Card
What type of card is my ONECARD card?
The ONECARD card is a prepaid Mastercard®. You have to Top-Up your ONECARD card before using it. ONECARD does not provide any credit, which means you cannot get into debt or be charged any overdraft fees.
What is the ONECARD prepaid Mastercard?
Do cardholders require a good credit rating in order to apply for the ONECARD prepaid Mastercard?
No. The ONECARD prepaid Mastercard is not a credit card. Neither is linked to your bank account. No credit checks are required.
How can I order my ONECARD Prepaid Mastercard?
You need to log in to ONECARD e-wallet system and complete online registration.
How I will receive my ONECARD Prepaid Mastercard?
You will receive your ONECARD Prepaid Mastercard within 5 business days starting from the day when the online registration completed. Please note, that delivery may take longer than specified in the system due to possible delay in the work of delivery services. After you receive the card, you need to activate it within 2 months from the day of its manufacturing. If you did not receive your ONECARD prepaid Mastercard, please contact our support team by mail or LIVE chat.
How to activate my card?
After you received your ONECARD prepaid Mastercard you have to login into your ONECARD e-wallet, press the button CARD, submit the card number, after that, you will see GET PIN option. You will receive a PIN code by SMS on your mobile phone.
What is a PIN?
A PIN is a secret four-digit Personal Identification Number that enables access to your Card. Cardholders will be prompted to create a PIN when activating the Card. A PIN is used to deter identity thieves. (Please see Terms and Conditions for any other applicable fees.)
Can I change my card PIN?
Yes, you can change your card PIN at any ATM that provides PIN services and accepts Mastercard. Simply enter your card, click on PIN services and you will be given an option to change your card PIN.
What if I entered an incorrect PIN 3 times in a row?
If a PIN is entered incorrectly three times in a row, the card will be automatically blocked for security reasons. If this happens, please contact our Customer Support via so we can unblock it for you.
What if I do not receive my card?
If you do not receive your ONECARD prepaid Mastercard during 4 weeks, please contact our Support team via mail or LIVE chat.
I do not remember my PIN!
If you do not remember your PIN you can call one of these numbers and follow the instructions how to get your PIN: +44 (0) 20 3327 1991 ; +44 (0) 20 3468 4112 ; +44 (0) 20 7183 2248 .
On IVR you can get all the information such as PIN, Balance etc.
You can even lock your card if it lost or stolen on IVR.
* IVR – (Interactive Voice Response). NOTE that by calling to our telephone lines a fee will be charged.
How to replace my card?
To replace the card, you have to contact our Support team. Note please, when order a new card the previous card will be blocked, but you can still use your IBAN account.
How long can I use my ONECARD prepaid Mastercard?
The validity period of ONECARD prepaid Mastercard payment cards is 3 years.
How does the ONECARD Prepaid Mastercard work?
The card is a prepaid card that can be used anywhere when displaying the Mastercard Acceptance Mark, including online merchants. Each time you use your card, the value is reduced by the amount of the purchase until the value is 0.
Where I can use my ONECARD Prepaid Mastercard?
You can use your ONECARD Prepaid Mastercard anywhere when displaying the Mastercard Acceptance Mark, including online and in shops, bars, restaurants, public transport and ATMs around the World.
What are the fees and limits of the ONECARD prepaid Mastercard?
Fees and Limits available on our website here
How can I check the balance of my card?
Cardholders can check their transactions and account balance 24/7 – 365 days of the year through their ONECARD e-wallet or you can inquiry balance at any ATM (ATM balance inquiry fee is 1.00 EUR) Also you can check balance through IVR (Interactive Voice Response) to call by phone +44 (0) 20 3327 1991 ; +44 (0) 20 3468 4112 ; +44 (0) 20 7183 2248 . NOTE that by calling to our telephone lines a fee will be charged.
Is the ONECARD prepaid Mastercard is the same as a credit card?
