General
Questions | ||||||
Do I have to pay for this service? |
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No. This is a free service from American Express. However some cellular telephone companies may charge you to receive the SMS/Text Message. Please check with your provider. | ||||||
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How do I add an Alert? | ||||||
You can add Rate Alerts from the Rate Alerts option under the Tools menu from any page. You can also provide your cell phone number instead of an e-mail address to receive a One Time Pin (OTP) by text message to strengthen log in security. | ||||||
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Can additional users on my account register for separate Rate Alerts? | ||||||
Yes, any user on the account can register for the Rate Alerts. | ||||||
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How do I edit my Alerts? | ||||||
You can delete Rate Alerts from the Rate Alerts option under the Tools menu from any page. If you wish to change your preferred contact method from SMS/Text Message to e-mail, please contact Customer Service. | ||||||
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How do I turn my Alerts off? | ||||||
If you wish to change your preferred contact method from SMS/Text Message to e-mail, please contact Customer Service. | ||||||
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What is a Rate Alert? |
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The Rate Alert will notify you when your desired exchange rate has been reached for a specific currency. | ||||||
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Why am I receiving two Rate Alerts when I only set one? | ||||||
When you create a Rate Alert, you can opt to receive the alert by SMS/Text Message and/or e-mail. Other authorized users on your account can also instruct us to send a Rate Alert to you. | ||||||
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What is a One Time PIN (OTP) SMS/Text Message? |
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Whenever we issue a user with a temporary password to log in to FX International Payments, to add extra security, we'll also send a OTP. This will be sent by e-mail or SMS/Text Message (depending on the user's preferences). This adds extra security as it's a secret and temporary (one time) number which is only accessible to the user as it's sent directly to their e-mail account or cell phone. When logging in to FX International Payment, the user will need to provide their username, temporary password and OTP. | ||||||
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Does anybody else have access to my One Time PIN (OTP)? | ||||||
No, we treat the One Time PIN in the same way as PIN for an ATM card. It's secret and is not shared with anyone other than the authorized user who will use it to log in to FX International Payments. | ||||||
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Is there any reason why I will not receive a One Time PIN (OTP)? | ||||||
If we have sent you a OTP and it has not been received, please check we have your full and correct cell phone number. You can contact Customer Services to troubleshoot if you experience any problems receiving your OTP. | ||||||
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What is the New Password SMS/Text Message? |
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This is only applicable to those clients who utilize a Hard Token to log in to FX International Payments. For those users, whenever we need to send a temporary password and the user's preferred contact method is SMS/Text Message, we'll send the temporary password to their cell phone by SMS/Text Message. | ||||||
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When will I receive the New Password/Text Message? | ||||||
This will only be sent when a new temporary password is being issued and the user has opted to receive this by SMS/Text Message and the user is profiled to use a Hard Token to log in to FX International Payments. | ||||||
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What is a Contract Pending Maturity SMS/Text Message? |
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If you hold a Forward Contract with FX International Payments and the maturity date is approaching and we're still to receive your drawdown instructions, we'll send you an e-mail or SMS/Text Message to alert you that you need to provide us with the drawdown payment instructions before the contract matures. | ||||||
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When can I receive the Contract Pending Maturity Alert? | ||||||
When applicable, we'll usually send this five business days before the contract is due to mature. | ||||||
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What device do I need to receive Alerts? |
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To receive Alerts you must have an email address or a mobile phone with text messaging. | ||||||
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Can I send an Alert to more than one email/SMS address? | ||||||
At this time, your Alerts can be sent to one email or SMS address only per user. | ||||||
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How do I add an email/SMS address? | ||||||
To add an email address or a cell phone number, please contact Customer Services. | ||||||
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Why is my email/SMS address invalid? | ||||||
Check the
address you entered and make sure there are no spaces in the address or
invalid punctuation. For email addresses, make sure you added in an
appropriate email extension (.com, .net, etc). For mobile phones, you must enter your full phone number (e.g. 21212312345). |
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What happens if I lose my phone? | ||||||
If for any reason you lose your phone or it is stolen, you can ask us to send alerts to you by e-mail instead of SMS/Text Message. | ||||||
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How do I change my email/SMS address for an Alert? | ||||||
Please contact Customer Services to have your e-mail address or cell phone number changed. | ||||||
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Will my messages be stored if I turn off my phone, if I'm out of range/roaming, or while I'm on the phone? | ||||||
In most cases, your messages will be stored if your phone is off, out of range/roaming, or while you are on the phone. Please contact your service provider for more information. | ||||||
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Will I receive Alerts on my mobile phone when I leave the country? | ||||||
If your service provider offers roaming in the country you will be traveling to, you will be able to receive an Alert. However, if your provider does not have a roaming agreement, your text message may not be stored. Please contact your service provider for more information. | ||||||
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Why is there a delay in receiving Alerts on my mobile phone? | ||||||
You may experience delays as a result of your mobile phone service provider. Please contact your service provider for more information. | ||||||
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We
limit the release of customer information. In addition to providing
customers with the opportunity to opt out of marketing offers, we
release information only with the customers' consent or request, or when
required to do so by law or other regulatory authority. When a court
order or subpoena requires us to release information, we notify the
customer promptly to give the customer an opportunity to exercise his or
her legal rights. The only exceptions to this policy are when we are
prohibited by court order or law from notifying the customer, or cases
in which fraud and/or criminal activity is suspected.
Log-in
areas on www.americanexpress.com require
that your browser accepts cookies. (A cookie is a small amount of
information that is sent to your browser from a web server and is stored
on your computer's hard drive.) We use cookies to remind us who you are
and to access your account information to display and track your
reservations. Please be aware that a cookie cannot spread computer
viruses, retrieve any other data from your hard drive, or capture your
email address. |
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How do I contact American Express? | ||||||
If you have any feedback you'd like to give us concerning Alerts, or if you are having problems using the service, you can call Customer Services 24 hours a day, 5 days a week. Alternatively you can e-mail, fax or write to us. All of our contact details can be found on the 'Contact us' page. | ||||||
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Will my email address or mobile phone number be shared? | ||||||
We limit the release of customer information. In addition to providing customers with the opportunity to opt out of marketing offers, we release information only with the customers' consent or request, or when required to do so by law or other regulatory authority. When a court order or subpoena requires us to release information, we notify the customer promptly to give the customer an opportunity to exercise his or her legal rights. The only exceptions to this policy are when we are prohibited by court order or law from notifying the customer, or cases in which fraud and/or criminal activity is suspected. | ||||||
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Will I receive "Spam" solicitations? | ||||||
No, you will never receive unsolicited (Spam) solicitations. You will only receive the messages that you have set up. Click here to see American Express's Privacy Statement. | ||||||
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What should I do if I have any problems with delayed or unreadable messages? |
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For any problems regarding delayed or unreadable messages, or if you are not receiving any messages, please call Customer Services 24 hours a day, 5 days a week. Alternatively you can e-mail, fax or write to us. All of our contact details can be found on the 'Contact us' page. | ||||||
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