Help Centre

Strong Customer Authentication (SCA), also known as two-factor authentication or 2FA, is a new set of rules that will change how consumers confirm their identity when making purchases online. When being asked for more information at checkout, such as a fingerprint or facial recognition, this is SCA, at work. 

The requirement for SCA was introduced by the second Payment Services Directive (PSD2) and these new regulations are designed to keep customer information safe, reduce fraud and make shopping online even more secure.  

From March 2022, when buying online, OnePay will require two-factor authentication to confirm who the customer is at checkout. This means introducing some changes to make customer’s authentication options smarter and paying online safer.  

Also known as Strong Customer Authentication (SCA), two-factor authentication means a customer must give two pieces of information to confirm who they are when buying online. This information may fall under the following categories:  

• Possession: Something you have, like a one-time-only code generated by SMS, or a trusted device that you are using. 
• Inherence: Something that is unique to you, like a fingerprint or your face. 

Check your mobile number is up to date. If you have changed your mobile number and not let us know, please get in touch with our Customer Service team on 0113 320 1900 to update it.  

Log into the ‘My OnePay’ App and click the 3 dots in the bottom right corner to go to your Security and Login settings. Then you need to enable Biometrics. 

If you do not have a smartphone, register to use the OnePay Online Portal.

To access the Online Portal you’ll need your OnePay card details, including your 10 digit customer number.

If you have registered an email or mobile number with us you will be asked to enter this when you register.

Once you’ve registered you can log in at any time and manage your account in range of different languages.

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

It is always important to keep your personal details up to date with us. If we do not hold the correct personal information about you, you could face difficulties in accessing your account online.

Call our multilingual customer service team on 0113 320 1900 to update your account details.

You can change which notifications you receive from us on your OnePay app. With notifications enabled, you’ll receive alerts when you spend money and when money is loaded onto your account.

To turn on/off notifications on the app:

1. Log in to the ‘My OnePay’ app with your customer ID and password.
2. Click the 3 dots at the bottom of the app to get to the menu, then select ‘Notification settings’.
3. Toggle all notifications, or push and email notifications individually from here.

Keep in mind that…

• To receive notifications, you need to have mobile data enabled. When abroad you will only receive notifications when you have roaming enabled or connect to Wi-Fi. You may be charged for roaming services, so please check with your mobile network.
• If you delete and reinstall the app, or log in on a new device, your notifications will automatically be turned on.

You can log in to your online account via the ‘My OnePay’ app or the Online Portal.

To log in via the ‘My OnePay’ app: 

1. Download ‘My OnePay’ from the App Store or Google Play.
2. The first time you log in you will need to register. To do this just select the “Register Now” button and follow the instructions.
3. Once registered, you can log in using your customer number and password or by using your biometrics (such as your fingerprint or Face ID).

To log in via the Online Portal: 

1. Go to https://portal.onepay.co.uk/login
2. The first time you log in you will need to register. To do this just select the “Register” link and follow the instructions.
3. Once registered, you can log in using your customer number and password.

For new customers

You will need:

• Your customer number
• Your date of birth
• and: Your registered mobile phone number

After you provide all three of these things an SMS One Time Password (OTP) will be sent to you via your registered mobile phone to confirm your identity. After you provide all three of these things an SMS One Time Password (OTP) will be sent to you via your registered mobile number to confirm your identity. You will then be asked to create a memorable password only known by you.

For existing Primary customers without a smartphone

When you log into your OnePay app or online portal using your customer number and password, you will be sent an SMS One Time Password (OTP). This will be sent to the mobile phone number you have registered with us.

Once you have successfully entered the OTP you can access your account as normal.

For subsequent logins into the app or portal, you will input your customer number and password only, which will last for 90 days.

What happens after 90 days?

For Primary customers without a smart phone only, after 90 days you will be asked to enter an OTP when logging into the My OnePay app or online portal.

Again this will be sent to the registered mobile phone number. If you change your phone number at this time please let us know.

For existing Primary customers with a smartphone

If you have a smartphone you can use your biometrics (e.g. fingerprint or Face ID) to log in every time you access the ‘My OnePay’ app.

