FAQ

You received your card by post. Please activate your Card before use by either calling the number on the sticker found on your card or by visiting www.americanexpress.de/aktivieren
Please register your card afterwards for the online services and to get access to your monthly statements. Simply follow the instructions on www.americanexpress.de/konto-online

The first time you contact customer services by telephone, you are asked to select a 4-digit number. To help you remember your 4-digit number, we assign you with a memorable question, such as “When is your mother’s/father’s birthday?” In addition to asking you other questions, this number helps the customer services team identify you over the telephone and can be changed after you have provided responses to other identification questions.

Security advice: Please do not use your own birthday when selecting an identification number.

CVC Code stands for Card Verification Value Code and is an additional security code. There is a 4-digit code (check digit) laser-etched onto the top right hand corner of your Corporate Card. This code was introduced especially for internet payments/long distance payments to increase security for this type of transaction because an internet shop merchant cannot physically check the buyer’s credit card to verify ownership, for example.

When paying with an American Express Card, it is becoming increasingly common that merchants ask you to enter your 4-digit PIN in a payment terminal, instead of signing the bill. Your PIN is sent to you by post separately to your card in a sealed panel (if not chosen your favorite PIN using "apply for card online"). If you forget your PIN, you can either view it on a secure page on the American Express website at www.americanexpress.de (see also “Online Services” in this document) or request your PIN to be re-sent to you by post by calling customer services. American Express employees cannot review your PINs online and you must request it to be re-sent in writing or by telephone. Do not allow your PIN to be accessed by third parties.

Please check with your internal contact partner for the Corporate Card Program whether your company has signed up to this service before you activate your card for the Express Cash Service. You can withdraw cash 24/7 round the clock at over 860,000 ATMs worldwide using your Corporate Card and PIN. You can find the location of ATMs in your area here.

Express Cash activation: For security reasons, your Corporate Card is not activated for cash withdrawals when it is sent out. If your travel behavior requires cash withdrawals, we ask you to inform your travel management so that they can check the request and have your card activated accordingly or ask you to take action. This can take several days.

The terms and conditions and charges for the Express Cash Service are listed in your terms of membership. PIN advice: Every new Corporate Card is fitted with a chip, for which the card holder receives a PIN code. The same PIN is used for the Express Cash Service, if you have signed up for this service.

Please notify us if your Corporate Card is lost, stolen or broken by calling customer services on +49 (0)69 9797 1000. In the case of an emergency, we normally send you a replacement card within 48 hours. Please note that emergency replacement cards are not equipped with chip and PIN technology. Our customer services team will ask you whether you want to opt for the free emergency replacement card and whether you would also like to order a standard replacement card (with a chip) at the same time.

You can check out where your American Express Corporate Card is accepted online. Whether you want to use your card in a restaurant, to book a rental car or plan a short business trip, go to www.americanexpress.de/akzeptanz.

Accessing our online services is easy. Simply register at www.americanexpress.de/registrieren and choose a username and password. You will have instant access to your monthly statements and credit card account and will be able to enjoy the following benefits:

• View your individual transactions online
• Receive account balance information via SMS or e-mail
• Use the currency converter and ATM finder
• View and change your PIN online
• Communicate with our customer services team via secure e-mail connection.

With eStatements (monthly statements in PDF format), you:

• Receive an e-mail notification when your monthly statement is available
• Have access to old statements for the last 6 months and can download transaction information

American Express Corporate Cards should be used within the cardholder’s financial means. If a credit limit has not been agreed with you or with your company, American Express Corporate Cards do not generally have a transaction limit.

Occasionally, something might appear on your statement that you disagree with or want to query.
There are several possible explanations for this:

• The name of the merchant does not match with the name displayed on your statement
• You might have cancelled the order that the transaction relates to
• There might be a charge you weren’t expecting, or a charge for a product you still haven’t received
• You may have been billed more than once for the same transaction
• There may be a transaction recorded that you have no recollection of

Whatever the reason, we are here to help: please call the number on the back of your Card straight away. If you suspect fraudulent activity on your Account, please call the number on the back of your Card straight away.

American Express has teamed up with selected partners to offer Corporate Card Members a range of insurance benefits to protect them during their business trips. In order to benefit from this service, you must use your Corporate Card or BTA account to pay for the travel tickets. See Insurance section here.
You can find more detailed information on insurance protection and exclusions in the separate terms and conditions booklet, which comes with your Welcome Pack.

We are entitled to demand late penalties if you fall into default with your payment. We charge flat-rate fees and interest penalties as set forth in the  guide to fees and benefits.

Aren´t you on a Direct Debit set up and need to pay for your expenses via bank transfer? Please give your card number when you make a bank transfer. This is the number beginning with 3750.

Bank details:

Deutsche Bank
IBAN: DE05500700100095599700
BIC: DEUTDEFFXXX

Please contact the customer service by phone.