FAQ

How to use OneFor?

1. How do I log in to my account and start making transfers?

First you need to open the OneFor App on your phone and select “login”. Enter your credentials as required and you’re all set to use the App.

2. How do I update my contacts in the One For App?

The easiest and simplest way to keep your contacts within the App updated is to allow OneFor access to your phone’s contacts. We apply the highest security when doing so thus all your contacts information will be safe. Another way of adding contacts is though IBAN account numbers which can be added within the App.

3. How do I invite my friends and family members to my OneFor circle?

You will find the “Invite” option inside the Main Menu of the App. Through this option, you’ll be able to generate a referral code and share it with anyone you wish to invite to the OneFor App.

4. How do I invite a Non-EU user to my OneFor circle?

We have designed a simple process of inviting and connecting with Non-EU users via the App. You’ll be able to generate a connection code within the App, share it with your desired Non-EU user and once they create their accounts, confirm the connection.

5. Where can I use my debit card?

You can use your debit card at any point of sale worldwide, be it a physical shop or online. In case you need to withdraw cash, the card is usable at any ATM.

6. How do I edit my profile in the App?

You can edit your main account information via the Settings menu within the App.

7. How can I close my OneFor account?

You will find the option to close your OneFor account in your Profile section within the App.

8. What happens if I change my phone?

it is quite simple. You will need to download the OneFor App on your new phone and log into your account with the existing credentials. Don’t forget to log out of your account on your old device.

9. How do I change my email address for the OneFor App?

As the email address is one of the most crucial identifiers of your user-ID, in order to change it you must contact our Helpdesk and they will assist you with this request.

10. How many Non-EU users can I add to my OneFor circle?

If you are an EU resident, you can add up to 5 Non-EU users to your OneFor circle.

11. Does my sponsored/invited Non-EU companion know how much money is in my OneFor wallet?

No, all your card transactions and other details are only visible to you.

12. Is OneFor directly connected to my bank account?

No, your OneFor App only includes your OneFor card and IBAN Account (if you are an account holder residing in the EU). You cannot add other bank cards or account to your OneFor wallet.

13. What happens with the money once the receiver withdraws it?

As with any other ATM withdrawal, the amount withdrawn will be debited from the users wallet in return for the cash received from the ATM.

14. As a user outside the EU, how can I get the OneFor App?

In order to benefit from the services of OneFor you have to register for the service with a sponsoring code by someone within the EU who already has an OneFor account. Once you obtain the code, you will have access to the App and a European debit card.

15. Do you have video tutorials that demonstrate how to use the OneFor App?

Yes we do. You may find the tutorial demonstrating how the application works in the “How it works” section of the OneFor website. For further assistance regarding the app, you can also contact us through the OneFor Chat.

Transactions with OneFor

1. How can I send money to another OneFor Account?

Within the App, you will find the option to send money in the menu. You will have to enter the information of the recipient and confirm the transaction.

2. How do I request money from another OneFor user?

You can request funds directly from the App. Select who you want to request money from in your list of contacts and enter the amount you would like to request from them and they will automatically be notified about your request.

3. How can I send money via bank transfer?

Within the App, you will find the option to send money via a SEPA transfer. You will be asked to enter the IBAN of the recipient, the amount to be transferred and to confirm the transaction.

4. Can I invite someone to OneFor by sending them money?

Yes, you can. As the transfer is processed, the new user will receive an invitation message automatically. The amount transferred will be kept in a pending state until the new user has signed up and registered on OneFor.

5. Will I get informed about any transaction errors?

Yes, you will be notified with a warning of information error within the App as you enter the transaction details. However, some errors might occur due to issues outside of our network and they will be available after a specific period.

6. What do I do if the the recipient did not receive the money transfered?

In this case, please contact our Helpdesk so that they investigate the transfer issue in more detail.

7. What exchange rates does OneFor use?

Your accounts funds will be maintained in EURO only. When you withdraw other currencies from ATM’s or make payments in points of sales of other currencies, the exchange rate applied will be rate applied by MasterCard.

8. How do I cancel a transaction I made?

One of the main benefits of OneFor is that payments are processed instantly. Therefore, cancellation of transactions is not possible.

9. How do I add recipients?

Within the App, you will find the option to add recipients to your contact list through the Connections menu.