If you log in on a different device (like a computer) you’ll be able to authenticate that login by using your biometrics and the app. Which helps to keep your account secure.

For existing Select customers without a smartphone

You will be sent an SMS One Time Password (OTP) each time you log into the app or online portal. This will be sent to the mobile phone number you have registered with us.

For existing Select customers with a smartphone

If you have a smartphone you can use your biometrics (e.g. fingerprint or Face ID) to log in every time you access the ‘My OnePay’ app.

If you log in on a different device (like a computer) you’ll be able to authenticate that login by using your biometrics and the app. Which helps to keep your account secure.

Yes, however, if you are a Primary customer without a smartphone you will only be able to access 90 days worth of transactional information. If you require more than 90 days you will need to contact Customer Services who will be able to assist you in providing you with more details.

If you are a Primary customer with a smartphone you will have access to more than 90 days worth of transactional information via your OnePay app.

If you are a Select customer you will have access to more than 90 days worth of transactional information via your OnePay app or Online Portal.

Please note that at OnePay we do not verify addresses and your statement will not show your residential address. 

As a Primary customer, you can receive wages payments from an approved OnePay agent. If you wish to receive payments from any other UK bank account who is not an approved OnePay agent, login to your Online Portal here to complete additional identification checks and become a Select customer. Alternatively, you can also do this on the ‘My OnePay’ app, which you can download on Google Play or the App Store.

Call 0113 320 1900* and choose the activation or hear you PIN option using your telephone or mobile keypad. Make sure you have your card with you when you call.

Follow the voice prompts and once you have passed security, your OnePay card will be activated and you’ll hear your PIN. You can use this service at any time if you forget or want to change your PIN.

You can also activate your OnePay card via the Online Portal or the app.

The quickest way to check your balance is to call our multilingual automated telephone service, via the OnePay Online Portal or app.

Call 0113 320 1900, select your language and choose the check balance option using your keypad. You’ll need your customer number and date of birth for security reasons.

Alternatively, you can also check your balance at most cash machines (fees may apply).

To view your monthly statement, log into the Online Portal or the app.

Make sure you have provided us with an up to date email address and you will receive a monthly email which will notify you when your monthly statement is available to view online.

Not at the moment, but watch this space.

If you change to an employer or agency that is not approved by OnePay and wish to be paid by them, you will need to complete additional identification checks to become a Select customer. Click here to find out how.

You have the right to redeem your available funds at any time, whether in full or in part, to a UK or international bank account of your choice. You can do so by calling Customer Services on 0113 320 1900 and indicating the amount you would like to redeem. You may need to confirm your identity first. Fees may apply. Please refer to clause 10 of terms and conditions.

If you wish to close your Card Account call us on 0113 320 1900.

At OnePay we always aim to provide our customers with the highest standards of service. However, we recognise that there may be occasions when our product and/ or service has fallen short of our customers expectations. Therefore, we will always try and resolve any complaint quickly and fairly.

How to make a complaint?

You can raise your concerns by either:

Writing to us at:

Customer Services
OnePay
Mayfield House
Lower Railway Road
Ilkley
West Yorkshire
LS29 8FL

Phone us:

0113 320 1900

Email us

theteam@onepay.co.uk

What information to provide to OnePay

Our aim is to resolve your complaint as quickly as possible. To help us do this, please provide us with the following:

• A description of your dissatisfaction on how we have not met your expectations.
• What you would like us to do to put it right.
• Your full name, address and your OnePay customer number.
• Your most up to date contact telephone number and the best time for us to contact you.

What happens next

Once we have received your complaint, we will always try to resolve it with you within three working days of receiving it, if we are able to within this time period, we will send you a Summary Resolution Communication confirming that your complaint has been resolved and informing you of your right to take your complaint to the Financial Ombudsman Service (FOS) should you subsequently feel dissatisfied with the outcome.

If we are unable to resolve your complaint within three working days, we will send you a written acknowledgment letter no later than five working days of receiving your complaint. We will also contact you in order to investigate your complaint fully.

No later than eight weeks after receiving your complaint, we will send you a final written response letter. This will include details on how you can raise your complaint with the FOS if you remain dissatisfied with the outcome of your complaint.

