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Help and FAQs

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When contacting American Express, we recommend having your Merchant number on hand to help us serve you efficiently. Your Merchant number is a ten digit number, beginning with 979 or 803. This can be found on the top right hand side of the statement. In order to protect your details, we will ask you some security questions to verify your identity when you phone.
Contact information
Merchant Customer Service: 1300 363 614
Monday to Friday, 8.00am to 6.00pm, AEST/AEDT

You can also call this number for terminal troubleshooting or to add a branch or new business.
Card Authorisations and Fraud: 1300 363 614
7 days a week, 24 hours a day
Travellers Cheque Authorisations: 1800 688 022
Monday to Friday, 8.00am to 6.00pm, AEST/AEDT
Written correspondence
American Express Australia Limited
Merchant Services
GPO Box 1582
Sydney NSW 1131
To save you time, see answers to the most commonly asked questions below.
General Queries
Do my customers have American Express Cards?
Yes. There is a large and increasingly diverse range of people who carry our American Express Cards, including consumers, small businesses and corporates.

American Express Card Members spend 55% more on average than any than any other credit card holders1.

We also have partnerships with Australia’s major banks and major retailers.
1Internet panel survey conducted in January - February 2014 based on purchases made in the 6 months prior to the survey.
My competitors don't accept. Why should I?
Accepting American Express is good for business. American Express Card Members seek out businesses where they can use their American Express Cards and are likely to spend more, and be more loyal to those businesses that warmly accept the American Express Card.
How quickly will I be paid for my American Express transactions?
For transactions made before the submission cut-off times, you will usually receive payment the next business day*.

If you bank with ANZ, CBA, NAB or Westpac, we will pay you by 9am on the day your payment is due*.

To find out more about when and how you will be paid, visit the How we pay you page.

*Selected industries may not receive next day payment. Please call us to confirm.
My fees are deducted each day from my payment, other Card schemes don't.
Some Merchants prefer this option as we are not regularly deducting fees from your bank account. Call us if you would like to discuss being paid in full, similar to other schemes.
How will you help me attract American Express Card Members?
45% of American Express Card Members look for signs on the website, at the door or inside the store indicating that American Express is accepted there.2

We also offer a variety of products and services to help you attract more Card Members including, in some cases, marketing support programs. Click here to find our more.
2Internet panel survey conducted in January - February 2014 based on purchases made in the 6 months prior to the survey.
Your Account, Terminal, Chip & PIN
How do I let you know about changes to my details?
You can update most details through your online Merchant account.

To change your business name, you need to download this maintenance form and return with the necessary documentation.

You can also call us on 1300 363 614 (Monday-Friday 8.00am-6.00pm AEST/AEDT).
I have other business locations that I would like to accept American Express Cards at. What do I need to do?
Fill in our short enquiry form.

Alternatively, you can call us on 1300 363 614 (Monday-Friday 8.00am-6.00pm AEST/AEDT).
How do I ensure my terminal accepts American Express Cards?
Firstly, you must have an account with us. Once set up, you can call your terminal provider and request that your terminal be programmed with your American Express Merchant number.
My terminal is asking for authorisation of a transaction. Who do I call?
Call us on 1300 363 614 (Monday-Friday, 8.00am-6.00pm AEST/AEDT).

They'll need your Merchant number, the Card account number, and the amount of the transaction.
My terminal is displaying a fault message. Who do I call?
Call us on 1300 363 614 (Monday to Friday, 8.00am to 6.00pm AEST/AEDT).
They'll neeed your Merchant number, the Card Account Number, and the amount of transaction.
Someone wants to pay with the JCB credit card. What do I do?
Since your terminal is owned by your banking partner, you should contact them directly for any issues with your terminal.
Chip & PIN and Contactless
In what situations would customers not have to use a PIN?
Contactless payments under $100 in as well as low value payments (under $35) at some Merchants.

Most transactions from unattended terminals (e.g. vending machines and parking metres).

Customers using a mobile payment device.

