Why do I see Amex payments on Emma and not Amex?

This is something we've seen before, and it often relates to a specific feature within your American Express account.

Amex "Plan It" Feature

The most common reason for this discrepancy is if the payment was made via the Amex "Plan It" feature, or a similar repayment plan.

When you use "Plan It," Amex takes a large transaction and breaks it down into smaller, fixed monthly payments. While the original transaction might still show on your main Amex statement, the individual "Plan It" repayments may be categorised differently or not always appear in the same immediate activity feed within the Amex app as standard purchases.

How to Check Your Amex App for "Plan It" Payments

If you're seeing a payment in Emma that you can't immediately spot in your Amex app, we recommend checking the following section in your American Express app:

Open your Amex App.
Navigate to 'Statements & Activity'.
Look for an option called 'Plan It' or sections related to repayment plans or instalments.

You should be able to see the details of these specific payments there.

If you've checked this section of your Amex app and are still unable to reconcile the payment, please get in touch with our support team, and we'll do our best to help you investigate further.

Updated on: 22/09/2025

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