Frequently Asked Questions

How Do I Replace a Card?

Generally, replacement Cards are issued under the following conditions:

  • Change of Card Member's name

  • Non-receipt of a Card sent earlier

  • Embossing changes

  • Damaged Card

If you wish to receive a replacement Card for any of the above mentioned reasons, it can be requested through @ Work Programme Management or by contacting the PA Servicing Team at 800 186 1035. A replacement Card will be dispatched from American Express within 10 working days.

Please note that for all replacement Cards, the Corporate Card numbers will change. However, the replacement Card does not change the history of the Account.

Back to Top

How Do I Cancel a Card?

If an employee no longer requires a Corporate Card, the Card must be cancelled so that American Express does not continue to charge annual fees for this Card. Please cancel a Card via @ Work or email PA Servicing team at castsingapore@aexp.com.

If a Card is lost or stolen, American Express must be informed as soon as the Card Member is aware that they no longer have their Card. American Express will suspend the Card immediately and charges will no longer be processed on the Card.

Please contact American Express immediately at 1800 732 2566 and select Option '1' to report a lost or stolen Card between 9am - 5pm, Mondays to Fridays, except public holidays, or after office hours at 1800 737 8188. If overseas, please contact the local American Express Travel Services or a Representative Office. Alternatively, Card Members may also call (65) 6732 2566 during office hours or (65) 6737 8188 after office hours.

Back to Top

How Long Does it Take to Get a New Card?

Card Member applications are processed and dispatched in approximately between 10 to 14 working days from receipt of the application form. The form needs to be signed by the authorised signatory and have complete information.

If you need a Card urgently, you can request urgent processing for a fee of S$55 per Card Member application. Urgent Card applications will be received within five to seven working days from receipt of the request.

Back to Top

How Do I Dispute a Charge?

If a Card Member does not recognise a transaction, the first response should be to contact the supplier and dispute the charge directly. If this is either not successful or not possible, the Card Member can contact American Express on 1800 732 2566 immediately to dispute the charge that was placed on the Card. A temporary credit may be applied to the Account while American Express contacts the supplier to obtain support for the charge. Research and resolution of a case may take up to 60 days to finalise, depending on the complexity of the dispute.

Back to Top

How Do I Add or Change My Company Contacts?

If your Company wishes to add or change any of your contacts including Authorised Signatory and Programme Administrator, please click here to fill in a Change of Company Details form, have it signed by an Authorised Signatory, and fax it to the PA Servicing Team at 800 186 0034. These changes should take up to 10 working days to finalise from receipt of the Change of Company Details form.

Back to Top

How Do I Request an Increase to a Global Limit?

If a limit is placed on your Account and your Company would like this to be reviewed, please contact the PA Servicing Team at 800 186 1035. The time frame for review is 5 to10 business days depending on whether your Company is required to submit updated financial information. Your Company contact will be informed of the result of the review by phone.

Back to Top

How Can I Get Cash on My Card?

Card Members enrolled in the Corporate Cash service can use their Cards to access cash from ATMs worldwide. The withdrawn cash is billed to individual Corporate Card Accounts and appears as a charge on the next statement following the withdrawal. Cash withdrawal is capped at the local currency equivalent of US$1,000 for every 7 days. The transaction fee is 5% of the total amount. At least one transaction must be made on the Card in order for Card Members to use at ATMs.

Access to the Corporate Cash service is not automatic. Corporate Cash enrolment is subject to your Company's approval.

Back to Top

How Do I Change My Account Hierarchy?

If your Company has changed its structure, you may wish to add to or change your Account hierarchy. To make a change, please contact the PA Servicing Team at 800 186 1035 to discuss your new requirements. The Corporate Representative will explain how to proceed depending on individual circumstances.

Back to Top

What Do I Do if A Payment Is Missing or Misallocated?

If there is no remittance advice accompanying a payment or if the remittance advice is incorrect, the payment(s) will remain unallocated. This means that Card Member payments may become overdue and late payment fees may apply. If you have any queries about the allocation of your payments, please contact the PA Servicing Team at 800 186 1035.

Back to Top

How Do I Reinstate My Corporate Card?

Please contact PA Servicing Team at 800 186 1035 to reinstate your Corporate Card.

Back to Top

What Should We Do in the Case of a Lost or Stolen Card?

If a Card is lost or stolen, American Express must be informed as soon as the Card Member is aware that they no longer have their Card. American Express will suspend the Card immediately and charges will no longer be processed on the Card.

