FAQ

What should I do if there is an incorrect or unfamiliar purchase on my bill?

Please contact the Membership Service Center.

Tel. 0120-974-990 (toll free / 9:00am - 5:00pm / Mon. thru Fri.)

From outside Japan, call +81-3-3320-6100.

Prior to contacting the Membership Service Center, we recommend that you check directly with the merchant in question regarding the purchase.

American Express will temporarily cancel the item in question on your bill and will launch an investigation into the matter together with the merchant from where it was purchased.

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What should I do if I lose my card or if my card is stolen?

Please contact the Membership Service Center immediately. Tel. 0120-974-990 (toll free / 9:00am - 5:00pm / Mon. thru Fri.) From outside Japan, call +81-3-3320-6100. If you are outside the country, the Overseas Assist hotline can also be contacted.

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Can I use my Corporate Card's Travel Accident insurance when on a personal vacation outside of Japan?

Your Corporate Card's Travel Accident Insurance is meant to be used for business travel, but it can also be used as coverage for private vacations.

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How do I accumulate loyalty reward points using my Corporate Card?

You must be registered for our Membership Rewards® Program (annual fee of 4,000yen (+tax). Your company must first submit a letter of consent in order for its corporate Card Members to participate in the Membership Rewards® Program. Please contact your company's administrator or the Membership Service Center at 0120-974-990 (toll free / 9:00am - 5:00pm / Mon. thru Fri.) to see if your company has already provided this consent.

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How much is the annual fee to enroll in the Membership Rewards® program?

The annual fee is 4,000 yen (+ tax). A separate participation fee is charged for transferring points to r ANA mileage program (5,000 yen+tax / annually). In addition, a separate participation fee of 3,000 yen (+tax / annually) is required to participate in the Membership Rewards® Plus Program, which provides a higher conversion rate for points.

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I currently have an American Express personal credit card. Can I combine points from this card with my Corporate Card through which I am a Membership Rewards® Program Member?

Yes. However, a separate application is required to combine the points. In addition, please note that you will be required to pay the annual fee for your participation in the Membership Rewards® Program. (For more details, please see item two on page one.)

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I can't seem to be able to register for your Online Service.

Please refer to the registration guide provided. If you find that you still cannot register, please contact the Membership Service Center. Tel. 0120-974-990 (toll free / 9:00am - 5:00pm / Mon. thru Fri.)

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Can I track my personal American Express credit card's usage online?

Yes. You can use our convenient online tool to manage your Corporate Card's usage. Please use the following link to register and learn more. www.americanexpress.co.jp/cs-online (Click "Register Now" to register for our Online Service.) You can access this site 24 hours a day. You will need to register an ID and password when logging in for the first time. Please also have your Corporate Card handy when registering.

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Can I track employee usage of their American Express Corporate Card?

A registered company administrator can track the usage amount and payments for employees using @Work. Those interested in this service should contact the Corporate Cardmember Services Section.

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How do I register my PIN?

[Card with IC Chip]
You can register a PIN either at Online Services (Japanese language only) or our Automated Voice Guidance System.

To the Card Members who receive card with IC chip as a renewal card for the first time:
Please note that you will be able to register a PIN from the 1st of the month after the month you received the card.

● Via Website (Japanese Language Only)
You can register a PIN at “Online Services” anytime.
Please refer “How to register a PIN” for the step-by-step instruction.

● Via Telephone
The 24/7 Automated Voice Guidance System will assist you to set a PIN.
Please call 0120-974990.

[Card without IC Chip]
Please call our Membership Services Center at 0120-974990 (9:00a.m. – 5:00p.m., Monday through Friday, closed Sat/Sun/holidays), and ask for PIN registration.
The first PIN is issued automatically from American Express and is sent to you by letter.
To change the initial PIN, please call at 0120-456375 or 03-3220-6624 (9:00a.m. – 5:00p.m., Monday through Friday, closed Sat/Sun/holidays).

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Can I change my PIN?

[Card with IC Chip]
Yes, you can change your PIN, however this requires a new Card to be issued.
In case you require to change your PIN, please call us at 0120-974990 (9:00a.m. – 5:00p.m., Monday through Friday, closed Sat/Sun/holidays).

[Card without IC Chip]
Yes, please call us at 0120-456375 or 03-3220-6624. The Automated Voice Guidance System will assist you 24 hours.
If you forget your PIN, call us at 0120-974990 (9:00a.m. – 5:00p.m., Monday through Friday, closed Sat/Sun/holidays) to reset your PIN. We will send you the new PIN by mail.


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Can I check my PIN?

[Card with IC Chip]
Yes, you can check your PIN in our Online Services website.
Please login Online Services, and go to “ICカード暗証番号の確認” under “ICカード暗証番号”

[Card without IC Chip]
Call us at on the number on the back of your Card and request to reset your PIN. We will send you the new PIN by mail.

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Do I just need to send in an application form to apply for an American Express credit card?

No. You also need to provide a copy of an official ID document in order to verify your identity.

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About how long will it take to receive my credit card after I submit my application form by post?

If you request your credit card to be sent to your home, the card will be sent by post to the place of residence noted on your official ID document in about two to three weeks. If you request your credit card to be sent to your place of work, we will first send a letter to the place of residence noted on your official ID document using an express delivery service to verify your identity, and once this has been confirmed, we will then send out your credit card to your place of work. This process takes one to two weeks longer than receiving your credit card at your place of residence.

*Please submit your application form well in advance in order to receive your credit card in time for your planned usage or business travel.

Please ensure that the required fields on your application form are complete and that you include a copy of an official ID document.

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