No. Although the card may look similar to a credit card and have the Mastercard logo, it is a prepaid card and does not have a line of credit. You can use only what you load on the card.
Can I book flights, hotels or rent a car with my ONECARD prepaid Mastercard?
Booking is possible if payment is made immediately. If, however, a certain amount of funds is required to guarantee a reservation, then a credit card will be needed.
Can I use my ONECARD prepaid Mastercard to obtain cash at an ATM?
Yes, a card can be used for cash access at an ATM. Check your Terms and Conditions for applicable fees. A third-party fee may apply.
What is a Third Party Fee?
A financial institution or an ATM owner may charge a fee for their services.
How can I block / unblock my ONECARD prepaid Mastercard?
You can temporarily block it to protect your funds. If you’ve found the card again, you can also remove the temporary blockage easily. You have 4 options how to block your card:
1. You have to log in into your personal ONECARD e-wallet, CARD and choose option BLOCK CARD.
2. Immediately call the client service department of the card’s issuer, PFS, on +44 (0) 20 3327 1991; +44 (0) 20 3468 4112 ; +44 (0) 20 7183 2248 , and request, that the card be blocked.
3. Write an e-mail to support@onecard.today , providing your first name, surname, the card number, as well as the approximate time when the card was lost or stolen.
4. Online Chat with support team during working hours on weekdays.
Can I apply for an additional card?
Customer can apply for only one card. If you are a business client, you can get unlimited physical cards
In which currency can I order the ONECARD prepaid Mastercard?
The main currency of the ONECARD prepaid Mastercard is euro, therefore, all operations are carried out in euro and funds are also debited in euro. If you make payments in non-euro currency, the funds are automatically converted into the euro currency. With the ONECARD prepaid Mastercard, you can settle and withdraw money in the non-euro currency as well, however, please note, that extra charges for currency conversion will be applied
Is my ONECARD prepaid Mastercard contactless card?
Yes, ONECARD prepaid Mastercard is a contactless card.
What are the limits for contactless payments?
You can pay for contactless purchases up to €25 with the Eurozone card. Each country where contactless payments can be used has set its own the limit for transactions, which differs by country but is typically around €20-€30 range in Europe.
Why is my contactless card not working?
Please double-check that the terminal you are paying at supports contactless payments. If you have never made an offline payment or if you have just received your new ONECARD prepaid card, you need to make a chip-and-PIN payment before contactless becomes available. If your physical card has been damaged or has worn out, you can order a replacement card. The estimated delivery date will be provided as soon as you have ordered a new card.
Can I choose between Visa and Mastercard?
At the moment we provide only Mastercard Prepaid cards.
Why my Online payment failed?
Please know that as an extra layer of security all the cards need to be verified by Mastercard 3D secure program. If your card issuer does not participate in the mentioned schemes, the card top up may fail. Apart from that, the most common reasons are that you’ve entered incorrect card details (Expiry, CVV, Name on the card), insufficient funds or you may have exceeded the daily or monthly top-up limit.
My card was declined. Restricted merchants.
The ONECARD does not support payments at:
• Automated Fuel Dispense *
• Toll and Bridge Fees *
• Wrecking and Salvage Yards • Dating/Escort Services
*Please, note: you can pay for these services when they are not automated.
What if my card is captured by an ATM?
If this happens, ATM companies will not return the ONECARD prepaid Mastercard for security reasons, therefore please block the card right away and order a replacement card. Unfortunately, such incidents are out of our control. You may contact the ATM company directly to find out why your card was captured by the ATM machine if need be.
What is an authorization hold and settlement?
Whenever you make a transaction, the merchant “authorizes” the transaction amount to confirm your card is valid and you have enough balance in your account. The authorization hold happens instantly after you make a transaction and is immediately visible in the ONECARD e-wallet. For normal transactions, the merchant will settle your payment in 1-3 days when the funds actually transfer to the merchant.