Tourists or anyone with a non-Australian domestic issued Card may not require a PIN.

PIN is only used when a customer is physically present at the point of sale during the purchase (not for online or over-the-phone purchases).
What happens if a customer forgets their PIN?
If a customer enters the wrong PIN three times, their Card may become locked and they should contact their bank or financial institution to unlock it.
How can a customer get a PIN?
The customer’s bank or card issuer will have provided them with a PIN for their credit, charge or debit card.

If they have forgotten their PIN, the card issuer can provide them with another PIN upon request. Different card issuers have different processes for changing a PIN. It is best for the customer to contact their bank or card issuer directly.
What is Chip technology?
A Chip stores the issuer's authorisation rules electronically and checks the Card Member’s PIN as a means of verification.

It allows for ‘contactless’ payment.

Contactless technology allows for transactions under $100 in Australia to be made without a PIN or signature.
How do I process Contactless transactions?
Ensure your terminal supports Chip and Contactless transactions. Your terminal provider can assist you with this.

Check that the customer’s Card has a Contactless symbol.

When the transaction amount is shown on the Contactless terminal, hold the Card against the reader. The terminal will indicate it has read the chip and also when the transaction is approved.
Apple Pay
What is Apple Pay?
Apple Pay gives your customers an easy, secure, and private way to pay in stores and within apps using their iPhone, Apple Watch or in-app with iPad.
How do I accept Apple Pay payments?
To accept Apple Pay in your store, you just need to have an American Express contactless-enabled terminal. Contact your terminal provider if you have any questions about your current capability or if you would like to set up contactless terminal capability.
How does Apple Pay work?
The Card Member adds their American Express Card to Apple Wallet. To pay with iPhone they place their finger on Touch ID and hold their iPhone up to the contactless terminal. To pay with Apple Watch they double-click the side button then hold the display up to the terminal. A subtle vibration and beep, with 'Done' on the display will confirm the payment information has been sent. PIN is not required regardless of transaction amount.
What does this mean for Merchants?
Faster, more convenient payments.

Fraud protection and security.

One flat rate for all American Express transactions, with no additional fees.

More choice and flexibility for your customers.
Which American Express Cards can be processed using Apple Pay?
Any American Express issued Personal, Small Business and Corporate Credit or Charge Cards. Including Affinity and Co-Branded Cards, David Jones Credit Cards and the new American Express Essential Credit Card. Prepaid cards and products are not eligible. Bank issued American Express Cards will not be supported at this time.
Will there be any additional charges to process Apple Pay transactions?
No, there are no additional fees, just your one flat Merchant rate for all American Express transactions.
What is the spending limit (or cap) when using Apple Pay?
American Express with Apple Pay allows customers to make easy and secure contactless payments at any amount, as every payment is authorised by the Card Member and, American Express.
Will Apple Pay transactions be processed the same way as a Card transaction?
Yes, Apple Pay transactions will process like any other contactless American Express transaction you accept today. You will need to check with your terminal provider to determine if you can process Contactless transactions.
What should I do if I encounter a problem processing the transaction?
If you have been set up with contactless processing capability and you are experiencing problems with processing transactions, please contact your terminal provider.
How secure is an American Express with Apple Pay transaction?
Security and privacy is at the core of American Express with Apple Pay. When Card Members add a credit or debit card to Apple Pay, the actual Card numbers are not stored on the device or on Apple servers. Instead, a unique Device Account Number is assigned, encrypted and securely stored in the Secure Element on your device. Each transaction is authorised with a one-time unique dynamic security key, instead of using the security code from the back of the Card. And on iPhone and iPad every payment requires Touch ID or a passcode, and Apple Watch must be unlocked — so only the Card Member can make payments from their device.
What about fraud liability on Apple transactions?
Within stores and apps, Apple Pay transactions are treated in the same way as your current contactless credit and debit transactions. The same liability rules apply to Apple Pay transactions.
Are these transactions treated as Card present or Card Not Present?
For Apple Pay Contactless payments (e.g. in-store), the transaction is treated as Card Present. For Apple Pay payments within apps (those that come directly through the participating Merchant's mobile app), the transaction is treated as Card Not Present but you will not be liable for any fraud that occurs.
Does this new product announcement mean any changes to my Merchant fee rate?
No there are no changes to your Merchant fee rate; it will continue to be one flat rate for all American Express transactions, no additional fees.
Are there any changes to my Merchant agreement?
No there are no changes to your Merchant agreement. To view the Merchant terms and conditions click here.
How do I process returns with Apple Pay?
Use the Device Account Number to find the purchase and process the return, just like you would with a traditional American Express Card payment. To see the last four or five digits of the Device Account Number, ask the customer to go to the Wallet app, tap the card, and tap on the lower-right corner of the display.

