We're making changes to your Online Security

Important changes are being made to the way OnePay customers will log into their account online via the 'My OnePay' app or online portal. We are introducing what is known as Strong Customer Authentication to help reduce fraud and increase online security. 

What is Strong Customer Authentication? 

Strong Customer Authentication (SCA) is an extra layer of security designed to verify that an online customer is who they say they are when registering or logging in to their online account. 

How will SCA be completed? 

We will complete SCA by asking you to verify yourself via two methods, this is known as Two Factor Authentication (2FA). We will ask you for two things: 

  1. "Something you know" - this is a piece of information, such as your customer number and date of birth. 
  2. "Something you have" - this will be an SMS One Time Password (OTP) which will be sent to your registered mobile phone number.

What does this mean for OnePay customers? 

Over the coming weeks, when you log into the 'My OnePay' app or online portal you will be required to complete 2FA to verify you are who you say you are. 

IMPORTANT - you must have a registered mobile phone number with OnePay. Without registering these details, you will be unable to log into your account via the My OnePay app or online portal. 

To register a mobile phone number please contact customer services on 0113 320 1900*. 

What details will I need when logging into the 'My OnePay' app or 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. For subsequent logins into your mobile app or online portal, you will input your customer number and password only. This will last for 90 days.

For existing Primary customers

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 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 Select customers

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. 

What if I do not have a mobile phone number?

Unfortunately, this will mean that you will be unable to log in to the My OnePay app or online portal. In order for us to protect your money even further, we need to ensure that anyone trying to access their account online is who they say they are. We can only do this by sending an OTP to a registered mobile phone number.

If you do not have a mobile phone, we will endeavour to get an OTP to you by other means. 

Can I access my OnePay statements?

Yes, however, if you are a Primary customer 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 OnePay app or online portal. 

Keeping your personal details up to date

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

Coming soon...

We aren’t stopping here in making your online account secure. In the coming weeks, we will be adding more security features to help you to complete SCA, such as using fingerprint or face ID technology to log in to your online account.