Authentication
Changes to your Online Account Access
We’re adding an additional layer of security to your Online Account to make sure the person logging in is really you.
Here’s what you’ll see:
- Log in normally with your username and password
- Enter the verification code we send to you
What is Two-Step Verification?
Two-Step verification is an enhanced security check for Account login.
Step One: We verify your username and password.
Step Two: We verify that you are logging in from a device we trust by sending you a verification code. We'll send a verification code any time you log in using a device we don't recognize.
How can I add my contact details to receive the verification code?
It’s important that we have your up to date contact details on file. You can check and update your details by calling the number on the back of your Card.
You’ll see more of SafeKey
SafeKey will appear more often during the checkout stage
You may need to verify your identity more often
We will send you verification codes via email or SMS. To ensure you can receive verification codes, check that your contact details are up to date.
You may need to enter part of your Card PIN
Occasionally we may need to ask for more than one piece of information, in those cases we will need you to enter part of your Card PIN. This is the same PIN that you use in-store. You can check your Card PIN by calling the number on the back of your Card.
Why is AMEX making this change?
A new legislation, the EU’s Second Payment Services Directive (PSD2) requires all Card issuers to perform Strong Customer Authentication (SCA) to payments made online. SCA is a two-factor authentication process designed to add an extra layer of security when you make an electronic payment. These rules mean that from 25 August 2020 we are required to apply them for relevant online payments. If your transaction meets the requirement for additional authentication checks and the merchant had not enabled SafeKey then the regulation mandates that we decline the transaction.
What online sites have SafeKey™ enabled?
Safekey is the American Express online verification service. Thousands of merchants have already enabled SafeKey. Some, but not all, may display the SafeKey logo. If you want to check if a specific merchant has enabled SafeKey you should contact them directly.
Why don’t all online sites have SafeKey?
Some sites may not be technically ready to add SafeKey to their online checkout journey. Please contact the merchant direct if you have any questions about their checkout journey.
Why was my online payment declined?
The EU regulation requires that AMEX apply Strong Customer Authentication (SCA) for online payment transactions. SafeKey is the American Express online verification system helping us to ensure that the person making the transaction is who they say they are.
If your transaction meets the requirement for additional authentication checks and the merchant had not enabled SafeKey then the regulation mandates that we decline the transaction.We may also have to decline your transaction if we suspect fraudulent activity on your Card or we are unable to verify your identity. If this is the case we’ll usually be in touch straight away via email, SMS or telephone.
I shop online at sites in different countries. Do the rules apply?
The new authentication rules will apply when you shop online at merchants located within the EEA. Some European Economic Area (EEA) countries may follow a slightly different schedule in the implementation of these rules, so you may have a different experience depending on where the online site is located.
What is a Card PIN?
Your Card PIN is a Personal Identification Number which helps us to verify your identity when using your Card. It’s made up of four digits and is uniquely bound to your Card; it acts as a passcode to help prevent fraud.
I don’t remember my Card PIN. How can I check it?
You can check your Card PIN by calling the number on the back of your Card.
Why are you asking me to enter part of my Card PIN when I check out online?
European legislation (the Payment Services Directive, known as ‘PSD2’) requires payment providers to perform additional authentication when you check out online to help prevent fraud. Certain transactions require stronger authentication such as asking for additional information to help verify your identity. Your Card’s Personal Identification Number (PIN) helps us to ensure it’s really you who is using your Card online as only you know your PIN. You will never be asked to enter your full PIN online.
Is it safe to enter part of my Card PIN when I check out online?
Yes. You won’t ever be asked to enter the full four digits during online checkout and will only be asked for it in SafeKey with the digits hidden once you have entered them. Your PIN will be encrypted in SafeKey when it is sent for verification.
I locked my Card PIN when checking out online, what do I do?
You can unlock your PIN by calling the number on the back of your Card.
I don’t want to enter part of my Card PIN during my online checkout, what else can I do?
We won’t ask for part of your Card PIN every time you shop online, only when we need to perform an additional security check.
Add online sites to your Express List in your Online Account
Adding online sites to your Express List means you won’t have to verify yourself unless we need to check it’s really you who is making the purchase.
You can set up your Express List when you see it appear in Safekey when you make an online purchase.
Will I ever be asked for my full PIN online or in an email?
Legitimate websites will never ask for your full PIN. Additionally, you will never be asked by email or over the phone to provide your PIN. If you receive an email requesting your PIN, you can forward the message to kundeservicedk@aexp.com.
If you have provided your PIN in full to an unknown person or an unknown company, you should change your PIN immediately using the method described above. You can also request a replacement Card by calling us on the number on the back of your Card.