You can also have the customer hold their iPhone or Apple Watch near the reader, select the card they used to make the original payment, and authorize the return with Touch ID or passcode.
Which devices can customers use to make Apple Pay purchases?
Customers will be able to make purchases in store or within apps using their iPhone 6s, iPhone 6s Plus, iPhone 6 or iPhone 6 Plus and Apple Watch.

iPad Pro, iPad Air 2, iPad mini 4 and iPad mini 3 will be enabled for payments within apps (Purchases made directly through the participating Merchant's mobile app).
How do I set-up Apple Pay for in-app purchases?
Contact your e-commerce gateway or Payment Service Provider or visit the Apple website for more information.
Payments and Processing
How does American Express pay my business?
You will receive your American Express transactions in your bank account the next business day*. Depending on how your Merchant account is set up, you’ll receive your payment in one of the following ways:

The full value of your American Express transactions. We then debit your account for any Merchant fees on approximately the 7th of each month in Australia or;
Your American Express transactions less any Merchant fees.

If you're not sure of your payment type, please contact our Merchant Services Team to find out more.

*Please note that not all industries qualify for next day pay. To find out if you qualify for next day pay please contact our Merchant Services Team to find out more.
When does American Express pay my business?
If you bank with Westpac, NAB, CBA or ANZ and submit your transactions by the submission cut off times you may be eligible to receive your money in your account early the next business day.

Please note that certain industries are not eligible for next day pay. Call our Merchant Services Team to confirm if you qualify for next day pay.

View the American Express Card Acceptance Terms and Conditions.
When will I need to pay?
There may be times when your account is in debit. For example, when you've given refunds to Card Members, have outstanding fees, or a Chargeback has been debited after a Card Member dispute.
How do I settle any money I owe American Express?
If you submit transactions to American Express, we'll deduct what you owe us from the next payment(s) we make to your business. If those payments are not sufficient to clear the outstanding amount, we will debit your bank account.

View our Card Acceptance Terms and Conditions for full details.
Managing Your Account Online
How can I access my account online?
You can manage your Merchant account online. Once enrolled, you can view your payments quickly and securely, whenever you need to.

You can have more than one User ID and password for your account, so every employee can have separate access to the same account.
Why should I manage my account online?
It’s free of charge and allows you to:

View, and download your payments whenever you need to.

Export your payments to a spreadsheet application, for further analysis.

Find date, transactions, adjustments or Chargebacks on your account. Your current statement shows you up to 35 days’ activity and your last 13 month’s activity is also available, if you require it.

View financial data for all your branches with one User ID.
View and respond to any Card Member Disputes.
What do you mean by 'Reconcile Payments'?
Reconciling Payments is a facility, which allows American Express Merchants to access their submission and payment data online.

It also allows Merchants to print Tax Invoices and view payment information faster and more frequently.

You'll be able to see if we have received your most recent submissions (usually the day after you have sent them to us for payment).

Reconciling your payments online will have no impact on your American Express service fee or the time it takes for you to receive payments.
Who can enroll for online access?
You won’t be able to enroll for online access if:

You're paid by cheque. In this case we would suggest you sign up to receive payments directly into your bank account, then we will be able to provide you online access.

