American Express Merchant Services Customer Support &
Merchant Services FAQ
We've put together answers to the most commonly asked questions we get asked every day by prospective merchants. To get to the answer, simply click on the most appropriate category below.
Frequently asked questions for current Merchants can be seen by logging in.
Merchant Customer Service:
0800 032 7216
Monday to Friday, 8am to 6pm
Card Authorisations & Fraud:
0208 5511 111
24 hours, 7 days a week
Terminal Technical Helpdesk:
01273 609 966
Monday to Friday, 8am to 6pm Saturday, 10am to 4pm
Branch Additions/New Business:
0800 032 7216
Monday to Friday, 9am to 5pm
Corporate Purchasing Card Technical Help Desk:
0800 917 8208
Monday to Friday, 9am to 5pm
Travellers' Cheque Lost & Stolen:
0800 587 6023
(Lost and Stolen assistance 24 hours)
Travellers' Cheque Authorisations:
0800 587 6023
24 hours, 7 days a week
Written correspondence
American Express Payments Europe, S.L.
Merchant Account Management
P.O. Box 721 John Street
Brighton, BN88 1NH
Complaints Procedures
We pride ourselves on our high quality products and customer service and take your concerns very seriously. However, there may be times when you feel that our service has fallen below the standard you expect. If this is the case, and you wish to make a complaint, we will do our best to try and resolve the issue. By clicking on the link below, you will access a simple guide to what you should do if you wish to make a complaint and also what we will do, together with other useful information.
Q. How do I become an American Express Merchant?
A. Please complete our online form and one of our representatives will be in touch shortly.
Q. I would like more information on becoming an American Express Merchant?
A. That's fine, complete this online form and one of our representatives will be in touch shortly.
Q. How can you help me attract more American Express Cardmembers?p
A. We offer a variety of products and services to help our Merchants attract more Cardmembers. These include promotional materials at no additional charge, as well as marketing support programmes.
Q. What are point-of-purchase materials?
A. Promotional items which clearly let customers know American Express Cards are welcome.
Q. What point-of-purchase materials will American Express provide my business with?
A. American Express has an extensive range of point-of-purchase materials we supply to our Merchants. Things like door stickers, window stickers, open/closed signs, bill holders and logos you can use online.
Q. How does American Express pay my business?
A. We generally pay our Merchants the net amount we owe them. How do we arrive at this amount? We deduct the discount on each transaction, and any other fees, amounts or adjustments to your account prior to settlement rather than asking you for payment at the end of the month.
Q. When does American Express pay my business?
A. We pay most Merchants within five business days, from the date we receive the charges. When you become an American Express Merchant, we will provide you with a Merchant Payment Plan outlining details of your payments. You can also view our payments and reconciliation guide for further details.
Q. What is My Merchant Account/OMS?
A. My Merchant Account/OMS enables American Express Merchants to manage their account via the internet. Once enrolled, our Merchants can access transactional and statement information online.
Watch a demonstration
Q. Is there a fee for My Merchant Account/OMS?
A. No, there is no additional charge for our My Merchant Account/OMS tool.