Frequently Asked Questions

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.
The ONECARD prepaid Mastercard is a reloadable, prepaid card that you can use to shop online or in-store at over 36.9 million locations worldwide. It is directly linked to your ONECARD e-wallet, so you have instant access to your funds anytime, anywhere. Also, you can use it to withdraw cash instantly at 2.1 million ATMs locations displaying the Mastercard Acceptance Mark.
No. The ONECARD prepaid Mastercard is not a credit card. Neither is linked to your bank account. No credit checks are required.
You need to log in to ONECARD e-wallet system and complete online registration.
You will receive your ONECARD Prepaid Mastercard within 5 business days starting from the day when the online registration complited. 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.
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.
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.)
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.
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.
If you do not receive your ONECARD prepaid Mastercard during 4 weeks, please contact our Support team via mail or LIVE chat.
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.
To replace the card you have 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.
The validity period of ONECARD prepaid Mastercard payment cards is 3 years.
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.
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.
Fees and Limits available on our website here
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.
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.
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.
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.
A financial institution or an ATM owner may charge a fee for their services.
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 , 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.
Customer can apply for only one card. If you are a business client, you can get unlimited physical cards
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.
Yes, ONECARD prepaid Mastercard is a contactless card.
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.
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.
At the moment we provide only Mastercard Prepaid cards.
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.
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.
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.
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.
Yes, with Mastercard Zero Liability coverage, you can shop wherever Mastercard is accepted without risk. Your online purchase protected with MasterCard SecureCode (3DS code) and your purchase protected with PIN request.
More information about MasterCard SecureCode (3DS code) and PIN you can find in topic Security.
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.
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
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.