10. Is there a minimum and maximum amount for transferring money?

There is no minimum amount required for transferring money. As per the maximum, the maximum amount of daily transfers is set to 5.000 EUR. This amount can be increased by presenting a justified request, however, supporting information and possibly documents will be requested by OneFor before the request is approved.

11. Can I keep track of all the transactions I did in the App?

Yes, all your transactions information will be visible to you in the transaction list and account statements.

12. How do you calculate your exchange rate to other currencies?

As OneFor uses MasterCard’s infrastructure for its services, all the exchange rates for card transactions are the same as those applied by MasterCard.

13. Can I transfer money in different currencies?

Unfortunately no. You can load your OneFor account with only EURO’s, thus any transfer you initiate from an account in another currency should be denominated in EURO.

14. Does the receiver get the money in the original currency or their home currency?

The funds are always transferred in EURO, thus the receiver will get them in EURO. All transactions made to any other currency should be denominated in EURO.

15. Will I receive real time notifications for my transfers as they happen?

As transfers are processed instantly with OneFor, you will receive a notification once the transfer is completed. Nevertheless, if there are any issues with your transaction, our 24/7 Helpdesk will be at your service to assist you.

16. If a transaction fails, where should I turn for help?

For any issues with transactions that you might have, or any assistance you might need from us, our in-app 24/7 Helpdesk, the website chat, email or telephone customer service teams are always available.

17. How long does it take for me to receive the money?

Within the OneFor network the payments are instant. Payments to other banks within the EU are executed within 24 hours, while payments to banks outside the EU are executed within 48 hours. Note that time zone differences might affect the processing time.

18. How fast is the transfer executed?

19. How long does it take for me to receive the money after I have made a request from my contact?

Once your request has been confirmed by the person you requested money from, the transaction is processed immediately.

20. How will I receive the money?

Once your request has been confirmed by the person you requested money from, the funds will be transferred to your account immediately, visible and available on your card & account to use.

21. Why and how is transferring money from OneFor more convenient than doing so from a traditional bank?

Transferring funds from the OneFor App is easier due to the intuitive interface of the app our focus on comfort and security. Most importantly, the transfers executed are processed instantly through the app and within just a few seconds the funds are transferred to the recipient.

22. How long does a transaction take to be processed?

A transaction executed within the OneFor App takes only a few seconds to be processed and the funds are transferred to the recipient instantly.

Pricing

1. How much will I be charged for transaction fees?

For transactions from an EU-user to a non-EU user, and vice versa, the fee of the transaction is 2,70 EUR while for SEPA transactions within Europe the fee of the transfer is 0,70 EUR.

2. How much will I be charged for domestic transaction fees?

For SEPA transactions and transfers within Europe the domestic fee is 0,70 EUR. However it is worth noting that transactions and transfers within the App to another OneFor user domestically are free of charge.

3. How much is the Withdrawal Fee?

For cash withdrawals at ATM’s, the withdrawal fee is 1% (minimum 1.00 EUR) outside of the EU and 0.5% (minimum 1.00 EUR) within the EU.

4. What is the ALL-IN package?

The ALL-IN package is a special service package offered by OneFor through which for 14.70 EUR monthly you get unlimited EU-to-EU and international transactions at no extra cost. Add this package to your subscription and benefit from the freedom of accumulating fees.

5. What is the INTERNATIONAL TRANSFERS package?

The INTERNATIONAL TRANSFERS package is a special service package offered by OneFor through which for 4.70 EUR monthly you get up to 3 international transfers (From EU to non-EU and vice versa or between two non-EU users).

6. What is the EU-BANK-TRANSFERS package ?

The EU-BANK-TRANSFERS package is a special service package offered by OneFor through which for 1.70 EUR monthly you get up to 5 domestic SEPA transactions.

7. What is the standard tariff table?

An always up to date standard tariff table for OneFor services can be found on the website. Whilst most of the services offered by OneFor are free of charge, the following services have the accompanying fees: international transfers - 2.70 EUR, domestic transfers (SEPA) - 0.70 EUR, ATM withdrawals - 1% outside of EU and 0.50% within the EU (minimum 1 EUR applies), card ordering - 4.70 EUR. Take a look at our special service packages for better deals.

