---
title: AMX Portal FAQs
description: Quick answers to the most common questions about our services, customer portal, billing, and driver requirements.
---

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1. [AMX Help Center](https://americanexpediting.com/help-center?hsLang=en-us)
2. [Customer Portal](https://americanexpediting.com/help-center/customer-portal?hsLang=en-us)
3. [Getting Started - AMX Portal FAQs](https://americanexpediting.com/help-center/customer-portal?hsLang=en-us#getting-started-amx-portal-faqs)

November 18, 2025

# AMX Portal FAQs

### **American Expediting – Dispatch Science Portal Customer FAQs**

#### Welcome to the new American Expediting Customer Portal, powered by Dispatch Science! Below are answers to frequently asked questions to help simplify on-boarding.

#### Be sure to check out our **[short videos](https://americanexpediting.com/help-center/customer-portal?hsLang=en-us#tutorial-videos)** and user guides.

**Getting Started - Initial November 17 Go-Live**

**Q: When did AMX change shipping portals?**  
A: AMX moved to Dispatch Science on November 17, 2025.

**Q: Are all locations and prior brands, including Canada, on the same portal?**  
A: Yes, all locations (US and Canada) are using the same portal, powered by Dispatch Science.

**Q: How do we activate our company account?**   
A: We have identified at least one user for every customer account. This person(s) will receive an email with instructions to activate the Dispatch Science (DS) portal account.

**Q: Can I create a template in the new portal during the view-only period?**  
A: Yes. Customers can create templates during the view-only period to prepare for launch.

**Q: Will I be able to see my contacts before the portal is live?**  
A: Yes. Customers can view, add, and edit contacts during the view-only period.

**Q: How do I find my account number?**  
A: You can find your account number on your **first** invoice or contact your Account Manager who can provide it for you. 

**Q: Why did my account number change**  
A: As a result of multiple acquisitions over the years, we have found duplications of account numbers. Your services and account history remain the same—only the number has changed.

**Q: Our business is moving/has moved, how do we update our account?**  
A: **Submit a support ticket** and request updates for your account.

**Q: What web browser works best with the new portal?**  
A: The portal works best on **Google Chrome**, **Microsoft Edge**, or **Safari**. Please avoid using Internet Explorer, as it’s no longer supported.

**Q: Do I need special permissions or software to access the portal?**  
A: No — the portal is fully web-based. You only need an internet connection and your login credentials.

**Q: Can multiple users log in at the same time?**  
A: Yes — multiple users can access the same company account simultaneously. Each user must have their own login credentials for security.

**Q: What should I do if I forget my password?**  
A: On the login page, click **“Forgot Password”**, enter your email, and follow the instructions in the reset email.

**For Drivers**

**Q: Driver app; what do I need to download?**  
A: Drivers can download the Dispatch Science Driver App from the App Store or Google Play. Regular portal users do not need to download an app—access is via web browser.

**Q: Where can I find training for the app?**  
A: Drivers can access our app training [here](https://share.articulate.com/vHCtL9WoeVsgI0dzxArPA)

**Q: If I need support with the app, who do I contact?**  
A: Please contact your local site manager for assistance with app issues.

**Q: Where do I go if I have questions about my settlements?**  
A: Please visit and/or contact **[Openforce](https://oforce.com/)** to view your current settlements.

**Q: How fast do I need to accept a job in dispatch science driver app?  
A:** Jobs will be dispatched only through the driver app, and will be deployed to the closest proximity and available contractor. Each contractor will have 3 minutes before it will auto-delcine and move to the next available.

**Q: If I am pre-assigned a route, will I have to accept in dispatch science daily?**  
A: Yes.

**Using the Portal**

**Q: Are addresses validated?**  
A: Yes. Any address used for a shipment will be validated for accuracy. 

**Q: How do I track a package in the portal?**  
A: Go to Orders → List or Dashboard → Recent Orders. Click the Order ID to view real-time tracking details, driver info, and delivery status.

**Q: Can I change my metrics?**  
A: Yes. At the parcel level, you can switch between Metric and Standard for package weight and dimensions.

**Q: How do I create a new order?**  
A: From your dashboard, click **“New Order”** and enter the pickup, delivery, and package details. You can save frequently used addresses or service types as templates for next time.

**Q: Can I duplicate an existing order?**  
A: Yes — open a past order and select **“Duplicate”** to copy details into a new shipment form.

**Q: Can we create templates for recurring orders?**  
A: Yes. Access previous orders via the My Orders tab. Once in the table view, you can select any order to build a template. For more assistance, contact your account manager.

**Q: Can I cancel or edit an order after it’s submitted?**  
A: If the order has not yet been dispatched, you can edit or cancel it directly in the portal. Once assigned to a driver, please call or email dispatch for assistance.

