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Are you a OnePay customer, looking for assistance with your OnePay Mastercard®?

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How many workers do I need to use OnePay?

You can use OnePay if you have one worker or 1,000 workers. If you’d like to find out more about our services register your interest and we’ll get back to you.

How quickly can we get up and running?

On average it takes 7 days to register you as an approved OnePay agency or employer and start to create OnePay accounts for your workers.

How long does it take to get an account number and sort code?

Once we have received a fully completed application form and you have sent the application over to us, you can have an account number and sort code within 24 hours.

Do I need payroll software?

No. You can pay your workers just as you would if they had a UK bank account.

How do I register my workers for OnePay?

Your worker will need to fill in an application form with you, once this form is completed just send it over to us and we’ll do the rest.

Which of my workers are eligible?

Any of your workers that have the right to work in the UK are eligible to apply for a OnePay for you account.

Do you have any information I can give my workers?

We want your workers to understand the benefits of OnePay and know how their account works, which is why we create leaflets and guides in multiple languages. To find out more about the printed material we can give you, call us on 0113 320 2900 or email us at

Will my workers need a credit check?

No, credits check are not a requirement.

Who do OnePay partner with?

We are a recognised service partner of the Association of Labour Providers (ALP), you can find out more about them here.

Is OnePay FCA approved?

The OnePay card is issued by PSI-Pay Ltd pursuant to a license by Mastercard® International Incorporated. PSI-Pay Ltd is authorised and regulated by the Financial Conduct Authority of the United Kingdom under the Electronic Money Regulations 2011 (register reference 900011) for the issuing of electronic money Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated. Using the OnePay card and account is subject to our terms & conditions that can be viewed and downloaded at


What languages do the OnePay customer service team speak?

Our in-house translators speak Romanian, Russian, Spanish, Lithuanian, Polish and Bulgarian.

How will my workers be paid?

Payments are sent electronically, just like your other wage payments.

Can workers access their money on payday?

Yes, workers can usually access their wages 30 minutes after we have received the funds (provided the payment was made via BACS).

How do workers activate their card?

Your worker will have to call 0113 320 1900 then choose the activation and PIN management option to activate their card. There will be a series of prompts for them to follow, once they have passed security their OnePay card will be activated, and they will hear their PIN.

They will also receive a paper copy of their PIN in the next 2 – 3 working days after they have received their OnePay card.

Workers can also activate their card by setting up an online account, which they can do here.

How do my workers know if they’ve been paid?

There a few ways workers can check if they have been paid. They can check at an ATM, log in to their online account, or they can ring 0113 320 1900 for a balance check.

Do you have any information I can give my workers?

We want your workers to understand the benefits of OnePay and know how their account works, which is why we create leaflets and guides in multiple languages as well as providing them with an information pack when they sign up. To find out more about the printed information we can give you, call us on 0113 320 2900 or email us at

My worker has a query, who should they contact?

If your worker has any queries about their OnePay for you account they can call 0113 320 1900 and our multilingual customer service team can advise them.

My worker can’t log in to their account

Your worker may need to complete the first-time log in process or may have entered the wrong username or password. If they have completed first-time log in previously and/or updated their username or password and are still having trouble they can call our customer service team on 0113 320 1900, and we’ll help them to fix the problem.

Where are my workers’ wages?

If your worker thinks their wages haven’t been paid into their account and you can confirm you have paid them then ask them to call 0113 320 1900, and we will endeavour to help.

My workers’ card has been blocked

If your worker suspects their card has been blocked they should contact our customer support team on 0113 320 1900 and we can investigate why.

My worker has a lost/stolen card

If your worker thinks their card has been lost or stolen they should let us know immediately.

They should call 0113 320 1900 or use their online portal to report their card lost or stolen, and we will cancel the card immediately and have a new card sent out to them.

My worker hasn’t received their OnePay card

We will always try to get cards to workers as soon as possible, however if they have not received their card and welcome letter 5 days after application call us on 0113 320 2900.

How does my worker access their PIN?

Your worker can access their PIN via the ‘My OnePay’ app or online portal. Alternatively, they can call our multilingual automated telephone service on 0113 320 1900.

What happens if a worker leaves?

You can remove the worker from your system, just as you would if they had a UK bank account.

Primary Customer Status

What happens if a worker hasn't provided any contact details and their Primary account status is due to come to an end?

If we do not have contact details, we cannot warn the customer that their 12 month anniversary is approaching. Upon the Primary status coming to an end, although you will still be able to pay wages into the workers account, the worker’s card will be suspended until they can provide ID to become a Select customer.

If a Primary customer status has ended in between seasons, will I have to open new account for the worker when they return?

No. You will not need to open a new account, but the worker will need to provide ID in order to become a Select customer upon their return if the account was opened more than 12 months ago.

Can a customer whose Primary status has ended be reinstated if a worker returns but does not want to be a Select customer?

No. If a worker wants to continue using their card beyond 12 months, they must provide ID to become a Select customer.

Why have my workers been sent an email advising their OnePay card is being suspended?

We contact all Primary customers that we hold contact details for, to advise they are approaching their 12 month anniversary. Primary customers have access to an account for 12 months. If they want to continue using the account after 12 months, they need to become a Select customer.

Are you new to OnePay? Get in touch with our Business Services Teams



0113 320 1464

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