If the merchant does not claim or settle the amount, the authorization hold (freeze amount) will be automatically released in 30 days.
Is my ONECARD prepaid Mastercard protected against fraud?
Please note that Conditions and exceptions apply, learn more here
What to do if my card has been compromised?
If you believe that your card has been used without your permission, please block the card immediately. There are 4 options how to block your card:
1.Immediately call the client service department of the card’s issuer, PFS, on +44 (0) 20 3327 1991 ; +44 (0) 20 3468 4112 ; +44 (0) 20 7183 2248 , and request, that the card be blocked.
2. Write an e-mail to , providing your first name, surname, the card number (it can be found in your ONECARD e-wallet), as well as the approximate time when the card was lost or stolen.
3. Online Chat with support team during working hours on weekdays.
4. Log in to you ONECARD e-wallet, CARDS, choose option BLOCK.
What if my card refund has not arrived yet?
Unfortunately, card refunds are out of ONECARD’s control, so please contact the merchant directly to get an estimated arrival time and ask when it was sent. We will update your account balance automatically as soon as the funds have reached your account. In most cases, card refunds usually take up to 14 days.
I did not receive an item or service that I purchased online?
You should first contact the merchant to try to resolve the situation. If you can’t come to an agreement and you want to dispute the transaction please contact our support team by mail
Security
What is 2-factor authentication (2FA)?
The two Factor Authentication, also known as 2FA, is an extra layer of security that requires not only a password and email address but also something that only that user has on them, i.e. a 2FA code sent to their mobile device through a software security token. Using an email address and password together with a 2FA code makes it harder for potential intruders to gain access and steal that person’s personal data or identity.
How to switch ON 2-factor authentication (2FA)?
In your ONECARD e-wallet open Settings and click on ENABLE TWO-FACTOR AUTH.
What if access to my ONECARD e-wallet is blocked?
If access to your e-wallet is blocked, please contact ONECARD support team by LIVE CHAT on weekdays
from 9:00 a.m. to 5:30 p.m. or any time by email support@onecard.today
How do I recover my password to my ONECARD e-wallet?
Please, log in to ONECARD e-wallet here: https://onecard.today/login , choose option FORGOT PASSWORD, enter your e-mail and receive a new password.
How to change the password for my ONECARD e-wallet?
To change password, please log in into your personal ONECARD e-wallet, option “Settings” and change password.
How is possible to change my email?
It is no possible to change an email address. Email address is also a username to log into your personal ONECARD e-wallet.
How is possible to change my mobile phone number?
Please, contact our support team should you wish to change any of your personal information.
What is 3D Secure?
3D Secure an additional layer of security when purchasing goods online at participating merchants, through the requirement to enter your password before purchases are transacted. More information: The Verified by Mastercard SecureCode is a new type of security code used for transacting online which will in future be used by more and more online merchants. If you use your Mastercard Corporate card to purchase online, you may be asked to create a code. When using this code, you confirm that you are the one paying with your card. The first time you purchase from a merchant using Verified by Mastercard SecureCode, you must create a personal code. Once you have created the code, you can reuse the same code when making online purchases with other merchants who use this security. It is up to the individual merchant to decide whether they want to use Verified by Mastercard SecureCode.
How do I activate 3D Secure?
You will be required to activate 3D Secure when spending at participating online retailers. The activation process is simple and quick and should only happen once – all you have to do is verify your identity by entering a few identifying pieces of information, and then you create your 3D Secure Password that you will submit when prompted on your future online purchases.
What to do if I forgot my 3D Secure code?
When you purchasing goods online and forgot your 3D Secure code option to reset will be provided when 3DS code required. If you still have a problem please feel free to contact us by LIVE CHAT or email.
What data does ONECARD store for my transactions?
