Requests and Notifications for Account Changes
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How do I request benefits under the Servicemembers Civil Relief Act (SCRA)?#
To request benefits under the Servicemembers Civil Relief Act (SCRA), contact our Customer Support team and ask to have SCRA applied to your account.
After you submit your request, you will receive an email with the next steps. You may be asked to provide documentation in connection with your request.
How do I request Power of Attorney or other account authorization?#
If you have authority such as Power of Attorney, guardianship, or conservatorship over a OnePay customer’s account, contact our Customer Support team to request authorization.
To process your request, you will need to provide valid legal documentation that supports the relationship. The documentation must be current, clearly identify both the account holder and the authorized person, and grant authority to manage the OnePay account. Examples of acceptable documentation generally include a notarized Power of Attorney, a court order for guardianship or conservatorship, or a signed Letter of Authorization, if applicable.
To send the documentation, you can contact our Customer Support team to request a secure electronic document link, or mail your documents to OnePay, PO Box 513717, Los Angeles, CA 90051-3717.
How do I notify OnePay that a customer is deceased?#
To notify OnePay that a customer is deceased, contact our Customer Support team.
OnePay will need a copy of the death certificate and documentation showing authority to act on behalf of the estate, such as executor or estate administrator documentation.
After you notify us, you’ll receive instructions on how to submit the required documents.
How do I notify OnePay that I’ve filed for bankruptcy?#
If you’ve filed for bankruptcy, contact our Customer Support team to let us know.
To help with the review, OnePay may request information such as your bankruptcy case number, the bankruptcy chapter (for example, Chapter 7 or Chapter 13), or related bankruptcy documentation. Documentation is helpful but not always required. If documents are requested, you’ll receive an email with instructions on how to submit them, including a secure upload option if needed.