Using your Physical Card
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In this article
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In this article
What is a Physical Card?#
A physical card is the plastic card connected to your OnePay Checking balance used to make purchases or withdrawals.
The following physical cards are available for customers who bank through OnePay:
OnePay Debit Card
The Retail Card is not a standard physical card. Special restrictions may apply.
If you add a teen to your account as an authorized user, they will receive their own Builder Card. It's a secured Mastercard credit card linked to their Checking section, so purchases and ATM withdrawals, if enabled, are deducted from their available Checking balance.
Where can I use my Physical Card?#
When you bank through OnePay, you can make purchases with your OnePay Debit Card or Builder Card worldwide, wherever Mastercard® is accepted. Builder Card customers receive a virtual debit card for use when a credit card may not be accepted, such as loan payments, and peer-to-peer transactions.
Why was my card declined?#
If your transaction is declined, be sure to check the following:
You have enough money in your Checking balance to cover the transaction
You have not frozen your physical card
Your physical card is activated
The same home address listed on your OnePay account is what you are using for any billing information you are providing to the merchant
The transaction does not exceed the $5,000 daily spending limit on OnePay debit cards
If the transaction is still declined after confirming these details, please contact Customer Support or say Agent in chat to speak with a OnePay Specialist.
If your teen is an authorized user on your account, their card may also be declined because of spending limits or merchant category restrictions you've set.
Can I use my card at a hotel?#
You can use your physical card at hotels. Hotels may hold money on your account for “incidentals” that may exceed the amount of your reservation.
An authorization hold (sometimes called a ‘card authorization’ or ‘preauthorization’) is a hold placed on the available balance in your account to make sure there is enough money to cover what the final charge could be. The hold will be removed when the final transaction is posted to your account, the hold is canceled by the merchant, or the hold expires. If the transaction is not finalized after 7 business days, the hotel hold will expire.
How does a gas transaction show up in my account?#
Gas stations authorize a hold that is often greater than the final cost of the transaction. Once the transaction is posted, the hold is adjusted to reflect the actual purchase price, and any remaining funds are released back into your account.
If your card is declined when attempting to pay at the pump, try making the purchase for a specific dollar amount available in your Checking balance with the cashier.
Can I cancel a OnePay debit card transaction that is still pending?#
No, you are not able to cancel a debit card transaction that is pending. Once your transaction clears, you can chat with our Customer Support team or call our Customer Support team at 1 (855) 830-6200 if you need to file a dispute.
How do I find my OnePay debit card number?#
You can find your physical card number in the app:
Select the card icon from the Checking or Savings screen of the OnePay app
Toggle on Show card number.
You can also tap here to view your card number in the OnePay app.
How can I see my most recent transactions in the OnePay app?#
To see your most recent transactions:
Tap Checking or Savings in the OnePay app
Then select a pocket or goal
You can also tap here to see your transactions in the OnePay app.
What is my billing address?#
Your billing address is the same as your home address. To find it in the app you can:
Tap the profile button in the top right corner of the Home screen to access your Profile
Select Account then Personal Information
Locate your home address
You can also tap[https://web.onepay.com/link/profile/editprofile] to see your billing address.
Why does my balance show on some transactions but not others?#
You may notice a "Your balance after this transaction" amount on some transaction details — this shows what your account balance was right after that transaction was posted, along with an arrow (↑ or ↓) indicating whether your balance went up or down.
This balance will not appear on pending or held transactions. Because these transactions haven't fully settled yet, the amount may still change before posting. Once a transaction posts, the balance will appear on its detail screen automatically.