For all your transactions we keep a full record of the transfer details, including beneficiary details (beneficiary name, beneficiary IBAN/account number), beneficiary bank details (bank name, BIC/SWIFT, country), transfer details (transaction reference, account number, account name, reference line, fee, user, execution name etc.), transaction details (transaction reference, account number, account name, account number etc.). With the details of your transactions, which we keep and provide in your account you can keep a full track of all your operations and in cases of transfer inaccuracies, mistakes, fraudulent activities request a reversal of transactions.
Can someone else log in into my ONECARD e-wallet for me?
No, you should never allow access to your ONECARD e-wallet or share your password with anyone. This will be treated as gross negligence and you will not be refunded any financial loss caused by this.
Are my account and transfers safe?
Your transactions are protected by two-step authentication. Every time you make the transfer the additional authentication code will be required. Also, we provide an option to receive SMS or email notification about all fund’s movement on your account. All personal data we send or receive is encrypted in accordance with the Payment Card Industry Data Security Standards (PCI-DSS Level 1). REMINDER: ONECARD will NEVER ask for your full card number or PIN or any other sensitive personal information, and if at any time you are concerned about your card or talking to a representative from ONECARD, please feel free to contact us by LIVE CHAT or email.
What if my card has been compromised!?
If you believe that your card has been used without your permission, please block the card immediately. There are 4 options on how to block your card:
1.Immediately call the client service department of the card’s issuer, PFS, on +44 (0) 20 3327 1991, +44 (0) 20 3468 4112 or +44 (0) 020 7183 2248 and request, that the card be blocked. 2.Write an e-mail to, providing your first name, surname, the card number (it can be found in your ONECARD e-wallet), as well as the approximate time when the card was lost or stolen.
3.Online Chat with support team during working hours on weekdays. 4.Log into you ONECARD e-wallet, CARDS, choose option BLOCK.
How can I protect myself against card fraud?
Here is what you should do to protect yourself:
• Sign new cards as soon as you receive them.
• Keep your card account numbers and personal identification number (PIN#) in a confidential place and separate from your cards.
• Check your cards periodically to make sure none are missing.
• Destroy and dispose of copies of receipts, airline tickets, travel itineraries, anything that displays your card numbers
• Memorize your PIN.
• Check out unfamiliar companies by calling your local consumer protection agency.
• Don’t provide information that you’re uncomfortable giving.
• NEVER give anyone the password that you use to log on to your online account or Internet Service Provider.
• Don’t provide financial account information unless you are paying for a purchase using that account.
What should I do if my card is stolen?
If your card is lost/stolen, call +44 (0)20 3327 1991, +44 (0) 020 3468 4112 , +44 (0) 020 7183 2248 or email Prepaid Financial Services LTD info@prepaidfinancialservices.com After that contact us to request a new card.
Also, you can block a card in your personal ONECARD e-wallet. If you still have your card but fraudulent purchases have been made, call +44 (0)20 3327 1991, +44 (0) 020 3468 4112 , +44 (0) 020 7183 2248 or email Information relating to the latest fraud trends and scams can be found here www.europol.europa.eu/newsroom .
Verification
Why do I need to verify my identity?
You need to verify your identity in order to use your ONECARD account. This policy is in line with a banking regulation commonly known as Know Your Customer (KYC) and is the process of a business verifying the identity of its clients. This is not only as an anti-corruption and as fraud measure, but also to prevent unauthorized use of personal data.
Why do I need to verify myself?
A non-verified customer has significantly lower loading, cash withdrawal, payment and balance limits. The verification procedure can be done in the ONECARD e-wallet by uploading copies of documents that prove the individual’s residence and identity.
After successfully completing the client identification process, a non-verified customer become verified and can fully enjoy all the features and benefits of the card. Verified customer, has higher loading, cash withdrawal, payment and balance limits. More information about limits you can find here
How to get my personal identification verified?
After receiving your ONECARD prepaid Mastercard card login into your e-wallet and upload the following documents:
Upload a scan or picture of a valid passport or ID card (from both sides).
