MONEY MADE EASY.
Welcome to the OneFor Help Center! Here you can find answers to frequently asked questions about our services, transfers, payments, family connections, and card features.
Accounts, Profiles & Settings
How to Create a OneFor Account? Follow the process:
- Download the app: Available on the App Store and Google Play
- Register account: Enter your e-mail and phone number
- Verify your identity: Upload a copy of your ID passport or residence permit
- Confirm your address: Use a residence permit utility or bank statement
How long does it take to create a OneFor account ?
It only takes five minutes. Simply download the app, register with your email and phone number, verify your identity, and confirm your address. After completing these steps, your account will be ready to use.
What documents are needed to verify my identity?
You need to scan your ID, passport, or residence permit.
How can I confirm my address?
You can use a residence permit, a utility bill, or a bank statement.
How do I change my app language or username?
Open the app, go to your profile, select "Preferences," and update your language or username.
How do I enable or disable notifications?
In the "Preferences" section, you can toggle notifications on or off. Keeping them enabled ensures you receive updates on payments, messages, and transfers.
Can I hide my account balance?
Yes, you can replace it with asterisks (***) in the "Preferences" section or just touch the balance.
How can I change my PIN or password?
Go to "Privacy & Security" in your profile. To change your PIN, enter the current one, set a new one, and save. To change your password, enter your current password, create a new one with at least one uppercase letter, one lowercase letter, one number, and one symbol, then save.
Where can I find the Privacy Policy and Terms?
They are available in the "Privacy & Security" section of the app.
How do I deactivate my OneFor account?
Transfer any remaining funds to another account, then follow the deactivation steps in the app.
Where can I find my IBAN?
Open the app, go to "Account Details," and select "International." Your IBAN will be displayed there.
Who can open a OneFor Junior account?
Only parents/guardians can open Junior account for their children aged 7-17 can open an account, but they must have their own phone number and email.
How do I add a Junior account?
Go to "Wallet," select the Junior card, and click "Add Junior." Alternatively, go to "More" and press the plus (+) button.
What documents are needed for a Junior account?
A passport, ID card (if over 16), or birth certificate.
How does a Junior complete registration?
They receive an email with a registration link, confirm personal details, set a password, verify their email, enter an SMS code, and set a PIN or enable biometric authentication.
How do I order a Junior Mastercard?
Go to "Wallet," select the Junior card, click "Order Card," choose a color, and confirm the shipping address. The card will arrive by mail within a few days.
How can parents manage a Junior account?
Open the app, go to "More," select "Junior Accounts," and review transactions. Parents can approve transactions and oversee account activity.
Cards & Security
How do I order a Physical OneFor Mastercard?
Once your identity is verified and accounts are set up, go to "Wallet," select "Debit," and click "Order Card." Your card will arrive within two weeks.
How do I activate my Physical Mastercard?
Open the app, go to "Wallet," select "Debit," and click "Activate Card." Enter the last four digits and set a PIN.
How to Activate Your Virtual Mastercard?
To activate your Virtual Mastercard, open the app and go to Wallet. Select Virtual, then click on Activate Card. Finally, set a PIN for your virtual card, and you're all set!
How to Make Online Payments with Your Virtual Mastercard?
Once you've selected the product you want to buy, follow these steps to retrieve your card details: Go to Wallet, select Virtual, and click on Preferences. Then, tap View Details and enter your app PIN or use Face ID. You’ll see partial card details displayed—click Reveal to access the full card number needed for your online transaction.
How to Change the PIN of Your Virtual Mastercard?
If you want to change your Virtual Mastercard’s PIN, go to Wallet and select Virtual. Click on Preferences, then tap Change PIN. Enter your app PIN or use Face ID, then set and confirm your new PIN. Congratulations! Your virtual card’s PIN has been successfully updated.
How to Replace Your Virtual Mastercard?
To replace your Virtual Mastercard, go to Wallet and select Virtual. Click on Preferences, then choose Replace Card. Review the information and confirm by clicking Continue.
What should I do if my card is lost?
Go to "Wallet," select "Debit," click "Preferences," and choose "Report Lost Card."
How do I block my card?
Go to "Wallet," select "Debit," click "Preferences," and choose "Block Card."
Can I change my spending limits?
