Call American Express to cancel, not online
American Express does not let you cancel a card through their website or mobile app. You must call their customer service line to close the account. This is deliberate — the phone call gives American Express a chance to retain you with a retention offer, and it ensures you speak to a person who can confirm the cancellation and answer questions about what happens to your rewards balance.
The number to call is on the back of your physical card. If you no longer have the card, you can find the customer service number on your American Express statement or by visiting americanexpress.com and logging into your account. Have your card number or account number ready when you call.
Key Takeaways
- You must call American Express customer service to cancel; the option does not exist online or in the app.
- American Express will often offer you a retention bonus, lower annual fee, or other incentive to keep the card open — you can negotiate or decline.
- Redeem or transfer any remaining rewards points before you cancel, because points may be forfeited after the account closes.
- Cancellation takes effect immediately when you confirm it on the phone, but allow 7 to 10 business days for the account to fully close in their system.
- Your credit report will show the account as closed, which may temporarily lower your credit score if this card represented a large portion of your available credit.
What happens to your rewards points when you cancel
American Express allows you to keep and use rewards points after you cancel the card, but only for a limited time. You typically have until the end of the billing period following cancellation to redeem your points. After that window closes, any remaining points are forfeited and cannot be recovered.
Before you call to cancel, log into your account and check your current points balance. Decide whether you want to redeem them for a statement credit, transfer them to an airline or hotel partner, or use them for another redemption option. Some American Express cards offer transfer partners like Delta, United, Marriott, and Hilton — if you have points and a transfer partner you value, move them before the cancellation takes effect.
If you have a small balance of points that is not worth redeeming, you can let them expire after cancellation. But if you have a meaningful balance, redeeming before you call is the safer choice.
Negotiating a retention offer during the cancellation call
When you tell American Express you want to cancel, the representative will often offer you something to keep the account open. This might be a statement credit, a waived annual fee for one year, bonus points, or a reduced annual fee. These offers are real negotiating points — they vary by card type, your account history, and how long you have held the card.
You do not have to accept the first offer. You can ask what else they can do, or you can ask for time to think about it. If the offer does not interest you, you can decline and proceed with cancellation. The representative cannot force you to keep the card, and declining an offer will not affect your credit or your relationship with American Express.
If you are canceling because of the annual fee, this is the moment to ask whether they can waive it or reduce it permanently. If you are canceling because you do not use the card, ask whether a lower-tier American Express card with no annual fee is available to you instead — this preserves your account history and credit age without the fee.
The step-by-step cancellation process
Step 1: Call the number on your card or statement. Have your account number ready. Wait for the automated system to route you to a representative, or press the option for account services or cancellation.
Step 2: Tell the representative you want to cancel the card. Be direct. They will ask why, and you can answer honestly or briefly — the reason does not change the outcome. They may offer a retention incentive at this point.
Step 3: Decide on any retention offer. If they offer something, you can accept, decline, or ask for time to consider. If you decline, move to the next step. If you accept, the call ends and your card remains open under the new terms.
Step 4: Confirm the cancellation. The representative will confirm your decision and may ask a final time if you are sure. Say yes. They will provide a confirmation number — write it down or ask them to email it to you.
Step 5: Verify the cancellation in writing. American Express will send you a confirmation letter in the mail within 7 to 10 business days. Keep this letter for your records. You can also log into your account online after a few days to confirm the account shows as closed.
What to do with the physical card after cancellation
After you cancel, you should destroy the physical card to prevent accidental or fraudulent use. Cut it in half or shred it — do not throw it away intact. You do not need to return it to American Express unless they specifically ask you to in the confirmation letter, which is rare.
If you have set up automatic payments or recurring charges on this card, update those before you cancel or immediately after. American Express will not process new charges once the account is closed, so any merchant trying to charge the card will receive a decline. Check your subscriptions, utilities, and other recurring payments to make sure they are switched to a different card.
How cancellation affects your credit score
Closing a credit card can lower your credit score temporarily, usually by 5 to 10 points, because it reduces your total available credit. If this American Express card represents a large portion of your credit limit, the impact may be larger. The effect is temporary — your score typically recovers within a few months as long as you continue to pay other accounts on time.
Your credit report will show the account as closed, and it will remain on your report for up to 10 years. This does not hurt you — closed accounts in good standing actually help your credit history by showing you managed the account responsibly. The score dip comes from the reduction in available credit, not from the closure itself.
If you are planning to apply for a mortgage, car loan, or other major credit product in the next few months, consider waiting to cancel until after you have been approved. If you are not applying for credit soon, the temporary score impact is not a reason to keep a card you do not want.
What happens if you change your mind after cancellation
If you cancel and then change your mind within a short window — usually 30 days — you can call American Express back and ask them to reopen the account. They will often agree to this, especially if you had a good payment history. The account will reopen with the same account number and credit history intact.
After 30 days, reopening becomes harder. American Express may treat a reapplication as a new account, which means a new hard inquiry on your credit report and a new account age. If you think you might want the card back, do not cancel — instead, ask about downgrading to a no-annual-fee version of the same card or a different American Express product.
Frequently Asked Questions
Can I cancel an American Express card if I have a balance on it?
Yes. You can cancel even with an outstanding balance. The balance remains your responsibility and you will continue to receive bills for it. Pay the balance in full or on your regular schedule — canceling the card does not erase the debt. Most people pay off the balance before canceling to avoid the hassle of receiving bills for a closed account.
Will canceling hurt my credit score permanently?
No. The score dip from closing a card is temporary, usually 5 to 10 points, and recovers within a few months. The closed account stays on your credit report for up to 10 years and actually helps your history by showing responsible account management. The only lasting impact is if you cancel many cards in a short time.
What if I have pending rewards I haven't redeemed yet?
Redeem them before you cancel. You have until the end of the billing period after cancellation to use remaining points, but it is safer to redeem before the call. Log in, check your balance, and redeem for a statement credit or transfer to a partner before you contact customer service.
Do I need to return the physical card to American Express?
No, unless they specifically ask in the confirmation letter, which is uncommon. Destroy the card yourself by cutting or shredding it. Do not throw it away intact. You do not need to mail anything back.
How long does it take for the account to fully close?
Cancellation takes effect immediately when you confirm it on the phone. The account will show as closed in your online account within a few days. You will receive a written confirmation letter within 7 to 10 business days. After that, the closure is complete in American Express's system.