Documents that can be used as proof of address:
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online)
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In addition, to verify your personal address you can upload:
Bank statement / Building Society Statement / Credit Card Statement in PDF or receive via post (cannot be older that 90 days)
Letters form Home Office / Treasury / Revenue & Customs / etc. (cannot be older than 90 days)
Why my verification documents ware not confirmed?
The most common rejection reasons after all documentation were uploaded are:
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• Low picture quality of documents. • Copy of the document or photo was edited or changed. • Invalid passport or ID card. • ID card only one side uploaded |
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• Uploaded bill is older than 3 months. |
How to upload new documents when verification not confirmed?
Please login into your personal ONECARD e-wallet, PROFILE and attach correct new documents.
How long does it take to verify my account?
Verification generally takes 2-3 business days. Please keep in mind that all of our compliance checks are performed for your security.
How I will know that my verification is completed?
When identification procedure done you will receive SMS with information about successful verification. In addition, you can find this information in your personal ONECARD e-wallet.
How can I edit my personal details?
To edit your personal details, please contact our support team via mail or live chat. Important!
To edit your personal details ONECARD need to verify you. As proof of personal information change, we will request necessary supporting documents.
Account and Payments
Can I open a multi-currency account?
Unfortunately, we support only the Euro currency account.
How can I open ONECARD account?
To open your ONECARD account you need to complete an online registration on our webpage.
What is the age limit?
To open ONECARD account you need to be at least 18 years old.
Can I open ONECARD account in my country?
ONECARD account is available for residents of the European Union and European Economic Area (EEA). European Union and European Economic Area (EEA) – the following countries, islands, and territories: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Cyprus, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom, Canary Islands, Ceuta, Melilla, Azores, Madeira, Aland Islands, Jan Mayen, Gibraltar, French Guiana, Guadeloupe, Martinique, Réunion, Saint Martin (French Part), Mayotte.
Please note: San Marino and Monaco are not allowed to open an account.
Do I have a unique account number?
Each identified ONECARD customer has a unique IBAN account in EURO currency.
Where I can find my unique account number?
Your International Bank Account Number (IBAN) is shown in your personal ONECARD e-wallet dashboard and in your Profile section. IBAN is shown only after approval of Identification documents. (KYC)
What is an IBAN?
IBAN stands for International Bank Account Number and is a number attached to all accounts in the European Economic Area. The IBAN is made up of a code that identifies the country the account belongs to, the account holder’s bank and the account number itself. The IBAN makes it easier and faster to process cross-border payments.
How can I deposit my ONECARD account?
There are many options on how to deposit your ONECARD account :
1. Bank transfer via SEPA payment. Details for bank transfer can be found in our ONECARD e-wallet.
2. Bank transfer via SWIFT Payment. Details and instructions available in your personal ONECARD e-wallet.
3. Transfer between ONECARD customers. *Please, note that both customers should be verified by the KYC procedure. All you need to know is the registered email of funds receiver.
What is ONECARD e-wallet?
E-wallet is a type of prepaid account in which a customer can store money for any future online transaction. An E-wallet is protected with a password. With the help of an E-wallet, you can send and receive payments, check balance, view account reports.
What transfer details I need to provide to make SEPA transfer to my ONECARD account?
In order to make euro SEPA transfer to your ONECARD account,the following payment details should be provided to money sender: Beneficiary name: Your name and surname Account: Your IBAN account number ( you can find it in your e-wallet.) Bank: Prepaid Financial Services BIC/SWIFT: PFSRIE21 Bank address: 5TH FLOOR, LANGHAM HOUSE 302-308 REGENT STREET, LONDON, W1B 3AT
In what currency I can deposit my ONECARD account?
