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Programme Administrator
User Management
Programme Maintenance New Card Applications Card Maintenance Statements & Payments
Rewards & Benefits Resource Centre Business Travel Account Form Centre Notification Centre
@
Work
Home
Welcome Programme Administrator
Introducing Need Help?
on American Express
®*
TAKE CONTROL OF YOUR CORPORATE CARD PROGRAMME AND
BUSINESS TRAVEL ACCOUNTS
American Express has upgraded @ Work to include the Need Help? experience.
Here, you can make requests and process forms and queries – all in one place.
And we’ve included step-by-step instructions to help you along the way.
*Currently available on UK @ Work only
What’s New:
50+ new request
types can now be
handled online
CREDIT BALANCE
REFUNDS
Process your request
online from the Card
Maintenance option.
UPLOAD DOCUMENTS
Securely upload your
forms and documents
directly into your requests.
EMBEDDED FORMS
Find the correct forms
now integrated seamlessly
within the enquiry process.
BULK REQUESTS
Save time by processing
multiple queries/Cards in
one request.
Need Help? is accessible from the @ Work homepage.
See how it can support you.
STATEMENTS & PAYMENTS
Make statement requests,
fee and payment enquiries,
and more.
FORM CENTRE
The forms you need, all in
one place.
NOTIFICATION CENTRE
Track the status of your
queries/requests and see
which items need your
attention or action.
PROGRAMME ADMINISTRATOR
USER MANAGEMENT
Create, modify, or remove
Programme Administrators.
PROGRAMME MAINTENANCE
Check Account status, make
balance enquiries, and more.
NEW CARD APPLICATIONS
Apply for multiple Cards
online and easily get
employees onboarded.
CARD MAINTENANCE
Cancel and replace Cards,
process credit balance refunds,
and make routine requests.
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To access Need Help, you must be enrolled in @ Work
@ Work is an online tool to help you make the most of your Corporate
Card programme. Manage and track expenses, gain business insights,
set up alerts, and more. Click here to enrol today.
SEE FAQ
ON NEXT
PAGE
What is Need Help?
Need Help? is a one-stop online experience for Programme
Administrators (PAs) to open requests or queries and
get the help they need to manage their Cardmember
programme. Instead of emailing or calling to get
assistance, the PA can simply log on to @ Work and access
Need Help? to quickly manage their enquiries with ease.
Some query examples include: credit balance refunds
or transfers, write-o requests, balance enquiries or
Account status questions, statement requests, updating
PA information, or replacing a Card. You can also cancel or
add a Card to your Account. All of the forms you need are
integrated within the enquiry process, and you can upload
the completed forms directly into your query.
How do I access Need Help?
Within the UK, Need Help? can be accessed from the
homepage of @ Work. Simply log in to @ Work and select
‘Need Help?’ at the top of the page, and then you will be
taken to the new experience.
I want to use Need Help? but I am not enrolled in
@ Work. How do I enrol?
Option 1:
If there is an existing PA who can access @ Work in
your company from the Need Help? homepage,
ask them to raise a new request on your behalf under
‘Programme Administrator User Management’
& ‘Add a Programme Administrator.’
Option 2:
If there are currently no registered PAs who have
access to @ Work in your company, then please
download, complete, and sign this form and email
it to UKPAservicingenrollments@aexp.com.
How do I know if my request/query has
been submitted?
After you submit your request/query, you will receive a
unique case reference number. You can check the status
of your request at any time by visiting the Notication
Centre, which is located on the Need Help? homepage.
If we need any additional information or the case has
been resolved, you will also receive an email directly in
your inbox.
What if I can’t get my queries resolved within
Need Help?
Call 0800 917 8230 quoting your unique case
reference number.
I am a regional PA who is responsible for the UK and
other EMEA markets. In which markets is Need Help?
available?
As of now, Need Help? is in the UK market only. Contact
channels in the other markets, aside from the UK, will
remain the same. If you have multiple @ Work proles,
simply switch countries on the main homepage, and you
will see Need Help? appear on the toolbar.
How can I keep track of progress on Need Help?
requests submitted by another authorised PA?
The Notication Centre within Need Help? will allow
you to fully keep track of the request status and even
respond to American Express with further information
and documentation if required. However, this is only for
requests that you have raised yourself. If required, you can
request additional PAs are copied into Need Help? closure
and missing information notications by requesting
this in the ‘Additional Information’ eld when raising a
request. For example: ‘Please copy (email address) on all
correspondence related to this case.’
I’ve been copied into a closure notication for a
request raised by another authorised PA. Can I review
the specic information?
If possible, please ask the PA who raised the initial request
to log in and review the information within the Notication
Centre. If this is not possible, then please either call
or raise a live chat interaction quoting the specic
Need Help? reference number found within the email
notication. If you are authorised, a representative will be
able to provide you with the required information.
I’ve been copied into a missing information
notication for a request raised by another authorised
PA. How can I provide the required information?
If possible, please ask the PA who raised the initial
request to log in and review what missing information
is required within the Notication Centre. They will also
have the ability to respond and upload any additional
documentation straight into the request. If this is not
possible, then please either call or raise a live chat
interaction quoting the specic Need Help? reference
number found within the email notication. If you are
authorised, a representative will be able to inform you
about what is needed, and you can provide the information
either over the phone or within the live chat interaction.
Please note: If documentation is required, you may be
asked to create an additional Need Help? case which will
allow you to use our document upload function. To ensure
the two requests are connected, it is important that you
provide the existing Need Help? request reference in the
additional eld of the new request.
Need Help? on American Express
®*
Frequently Asked Questions
*Currently available on UK @ Work only