If we cannot provide you with a final written response at the eight weeks of receiving your complaint we will write to you to explain why we are not in a position to make a final response and we will provide you with a date of when we can provide you with the final response. We will also inform you that you may make a referral to the FOS and details on how you can do this.

If your complaint refers to a payment transaction under Payment Services Directive (“PSD”) or Electronic Money Services Directive (“EMD”) such as, faster payments, CHAPS and/ or BACS payments, a card transaction or an unauthorised transaction, we will always aim to resolve your complaint as soon as possible and by no later than fifteen days of receiving your complaint.

In exceptional circumstances, where we are unable to provide you with a final response within fifteen days, we will respond to you within a maximum of 35 days. However, we will still write to you towards the end of the fifteen days to inform you why we need more time to resolve your complaint.

What to do if you are unhappy with the outcome

If you are unhappy with the decision we have taken, you have the right to take your complaint further with the Financial Ombudsman Service (FOS).

The Financial Ombudsman is a free, independent service for resolving disputes between customers and financial services institutions.

You will need to get in touch with them within six months of you receiving your final response or Summary Resolution Communication from OnePay.

You can contact the Financial Ombudsman Service by calling their customer helpline on 0800 023 4567.

You can contact them online by visiting https://www.financial-ombudsman.org.uk/contact-us

You can write to them at Financial Ombudsman Service, Exchange Tower, London, E14 9SR

To access your account number and sort code, you will need to become a OnePay Select customer.

It is easy to become a Select customer and should only take a couple of minutes. You can do this by completing some additional identification checks in the “My OnePay” app or via the online portal.

You can download the app on Android or iOS.

Find out more about becoming a Select customer here.

To discuss other ways in how to provide your employer with your new sort code and account details, please contact customer services on 0113 320 1900*.

If you do not work for a OnePay approved agency then you’ll need to access the internet to switch from Visa to Mastercard. If you don’t have a computer or smartphone to access the internet you would need to find a venue that allows you to use a device or borrow a friends device.

Use of the OnePay card and account is subject to the terms and conditions accepted during the application process. You can find an up to date copy here.

You can only applyfor a OnePay Account if you work for an employer or agency that has been approved by OnePay, they will explain what you need to do and help you with the application.

If your employer does not offer OnePay, why not ask them to call us on 0113 320 1466 to get set up.

At the moment, you can't get a OnePay Account directly, it must be via one of our approved employers.

​If you work for a OnePay approved employer or agency they may arrange for a code to be sent to you

There are two ways you may have received this code:

1. By email or SMS
If you have received an email or a text inviting you to apply for a OnePay card and account, click the link to start your application. This link is unique to you therefore it’s important you don’t share it with anyone else.

The link will be accessible for 24 hours before it expires, so please ensure you complete the form as soon as you can.

If you do not submit your application within 24 hours of receiving the code, you will need to request another code from your agency or employer, or for direct applications you will need to submit a new application form.

Once you have successfully submitted your application the link you received will no longer work.

2. Over the phone
If you have received a unique code over the phone you will need to go to https://application.onepay.co.uk/ where you will need to enter the code. This code is unique to you therefore it’s important you don’t share it with anyone else.

The code will be valid for 24 hours before it expires, so please ensure you complete the form as soon as you can.

If you do not submit your application within 24 hours of receiving the code, you will need to request another code from your agency or employer, or for direct applications you will need to submit a new application form.

Once you have successfully submitted your application the code you received will no longer work.

When you have completed the application form please click “Submit my application”. We will email you to let you know we have received your application so keep an eye open for this confirmation.

After we have processed your application, we will send your OnePay Card to you through the post.

If you have applied through an agency or employer, we will send your Account details to them to enable them to start paying you.

There are two ways you can activate your card.

By calling our automated telephone service

Call 0113 320 1900 and choose the activation option using your telephone or mobile keypad. Make sure you have your OnePay card with you when you call. Follow the voice prompts and once you have passed security, your OnePay card will be activated and you’ll hear your PIN.

