American Express errors and common problems

Can't log in: Forgotten User ID or no online account

Means

The website and the Amex app use the same User ID and Password. Login fails if you forgot them or never set up an online account for your card.

First step

Use the same User ID and Password you use on americanexpress.com when logging in to the app. All steps

Card declined: Limit reached, typo or fraud alert

Means

Amex lists the usual reasons as a card at its limit, a hotel or car rental hold, a wrong card number or address, a fraud alert on an unusual purchase, a missed payment, or an expired card.

First step

Try the card again or pay another way for now. All steps

Large purchase declined: Spending power depends on your history

Means

Cards with No Preset Spending Limit still have a flexible limit that changes with your purchase, payment and credit history. Amex may or may not approve spending over a credit card's limit based on your profile.

First step

Use the Check Spending Power tool in your online account or the Amex app before a big purchase. All steps

New card not arrived: Card is still in the mail

Means

A new Amex card usually takes 7 to 10 days to arrive. It comes in a plain white envelope that is easy to miss.

First step

Allow 7 to 10 days for the card to arrive. All steps

Can't activate card: Wrong card details during confirmation

Means

To confirm a new card, Amex asks for the card number, the 4-digit security code on the front of the card and some personal details. A mismatch stops the activation.

First step

Confirm the card online with the card number, the 4-digit code on the front and your personal details. All steps

Our System is Not Responding: Amex website could not load your request

Means

Amex shows this in your online account when its system fails to answer, for example in the Documents tab. Amex asks you to refresh or come back later.

First step

Refresh the page. All steps

Error Processing Request: Temporary error in your online account

Means

This shows in your Amex online account, for example in the Documents tab, when a request fails. Amex says to refresh or try again later.

First step

Refresh the page. All steps