Authentication

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.