme Administrators can edit the Assigned Approver email address in the ‘Track Applications’ tab by clicking the Application and selecting the Resend button.

How long does an Assigned Approver have to Approve the Card Application?

If the Assigned Approver has not approved the Application within 30 days, the Application will be cancelled.

Can I reinstate an Application that has been declined by the Assigned Approver?

No, the Application cannot be reinstated. The Programme Administrator will need to re-initiate a new Application to this employee.

When will Assigned Approval Applications route to Programme Administrators for a final review?

Applications with Assigned Approvers will route to the Programme Administrator for final review in two situations:

• When Assigned Approver and Final Approvals are set up on the Access Key, or,
• The Application is submitted via the Card Applicant Self-Initiated Link with an Access Key with Assigned Approvers.
  • 100% of Card Applicant Initiated Applications are routed to Programme Administrator for final approval for validation purposes, regardless if the Access Key does not indicate a Post-Approval.

Do Final Approval Applications go to the Programme Administrator automatically? What happens when there is more than one Programme Administrator?

Once completed, Applications requiring Final Approval appear in the ‘To Do List’ tab for all Programme Administrators with GAFC permissions under that Basic Control Account.

The Programme Administrator who last edited the Access Key will receive an email notification that they have an Application to review.

Are there any Applications that never go to the Programme Administrator for final review and approval?

No, for IEC, Quick Send Applications and Applications initiated by a Programme Administrator using Access Keys all require final approval by the Programme Administrator.

What is Quick Send and when should I use it to initiate Applications?

Quick Send allows you to quickly initiate an Application to an employee from within @ Work in the fewest possible steps.

Use Quick Send when you want to quickly provide a Card to an employee without the need for an Access Key. Completed Quick Send Applications will be routed to the PA for approval before the Application is sent to American Express.

How many Card Applications can I initiate at one time?

Programme Administrators can initiate up to 10 Applications at one time through Quick Send or Programme Administrator Initiate with an Access Key.

What kind of actions can I make on a Card Application being reviewed?

The following actions can be made on Card Applications pending approval:

• Change delivery address from Residential to Business (unless company is set up on Central Card delivery)
• Change from or to Rush Card delivery
• Edit some of the non-PII information on the Application such as Employee ID or Cost Centre
• Route the Application back to the Applicant to correct fields with errors, and include a note with details on what the Applicant needs to correct
• Approve Applications one at a time or all at the same time
• Cancel Applications one at a time all at the same time

What happens when if I re-route the Application back to the Applicant for edits using GAFC?

When a Programme Administrator routes the Application back by selecting the link that says. ‘Route back to Applicant’, they can enter comments as to why they are routing it back, and the Applicant will receive the details in an email.

The Applicant then logs in again using the details in their email, fixes the errors and re-submits to the Programme Administrator for review. During this ‘reroute’ the status in ‘Track Applications’ tab will return to ‘Sent to Employee’ as the Card Application is pending with the employee.

What are the different statuses in GAFC?

GAFC Statuses include:

• Sent to Employee,
• Pending
• Pre-Approver
• Pre-Approver Cancelled
• Pending Programme Administrator Review
• Pending American Express Approval
• Approved by American Express
• On Hold by American Express
• Cancelled by American Express
• Declined by American Express
• Programme Administrator Declined, and
• Application Expired

How can I track if the Assigned Approver has approved the Application?

The ‘Track Applications’ tab can be used to check the status of the Application throughout its lifecycle. This section will show the status at every stage of the Application.

Where can I review the Assigned Approver status?

All Application statuses are tracked - even those that have been self-initiated by the Card Applicant. The ‘Track Applications’ Tab allows you to view any individual Card Application in the system. If there is an Assigned Approver, once they approve the Application, the status will move to ‘Sent to Employee’.

If I cancel or reject an Application, will an email generate to the Applicant? Is this real time?

Yes, the Applicant will receive an email notification advising that the company has declined/cancelled their Application within 15 minutes.

How will I know if an Application has been rejected by American Express?

You can view all Application statuses, including rejections, via the ‘Track Applications’ Tab.

If an Application is rejected, you will see the status: Cancelled by American Express or Declined by American Express.

There are no email notifications to the Programme Administrator on the American Express decision of the Application.