Please contact American Express immediately at 1800 732 2566 and select Option '1' to report a lost or stolen Card between 9am - 5pm, Mondays to Fridays, except public holidays, or after office hours at 1800 737 8188. If overseas, please contact the local American Express Travel Services or a Representative Office. Alternatively, Card Members may also call (65) 6732 2566 during office hours or (65) 6737 8188 after office hours.

Back to Top

How Do I Transfer Cards Between Different Basic Control Accounts (BCAs)?

To transfer Card Members between Control Accounts, please fax the completed Account Transfer Form to the number stated on the form. American Express may need to issue a new Corporate Card and you will be informed accordingly if a replacement is necessary. Please note that a Card Member Transfer Charge will only come into effect after the next billing cycle. This function can also be performed online via American Express @ Work. For further details, please refer to the American Express @ Work section in this resource toolkit.

If you have any queries regarding Card Member transfers, please call the PA Servicing Team at 800 186 1035.

Back to Top

Why Has a Charge Been Declined? What Now?

American Express' sophisticated credit checking systems monitor spend patterns in order to identify fraudulent or unapproved spend. This is done to protect your Company and Card Members. Any out-of-pattern spend will be referred for manual approval. This means the transaction will not go through on the Card until American Express has been contacted. Charges are more likely to be referred for manual approval when new Card Members start using the Card with a minimal spend history. The main types of out-of-pattern expenditure are large, internet or overseas transactions.

If a merchant indicates that a transaction has been declined, Card Members should request clarification on the reason for the decline. If the reason is that manual approval is required, the Card Member should ask the merchant to contact the American Express Merchant Services team to request manual approval.

To avoid a charge being declined when using the Corporate Card, Card Members can contact American Express prior to using their Corporate Card for a suspected out-of-pattern charge and seek pre-authorisation. We recommend Card Members seek pre-authorisation on all large, internet or overseas purchases. Card Members can contact our Credit Department at 1800 737 8188 ahead of the expected date that the charge is likely to be made.

Back to Top

What Should Card Members Do if a Merchant Refuses to Accept the American Express Corporate Card as a Form of Payment?

If a merchant displays the 'American Express Cards Welcome' signage, the business is contracted to accept the Card for payment. American Express makes every effort to sign up businesses which are frequently used by our Corporate Card clients and which currently do not accept the Card.

If you encounter a merchant who refuses to accept the American Express Corporate Card for payment, please contact us at 800 186 1035 with the merchant's name, address and telephone number. American Express will then follow up to reinforce the Card acceptance agreement with the merchant.

Back to Top

Can I Change the Date I Receive My Statement?

Yes. However, it needs to be highlighted that all Cards belonging to the Company will then have to be changed. This is because the cycle number and the actual Card numbers are related. By changing the date you receive the statement, a new Card with a new or different Card number must be issued. All Cards belonging to a Company must have the same statement date.

Back to Top

Can a Card Member's Membership Rewards Points Be Automatically Transferred to Their Partner Airline Programme?

No. The transfer of Membership Rewards points is not automatic. The Card Member first needs to either join or already be a member of the partner airline's frequent flyer programme. The transfer of points is therefore subject to the Terms and Conditions of the frequent flyer programme in which the Card Member is enrolled.

For further information, and for further Terms and Conditions, Card Members should call American Express or visit our online Terms and Conditions at https://www.americanexpress.com/sg/personal/cards/rewards/terms.shtml

Back to Top

Can Card Members Redeem Their Membership Rewards Points for Air Travel?

Yes. You can use your points to book flights through the Membership Rewards programme, which allows you to choose from a range of destinations and airlines. You can also transfer your points to a range of airline partners*.

*Points transfer may apply. Minimum Membership Rewards points to transfer to participating Frequent Flyer programme is 1,600 points. Subsequent transfers must be made in multiples of 800 points.

Back to Top

Can I Get a Statement Reprint?

Yes. Please call the PA Servicing Team at 800 186 1035 or email castsingapore@aexp.com Please have the Card Member's name, account number and required date (month and year of required statement) ready for the statement reprint request. This function can also be performed within American Express @ Work. For details, please refer to the American Express @ Work section in this resource toolkit.

Account balances can also be viewed online when your Card Members log on with their user ID and password at www.americanexpress.com.sg Information is updated daily, showing unbilled transactions as well as a 6-month history of transactions.

Back to Top