**Q: Can I get notifications or updates for my orders?**  
A: Yes — you can enable email or SMS notifications for pickup, delivery, and exceptions in your user preferences.

**Q: Will the portal show proof of delivery (POD)?**  
A: Yes — PODs, including signatures and time stamps, are available under each completed order’s details.

**Data Migration (eCourier -\> DS)**

**Q: What if I need reports or data?**  
A: Run reports directly in the DS portal under Reports, or export your data from eCourier before it’s decommissioned.

**Q: Are my contacts moving over to the new portal?**  
A: Yes. Your eCourier address book will automatically transfer to the Contacts section in the DS portal.

**Q: Will any of my saved package information be saved and brought over from eCourier?**  
A: Unfortunately, no. Saved package templates from eCourier will not migrate. We recommend creating new templates.

**Q: What historical data will be available in the new portal?**  
A: You’ll see new shipments and contacts in the new portal. For prior shipment history, please export from eCourier before it’s retired or contact your account manager for assistance.

**Q: Can I merge my eCourier exports into the new system?**  
A: Not directly. However, you can save your exported files for reference and upload key data into templates manually if needed.

**Q: Will my saved delivery instructions transfer?**  
A: Custom delivery notes or instructions will not automatically transfer. Please review your templates and add any standard notes to your new DS templates.

**Operations & Support**

**Q: What email address should I use to submit an order?**  
A: The portal is the fastest way to enter orders. However, you may email orders to [orders@amexpediting.com](mailto:orders@amexpediting.com)

**Q: What happens if there’s a system outage?**  
A: In the rare event of an outage, you can place orders via email ([orders@amexpediting.com](mailto:orders@amexpediting.com)) or by calling our Care Center.

**Q: Will my pickup and delivery zones change?**  
A: No — your current service zones remain the same. However, response times may improve with optimized routing in the new portal.

**Q: How can I check delivery performance or on-time stats?**  
A: The portal includes reporting tools that show on-time performance, order volume, and delivery status metrics.

**Accounting & Billing**

**Q: I need my invoice in a different format, how do I make a change?**  
A: Invoices can be downloaded as PDFs. For alternative formats, contact our accounting team at: accounting@amexpediting.com

**Q: How do we set up for credit card payments?**  
A: In Billing Information → Payment Methods, click Add Payment Method and select Credit Card. Enter your card details.

**Q: Will my billing cycles change with the new portal?**  
A: No — your existing billing schedule and terms will remain the same. The DS portal simply provides a new way to view and manage invoices.

**Q: Can I download a statement or summary of invoices?**  
A: Yes — go to **Reports → Invoices** and select your date range. You can download a statement in PDF format.

**Q: Will my existing payment methods carry over?**  
A: For security reasons, stored payment information does not migrate. You’ll need to re-enter your credit card or payment details in the DS portal once it’s live.

**Security & Permissions**

 

- [Customer Portal](https://americanexpediting.com/help-center/customer-portal?hsLang=en-us#main-content)

    - [Brand Retirement](https://americanexpediting.com/help-center/customer-portal?hsLang=en-us#brand-retirement)
    - [Tutorial Videos](https://americanexpediting.com/help-center/customer-portal?hsLang=en-us#tutorial-videos)
    - [Getting Started - AMX Portal FAQs](https://americanexpediting.com/help-center/customer-portal?hsLang=en-us#getting-started-amx-portal-faqs)
    - [AMX Portal Billing & Invoice FAQs](https://americanexpediting.com/help-center/customer-portal?hsLang=en-us#amx-portal-billing-invoice-faqs)
    - [AMX Portal Orders](https://americanexpediting.com/help-center/customer-portal?hsLang=en-us#amx-portal-orders)
    - [Submitting a Support Ticket](https://americanexpediting.com/help-center/customer-portal?hsLang=en-us#submitting-a-support-ticket)
    - [Resources](https://americanexpediting.com/help-center/customer-portal?hsLang=en-us#resources)
- [AMX Knowledge Base](https://americanexpediting.com/help-center/amx-knowledge-base?hsLang=en-us#main-content)

    - [Delivery Services](https://americanexpediting.com/help-center/amx-knowledge-base?hsLang=en-us#delivery-services)
    - [Fuel Surcharge](https://americanexpediting.com/help-center/amx-knowledge-base?hsLang=en-us#fuel-surcharge)
    - [2026 General Rate Increase](https://americanexpediting.com/help-center/amx-knowledge-base?hsLang=en-us#2026-general-rate-increase)
- [Drivers](https://americanexpediting.com/help-center/drivers?hsLang=en-us#main-content)

    - [Working with Us](https://americanexpediting.com/help-center/drivers?hsLang=en-us#working-with-us)

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