Yes, go to "Card Limits" under "Preferences" in the "Wallet" section.
How do I change my card PIN?
Go to "Wallet," select "Debit," click "Preferences," and choose "Change PIN." You will need to enter your app PIN or use Face ID.
How do I check my transaction history?
Go within your app, click “Transaction” and see all your transaction history.
Transfers & Limits
How to do within-app transfers work on OneFor?
OneFor makes sending money between users simple and instant. If both the sender and receiver have a OneFor account, they can transfer funds within the app for free, without any delays or hidden fees. These transactions happen in real-time, meaning the recipient receives the money immediately.
Are within-app transfers on OneFor instant?
Yes, within-app transfers on OneFor are instant. Money moves between OneFor accounts in just 0.2 seconds, ensuring rapid transactions.
How can I send money to another OneFor user?
To send money to another OneFor user, simply select a contact within the app and send money instantly. It's as easy as sending a text message.
How can I send money to another OneFor user?
To send money to another OneFor user, simply select a contact within the app and send money instantly. It's as easy as sending a text message.
What is the maximum amount for an international transfer?
- Daily: 5,000 (inflows/outflows)
- Monthly: 15,000 (inflows/outflows)
- Yearly: 70,000 (inflows/outflows)
Can I cancel a within-app transfer after sending it?
Given the instant nature of OneFor's transfers, canceling a transaction after it's been sent may not be possible. For assistance with specific transactions, it's best to contact OneFor's customer support promptly.
Do both the sender and receiver need a OneFor account for within-app transfers?
Yes, both the sender and receiver need to have a OneFor account to facilitate within-app transfers. This ensures that money moves instantly and securely between accounts.
How do I find my contacts in the OneFor app to send money?
OneFor allows users to add payment recipients directly from their phone's address book, simplifying the process of finding contacts to send money.
How do I receive an international transfer and what details does the sender need for a SEPA transfer?
To receive an international transfer on OneFor, share your full name, your IBAN and BIC/SWIFT code with the sender and wait for the transfer to arrive.
What currencies are supported for within-app transfers?
Currently, OneFor only supports transfers in EUR. However, you can use your OneFor account anywhere in the world to send, receive, and pay with EUR. Even if you're in a country that uses a different currency, you can still make payments or withdraw money into any ATM that accepts Mastercard.
How do I send an international transfer?
Click "Send," select "Bank Transfer," add the recipient, enter their details, input the transfer amount, and confirm.
Customer Support & Troubleshooting
How can I contact OneFor customer support?
OneFor offers 24/7 customer support through various channels:
- Phone: +49 211 97539038
- Email: support@onefor.com
- In-app chat & website chat
How do I dispute an unauthorized transaction?
If you notice an unauthorized transaction, you can change the PIN through the app or you can contact OneFor customer support immediately. Provide any relevant information for the support team and they will investigate the issue and guide you on the next steps to resolve it.
What should I do if I encounter a technical issue with the app?
If you encounter a technical issue with the OneFor app, try restarting the app, checking your internet connection, and ensuring the app is updated to the latest version. If the problem persists, contact OneFor customer support with a detailed description of the issue for further assistance.
Compliance & Security
Is OneFor a regulated financial service?
Yes, OneFor operates under strict regulatory frameworks. OneFor's financial services are provided in partnership with licensed financial institutions that comply with EU regulations, ensuring security, transparency, and compliance with financial laws.
How does OneFor protect my funds and personal data?
OneFor prioritizes security by using advanced encryption, multi-factor authentication (MFA), and secure data storage to protect your personal and financial information. Your funds are safeguarded in regulated financial institutions, ensuring compliance with EU financial security standards.
What are OneFor’s anti-fraud and money laundering policies?
OneFor implements strict anti-money laundering (AML) and fraud prevention measures. This includes customer identity verification (KYC), transaction monitoring, and real-time fraud detection systems to prevent unauthorized activities and financial crime. OneFor fully complies with EU AML directives to ensure a safe and transparent financial environment.
A Guide to Understanding Open Banking & PSD2
What is PSD2?
PSD2 (Payment Services Directive 2) is the revised Payment Service Directive that aims to better align payment regulation with the market and technology enhancements, including Open Banking. The updated directive governs payment services and payment service providers throughout the European Union and European Economic Area, supporting significant advancements in the financial services regulations introduced by the EU.