You're currently in debit (owe American Express money). In this case, we would encourage you to apply again when the debit balance has been cleared.

You've cancelled your Merchant agreement with us.
You submit and get paid in any currency other than Australian dollars. In this case you should create a login for that country's online access.
Once enrolled, how long will it take to access my account online?
Once your enrolment process is completed, your financial data will be available to you immediately. You're able to view the latest 13 months of payment reconciliation data and tax invoices online.
Does enrolling for online accessautomatically discontinue paper or email payment statements?
Yes. As of your next Merchant statement, all financial information will now be available online only.
Can I access all my accounts with one User ID?
Yes. To view payment data for multiple locations simply enrol your Head Office American Express Merchant number by creating a new ID and password, then entering your head office Merchant account number and banking information.
Disputes and Chargebacks
What is a customer dispute?
A customer dispute is a notification you receive whenever a Card Member enquires about a charge from your business. You can receive a dispute by mail or online via the ‘Search Disputes or Chargebacks' link.
What should I do when I receive a customer dispute?
You must respond to each customer dispute you receive by the date indicated on the dispute detail page.
What is the dispute management process?
If a dispute arises, we employ the following process:
1. We firstly attempt to resolve the matter directly with our Card Member.
2. If we are unable to do so, we will send you a ‘Request for Information’ letter or email, outlining the reason for the dispute and listing the documents we require.
3. You can respond by the required date by post, fax, or online.
4. If we do not hear from you by the specified date, we will deduct the amount of the transaction from your Merchant Account.
5. Once we receive your response, we will investigate the dispute and make a final decision.
6. We will then either ask the Card Member to pay the charge or Debit your account by the required amount.
7. If you are to pay the charge, you can either authorise a Chargeback or issue a credit to the Card Member for the full disputed amount.
8. If you issue your refund online, you’ll automatically be directed to a ‘Thank You’ page containing the details of the dispute – you should print this page for your records.
What is a chargeback?
After we have conducted an investigation of the dispute, a chargeback may happen if we have to debit your Merchant account by the amount of the disputed transaction and credit the Card Member.

In certain circumstances, we make a chargeback without sending a Request for Information letter or email. For example, merchant(s) who enrolled onto Full Recourse Program, or where a Card Member provides proof of a refund that hasn’t been processed to their account
How much time do I have to respond to a customer dispute?
The amount of time you have to respond varies depending on the type of dispute.
If you do not respond to a customer dispute by the date indicated, you may be subject to a Chargeback for the full disputed amount.
What does it mean to agree with a customer dispute within your online account?
Agreeing to a customer dispute within your online account means that you're either authorising a Chargeback or issuing a credit to the Card Member for the full disputed amount.

If issuing a credit, you must enter your response and issue the credit through your terminal.

Select 'Continue with Full Refund' on the Dispute Detail page within your online account. When the Response page appears, choose Response Code 08 - Issuing Credit. Click 'Send Response' when you're finished.
What is a Response Code?
A Response Code is a designation used by American Express to define the action you intend to take, or have already taken, regarding a customer dispute.
You must select a Response Code in order to submit your response to a customer dispute.

Once you have sent your response, no changes can be made online.
If you wish to make any changes to the response, you’ll need to contact our Customer Care Professionals on 1300 363 614 (Monday – Friday, 8.00am-6.00pm AEST/AEDT).
What if I disagree with a customer dispute?
Disagreeing with a dispute allows you to contest the dispute should be of the view that you feel no refund, or only a partial refund, is owed. However, you must provide supporting documentation in order to disagree with a customer dispute.

