Online Account

How do I set up my online account?

To set up your online account you’ll need your:

  • OnePay for you card details 
  • Access to a mobile or email account to receive your One Time Password (OTP)
  • A registered mobile number or email account. If you are not sure if you have registered one with us, please contact us

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 Bulgarian, German, Lithuanian, Polish, Romanian, Russian and Spanish.

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

Call our customer service team on 0113 320 1900, and they will be happy to update your details on your account.

Can I log in with my mobile or tablet?

Yes, you can log in to your online OnePay account the same way you would when using a computer.

Can I log in on someone else’s computer or mobile?

We don’t recommend that you do this. You can put yourself and your OnePay account at risk of fraud.

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 then call our customer service team on 0113 320 1900, and we’ll help you fix the problem.

I have received a replacement card and now I can’t login

If you receive a replacement card then you will need to re-register your card, which means you’ll have to create a new username and password.

Once you have re-registered you will be able to access your account as normal.

I've forgotten my password for my online account

If you have forgotten your password you can request a new one here

When you request a new password, you will receive an email with a One Time Password (OTP) which will allow you to log in and change your password. If you do not receive the email, check you have entered the correct email address.

If you still do not receive the email to set up a new password let us know at theteam@onepay.co.uk, and someone will be in touch to help.

I’ve forgotten my username for my online account

If you have forgotten your username you can request a new one here.

When you request a new username, you will receive an email with a One Time Password (OTP) which will allow you to log in and change your username. If you do not receive the email, check you have entered the correct email address.

If you still do not receive the email to set up a new username let us know at theteam@onepay.co.uk, and someone will be in touch to help.

What are the terms and conditions?

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

OnePay Account

Who can deposit money into my OnePay account?

At this time, only wage payments and benefits can be paid into your OnePay account.

Where can I find my account number and sort code?

You can find your account number and sort code on the letter which you received with your card or you can find them by logging into your online account.

How do I set up access to my account?

There are two ways you can set up access to your account, through the automated telephone service or through your online account.

Automated telephone service

To register and use this service call 0113 320 1900 and follow the voice prompts to set up a telephone access code. Remember this code and don’t share it with anyone.

Once you have set up a telephone access code, you can use it to access the automated service whenever you need to.

Online account

To set up your online account you’ll need your:

  • Card number
  • CVV number

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

 

Activate your card and get your PIN

Call 0113 320 1900 and choose the activation and PIN management 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 will also receive a paper copy of your PIN by post 2 – 3 working days after your OnePay card.

How do I check my balance?

The quickest way to check your balance is to call our automated telephone service.

Call 0113 320 1900 and choose the check balance option on your keypad. You’ll need your account number and CVV number for security reasons.

You can also check your balance by logging in to your online OnePay account.

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

Can I be notified when I get paid?

We’ll be happy to set up text message notifications when you get paid, simply contact our customer service team on 0113 320 1900 or theteam@onepay.co.uk. Please note, this will incur a charge of 15p per message and may be subject to further charges from the network provider.

Can I get a statement?

Yes. You can access a statement by logging into your online account.

Can I set up direct debits?

Not yet. But watch this space, you may be able to in the future.

How do I access my wages?

Once your wages have been paid into your account you can access your money at over 2 million ATMs around the world.

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

Yes. Just give your new employer your sort code and account number so they can pay your wages into the same account and inform us of your new work address.

I haven’t received my account log in details

Before you can log in to your online account you will need to set up online access.

I’ve forgotten my password for my online account

If you have forgotten your password you can request a new one here

When you request a new password, you will receive an email with a One Time Password (OTP) which will allow you to log in and change your password. If you do not receive the email, check you have entered the correct email address.

If you still do not receive the email to set up a new password let us know at theteam@onepay.co.uk, and someone will be in touch to help.

I’ve forgotten my username for my online account

If you have forgotten your username you can request a new one here

When you request a new username, you will receive an email with a One Time Password (OTP) which will allow you to log in and change your username. If you do not receive the email, check you have entered the correct email address.

If you still do not receive the email to set up a new username let us know at theteam@onepay.co.uk, and someone will be in touch to help.

What are the terms and conditions?

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

Will I get paid late?

We try to ensure your wages are paid into your account within 30 minutes of us receiving them.

How do I close my account?

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

I have a complaint

We will always try to give you the best service possible, however, if there is a part of our service you’re unhappy with please let us know, and we’ll resolve the matter where possible.

To raise a complaint please call our customer service team on 0113 320 1900 or email theteam@onepay.co.uk, and we will aim to resolve the matter and provide you with a final response within an adequate timeframe and at the latest within 15 working days of receipt of the complaint.

If we are unable to resolve your issue to your satisfaction, or in the event we can’t respond to your issue completely within 15 business days or 35 business days in exceptional circumstances, you may be able to apply to the Financial Ombudsman Service, an independent body that provides an impartial and free dispute resolution process. You can find more information about FOS here.

Application

How do I apply for a OnePay account?

To open a OnePay for you 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 for you account for anyone who works for a OnePay approved agency or employer.

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.

What are the terms and conditions?

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

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 and PIN management 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 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 find my account number and sort code?

You can find your account number and sort code on the letter which you received with your card or you can find them by logging into your online account.

Where can I use my card?

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

Yes, you can return any purchase you made with your OnePay card if the place you bought it from allows you to make returns.

Can I shop online with my OnePay card?

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

Can I use my card in other countries?

Yes, you can use your OnePay card in over 220 countries worldwide. Just look for the Visa logo.

Is my card contactless?

Unfortunately, not, but it might be in the future.

My card has expired

Don’t worry, just call us on 0113 320 1900 and we can arrange for a new card to be posted out to you.

My card has been blocked

Contact our 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.

What are the terms and conditions?

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

General

How do I access my wages?

Once your wages have been paid into your account you can access your money at over 2 million ATMs around the world.

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

Where are my wages?

If you’ve think your wages haven’t been paid into your account check with your employer if you have been paid.

If your employer has confirmed your wage payment but it still hasn’t appeared in your OnePay account then call 0113 320 1900 and we will help.

Is OnePay FCA approved?

OnePay cards are issued by R. Raphael & Sons plc, a UK Bank authorised by the Prudential Regulation Authority, and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (registration number 161302) and is permitted to issue e-money. Head office and registered office at 19-21 Shaftesbury Ave, London W1D 7ED, company registration number 01288938.

Get in touch with customer support


Would you prefer to talk to someone?

Call our customer service team on

0113 320 1900