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IndiaChange Country
1. Home
2. SafeKey
SHOP CONFIDENTLY WITH SAFEKEY®
AN ENHANCED LEVEL OF SECURITY WHEN YOU USE YOUR CARD ONLINE
What is SafeKey?
When will I see it?
What do I have to do?
Unlock more with SafeKey
FAQs
COMPLETE PEACE OF MIND WHEN YOU SHOP ONLINE.
We want you to feel confident when you make a purchase with your American
Express Card.
WHAT IS IT?
A feature that uses the latest 3D Secure technology to help protect you against
fraud
while shopping online by confirming it's really you making the purchase.
When will I see it?
We've joined forces with participating online merchants to offer you this
improved level of online shopping protection.
When you shop at an online merchant, the SafeKey screen will appear towards the
end of your checkout process.
2
WHAT DO I HAVE TO DO ?
SafeKey will work in the background as you make your purchase.
Once the SafeKey screen appears during an online transaction, we will instantly
send you a six-digit
One Time Password (OTP) by text and/or email. Simply enter the OTP to
complete your transaction. You may select the 'Use Pay with Points' option to
pay
using your Membership Rewards® points.
You are automatically registered for SafeKey, Just ensure we have up to date
contact details for you and we'll take care of the rest.
FRAUD PROTECTION
Our intelligent security systems, secure payment process and fraud protection
guarantee help keep you safe and secure. Find out more.
Unlock more with safekey
USE POINTS WITH SAFEKEY
From flights and hotel stays, to dining and electronics,
find out how to redeem your Membership Rewards®
points with SafeKey.
Find out more (opens new window)
EQUATED MONTHLY INSTALLMENTS
(EMI)
Convert your online purchases into easy-to-manage EMIs with
SafeKey.
Simply choose the EMI option when prompted and enjoy
a more convenient way to pay.
Find out more (opens new window)
3
SAFEKEY FAQS
WHAT IS AMERICAN EXPRESS SAFEKEY®
American Express SafeKey helps prevent unauthorized online use of your American
Express® Card by confirming your identity with additional verification
information. You may be asked to provide a dynamic One Time Password (OTP) that
you receive by email or at your mobile phone number for transactions you make
with participating online merchants.
DOESN'T AMERICAN EXPRESS PROVIDE ONLINE FRAUD PROTECTION?
Yes, American Express provides online protection for all our customers through
our internet Fraud Protection & Guarantee*. American Express SafeKey is launched
as part of our continuous efforts to let our customers shop in a safer and more
secure online environment.
*We will guarantee protection against fraudulent transactions on your Card,
provided you have taken the responsibility to notify us immediately, and you
have complied with your Card Terms & Conditions.
HOW DO I SHOP WITH AMERICAN EXPRESS SAFEKEY?
When you enter your American Express Card number for payment at a participating
online merchant, an American Express SafeKey window will appear automatically.
You will be prompted to enter your OTP which will be sent to your mobile phone
and/or Email address that you have on file for that account. Once your OTP is
verified, your online transaction will be processed. After the OTP is sent to
you, it is valid for 10 minutes. If you do not enter the OTP and complete your
transaction during the 10 minutes, you will need to restart the transaction with
the merchant.
DO I NEED TO REGISTER FOR AMERICAN EXPRESS SAFEKEY
You are automatically enrolled for American Express SafeKey. There is no
additional step that you need to take for your existing Cards, when you get new
Cards, or when you open additional new accounts other than ensuring your mobile
phone number and/or Email address on file with American Express is updated for
all of your American Express Cards. Please ensure your mobile phone number
and/or Email address is updated with American Express for all your American
Express Cards. This also includes Supplementary Cards that you hold.
DO I HAVE TO PAY FOR AMERICAN EXPRESS SAFEKEY?
No, you do not have to pay for this service. However, please check with your
mobile and/or email service provider to see if charges for SMS or email apply to
your mobile and/or email account.
HOW DO I KNOW IF MY MOBILE PHONE NUMBER AND/OR EMAIL ADDRESS ON FILE FOR MY
AMERICAN EXPRESS CARD UPDATED?
You can proactively confirm the mobile phone number and Email address you have
on file for all your American Express Cards by calling the helpline number
mentioned on the back of your Card.
I AM MAKING A PURCHASE, BUT THE SAFEKEY SCREEN DISPLAYS A MASKED MOBILE PHONE
NUMBER AND/OR EMAIL ADDRESS THAT ARE NOT UPDATED. WHAT CAN I DO?
When you checkout with American Express SafeKey, the masked mobile phone number
and Email address that we have attempted to send the OTP to are displayed. We
will attempt to send the OTP to both your mobile phone and your Email address;
if one is not updated you can use the other to obtain the OTP that was sent. If
they are both not updated, please call the helpline number mentioned on the back
of your Card.
HOW WILL AMERICAN EXPRESS USE THE INFORMATION I PROVIDE THROUGH SAFEKEY?
