Frequently Asked Questions

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 used not only as an anti-corruption and fraud measure, but also to prevent unauthorised use of personal data.
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 becomes 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

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:

  • Gas Bill / Electricity Bill / Landline Telephone Bill (cannot be older than 90 days; may be printed online)
  • Cable Bill (only if it includes a landline telephone; cannot be older than 90 days; may be printed online)
  • Council Tax Bill / Water Bill (must relate to the current charging period)
  • TV License Renewal Notification (cannot be older than 90 days; must confirm the existence of a TV License)
Also to verify your personal address you can upload:
  • Bank Statement / Building Society Statement / Credit Card Statement in PDF or received via post (cannot be older than 90 days)
  • Letters from Home Office / Treasury / Revenue & Customs / etc. (cannot be older than 90 days)
The most common rejection reasons after all documentation were uploaded are:
  • Low picture quality of a documents.
  • Copy of the document or photo was edited or changed.
  • Invalid passport, ID card.
  • ID card only one side uploaded
  • Uploaded bill are older than 3 month.

Please note: To open ONECARD account you need to be at least 18 years old and resident of the European Union, European Economic Area or Liechtenstein, Iceland, Switzerland or Norway. (Monaco and San Marino residents are not able to open an account.)

Please login into your personal ONECARD e-wallet, PROFILE and attach correct new documents.
Verification generally takes 2-3 business days. Please keep in mind that all of our compliance checks are performed for your security.
When identification procedure done you will receive SMS with information about successful verification. Also, you can find this information in your personal ONECARD e-wallet.
To edit your personal details, please contact our support team via mail or live chat.


To edit your personal details ONECARD need to verify you. As proof of personal information change we will request necessary supporting documents.