Statement and Transactions
How to view PDF statements?
1. Viewing in GSP (CCP)
2. Downloading PDF Statement through Mobile APP
3. Downloading PDF Statement through MYCA
Offline Statements in PDF, can be requested through us or in MYCA
What is SafeKey?
SafeKey provides Card Members with another layer of security to prevent against fraud when purchasing online.
While transacting at a SafeKey enabled Merchant, the Card Member receives a dynamic OTP to both their email and mobile. They must enter the OTP within 10 minutes to complete their transaction.
What are Name Change requests that can be completed over the phone?
- Corrections of misspellings (up to 2 letters)
- Titles (examples: Doctor, Professor, Ms, Mr.)
- Suffixes (i.e: CBE, OBE, MD)
What information can CM find on the first page of their statement?
Balance Due, Payment Due Date, Statement Cycle Date, List of Transactions, CM Name, AMEX contact information, Payment Slip etc
Give at least 5 samples of SafeKey-Enabled merchants.
Air Asia
British Airways
Bunnings
Cathay Pacific
Coles Gift Cards
Coles Grocery
Expedia
Go Holiday
Good Guys
Malaysian Airlines
Singapore Airlines
What supporting documents are acceptable when requesting for Name Change update (more than 2 characters)?
•Marriage Certificate
•Divorce Notice
•Deed of Name Change Certificate
How do we process statement reprint in GSP?
CHC: Order Statement - GSP Link:https://helpcenter.aexp.com/au/en/ecco/procedure/51-100/pro50501-50600/pro50562
Can we modify contact information enrolled for SafeKey on behalf of cardmember?
No, we can only update SafeKey contact channel preference.
Any changes on Date of Birth will not require supporting documents. True or False?
False.
- Any changes in the Card members Date of Birth will require supporting documents.
How far back can we request for offline statements in GSP?
Off-line statements can be requested for the previous 7 years. Only statements generated during this period will be available.
How soon should a cardmember enter accurate OTP at SafeKey-enabled merchant for transaction to complete?
10 minutes
What is the regulatory requirement when adding or modifying email address in GSP?
REGULATORY REQUIREMENT: THIS ACTION MUST BE PERFORMED TO COMPLY WITH LEGAL OBLIGATIONS
For every new email address you must always capture the Card Member’s consent to Opt In to marketing preferences by asking: “Would you like to receive email marketing and related offers from American Express and select partners?”
- If the Card Member wishes to Opt In you are also required to read the disclosure.
How soon will requested offline statements appear after request and how long will it stay visible on cardmembers' online account?
Requested offline statements will appear within 24 hours from date of request and it will remain visible for 15 days.
Where can we view SafeKey transactions and how do we identify the codes SKAUTH and SKATT?
GSP Hub Menu - Transactions Tab - Select SafeKey Transactions
SKAUTH – for successfully completed Safekey transactions
SKATT – not fully authenticated or CM bypassed enrollment
Can we update Billing Address to a Foreign Country address?
Yes, provided it's not a sanctioned country.