Online, you should select 'Continue with no refund' or 'Continue with a Partial Refund' on the Dispute Detail page. When the Response page appears, choose a Response Code and provide the requested supporting documentation. You must click 'Send Response' when you are finished.
What supporting documentation should I send in the case of a dispute disagreement?
The supporting documents you will need to send vary by Case Type.
Refer to dispute letter sent to you or the Supporting Documentation Required field under the ‘Reason for a Dispute’ section in the Disputes Detail page if you are using our online system for the most acceptable examples.
How should I send my supporting documentation?
You can fax, mail or submit your supporting documents online.
When mailing, create a cover sheet by choosing 'Create a Facsimile Cover Sheet' on the 'Thank You' page. Print this cover sheet and include it with your supporting materials.
When faxing, print the same cover sheet and fax it along with your supporting documents.
Why should I resolve my customer disputes online?
By receiving and responding to customer disputes online, you can save time, as well as reduce the risk of 'no reply' Chargebacks that can occur due to mail delays or misplaced dispute letters.

Receiving a notification online is much faster than via surface mail and as a result provides you with a longer period of time in which to respond. You can resolve customer disputes for all of your business locations.

Once you're enrolled for online access, you may begin viewing your online disputes and Chargebacks upon your first log in. If you are already enrolled into My Merchant Account and are simply adding this service to your existing User ID, you may begin viewing your data immediately.
Card Fraud
What is fraud, and how does it affect me?
Fraud takes many forms, including stolen and counterfeit Cards. It can result in loss of goods and revenue.
What should I do if I suspect a Card is stolen, or is a counterfeit?
Hold on to the Card and call us on 1300 363 614 (24 hours, 7 days a week).

When prompted, select 'Authorisations', then ask for 'Code 10 or Security Check'.

We'll need your Merchant number and the Card account number.
How can I avoid fraudulent transactions?
When you are face-to-face with the customer: Only proceed if the customer is in possession of the Card and check the Card has not expired, been altered or damaged.

When the customer is not with you (mail, telephone or internet orders): Only send merchandise to the billing address on the Card, and obtain signed proof of delivery. Also make sure your online checkout is secure, with industry-standard encryption.

Train your staff on the above.
Marketing Materials and Offers
How can I attract more American Express Card Members?
We offer a variety of products and services to help you attract more American Express Card Members, including decals, merchandise and business resources. Click to find out more.
Travellers Cheques
How do I process Travellers Cheques?
1. Watch your customer countersign the cheque(s), and then compare their signature with the original one to ensure they match. If you don't see each Travellers Cheque being countersigned, ask the customer to repeat their signature on the back of each cheque.
2. Ensure the validity of the cheque by examining the security features; click here for examples.
3. Check for any obvious signs of alteration to the cheque or the original signature. Alternatively, you can obtain authorisation by calling 1800 688 022, or online, here. Please note that both services are automated and first-time users will need to register. To register please call us on 1800 022 044 (Monday-Friday, 8.00am-6.00pm).
4. Give any change in cash, in the same way as you would for bank notes. And, as with bank notes, be wary of high-value Travellers Cheques being used for a low value purchase.
5. Deposit with your bank, if you wish. Most banks accept American Express Travellers Cheques, however you should ask them about their specific conditions.
How do I validate a Travellers Cheque?
While holding the cheque to the light, view the Centurion watermark in the white area and the 'AMEX' security thread in the middle area, and ensure they’re both visible from the front and back of the Travellers Cheque.

View the holographic foil at various angles to verify denomination.

View image and colour changes between Centurion and American Express logo.

Ensure the cheque has not been visibly altered and/or manipulated.
How do I process Travellers Cheques issued in a foreign currency?
Travellers Cheques presented in a foreign currency should be viewed as foreign notes.
Should you choose to accept them, you’ll need to determine the exchange rate and convert the transaction.

Contact your bank for further details.
Data Security
What is 'The Data Security Operating Policy'?
It's an American Express policy with which all Merchants, Processors, and Service Providers that store, process or transmit American Express Card Member information must comply.

It aligns with the Payment Card Industry Data Security Standard (PCI Standard), which sets out a common set of technical requirements for safeguarding sensitive payment data.

It applies to all entities, equipment, systems and networks that process, store or transmit Card Member information.

By accepting American Express Cards, you agree to be bound to Terms and Conditions of our Card Acceptance Agreement.

It applies to you even if you do not store any Card Member Information. To find out more about American Express Data Security, click here.