Your questions answered
Here are the questions most people ask about OnePay before they apply – and all the answers you're looking for.
How can I find out my account number and sort code?
Your account number and sort code are on the paper work we sent with your card. In addition you can find these, anytime of day or night, by logging into your online account.
How can I access my online account informtation?
If you want to login to your account or are having any difficulties accessing your online account please visit our Online Account FAQ page
How do I apply?
To open a OnePay account you need to work for an agency or employer that is part of the OnePay scheme. If you have been issued with a reference number by your employer you can apply here. If you don’t have a reference number, or are not sure whether or not your employer is part of the scheme, enter your employer’s name in the Agency Reference box on the application form and we will contact you for further details.
When will I receive my OnePay card?
If you provided an agency reference during the card order process you would normally receive your card within 7 days. If you provided your employer’s name then it may take a little longer.
What do I have to do to activate my card?
When you receive your OnePay card, you will need to activate it immediately. You can do this by calling OnePay on 0113 320 1900.
Will I get paid late?
No. Funds will normally be credited to your account within 30 minutes of being received.
I don’t have a bank account, can I still get a OnePay Account?
Yes, as long as you are legally resident in the UK.
I already get paid into a bank account, is OnePay right for me?
That depends. If you already have your own account with a debit card then a OnePay Account may not be right for you. On the other hand, if you share a bank account or only have a basic ‘cash’ account then a OnePay Account is ideal for you.
How much will it cost?
This depends on your account type. You can choose from one of our weekly accounts starting from as little as £2.95 per week or choose our Pay As You Go account. Our account fee structures, complete with usage fees are available to view within our terms and conditions.
How will I get my money?
Once you have been paid you can access your money at cash machines and use your card in shops or online wherever Visa prepaid cards are accepted. What’s more you don’t have to spend all your money at once. Any unused funds are kept ready for you to use whenever you want.
What happens if I move agency or change employer?
No problem. Simply give your new agency or employer the sort code and account number we sent you. Your wages will automatically go to your account.
Is it like a credit card?
The OnePay card is not the same as a credit card – though it does share many characteristics with a credit card. With a credit card you are effectively borrowing money from the card issuer whilst your OnePay account simply gives you access to funds that have already been added.
How can I check my balance and whether I have been paid?
The fastest way to check your balance is to call our automated telephone service. Simply call 0113 320 1900 and choose the check balance option on your keypad. You’ll need your account number and CVV number (last three digits of the number on the signature strip on the back of your card). You can also check your account balance at most cash machines and 24/7 online via our website.
Do I have to get all my money at once?
No – you can take out an amount that suits you. You can leave money on your account from week to week, safe in the knowledge that it is waiting there for you when you need it.
Daily withdrawal limits are set out in our terms & conditions.
If I lose my card will I lose my money?
As long as you keep your PIN secret then if you lose your card, your cash should be safe. Call the lost and stolen helpline immediately on 0113 320 1900 and we will cancel your current card and arrange for the issue of a new one. Any money you have on your account will be available once you receive your new card. Remember the sooner you report the loss the better chance we have of protecting your money.
What do I do if I lose my card?
If you lose your card you must let us know as quickly as possible. Call us anytime day or night on our lost or stolen helpline number 0113 320 1900. The quicker we know the more chance we have of protecting your money.
What are the Terms and Conditions?
Use of the OnePay Account and Visa Payroll Card is subject to the Terms and Conditions accepted during the application process. An up to date copy is available here.
How Do I Get My PIN?
You can get your at anytime by calling 01133 201900 and using the automated PIN reveal service. You will need to have your card with you when you call along with the mobile telephone number you have registered to your account. If this is a new card then you will receive a paper PIN in the post 2 to 3 days after your card – but you can use the automated service to get it much quicker if you wish.
What should I do if I have a complaint?
We are committed to providing outstanding customer service. If you have a complaint we aim to resolve the matter quickly and satisfactorily by the end of the next business day. We take all complaints very seriously and do our best to provide a fair complaints procedure and to listen to and resolve any issues you have encountered. You can view our full complaints procedure here. You can talk to us about any issues you have by calling 01133 201900 or by emailing firstname.lastname@example.org