Money can be deposit to the ONECARD account by SEPA payments in EUR currency. Also, it is possible to receive SWIFT payments. Special instructions how to receive SWIFT incoming payments are available in your personal ONECARD e-wallet. Please note that if an incoming transfer is NOT in EUR currency, this payment will be automatically converted to EUR. We are not able to send SWIFT payments.
From which countries I can receive the money to my ONECARD account?
You can receive the SEPA payments from SEPA area (European Union, European Economic area) only in EUR currency. Also, it is possible to receive SWIFT payments. Special instructions how to receive SWIFT incoming payments are available in your personal ONECARD e-wallet. Please note that if an incoming transfer is NOT in EUR currency, this payment will be automatically converted to EUR.
What is SEPA Payment?
The Single Euro Payments Area (SEPA) is a payment-integration initiative of the European Union for simplification of Euro bank transfers. The area consists of the 34 member states: Austria, Belgium, Cyprus, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Portugal, Slovakia, Slovenia, Spain, Bulgaria, Croatia, the Czech Republic, Denmark, Hungary, Poland, Romania, Sweden, United Kingdom & Northern Ireland, Iceland, Liechtenstein, Norway, Monaco, San Marino, and Switzerland.
Who can transfer funds to my ONECARD account?
Anyone can transfer funds to your ONECARD account – relatives, friends, employer, etc. However, in conformity with the relevant regulatory enactments and for the purposes of the prevention of money laundering, we may ask you to present additional information about the origin of these funds.
How long does it take to load money through SEPA transfer?
It depends on the bank through which you made a SEPA transfer. Usually, it takes from 2-5 working days. It can take longer from some countries so please be patient.
To which countries I can make a transfer from my ONECARD account?
You are able to send payments to SEPA area (European Union, European Economic area, Liechtenstein, Iceland, Switzerland and Norway) countries. Please note that we are not able to send payments to Monaco and San Marino.
How to send money from my ONECARD account to another bank account?
Login into your ONECARD e-wallet, press the button Payments, and then enter the transfer data: account number, receiver’s name, amount, and confirm the payment.
What is the fee for transfers?
You can find all the information about fees and limits here
I did not receive a payment to my ONECARD account. What to do?
If you did not receive the payment to your ONECARD account in 4 banking days, please contact our Support team by mail support@theonecard.eu and attach the statement of made payment where we could see the payment date, amount, payer and sender account numbers. Please pay your attention that for incoming SWIFT payments there are special instructions on how to receive SWIFT payments. Instructions available in your personal ONECARD e-wallet
Important : The ONECARD account is operating in EURO currency. All other currency top-ups and bank transfers to ONECARD account will be converted to EURO currency.
Is it possible to cancel the outgoing payment?
Unfortunately, but it is no possibility to cancel the outgoing payment which has been sent from your ONECARD account.
What if transfer exceeds the maximum allowed monthly or a yearly balance?
In this case, the Account Funding team will contact you to resolve this case individually. An additional fee will be charged.
Can I have multiple accounts under the same name?
No, each customer has only one account.
How can I transfer funds between ONECARD customers?
1.You can transfer funds between ONECARD customers by regular SEPA transfer.
2.Also, you can transfer funds to another ONECARD customer by option CARD TO CARD Transfer. You can find this option in your personal ONECARD e-wallet – Card Transfers. *Please, note that both customers should be verified by the KYC procedure. All you need to know is the registered email of funds receiver.
Do ONECARD customers earn interest on the balance of their account?
No, customers will not earn any interest on the balance of funds loaded onto their cards or incur any interest on their spending.
How can I cancel and close my account?
You can cancel your ON€CARD prepaid Mastercard at any time. Send an e-mail to Please state your name, card number, date of birth and reason for termination. Your card will be closed and you are responsible for the destruction of your card. Note: First, clear your balance by spending this (online) or by withdrawing the money from an ATM. A refund is also possible for this, however, a fee will be charged.
What is the maximum balance I can have on my ONECARD account?
Information about terms you can find here