Through the ‘My OnePay’ app or Online Portal

Log in to your online account via the ‘My OnePay’ app or Online Portal and go to the ‘My Card’ screen. Select ‘Activate Card’ and follow the instructions on screen.

There are two ways you can access your PIN.

By calling our automated telephone service

Call 0113 320 1900 and choose the ‘hear your PIN’ option using your telephone or mobile keypad. Make sure you have your OnePay card with you when you call. Follow the voice prompts and once you have passed security, you’ll hear your PIN.

Through the ‘My OnePay’ app or Online Portal

Log in to your online account via the ‘My OnePay’ app or Online Portal and go to the ‘My Card’ screen. Select “Card Details’ followed by ‘Show PIN’.

We will always try to get your card to you as soon as possible, however, it can take up to 10 days for you to receive your card.

You can use your card where merchants accept Mastercard payments, including online and in store. Please ensure you check that the merchant accepts Mastercard prepaid cards.

At this time, OnePay cards are not accepted at ‘Pay at pump’ services in petrol stations.

You will need to check with the retailer or merchant you purchased your goods from if they accept returns.

Yes, you can use your OnePay card like you would any other Mastercard debit card.

Visit our resources section to find useful tips on keeping your card and account safe whilst shopping online. You can disable e-commerce and remote transactions via the Online Portal or app.

You can use your card at most ATMS worldwide, just look for the Mastercard logo at retailers and merchants. If you would like to disable this function you can do so on the Online Portal or app.

Please be aware additional charges may be applicable when using your card in other countries.

Yes. All cards are contactless enabled. If you want to disable the function, you can do this on the Online Portal or app.

Contactless functionality means you don’t need to type in your PIN when paying for goods under £45 (in the UK), simply tap the card reader with your card.

Please note, other countries may have different limits on contactless payments.

If your card is about to expire and you would like to renew your card, please call us on 0113 320 1900 to speak to our customer services team as soon as possible.

If we do not hear from you before the expiry date stated on the front of your card, it will no longer work after this date.

Contact our multilingual customer support team on 0113 320 1900 and we can investigate why.

If you think your card has been lost or stolen, you should let us know immediately.

Call 0113 320 1900 to report your card lost or stolen and we will cancel your card immediately and have a new card sent out to you.

You can also temporarily lock your card using the Online Portal or app.

You can lock your card temporarily if you believe it is lost or has been stolen. Simply log on to the Online Portal and press ‘lock card’ on your dashboard, you can also do this on the app. You can unlock your card whenever you want.

There are a few ways to unlock your card.

Through the app:

1. Log in and tap on the card icon at the bottom of the screen
2. Next, tap the “Card Details” button
3. At the top of the list, tap the “Unlock card” toggle

Through the portal:

1. Log in and click the “My card” tab
2. Next, click the “Card settings” button
3. Click the “Unlock card” icon underneath the image of your OnePay Mastercard®

To ensure your money is safe in your OnePay account, we recommend you follow the below tips:

• Never give anyone your password

• Use an email address that is unique to you, don’t used a shared email address

• Never give anybody your PIN

• Don’t share your 16-digit card number, expiry date or CVV number with anybody

• Don’t share your customer number

To download useful tips on keeping your card and account safe, visit our resources section.

The OnePay card is issued by PSI-Pay Ltd pursuant to a license by Mastercard® International Incorporated.
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 www.onepay.co.uk/terms.
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.

Phone us
0113 320 1900

Email us
theteam@onepay.co.uk

Write to us 
Customer Services
OnePay
Mayfield House
Lower Railway Road
Ilkley
West Yorkshire
LS29 8FL

When you tell us you want to transfer your balance we begin the process that day.

To allow us to transfer your full balance across to your Mastercard, we need to block your Visa card the evening of the requested transfer. But don’t panic! We will make sure your balance has been transferred to your new Mastercard by 9am the next day.

We will let you know when we are starting the balance transfer and when it has completed by contacting you via email.

Please note: we can only perform balance transfers on Sunday – Thursday evenings, therefore you can expect your transferred balance to be in your Mastercard account on Monday – Friday mornings. If you request a balance transfer on a Saturday, it will land in your new account on the Monday morning.