We will use personal information collected through SafeKey for the purpose of
providing the American Express SafeKey service (for example, to verify your
identity or to authorize transactions). Log in to your account
at www.americanexpress.co.in to view your personal details or make additional
changes. Your personal information will be handled in accordance with our Online
Privacy Statement.
WHY IS AN OTP REQUIRED TO COMPLETE AN ONLINE PURCHASE?
The OTP helps to protect you against online fraud.
It is a secure way to authenticate that the customer using an American Express
Card for an online purchase is the rightful owner.
DO I NEED TO PROVIDE MY MOBILE PHONE NUMBER OR EMAIL ADDRESS TO AMERICAN EXPRESS
TO RECEIVE THE OTP?
Yes, you need to provide your mobile phone number or Email address to receive an
OTP via SMS and/or Email. The SMS facility is only available for India mobile
phone numbers. If you do not have an India mobile phone number, you can receive
the OTP via Email only.
HOW DO I UPDATE MY CONTACT DETAILS WITH AMERICAN EXPRESS?
You can update your contact details by calling the helpline number mentioned on
the back of your Card. Any updates you make to your contact details for your
account alerts will automatically apply to SafeKey.
HOW LONG IS AN OTP VALID FOR?
The OTP is valid for 10 minutes from when it was generated. If you do not enter
the OTP and complete your transaction during the 10 minutes, you will need to
restart the transaction with the merchant.
IT’S BEEN OVER 10 MINUTES AND I HAVE NOT RECEIVED MY OTP. CAN I HAVE IT RE-SENT
AGAIN?
The OTP is valid for 10 minutes after it is generated by the transaction. If you
click the “Resend Password” button within that 10 minute window, then the same
OTP will be re-sent to you. If you click “Resend Password” button after the 10
minute window expires, then you will need to start the entire transaction
process again which will generate a new OTP.
I AM CHECKING OUT AT AN ONLINE MERCHANT, WHY AM I NOT PROMPTED FOR AN OTP?
If the merchant is not American Express SafeKey compliant, you will not be asked
for your OTP. Only American Express SafeKey merchant sites require the American
Express SafeKey OTP.
HOW DO I KNOW IF A MERCHANT SUPPORTS AMERICAN EXPRESS SAFEKEY?
Participating online merchants will display the American Express SafeKey logo on
their websites.
I HAVE PRIMARY AND SUPPLEMENTARY CARDS THAT ARE USED BY DIFFERENT PEOPLE. CAN I
HAVE THE OTP SENT TO THE SPECIFIC PEOPLE USING EACH CARD?
Yes, the account numbers for each Card are different and different contact
details can be added for each primary, additional, and supplementary Card you
have associated with your account. All that is needed is that the correct
contact details be on file for each primary, additional, and supplementary Card.
I HAVE A MOBILE PHONE AND EMAIL ADDRESS ON FILE FOR MY PRIMARY CARD.WILL THIS
INFORMATION APPLY TO ALL OF MY SUPPLEMENTARY CARDS AS WELL?
No, each Card can have a different mobile phone number or Email address
associated with it. If a mobile phone number or Email address has not been put
on file for the additional and supplementary Cards, please update the details on
file for the Cards as needed.
THE CONTACT DETAILS FOR MY PRIMARY & SUPPLEMENTARY CARDS ARE DIFFERENT. WILL
UPDATING ON THE SUPPLEMENTARY CARD CHANGE THESE FOR PRIMARY CARD AS WELL?
No, the contact detail update for the additional or supplementary Card will not
change any details on file for the primary Card or other
additional/supplementary Cards. It applies to the unique Card only.
WHAT SHOULD I DO IF SOMEONE HAS CHANGED MY CONTACT DETAILS FRAUDULENTLY OR IF I
IDENTIFY A FRAUDULENT PURCHASE ON MY CARD ACCOUNT?
If you ever suspect that fraudulent contact information changes or purchases
have been made on your American Express Card account, please contact Customer
Services immediately to report it by calling the helpline number mentioned on
the back of your Card.
CAN I USE ALL TYPES OF CARDS WITH AMERICAN EXPRESS SAFEKEY?
No, you can only use Cards issued by American Express Banking Corp., India
excluding Business Travel Account (BTA) and Prepaid Cards.
MY TRANSACTION HAS FAILED. WHAT DO I NEED TO DO?
A transaction could fail for various reasons. If you enter the OTP incorrectly
access to SafeKey may be blocked. If the OTP wasn't entered within 10 minutes,
the transaction will expire. Technical issues in the merchant's payment service
could also interrupt the transaction. In each of these cases, you will receive
an onscreen notification letting you know what went wrong. If you have any
questions, you can always call the number on the back of your Card for help.
American Express will never email you to ask you for sensitive information. If
you receive a suspicious email which claims to be from American Express, do not
click on any links. If you have any questions, please call the number on the
back of your Card.
SAFEKEY TERMS AND CONDITIONS
To view the Terms and Conditions, please click here.
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