FAQs
Here are just a selection of FAQs that may be of interest to you as a new Cardmember. For further information, please visit the Help Centre.
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Statement
In order to receive paperless statements, you must register for an Online Services Account where your statements can be viewed. You will continue to receive statements by post until you have set up an Online Services Account. Registering for Online Services simple and you can do so here.
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Registering online
As the primary Cardmember, you can add other Cards to your Account, provided your name and contact details are the same for each Credit Card.
Supplementary or Additional Credit Cards, however, will need to create their own separate Online Services Account.
Your PIN, User IDs and Passwords
PIN
Your PIN number is 4 digit code that you will need to use to authorise Credit Card transactions in-store. You can view, change and unlock your PIN via the Amex App or online by logging in to Online Services at americanexpress.co.uk/PIN
Online Services User ID and Password
When registering for Online Services, you will be asked to set up a User ID and Password. You will need these to log in to Online Services via desktop or the Amex App.
If you forget your User ID or Password, you can reset them online by clicking ‘Forgot User ID or Password’ on the login page. You’ll be asked to remember your answer to the Security Validation Question we asked you when you signed up.
Customer Password
Your Customer password is a 4-digit code used to identify you when you call Customer Services and also to view your PIN online through Online Services.
You can set up your Customer password when you activate your Credit Card online by choosing from four options: Mother’s birthday (DD/MM), Father’s birthday (DD/MM), numeric password (4 digits) or memorable date (DD/MM).
To reset your Customer password, please call Customer Services using the number on the back of your Credit Card.
4-digit Card Identification number (CID)
Your 4-digit Identification number (CID) is an added security feature to help protect you against fraud. Your CID can be found on the front of your Credit Card, above the 15 digit Credit Card number on the right, and printed flat (unlike the Credit Card number). You will be asked to enter this number when viewing your PIN online through Online Services and you may also be asked for this number during phone and online Credit Card transactions.
Marketing Preferences
You can update your marketing preferences by logging in to Online Services at americanexpress.co.uk
Once you have logged in to your Account, select ‘manage marketing preferences’ under ‘Account Management’, ‘Alerts and preferences’ and ‘Manage your preferences’ then proceed with your preferred options.
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Rewards
Combined cashback will be paid to you by crediting your Credit Card Account in the month after your Credit Card anniversary date (month 13) with the Cashback earned in the previous 12 months. Your membership year starts on the date we open your Account on our systems and runs to the day before the next anniversary of Cardmembership.
You will earn American Express cashback for purchases on your Credit Card Account at the rate of:
- 1% cashback on all your purchases if you spend over £10,00 and;
- 0.5% cashback on all your purchases when spending £1- £10,000.
You must spend a minimum of £3,000 in a year1 to be eligible for your cashback. Find out more by visiting the 'Earning Cashback' section of the Welcome Centre.
Your Vitality cashback booster is calculated based on Activity points that you have earned two months prior. The cashback rate is then applied on the third calendar month once the benefit is activated.
The Vitality cashback booster rate is calculated by capturing your activity that you have tracked and updated via the Vitality Member Zone or Vitality Member app.
Find out more by visiting the 'Earning Cashback' section of the Welcome Centre.
No cashback will be payable on: Interest, fees, balance transfers, cash advances (including transactions treated as cash), loading of pre-paid Cards, American Express Travellers Cheque purchases or foreign exchange transactions; and any amounts that are subsequently re-credited to your Credit Card Account by way of refunds
You can find this out by logging into your online Account at americanexpress.co.uk, checking your statement or viewing your cashback balance on your mobile app.
You are able to check your Vitality cashback booster earn rate on your Amex App. This is refreshed monthly for you based on previous activity that you have tracked and synced from your device.
Vitality activity points are viewable on the Member Zone or the Vitality Member app. If you think you are missing activity points please contact Vitality.
If you notice a discrepancy with your Vitality cashback booster rate that has been applied, please check your captured activity and contact Vitality through your Member Zone or by calling Vitality.
If you close your Credit Card Account you will lose the cashback rewards that have been earned but not yet been applied to your Credit Card Account as an annual credit.
If you cancel your Vitality Qualifying Products, you will lose the Vitality cashback booster that has been earned but not yet been applied to your Credit Card Account as an annual credit.
Benefits
As a Cardmember, American Express Travel is your exclusive online travel agency. You can book:
- Flights, with all major airline providers, such as British Airways
- Accommodation, with a choice of over 120,000 hotels worldwide
- Car hire, with companies like Avis and Hertz
- Cruises
- Experiences.
There are no booking fees for using your American Express Card. Visit americenexpress.co.uk/travel for more information.