Additional FAQs

How do I set up access to the 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.

What languages do the OnePay customer service team speak?

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


My contact details have changed, how can I update them?

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.

What are mobile notifications and how do I get them?

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.

How do I log in to my online account?

You can log in to your online account via the Online Portal.

To log in via the Online Portal: 

  1. Go to
  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.

What details will I need when logging into the Online Portal?

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 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 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 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 Select customers without a smartphone

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

Can I access my OnePay statements?

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 Select customer you will have access to more than 90 days worth of transactional information via your Online Portal.

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

Activating your card

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.

How to get your PIN

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

Can I shop online with my OnePay card?

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.

Can I use my card in other countries?

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.

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

Is my card contactless?

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

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.

I think my card has been lost/stolen, what do I do?

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.

How do I temporarily lock my card?

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 unlock your card whenever you want.

How do I unlock my card?

  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®

How do I activate my new 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 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 log in to the Online Portal here.

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