topic Re: Amex disabled my online chat (Confirmed) in Credit Cards

Amex disabled my online chat (Confirmed)

AlanGJP — Wed, 19 Oct 2022 15:25:04 GMT

Something has triggered Amex to disable my online chat. The chat option (bubble on the bottom right) is not there. Tested on multiple machines, phone, two browers, incognito, etc. (I'm a developer)

It's not there on a Macbook Pro 16", Mac Mini, iPhone, Custom built PC with Windows 11... no blockers installed.

Wife's works fine.

To further confirm, I had my wife login on my main machine... guess what? Chat bubble is there -- works fine.

Called, CSR emailed me a direct link to chat -- it doesn't work. He suggested I call them directly.

-- what on Earth? Anyone else having this issue?

FWIW: I don't harass them lol. I've chatted a handfull of times over the years and they're generally quick and friendly requests. I don't have an immediate need to chat, but with 9 personal/business cards and the majority of my monthly spend, you'd think I would be a bit of a priority... *shrug*

Re: Amex disabled my online chat (Confirmed)

GZG — Wed, 19 Oct 2022 15:28:56 GMT

@AlanGJP wrote:
Something has triggered Amex to disable my online chat. The chat option (bubble on the bottom right) is not there. Tested on multiple machines, phone, two browers, incognito, etc. (I'm a developer)

different networks as well? Perhaps it will work on your phone's mobile data/using phone as a hotspot

Re: Amex disabled my online chat (Confirmed)

AlanGJP — Wed, 19 Oct 2022 15:40:48 GMT

@GZG wrote:
different networks as well? Perhaps it will work on your phone's mobile data/using phone as a hotspot

If I logout on my machine and instantly log back in as my DW, it's there. If I log back out and in as me, it's gone. *poof*

I'll try the hotspot idea, but I don't think it's my local network since it works fine for my wife.

UPDATE: No dice. Tried connecting to my phone as a hotspot, the result is the same. Chat isn't there.

Re: Amex disabled my online chat (Confirmed)

AlanGJP — Wed, 19 Oct 2022 15:47:10 GMT

UPDATE 2: When I click "help" on the top of my Amex account, this is what I see:

DW's account shows the chat option. Something has triggered this. I have received no emails, all my accounts are opened and working without issue, I don't carry a balance -- nothing should have triggered this.

CSR is telling me to just call, after sending me a direct link to this page. (I removed the forwarding url and the email he sent *referenced above* was a direct link to the page in the screenshot above) I don't know if this is a bad sign, and I'm going to find out soon what is up, or if Amex found some reason to disable my chat button with no further action.

Either way, this is very strange.

If your chat has suddenly disappeared, please let me know. So I can stop feeling singled out here. lol

Re: Amex disabled my online chat (Confirmed)

Curious_George2 — Wed, 19 Oct 2022 17:10:48 GMT

You are not alone. I see two threads on Reddit today where some people are seeing the same thing. Probably some temporary system issue on Amex's end. I wouldn't sweat it.

Re: Amex disabled my online chat (Confirmed)

AlanGJP — Wed, 19 Oct 2022 17:27:25 GMT

Thank you!! With all the weirdness in the credit industry lately, I wouldn't be surprised to suddenly see Amex close all my cards...

Again, thanks for the clarification.

Re: Amex disabled my online chat (Confirmed)

MySunrise271 — Wed, 19 Oct 2022 17:36:18 GMT

I don't have the option to chat on my Amex page either🧐

Re: Amex disabled my online chat (Confirmed)

M_Smart007 — Wed, 19 Oct 2022 18:12:35 GMT

For a DP ..I just used chat for Blue Biz Card.

(Click image to enlarge)

Re: Amex disabled my online chat (Confirmed)

M_Smart007 — Wed, 19 Oct 2022 18:16:26 GMT

@AlanGJP wrote:
UPDATE 2: When I click "help" on the top of my Amex account, this is what I see:

DW's account shows the chat option. Something has triggered this. I have received no emails, all my accounts are opened and working without issue, I don't carry a balance -- nothing should have triggered this.

CSR is telling me to just call, after sending me a direct link to this page. (I removed the forwarding url and the email he sent *referenced above* was a direct link to the page in the screenshot above) I don't know if this is a bad sign, and I'm going to find out soon what is up, or if Amex found some reason to disable my chat button with no further action.

Either way, this is very strange.

