Issues with Amex Online Login. Frustrated

[kudosalert]

Called CS after trying different ways to access my account (different browsers, clearing cookies, incognito mode). CS said that it shows i've logged into my account but i always get a message to call the number on the back of my card. There are no other options available to me. Anyone else have this issue? I have limited access via the mobile app but it's frustrating because even the Amex ppl dont know what's going on.

[FinStar]

Sounds like this might need some escalating to their IT customer support department.  On the surface, it appears like it's unable to authenticate your information to log in. 

Otherwise, if you only have 1 AmEx account, perhaps have them unlink the CC from the current User ID, create a new one and have them manually relink the accountto the new one.   Just a thought. 

[Save-n-Invest]

Sorry for your troubles. I was able to log in today. As to Amex people unable to explain Amex issues that's par for the course IMHO.

[kudosalert]

Yeah I think that's the next step. Thanks

[UncleB]

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@FinStar wrote:

Sounds like this might need some escalating to their IT customer support department.  On the surface, it appears like it's unable to authenticate your information to log in. 

Otherwise, if you only have 1 AmEx account, perhaps have them unlink the CC from the current User ID, create a new one and have them manually relink the accountto the new one.   Just a thought. 

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+1

"Back in the day" (late 90s) I had an Amex Green card that out of the blue started prompting the cashier to "Please Call" every time I used it.  When the cashier would call it would be approved.

After the first time I called Amex and was told there was no issue on their end, that it was likely a fluke.  After a couple of days when the problem continued (literally every in-person purchase) I called them back, and was again told there was nothing wrong.

After about a week I called back and was understandably at wits' end, and they still saw nothing wrong with my account.  The CSR sensed my frustration, and as a last-resort suggested that I let her send me a replacement card.  I hesitantly went along, although I didn't see what difference it would make.  I got the new card a few days later, and I never had the problem again. ¯\_(ツ)_/¯

TL;DR:  If you're unable to get anywhere with resolving the problem give unlinking/relinking a try... sometimes a 'fresh start' is all that's needed.

[kudosalert]

finally figured out what was wrong after about 7 calls. i'm currently travelling outside the US so Amex has deemed some of the local ISPs as insecure. i can log on using my phone mobile data via Chrome but not the mobile app. nothing over wifi works. it's a bit annoying but at least now i can have full access to my account. 

[Anonymous]

Interesting, is this a common occurance with eveyone traveling outside the U.S.?

While I don't forsee myself ever needing so do so, it would be frustrating to have happen. I guess this can be a DP to take care of any online matters before you leave. Then again I'm only outside of the Country for a couple weeks max on vacation, this would only be a problem if it were extened stays. 

[kudosalert]

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@Anonymous wrote:

Interesting, is this a common occurance with eveyone traveling outside the U.S.?

While I don't forsee myself ever needing so do so, it would be frustrating to have happen. I guess this can be a DP to take care of any online matters before you leave. Then again I'm only outside of the Country for a couple weeks max on vacation, this would only be a problem if it were extened stays. 

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been a decade since i've had an account with Amex so it was new to me. i dont have any issues with other banks. it was a problem bc it was pretty close to my payment date so i had to make the payment over the phone. with the mobile app you can login but no other functionalities are available. so just to summarize what to do if you run into this problem. 

the error message is: we cannot authenticate your account. please call the number on the back of your card

fix: turn/get off wifi network. make sure you have  mobile data access. open a browser on your phone and go to www.americanexpress.com/us. login with your usual details. 

dont bother with: calling Amex; having them reset your password; trying different browsers; trying a different computer; resetting your cookies/browsing histories (i went through this multiple times with multiple CS)