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.

For information about the Online Portal visit the OnePay Online Portal info page

For information about using the 'My OnePay' App please visit the App info page.

You can only apply for 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 1460 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.

Yes, however, 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 OnePay Online Portal or 'My OnePay' App and follow the instructions below:

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 5(f) 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”.  

You can order a new card on the 'My OnePay' App, OnePay Online Portal, or 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.  

You can order a new card on the 'My OnePay' App, OnePay Online Portal, or 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 ten 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 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 OnePay Online Portal.

To become a Select customer, we need to 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.