Issues with Amex Plat Travel Card PIN

[NeoOnWheels]

Facing weird issues while using my AMEX Platinum Travel Card which I recently received.

1. While ordering the card, I set PIN as "A" for e.g.
2. On Website, I set it to "B"
3. Went to a physical store and while paying used PIN "B", it did give incorrect PIN.
4. Realized that with Amex things are different, so 2nd attempt used PIN "A" and it did error out as incorrect PIN, then used PIN "B", again it error out saying Incorrect PIN
5. Frustrated, used my Infinia card to complete the payment
6. When I came home, again reset the PIN to "C"
7. Went to offline store and this time used PIN "B" first and then PIN "C". Both times it error out saying Incorrect PIN

I am at loss as to how to now resolve this. Anyone has any inputs to come out of this mess?

 

[SSV]

Even while changing the PIN. Amex app/ website tells you to use old pin for next one txn

Interesting . . @NeoOnWheels have you observed this??

 

[NeoOnWheels]

Now my issue is, which OLD PIN I should use? Is it PIN "A" or PIN "B". My current PIN is "C". Wonder why AMEX makes it so complicated.

 

[D₹V]

Now my issue is, which OLD PIN I should use? Is it PIN "A" or PIN "B". My current PIN is "C"

Try with A first

 

[shutapdiya]

Try with A first

I would recommend the same

 

[SSV]

So after PIN change:
1) For 1st transaction, use old PIN
2) For 2nd transaction onwards use New PIN..

Is this what you meant to say?? Very strange..

Actually to start with, asking to set the PIN during application process itself is Very Strange..
( why do we need to set a PIN for a card that doesn’t exist at that time)..
Amex wanted to be different from the rest of the crowd..it seems by providing some extra service doing this

 

[SSV]

Now my issue is, which OLD PIN I should use? Is it PIN "A" or PIN "B". My current PIN is "C". Wonder why AMEX makes it so complicated.

Trying to be smart to establish as a distinguished service provider, in the process proved to be Over Smart

 

[aayusharyan]

Actually to start with, asking to set the PIN during application process itself is Very Strange..

This is a common practice in other Countries. I don't know about Australia, but I can say for Asian countries. I know this is the case with Vietnam, Malaysia and Japan. A very common practice. They ask for PIN in the application itself.

 

[SSV]

This is a common practice in other Countries. I don't know about Australia, but I can say for Asian countries. I know this is the case with Vietnam, Malaysia and Japan. A very common practice. They ask for PIN in the application itself.

Understand .. .

 

[NeoOnWheels]

As luck would have it, I have now completely forgotten what is my PIN "A" which I set while ordering the card 😆 . Called up the customer care and the only way to resolve this is to order a replacement card. What a silly system of Amex to address this issue.

Instead they could send the card in deactivated state and ask customers to activate the card by setting the PIN of their choice.

 

[aayusharyan]

As luck would have it, I have now completely forgotten what is my PIN "A" which I set while ordering the card 😆 . Called up the customer care and the only way to resolve this is to order a replacement card. What a silly system of Amex to address this issue.

Instead they could send the card in deactivated state and ask customers to activate the card by setting the PIN of their choice.

So, if I forget the PIN. Even after resetting it, will not work? I need to order a replacement card just because I forgot the PIN code. Daaamn 🤔

 

[NeoOnWheels]

So, if I forget the PIN. Even after resetting it, will not work? I need to order a replacement card just because I forgot the PIN code. Daaamn 🤔

Yes, if u forget the older PIN (after you set a new PIN) then you have to replace the card. You cannot transact without older PIN and there is no way to reset everything for you to create a new fresh PIN like you do while applying for a card.

 

[NeoOnWheels]

Today got a replacement card and while activation set a new PIN. Now I would always remember this PIN my entire life 😆

 

[aayusharyan]

Today got a replacement card and while activation set a new PIN. Now I would always remember this PIN my entire life 😆

Tell me, I will keep it for safekeeping. /s

 

[SSV]

Today got a replacement card and while activation set a new PIN. Now I would always remember this PIN my entire life 😆

See that is the big advantage that Amex provides you.. life lasting PIN… brought to you by —Amex's best customer experience … 🤣 🤣

 

[coolguy1]

Just spoke to customer care. They asked me to use PIN "A" and then PIN "C". I will test this out this week and update. Mean time when I asked if they can delete my PIN and let me create a new PIN. It might sound strange but there is a guideline to create PIN/Change PIN while on the website and in the app there is NO option to "Create PIN". Its only View/Change PIN.

When there is no option to create PIN, that means the same PIN has been copied from the old Amex card that you hold.
So, you had Card A and you applied for Card B and added it to your Amex app so now your card A pin is also card B's pin.

I had a Plat card, applied for another variant of Plat Card so now both my Plat Cards have the same pin.
When I got a new gold card, it asked me to create pin so now there's a new pin for Gold card that I generate and use directly.

And since you changed your pin to pin B, your pin A was still your old card's pin so that should be used first offline then from next time onwards, you can continue to use your pin B everywhere.

(All of this might sound complicated but when you do it in reality, it takes less a minute)

 

[NeoOnWheels]

When there is no option to create PIN, that means the same PIN has been copied from the old Amex card that you hold.
So, you had Card A and you applied for Card B and added it to your Amex app so now your card A pin is also card B's pin.

I had a Plat card, applied for another variant of Plat Card so now both my Plat Cards have the same pin.
When I got a new gold card, it asked me to create pin so now there's a new pin for Gold card that I generate and use directly.

And since you changed your pin to pin B, your pin A was still your old card's pin so that should be used first offline then from next time onwards, you can continue to use your pin B everywhere.

(All of this might sound complicated but when you do it in reality, it takes less a minute)

I asked the customer care executive who ordered replacement card for me to delete the current card PIN, so I got an option to "Create" PIN when I activated my new card rather than "Change" PIN option.This was all done on her recommendation. There is NO option to create PIN once its set the very first time.

 

[coolguy1]

I asked the customer care executive who ordered replacement card for me to delete the current card PIN, so I got an option to "Create" PIN when I activated my new card rather than "Change" PIN option.This was all done on her recommendation. There is NO option to create PIN once its set the very first time.

Perfect! That's even better.

Now you don't need to worry about any old pin and can use this new pin directly from the first transaction. 🙂

 

[NeoOnWheels]

Final update:

I used the PIN set for my replacement card at POS and it worked. Also got an email from Amex saying now my PIN is activated and I would need to use this PIN every time I transact at POS.

We can officially close this thread now.

Solution:
1. You cannot create PIN once you set it while ordering Amex card. You would need this PIN on 1st transaction if you happen to change the PIN after card delivery. Every time you change the PIN, you would always have to use old PIN first and follow up transaction would need new PIN.

2. If you happen to forget the old pin, you can view that on Amex website in your account OR Amex app. If you change PIN and then forgot the older one which is required for 1st transaction post PIN change, ONLY way is to order a replacement card and then use activate card link to create a PIN.