Answers to Cardmember questions about Online Services and statement delivery.

Transcription

1 Answers to Cardmember questions about Online Services and statement delivery. For more information, please contact your Program Administrator or Customer Service. Online Statements What is an Online Statement? An Online Statement is the electronic version of the monthly billing statement you currently receive by mail. It is a legally valid and compliant statement and an exact copy of the paper statement in PDF format. Online Statements will be available online through My Account, the secure account management website from American Express. What are the benefits of Online Statements? In our world of advancing technology, there are many benefits to receiving your American Express Corporate Card statements online, including speed, global access, and convenience. Online Statements are also a great way to help the environment by reducing or eliminating paper. Speed Access your monthly statement just hours after it s prepared Start the expense report process earlier - without waiting for the mail - which may result in faster reimbursement (if applicable under your Company policy) Convenience Access statement and account information from anywhere in the world, at any time via the Internet Take advantage of online servicing capabilities, including the ability to view account activity and reconcile charges Complete expense reports electronically (where your Company process allows) Print just the information required for expense processing Avoid statement reprint fees by requesting archived statements online Access account information via a secure website Environmentally-Friendly Print out only what you need for expense submission (where Company process allows) Download your statement in PDF format and forward it electronically Print your statement on recycled paper How does moving Cardmembers to Online Statements help the environment? We can improve air quality and reduce our landfills by reducing our carbon footprint. 1 of 6

2 What if my Company requires a paper statement from me? If your Company requires a paper copy of the statement, simply access your billing statement online, download the PDF to your desktop, print out a hard copy and attach it to the completed expense report. You can save an electronic version and do not need to make a copy of the statement for your files. What is the process to obtain for Online Statements? To access your Online Statement, Cardmembers must be enrolled in My Account with a valid address. A Statement Ready e- mail notification will be sent when your statement is ready to be viewed. To access your monthly billing statement, Cardmembers can log into My Account and view, download, save and/or print their statements. Registering for My Account and Online Statements New My Account Users How do I register for My Account and Online Statements and access my billing statement online? Monthly statements are available online through My Account. In order for you to access your statements, you must enroll in My Account and register your Corporate Card account. Just follow these easy steps: 1. Visit (You will need to have your Card with you) 2. Refer to the Register Now section. 3. Enter your Card account information and other security information to verify your identity 4. Follow the on-screen prompts to create a User ID and password or log in to add Card to an existing registration. 5. When prompted enter a valid address 6. In the Statements Options section, confirm Online-Only Statements * is selected 7. Read the Online Statement Terms and Conditions and acknowledge your agreement by checking the box 8. Upon reaching the Thank You Page, proceed as desired through the various functions of My Account For more information, please contact Customer Service at *If your company has already enrolled in Online-Only Statements, Paperless (Online-Only Statements) with statement ready notification delivery option is automatically selected for you." How do I know if I have completed registration successfully? Once you reach the My Account Thank You page, your registration has been confirmed. You can now begin using the various features and functions of My Account. The User ID I am trying to create for my registration is being rejected. What should I do? Make sure that you are using the correct combination of letters and numbers as detailed on the screen The User ID you are trying to register may already be in use Try another User ID If you are still having trouble with creating an acceptable User ID, call Customer Service at for assistance. 2 of 6

3 My Card number is being rejected when I try to register it. What should I do? Review your Card account number (15 digits) carefully and make sure you ve entered it correctly You may have previously enrolled this Card number and forgotten the User ID or Password Follow the on-screen instructions to retrieve your forgotten User ID or Password you will need your Card number If you are still receiving an error message, call Customer Service at for assistance I am a new Cardmember. Will I automatically be enrolled in Online Statements? As a new Cardmember, you will automatically default to online-only statement delivery for your monthly billing statement, but you will not be automatically enrolled in My Account. All new Cardmembers must register in My Account to 1) access, view and download their monthly billing statement and 2) confirm the address on file is correct to ensure they receive monthly Statement Ready e- mail notifications as a reminder that their statements are available. What if I do not have Internet access, or an address? If you are a Cardmember without Internet access or an address, please contact your Program Administrator as soon as possible. We have processes in place to ensure that Cardmembers continue to receive their statements. Registering for Online Statements Existing My Account Users I am an existing My Account user. How do I enroll in Online Statements? If you are existing user of My Account you can move to Online Statement today by following these simple steps. 1. Log-in to My Account 2. On the Summary of Accounts page, click on the Online-Only Statement section, confirm Paperless (Online-Only Statements) with statement ready notification* is selected 3. Input your address (if blank), or validate the current address provided. It must be up-to-date in order to receive notifications when your statement is ready to view 4. Read the Online-Only Statement Terms and Conditions and acknowledge agreement by checking the box 5. Click Update *If your company has already enrolled in Online-Only Statements, Paperless (Online-Only Statements) with statement ready notification delivery option is automatically selected for you." I am an existing My Account user. How do I access my billing statement online? 1. Log-in to My Account 2. On the Summary of Accounts page, click on the Last Statement button 3. Click on the applicable monthly statement that you wish to view or download I am an existing My Account user. How do I add my Corporate Card to my online account? If you are an existing My Account user and have registered a personal American Express Card in My Account, visit to log in. You will be directed to the Summary of Accounts page automatically. On the menu located at the left side of the page, you will see a link titled Set up more Cards online. Follow the instructions to add a Card to the online account tool. Have your Card available for reference. Please note: We recommend that Corporate Cards not be added to My Account accounts already associated with Corporate Purchasing Cards. Corporate Purchasing Cards and Corporate Cards should be registered separately in unique My Account accounts. 3 of 6

