---
title: "American Express cardholder address not verified - Payhawk Help Center"
slug: "the-cardholder-address-is-not-verified"
description: "If the cardholder address isn’t verified, learn why it happens, what to check, and how to complete verification in Payhawk."
updated: 2026-10-28T14:37:11Z
published: 2026-10-28T14:37:11Z
canonical: "payhawk.com/the-cardholder-address-is-not-verified"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://payhawk.com/help/llms.txt
> Use this file to discover all available pages before exploring further.

# The cardholder's address of a virtual American Express Card is not verified

When issuing or activating a virtual American Express Card via Payhawk, a cardholder may encounter an error message indicating that the address provided could not be verified by American Express.

![Warning about unverified address for American Express cardholders requiring valid U.S. address.](https://storage.googleapis.com/payhawk-cdn/Adm%3AAcc%3AEmp%3A%20US%20docs/edit-personal-info-virtual-amex_v2.png)

This error occurs because the address validation process used by American Express checks the cardholder’s billing information against its internal records through the Address Verification Service (AVS).

In this case, the address required for verification is the virtual cardholder’s personal address, not the billing address associated with your company’s Main American Express Card that is linked to the company’s Payhawk account. American Express uses the individual cardholder’s personal details to confirm ownership and prevent identity or payment mismatches.

To handle this issue, make sure the cardholder has entered their correct personal address. To update their personal address, employees need to:

1. Click on their profile picture.
2. Select **Manage profile** and enter their personal address.

If the issue persists:

1. Double-check for address formatting errors (for example, missing street numbers, postal codes, or abbreviations).
2. Contact American Express customer service to confirm the address used for AVS verification.