Priority Pass on Platinum complimentary card

[sngx]

I recently upgraded from Amex Gold to Platinum. I had set up a Priority Pass account back when I got the Gold card, and it looks like the Priority Pass website/app still recognizes that I’m a card holder. However I also got a Platinum complimentary card for my SO, and she can’t seem to sign up to Priority Pass through the PP website. Has anyone else had this issue, or is there a particular method that complimentary card holders have to use to sign up?

[Blair Waldorf Salad]

You should both receive new PP cards in the post along with new membership numbers. They don’t just extend your existing Gold PP.

[sngx]

Oh – I haven’t received anything from PP, just the welcome pack from Amex – it’s been over a month now, so it’s unlikely that I’ll be getting it at this point. Thanks for letting me know. I’ll try calling PP to see if we can get cards and/or membership details sent.

[directordash]

I signed up a friend for Platinum comp card (second on the account, so paying for it) and they were able to register for PP without receiving the physical card. Sure enough, tried myself for the first comp cardholder and you can get the digital membership before you receive the physical pack from PP.

This was a few months back, but I think if you go through the Amex benefits portal, that’s how we did it.

[sngx]

OK, a couple of updates:
* Priority Pass have in fact just extended my previous PP membership number. I found an email with my membership number from a few years ago, and compared it to the membership number listed on my Amex enrolment summary page – they are identical.
* My SO is missing an option in the Benefits & Help menu. I get a Platinum Benefits option, and when I click through I get a Manage your benefits option which takes to all the things I can enroll in e.g. PP or Hilton Honors Gold. She does not have that Platinum Benefits sub-menu, and if she wades through the available options and finds an Explore Benefits link, she get this message:

Thanks for logging in with the additional Card on your account, to view and manage your optional Card benefits please log in using the details for your main primary Card instead.

Any idea what I can do to get her the PP membership she should be entitled to?