4 Online Statements General Questions I forgot my User ID and Password. What do I do now? My Account enables you to securely retrieve your User ID online and reset your password. On under the Log in securely button you will find links for Forgotten your User ID and / or Password? Please follow the on-screen instructions you will need to have your Card with you. I haven t accessed My Account in a long time. Will I be deactivated? American Express will periodically purge My Account profile where there has been no activity for 18 months or more. To ensure your My Account profile is kept current, please access My Account on a regular basis. Does my expense reporting process change as a result of Online Statements? You will still follow your Company s established procedures for expense submission, just as you did with paper statements. I am not receiving my statement ready alerts. What can I do? If you are not currently registered in My Account, please visit to register now. If you are an existing My Account user: 1. Log in to My Account using your User ID and Password. 2. Once logged in, click on the Online-Only Statement section, and click Edit address to provide an updated address. 3. Read the Online-Only Statement Terms and Conditions and acknowledge agreement by checking the box 4. Click Update If you are an existing My Account user and your address in My Account is correct: Add the following addresses to your address book or known sender s list to ensure they are not filtered from your inbox. americanexpress@ 2.americanexpress.com caestatement@service.americanexpress.com OnlineServices@americanexpress.ca servicesenligne@americanexpress.ca I received an alert indicating my statement is available. What do I do now? You can visit and log in to My Account using your User ID and Password. Once logged in, you will be able to click on the Last Statement button on the Summary of Accounts page to view, download or print your statement. I received my statement ready alert, but deleted it. What do I do now? Your current statement will still be online deleting the will not affect this. Simply visit and log into My Account with your User ID and Password and click on the Last Statement button on the Summary of Accounts page. Click on the monthly statement that you wish to view or download. 4 of 6

5 Can my assistant access my statement online and print it for me? No. The Cardmember Agreement Terms and Conditions prohibit sharing your User ID and Password with anyone for security purposes. If your assistant requires a copy of your statement, we recommend that you download your statement or print it for them. You may also call American Express Customer Service to authorize another individual to manage your account by telephone (but not online). I forgot to download my statement and print it out. What happens now? Six months of statements are always available online. Older statements can be requested and made available online within 24 hours (currently going back to September 2005). Simply visit and log in to My Account. From the Summary of Accounts page, click on the Last Statement button and click on the monthly statement that you wish to view or download. I am enrolled in Online Statements however I received a paper statement. Why? If an account enrolled in Online Statements becomes 60 days or more past due, a paper statement will be generated until the account is made current, at which time Online-Only Statement delivery will resume. Access to My Account and Online Statements will continue to be available until your Card account is cancelled. I can view the charges incurred in foreign currencies on the paper statements. How will I be able to access this information in the future? As an Online Statement is the electronic version of the monthly billing statement you currently receive by mail, there will not be any change in how charges incurred in foreign currencies are noted on your statements. It is a legally valid and compliant statement and an exact copy of the paper statement in PDF format. My Corporate Card has been cancelled. Do I continue to access my statements online via My Account? When a Card is cancelled, paper statements are automatically generated and access to the cancelled Card through My Account is removed. I typically have a large amount of transactions on my monthly paper statement. Is there a limit of transactions for Online Statements? No, there is no limit to the number of transactions that will be included on an Online Statement for the billing period noted on your statement. Your Online Statement is a legally valid and compliant statement and an exact copy of the paper statement in PDF format. My address has changed. How can I update where my Statement Ready notification is sent? 1. Log-in to My Account 2. On the Summary of Accounts page, click on the Online-Only Statement section, confirm Paperless (Online-Only Statements) with statement ready notification* is selected 3. Click Edit address to provide an updated address. 4. Read the Online-Only Statement Terms and Conditions and acknowledge agreement by checking the box 5. Click Update *If your company has already enrolled in Online-Only Statements, Paperless (Online-Only Statements) with statement ready notification delivery option is automatically selected for you." 5 of 6

6 I am enrolled in the Membership Rewards program, how will I see points information with an Online Statement? Your Online Statement is a legally valid and compliant statement and an exact copy of the paper statement in PDF format. The Membership Rewards points are noted in the top right corner of the first page of the paper and PDF statement. You can also view accumulated Membership Rewards points once you are logged into My Account. On the Summary of Accounts page, click on the click here to view your Membership Rewards points balance link. Payment Information I would like to make payments on my Corporate Card. How can I pay these now that I am receiving an Online Statement? You can continue to use the same process that you have used to submit payment in the past. For your reference, here are the fastest and most convenient ways you may wish to consider when paying your American Express Card bill which can be paid at anytime, even after business hours: Internet Banking Telephone Banking Automated Banking Machines Mailing a Cheque (to Amex Bank of Canada) In Person (at your financial institution) Customer Service Who do I contact with questions? Please contact your Program Administrator in regard to your Company policies and procedures for Corporate Card expense management. You may also call Customer Service at or the Corporate Card Customer Service number listed on the back of your Card. 6 of 6