You can use your OnePay card to pay for goods and services overseas and withdraw cash at ATMs in a currency different to that of your card, which is GBP. Unless you ask the ATM or card terminal provider to do the currency conversion, then the transaction will be converted using our exchange rate which is fully explained in section 4(g) of the OnePay Terms & Conditions, which you can view here. 

We want to be able to provide you with as much information as possible to enable you to compare the charges of making a card transaction in Euro’s or other currencies in the EEA. For more information on how you will be charged for non-GBP currency transactions click here.

To see a full list of the fees and charges on your OnePay account, click here.   

You will need to order a renewal card, please do this at least one week before the existing card is due to expire so you are able to continue accessing payments made into your account via your OnePay card.  

The date on which your card will expire is printed on your card. It is shown as “Expires End MM/YY”.  

To order a renewal card, call our Customer Services Team on 0113 320 1900.  

If you do not renew your card, you will no longer be able to make payments or cash withdrawals with your OnePay card.  

To order a renewal card, call our Customer Services Team on 0113 320 1900. 

Once you have contacted Customer Services and successfully renewed your card, we will send your new OnePay card to you. This should not take longer than 7 days.  

Your new card number will be different so if you have registered those card details anywhere you will need to update them (this includes online shopping sites and subscriptions).  

Your account number, sort code, and PIN will remain the same.  

Once you have received your new card, please make sure you activate it. Once your new card is active, please destroy your old card.  

Once you have received your new OnePay card you will need to activate it before you can use it. You can activate your new card by calling 0113 320 1900 and selecting the ‘Activate your card’ option.  

You can also activate your new card by logging into the ‘My OnePay’ App or Online Portal and going to the ‘My Card’ screen. Here you can click the button ‘Activate’ and enter your PIN to activate your card.  

You can download the app on the Google Play Store or the App Store or you can log in to the Online Portal here.  

Yes, but once activated, the first time you use your new card you’ll need to use Chip & PIN before you can use it to make contactless payments. 

If you applied directly, you are already a Select customer so you don’t need to do anything else!​

​If you applied through an agency or employer as a Primary customer, it’s quick and easy to become a Select customer, and this can be done in the ‘My OnePay’ app or the online portal.

To become a Select customer, we need capture some more information from you. This is to ensure you are who you say you are and to keep your account safe.

1. Log into the portal or the app and select the ‘Request your account details’ button. Then have your ID ready and click ‘Start’.
2. Next, choose the country your ID was issued and the type of ID you will be uploading. Then take a photograph to upload or upload an existing photograph of your ID. 
3. Once you confirm you are happy with your ID and have uploaded it, you’ll be asked to take a selfie. This is to ensure you are the person in the document and you are present in person. Hold your phone with the front camera facing you or stand/sit in front of your webcam. You will be asked to perform a simple action.  

Once these steps have been completed your request to become a Select customer will be sent to our specialist team who will be in touch to let you know the outcome. 

To become a Select customer today, download the app for Android or iOS, or log in to the Online Portal.

See the list of acceptable identification documents here. If you do not have one or more of these documents, please contact our Customer Service Team.

Phone us
0113 320 1900*

Email us
theteam@onepay.co.uk

As a Primary customer, if you want to continue using your OnePay Account and Card for longer than 12 months, we will need to set you up as a Select Customer. To do this, we need to check that you are who you say you are. That means we need you to provide some official documents.

To find out how to become a Select Customer click here. 

See the list of accepted identification documents here.

When your OnePay account was created you were set up as a primary customer. This is the quickest and easiest way to give you access to an account as you do not need to provide a full set of official documents to validate your identity. However this means we are only allowed to provide you with access to your account for a limited time of 12 months. At 12 months, your card will be suspended. To continue using OnePay services we can set you up as a Select customer so there is no time limit on your account.

Our Terms and Conditions can be found here.

To find out how to become a Select Customer click here.

Despite the expiry date shown on your card, if you remain a Primary customer you will have a limited account that is only active for 12 months. If you want to keep your card account active for longer than 12 months, you will need to become a Select customer.

To follow the easy steps of becoming a Select customer, click here.