Account Management
Card and Account Activation
Whether you’re a new Business, Personal or Additional Card Member, you can activate your Card here.
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. 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. Only you will be able to access your Card information through your Online Account.
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 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 password guidelines.
Additional Card Members
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. All points earned will be credited to the same Account.
Adding an Additional Card Member to your Account is simple:
1. Locate your Card here 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 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.
Up to 4 Additional Card Members can be added to your Account.
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.
Updating personal information
To change your PIN, please call the number on the back of your Card, and a Customer Care Professional will be happy to help.
To update the billing address on your Card Account, simply:
1. Log in to your Online Account
2. Go to ‘Account Management’
3. Select ‘Personal Details’ then ‘View or Edit Contact Details’
4. Click the ‘Edit’ link next to your billing address
5. Enter the 4-digit Card Identification Number (CID) printed above the Account number on the front of your Card
6. Enter your new billing address
7. Review and save your changes.
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’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.
Yes, this is a legitimate link for you to upload the documents.
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 contact the number of the back of your Card. Our Customer Care Professional will take your details and arrange a new link to be sent to your email address.
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
- Post: American Express International (NZ), Inc. PO Box 4005, Auckland 1140 NZ.
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
- Post: American Express International (NZ), Inc. PO Box 4005, Auckland 1140 NZ.
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
- Post: American Express International (NZ), Inc. PO Box 4005, Auckland 1140 NZ.
Managing my Credit Limit
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.
Find out everything you need to know about managing your Credit Limit here
Managing notifications and alerts
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. Choose to receive alerts by email or SMS.
5. This can be done for each Card you have by selecting the Card under “view another Card”
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 select the ‘Hold Alerts’ options and enter a date range.
Via the Amex App
To turn on mobile push notifications through the App:
2. Go to ‘Account’
3. Select ‘Notifications’
4. Turn on ‘Payment due reminder’, ‘Payment received’ and ‘Statement ready’.
Making bill payments
There are a number of ways to pay your bill, including via internet banking, and direct debit. For more frequently asked questions about paying your bill, visit the ‘Payments’ section.
Lost or Stolen Cards
If your Card has been lost or stolen, Call 0800 656 660 or +64 9 583 8300 (we are happy to accept your call collect when you are overseas). Charges may apply.
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. Go to ‘Account Management’
3. Select ‘Order a Replacement Card’
4. Choose a reason for replacement then click ‘Continue’
5. Choose from a range of delivery options, including express delivery
6. Receive your new Card within 10 working days.
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.
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 48 hours.
If your Card requires replacing and it is still safely in your possession, your replacement Card should reach you within 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. You’ll usually receive a new Card by post before your previous Card expires. You will not receive a new Card if your Account is not in good standing.
Card Cancellation
To notify us if an American Express Card Member has passed away, please call us on 0800 656 660 or +64 9 583 8300 (call collect when overseas). Charges may apply.
If you are replacing a metal Card you can return your old metal Card using the FreePost return envelope provided with your new Card. Alternatively, you can send your old metal Card to the following address (no stamp required):
FreePost 258107
P.O. Box 4162 Shortland Street
Auckland 1140