Click to Pay - Card Member Frequently Asked Questions

1. What is Click to Pay ?

The Click to Pay icon represents a checkout option for online shopping, providing a consistent, convenient and more secure checkout experience. Whenever you use this option, you can pay with your eligible American Express® Card (“Card”), as well as a range of other eligible cards. In some instances, you may be required to verify your identity, for example, by entering a one-time passcode. Please know that you can add or remove your available Cards in Click to Pay at any time.

 

2. Which American Express Cards are eligible?

An “eligible Card” to use with Click to Pay is:

  •  an American Express Consumer, Small Business or Corporate Credit or Charge Card that is not cancelled and that is issued to you by American Express International (NZ) Inc. 

An “eligible Card” does not include:

  • single-use virtual account numbers, such as American Express vPayment Buyer Initiated Payment and Business Travel Account programs
  • corporate meeting and purchasing cards.

3. How do I use Click to Pay and what is my Click to Pay ID?

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 Account - 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 Account, you will need to add your Card details by selecting “New User”. You can add an email address in your Online Account or the Amex App.

 

4. Why do I see all my American Express Cards in Click to Pay?

All American Express Cards associated to your Click to Pay ID have automatically been enabled, making it easier for you to use.

 

5. What if I do not have an active email address on file with American Express?

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 Account or the Amex App.

If you change your email with American Express after you enroll your Card 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.


6. What is the “Remember Me on this Device" option?

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. 

 

7. If I don’t see my Card when using Click to Pay, can I add Additional Cards?

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.

 

8. How do I remove my Card from Click to Pay?

You can remove your Card during checkout. Click ‘Manage Card’ and follow prompts to remove your Card. 

 

9. Will I receive a one-time passcode every time I check out?

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.

 

10. How secure is it for me to use Click to Pay for purchases?

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.

 

11. How will the purchases appear on my American Express Card billing statement?

All purchases made using Click to Pay will appear as regular purchases.

 

12. Who should I contact about returns and refunds?

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.

 

13. What information is shared with merchants?

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. 

 

14. What happens if my Card is renewed or replaced?

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.

 

15. What terms and conditions apply when I use Click to Pay?

Click to Pay Program Terms as well as your Card Member Agreement apply. You can view Click to Pay Terms here. 

 

16. What if a device I’m using for Click to Pay is lost, stolen or compromised?

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), call us immediately at the telephone number on the back of your Card.

 

17. What happens if Click to Pay checkout is unavailable?

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.

 

18. My account is locked, how do I unlock it?

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.

 

19. I have a question that was not addressed in the FAQs, who should I contact?

Please call the number on the back of your Card for further assistance. You can also chat with us via the Amex App.

The Click to Pay icon is a trademark owned by and used with permission of EMVCo, LLC.