Frequently Asked Questions
Security

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.
In your ONECARD e-wallet click on Settings and in the 2-factor authentication section, click on ENABLE TWO-FACTOR AUTH.
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
Please, log in to ONECARD e-wallet here: https://theonecard.eu/login , choose option FORGOT PASSWORD, enter your e-mail and receive a new password.
To change password, please log in into your personal ONECARD e-wallet, option “Settings” and change password.
It is no possible to change an email address. Email address is also a user name to log into your personal ONECARD e-wallet.
Please contact our support team should you wish to change any of your personal information.
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.
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.
When you purchasing goods online and forgot your 3D Secure code option to reset will be provided when 3DS code required.
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.
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.
Your transactions are protected by two-step authentication. Every time you make transfer the additional authentication code will be required. Also we provide option to receive SMS or email notification about all funds 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
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 cards issuer, PFS, on +44 (0) 2071275093, and request, in English, 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.

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
  • Memorise 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
If your card is lost/stolen, call +44 (0)207 125 0321 or email us at support@theonecard.eu 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)207 125 0321 or email

Information relating to the latest fraud trends and scams can be found here www.europol.europa.eu/newsroom .