If your chat has suddenly disappeared, please let me know. So I can stop feeling singled out here. lol

I went to the same page you have a shot of;

(Click image to enlarge)

Re: Amex disabled my online chat (Confirmed)

CreditCuriosity — Wed, 19 Oct 2022 18:37:42 GMT

Had same issue other day where was trying to hop on chat. Had to call so not really sure what is going on, but something is. Always there in the past

Re: Amex disabled my online chat (Confirmed)

AlanGJP — Wed, 19 Oct 2022 19:14:39 GMT

My document center is missing anything prior to this last week. I'm fairly certain this had previous messages prior to this issue. I'm assuming they're related.

Re: Amex disabled my online chat (Confirmed)

learningcredit54 — Thu, 20 Oct 2022 13:24:28 GMT

Nice to see I am not alone - I too got the chat disabled on both mobile and the website. This applies to both my personal and business log in credentials. Not sure what may have triggered - hope its just a glitch.

I got 2 new business cards in route - hope that wasn't the cause

Re: Amex disabled my online chat (Confirmed)

SouthJamaica — Thu, 20 Oct 2022 15:56:01 GMT

@AlanGJP wrote:
Something has triggered Amex to disable my online chat. The chat option (bubble on the bottom right) is not there. Tested on multiple machines, phone, two browers, incognito, etc. (I'm a developer)

It's not there on a Macbook Pro 16", Mac Mini, iPhone, Custom built PC with Windows 11... no blockers installed.

Wife's works fine.

To further confirm, I had my wife login on my main machine... guess what? Chat bubble is there -- works fine.

Called, CSR emailed me a direct link to chat -- it doesn't work. He suggested I call them directly.

-- what on Earth? Anyone else having this issue?

FWIW: I don't harass them lol. I've chatted a handfull of times over the years and they're generally quick and friendly requests. I don't have an immediate need to chat, but with 9 personal/business cards and the majority of my monthly spend, you'd think I would be a bit of a priority... *shrug*

I just checked my account and chat wasn't there.

But as I recall it comes and goes for me.

I don't really care, because I don't usually receive any great service or anything from them. I usually just go on chat when I have some time to kill, and I go in with very low expectations.

Re: Amex disabled my online chat (Confirmed)

UncleB — Fri, 21 Oct 2022 04:16:21 GMT

Just chiming in that chat is gone for me as well. 🤷‍♂️

Re: Amex disabled my online chat (Confirmed)

OmarGB9 — Fri, 21 Oct 2022 04:50:44 GMT

Chat seems to be working for me, at least on the mobile app.

Re: Amex disabled my online chat (Confirmed)

Namaste7 — Fri, 21 Oct 2022 16:01:13 GMT

@UncleB wrote:
Just chiming in that chat is gone for me as well. 🤷‍♂️

Same (desktop and mobile)

Re: Amex disabled my online chat (Confirmed)

MySunrise271 — Sat, 22 Oct 2022 11:19:38 GMT

I sent the question about the chat feature missing on my mobile and desktop AMEX views to their AskAmex twitter account, here's their response

We are facing some technical issues and our teams are actively working to resolve it asap. In the meantime, I can send you a secure chat link. Can you please advise the nature of your concern? Please do not release any personal info via this channel. ^JL

Re: Amex disabled my online chat (Confirmed)

difringe — Wed, 26 Oct 2022 14:47:35 GMT

Has anyone gotten an ETA on when they expect this to be resolved? As someone who works in IT, it really is unacceptable that it's been down for this long.

Re: Amex disabled my online chat (Confirmed)

cashorcharge — Wed, 26 Oct 2022 21:36:06 GMT

May be related....

For the last week, each time I log in...I have chat available...and it says "We need to chat with you about your account, please click LIVE CHAT" and I'm thinking...what? What do you need to "chat" with me about? So I clicked...the rep said..."I see no issue with your accounts or any reason for us to need to chat with you, please disregard this message and sorry for the inconvenience" and that was it. However, logging in the next day...it comes up again. I think "chat" is having an issue for some. I don't think it's something about you specifically @AlanGJP

Re: Amex disabled my online chat (Confirmed)

AlanGJP — Thu, 27 Oct 2022 13:43:03 GMT

@cashorcharge wrote:
I think "chat" is having an issue for some. I don't think it's something about you specifically @AlanGJP

Well, since I posted this, nothing has happened and I've yet to get a chat request. I've given up caring at the moment since my call in took care of the concerns I had. (Confirmation I met the SUB on my Hilton? I did, and received my points a few days ago.) So as long as they fix their chat before I need them again, we're all good. lol

As an aside; When I was looking into it, I noticed on Reddit some people were getting random chat requests from Amex thanking them for being on top of payments and good customers... strange.