If you want to collect large volumes of Membership Rewards points in either Canada or the US, you’ll inevitably have to talk to American Express customer service every now and then.
Rather than picking up the phone to speak with another human, one of the easiest ways to get most of your Amex-related requests dealt with is by using the Live Chat feature online.
While you aren’t able to address every issue this way, the vast majority of your needs can met with a few clicks on your keyboard.
In this article, we’ll take a closer look at the various ways Amex’s Live Chat feature can make your Miles & Points life much easier.
How to Access Live Chat
For Canadian cardholders, the Live Chat feature is only accessible during regular business hours: Monday to Friday, 9am to 5pm Eastern Time.
During these times, you should see a “Chat” button show up on the bottom-right corner of your Amex dashboard upon logging in.
If you don’t see the Chat feature, make sure your ad blocker is turned off, since that’s been known to disable the Chat button for certain users. If it still doesn’t show, trying using incognito mode or a different browser.
Click the button to pull up the chat window, and you’re prompted to enter a topic of conversation. Usually a generic phrase will do.
For example, if what you’re asking about is remotely related to my MR points in any way, you can just say “MR account”.
Then just click Submit and you’ll be put through to a chat representative.
Most chats will begin with a quick identity verification before the agent can do anything. The initial verification usually only involves the question “Am I chatting with <insert your name here>?”
Any further inquiries into your account require some more security questions. You’ll usually be sent a secure form that asks you to enter some personal information and some numbers from your credit card.
You’ll want to have your credit cards handy so you can input whatever information Amex asks for, assuming you haven’t memorized those already.
The process is largely similar when accessing Live Chat from a US American Express account.
In contrast to Canada, where the Live Chat is only available during business hours, Amex US has Live Chat on a 24/7 basis. Moreover, their Live Chat interface is a lot more powerful.
The chat app first consists of an automated menu with a few quick solutions to common…
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