Amex SafeKey going to the wrong card holder

sausage_time

Just checking if anyone else is seeing this.  For years, "his and her" Amex 2FA SafeKey codes were sent by SMS to "his and her" mobile phones respectively.  At some point I installed the App and enabled push notifications on that (versus a SMS text).  So far so good, and seemed to be working well.  Then about a month ago, when the secondary cardholder tries to make a purchase online that needs 2FA, the App on my phone pops up the confirmation.  Now, when we are both on the same sofa that's not much of an issue.  But post pandemic that may not always be true.
I have had several chat sessions with Amex and called them, and they assure me that this should not be happening and that everything is set up properly.   On the call they were trying to tell me it's the purchase confirmation I am seeing - it most definitely is not.  Anyway, they want me to screen grab if it happens again so their tech team can investigate. 
Is anyone else seeing this?

[Deleted User]

Does the other person have the app?

sausage_time

No, I'm the primary card holder and so can access all offers etc on both cards on my app.  Secondary card holder has no need for or interest in the app.

funkycredit

In my case I was advised by Amex that the additional cardholder must set up their own access and in doing so the 2FA goes to their mobile. I've got several Amex cards and when my daughter, one of the additional users, made an online purchase it was my phone that alerted me. However since she's downloaded the app and added her own details to that card, she gets her own 2FA notifications now. 

One issue is she must use my address for billing but a few companies only allow delivery to same address as billing; all very strange! 

sausage_time

funkycredit said:

In my case I was advised by Amex that the additional cardholder must set up their own access and in doing so the 2FA goes to their mobile. I've got several Amex cards and when my daughter, one of the additional users, made an online purchase it was my phone that alerted me. However since she's downloaded the app and added her own details to that card, she gets her own 2FA notifications now. 

Well, that's just crazy.  Amex can't assume that an additional cardholder has a smartphone, or is motivated to install their app.   It worked well for long enough - Alerts on my app to me, SMS to their phone for them.  The other irritation is that in multiple chats/phone calls trying to sort it out I have not been told this.

sausage_time

This issue was solved back in 2021 - with no further action taken by us.  2FA on my card to my app, 2FA on her card to SMS.  Perfect.   But now it has regressed again and my wife's 2FA is going to my app again!   Amex seem unable to solve this.  Again.

Anyone else seeing this?

DullGreyGuy

How did you fix it last time?

Your secondary cardholder can create a log in etc online without ever having to use it again or install the app

sausage_time

As noted, didn't do anything before to resolve.  It just started to work properly.  Guess we can set up an account, what a nuisance.

DullGreyGuy said:

How did you fix it last time?

Your secondary cardholder can create a log in etc online without ever having to use it again or install the app