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 a 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, and they will be happy to update your account details.

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.

Visit our Resources section to download useful tips about keeping your card and account safe.

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 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 [email protected], 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 [email protected], and someone will be in touch to help.

What are the terms and conditions?

Use of the OnePay 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.

My email address has changed, how can I update it?

Call our customer service team on 0113 320 1900 and they will be happy to update your email address on your OnePay for you account.

OnePay Account

Who can deposit money into my OnePay account?

When you receive your OnePay card you can only receive payments from your employer.

Upgrade your account today here, to receive payments from family, friends, a new employer, or government benefits.

How can I access my account number and sort code?

To access your account number and sort code, we must first verify your identity. To find out more about verifying your identity visit www.onepay.co.uk/upgrade

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 select your preferred language. You can use this to hear your balance, access your PIN, or report your card lost or stolen.

You will need your OnePay card with you when you call.

Online account

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

  • Card number
  • CVV number
  • Registered mobile 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, select your language and choose the check balance option using your keypad. You'll need your customer reference 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 [email protected]. Please note, this will incur a charge of 15p per message and may be subject to further charges from the network provider.

How can I see my monthly statement?

To view your monthly statement, follow these simple steps:

  1. Log in to your account by clicking ‘Log in’ at the top of the page and follow the steps.
  2. Next, input your user ID and password and click ‘Log in’
  3. Choose ‘Transactions’ then select ‘Transaction listings’
  4. Use the date fields to select a set period or use the drop-down menu to choose to view transactions from the last week, current month, last month, last 3 months or last 6 months.
  5. Once you have selected a time period, click ‘Submit’ to view on screen or ‘Download a PDF’ to download a printable copy.

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?

No. Direct debits are not available for OnePay Visa customers.

How do I access my wages?

Access your wages at most ATMs worldwide and spend your money online or in stores using your VISA prepaid debit card.

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

If you change agencies/employer and would like to continue to use your OnePay card, you'll need to upgrade your account. To do this, visit https://onepay.co.uk/upgrade/

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 [email protected], 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 [email protected], 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.

How to make a complaint

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


What happens next 

We will always try to provide you with the best service possible, however if there is a part of the service you are unhappy with, we will try to resolve your complaint quickly and fairly. We follow an internal complaints procedure to resolve it.

  • We will try and resolve your complaint within three working days of receiving it
  • If we do resolve it with you in this time, we will send you a Summary Resolution Communication. This will confirm that your complaint has been resolved.
  • The summary with also remind you of your right to take your complaint to the FOS if you subsequently feel dissatisfied with the outcome.

 Sometimes we need longer to look into your complaint. 

  • If we are unable to resolve your complaint within three working days, we will send you a written acknowledgement letter. We will send this no later than five working days of receiving your complaint.
  • We will contact you so we can investigate your complaint fully. We will try and resolve your complaint within 4 weeks. If it is going to take longer we will let you know.
  • We will send you a final response within eight weeks of your initial complaint. We will also include details of how to raise your complaint with the FOS if you remain dissatisfied.
  • In the unlikely event that we are not able to resolve your complaint within the eight weeks, you have the right to refer your complaint to the FOS.

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.

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.

How can I access my account number and sort code?

To access your account number and sort code you must verify your account. To find out more about verifying your identity please email us at www.onepay.co.uk/upgrade.

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?

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 Visa card.

Visit our resources section to find useful tips on keeping your card and account safe whilst shopping online.

Can I use my card in other countries?

You can use your card at most ATMS worldwide, just look for the Visa logo at retailers and merchants. Please be aware additional charges may be applicable when using your card in other countries.

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 multilingual 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.

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

To download useful tips on keeping your card and account safe, visit our resources section.

Where are my wages?

If you 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?

The OnePay Payroll Card is issued by R. Raphael & Sons plc, pursuant to license by Visa Europe Ltd. Raphaels Bank is a company registered in England and Wales (company registration  number 1288938), with its registered office at Portland House, Bressenden Place, London, SW1E 5RS. We are authorised as a credit institution under Financial Services Register number: 161302 by the UK Financial Conduct Authority. We are regulated by the UK Financial Conduct Authority and Prudential Regulatory Authority.

 


Would you prefer to talk to someone?

Call our customer service team on

0113 320 1900