OnePay Online Portal

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, Spanish, Lithuanian, Polish and Bulgarian.

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

Call our multilingual customer service team on 0113 320 1900 to find out more about updating your account details.

Can I log in with my mobile or tablet?

Yes, you can log in to the Online Portal the same way you would when using a computer or simply download the OnePay app.

Why can’t I log in?

Please check you have entered the correct username and password. If you have updated your username or password and are still having trouble, call our multilingual customer service team on 0113 320 1900 and we’ll help you fix the problem.

I've forgotten my password for the Online Portal

Click the reset your password link on the Online Portal log in screen or click here.

What are the terms and conditions?

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.

I haven’t received my Online Portal log in details

Before you can log in to the Online Portal you will need to register here.

OnePay Card Account

Who can deposit money onto my OnePay Card Account?

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.

How can I access my account number and sort code?

To access your account number and sort code, you will need to be a Select customer. If you haven't completed additional identification checks you will still be a Primary customer. To become a Select customer login to your Online Portal hereAlternatively, download the 'My OnePay' app on Google Play or the App Store. 

Activate your card and get your PIN

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.

You will also receive a paper copy of your PIN in the post in the next 2 – 3 working days after receiving your OnePay card in the post.

How do I check my balance?

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).

How can I see my monthly statement?

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. 

Can I set up direct debits?

Not at the moment, but watch this space. 

Can I keep my account if I change agencies/employer?

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.

How do I close my Card Account?

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

How to make a complaint

 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

[email protected]

 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

Application

How do I apply for a OnePay account?

To open a OnePay account you need to work for an agency or employer that has been approved by OnePay.

I can’t get a UK bank account; can I apply for a OnePay account?

The short answer is yes. We’re happy to open a OnePay account for anyone who works for a OnePay approved agency or employer subject to our initial checks.

Card

When will I get my card?

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.

Activate your card and get your PIN

Call 0113 320 1900 and choose the activation or hear your 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 your OnePay online account or the app.

 

You will also receive a paper copy of your PIN in the post in the next 2 – 3 working days after receiving your OnePay card in the post.

Where can I use my 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.

Can I return purchases with my OnePay card?

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

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 or app.

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 or app.

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 or app.

Contactless functionality means you don't need to type in your PIN when paying for goods under £30 (in the UK), simply tap the card reader with your card. 

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

My card is about to expire

If your card is about to expire and you would like to renew your card, please call us on 0113 320 1466 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.

My card has been blocked

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

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 or app.

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 also do this on the app. You can unlock your card whenever you want.

General

Is my money safe?

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.

Is OnePay FCA approved?

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.

 

 

 

 

How do I contact OnePay?

Phone us
0113 320 1900

Email us
[email protected]

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

Get in touch with customer services

 

 

 

Would you prefer to talk to someone?

Call our customer service team on

0113 320 1900