At OneFor, we are committed to providing our users with the greatest possible experience when it comes to managing their finances and the transparency they deserve. As a result, we provide third-party providers (TPP’s) with the ability to integrate with our service. In turn, where third-party providers have integrated with us, our customers can access their accounts via Open Banking, and utilize an additional range of features available via third-party providers.
What is Open Banking?
Open Banking is a system that allows customers to securely share their financial data with third-party providers, such as banks, fintech, and other financial services companies.
The data available can be utilized to develop inventive products and services that aid customers in effectively managing their finances by providing access to their accounts across various banks and facilitating informed decision-making about their money matters in new and inventive ways.
Why was PSD2 created in the first place?
Before PSD2 was introduced, only you and your bank had access to your payment data. PSD2 allows you to decide if you want to securely share your data with anyone else. PSD2 enables more competition in the payment market, allowing firms other than your bank to view your payment data where you provide permission. Creating fair competition for new industry players. It seeks to improve customer protection, boost competition and innovation in the sector and reinforce security in the payments market, all of which are expected to enable the development of innovative payment and e-commerce methods. The goal of PSD2 is to increase the security of electronic payments and the protection of consumers' financial data while also improving all aspects of the customer experience in a bank. Third-Party Providers (TPP’s) who would like to integrate with OneFor can access our Developer Portal here: Tell Money - Control Centre
What Technology is Required for PSD2.
At the heart of PSD2 is the promotion of the use of open APIs, allowing third-party providers (TPP’s) to access customer data and payment services from banks and other payment service providers. This is done through the use of secure application programming interfaces (APIs) that meet the requirements of PSD2 regulations.
Such APIs allow account holders to give third-party providers access to their account informationheld with their banks or other payment service providers. The regulations mandate the use of strong customer authentication (SCA) to ensure that customers are properly identified and authenticated when utilizing open banking services. Open Banking technology includes the use of secure communication protocols, such as Transport Layer Security (TLS) and Secure Sockets Layer (SSL), to ensure that all sensitive data is encrypted and secure when being transmitted between the customer, the bank, and the third-party provider. PSD2 sets out frameworks that are used to help ensure that payment services are secure, efficient, and accessible for both consumers and businesses.
What are the broader objectives of PSD2 in promoting customer rights?
- Transparency
- Informing
- Charge
- Earmarking of Funds
- Surchargin
How does PSD2 seek to improve customer rights?
Authentication
Demands strong customer authentication (SCA) to verify the identity of customers when making payments.
Protocols
To use secure communication protocols such as Transport Layer Security (TLS) and Secure Sockets Layer (SSL) to protect data in transit.
APIs
Mandates that banks employ application programming interfaces (APIs) to provide third-party suppliers access to client data.
AES
PSD2 also requires banks to use advanced encryption standards (AES) to protect customer data.
Encryption
Compels banks to secure client data with sophisticated encryption standards (AES).
Accounts
Requires banks to use two-factor authentication to protect customer accounts.
SCA (Secure Customer Authentication)
PSD2’s new SCA (Secure Customer Authentication) requirement is intended to reduce fraud and make online and contactless offline payments more secure.SCA rules must be followed when facilitating and accepting payments. The SCA (Strong Customer Authentication) rules require at least two of the following three components to be utilized for all electronic transactions:
Knowledge
Something the customer knows, such as a PIN or password.
Possession
Something the customer owns, such as a mobile phone or payment card.
Inherence
Something the customer is, such as their fingerprint.
Remote Transactions
A unique authentication code that dynamically connects the transaction to a certain amount and specific payee
When will SCA have to be applied?
When consumers utilize an extra service via Open Banking to review their payment account or an aggregated view of their payment accounts: The 1st time the account (or aggregated view) is consulted. At least every 90 days (about 3 months).
When consumers utilize an extra service via Open Banking to review their payment account or an aggregated view of their payment accounts:
The 1st time the account (or aggregated view) is consulted. At least every 90 days (about 3 months).
Potential roles:
- Account Information Service Providers
- Payment Initiation Service Providers
- Account Servicing Payment Service Providers
When you need us, we are here 24/7
Got a question? There always someone ready to help:
In app chat integrated through application
Email support@onefor.com