8. What is the fee structure for sending money to someone?

If you are sending money outside the EU you will be charged a fee of 2.70 EUR irrespective of the transfer amount. If you are sending money within the EU through a classic bank network (SEPA) you will be charged a fee of 0.70 EUR. Finally, if you are sending money peer-to-peer to another OneFor user the transaction is free of charge unless it’s the above case of crossing the EU borders.

9. Are there any cases in which the recipient pays a fee?

When transferring funds, the recipient does not pay any fees for receiving said funds. However, they will be charged the standard fees for withdrawing the funds in cash from an ATM or if they initiate a payment that falls under the paid services offered by OneFor.

10. Do fees vary from country to country?

The differentiation we make is EU and non-EU countries and the same fees apply to all the countries within these categories.

11. Will I be charged a fee for receiving money?

No, in transactions where you receive funds you will not be charged a fee.

12. Are there any maintenance fees for my account at OneFor?

No, the maintenance of your OneFor account is free of charge.

13. Are there any fees for closing my account at OneFor?

No, there are no account closure fees for your OneFor account. You can deactivate your OneFor account directly within the App and then proceed to delete the app as any other app in your phone.

14. Is the OneFor App free?

Yes, the OneFor App is free and available both in the Apple Store for iPhone users, as well as, Google Play Store for Android users.

Availability of OneFor

1. What is the availability of using OneFor services outside the European Union?

Any OneFor user outside the European Union needs to have a connected sponsor residing within the EU. Once a EU user sponsors the OneFor relationship with a non-EU user, the account will be validated and the non-EU user will be able to use the OneFor services. Note that the availability of OneFor is limited to sanctioned countries.

2. From which countries can I send money?

You can practically send money from everywhere to anywhere as long as both accounts (sender and receiver) are OneFor accounts.

3. To which countries can I send money?

You can practically send money from everywhere to anywhere as long as both accounts (sender and receiver) are OneFor accounts.

4. From which countries can I receive money?

You can practically receive money from everywhere as long as both accounts (sender and receiver) are OneFor accounts.

5. In which countries can I receive money?

You can practically receive money everywhere as long as both accounts (sender and receiver) are OneFor accounts.

6. Does the OneFor app work globally?

Yes, the OneFor app works worldwide. Sending or receiving money is available worldwide, however users from outside of the European Union need to have a sponsoring user who is a resident of the European Union before they can use the OneFor services.

7. Is the App available for bot iOS and Android operating systems?

Yes, the OneFor app is available on both the Apple Store for iOS users, as well as, Google Play Store for Android users.

Security

1. What cybersecurity protection protocols do you have in place?

We do our utmost to protect you from any attacks from the cyber world. We have embedded protection software in our OneFor app and have special monitoring services in place for suspicious activity. We also require out users to regularly change their login credentials as yet another step of increasing protection.

2. What do I do if I can’t recognize some transactions made with my account?

In case you spot any suspicious activity with your account, please immediately contact us via the Helpdesk and freeze your card and account directly within the app. If need be, you should also consider pursuing further measures outside of OneFor and as per the laws and regulations of your country.

3. What are the minimum criteria for setting a password for my account?

At a minimum, your password will need to have eight characters out of which one needs to be a number, one has to be an uppercase letter and one has to be a symbol/special character.

4. How secure is my personal data?

We protect your data by highly restricting access to our platform and infrastructure. We also adhere to the European Union General Data Protection Regulations (GDPR).

5. What makes your app more secure than others?

All the information within our app is encrypted. We acknowledge that all the personal information supplied by you to us is confidential and shall not be disclosed to any third parties without your consent. We shall record and keep these records as per the requirements of applicable legal acts and data protection policies. We shall retain your data stored after the agreement is terminated in line with legal requirements. We also adhere to the European Union General Data Protection Regulations (GDPR).

OneFor Debit Card

1. What is the debit card for users within the EU?

It is a regular debit card issued by MasterCard that can be used at any point-of-sale worldwide and any ATM accepting MasterCard.

2. What is the debit card for users outside of the EU?

It is a regular debit card issued by MasterCard that can be used at any point-of-sale worldwide and any ATM accepting MasterCard. However, if you are a OneFor user from outside of the EU you first need an OneFOR EU user to sponsor your account and verify your admission to OneFor and then you will get the debit card for usage.

3. How do I order my personalized debit card?

Within the OneFor app you will be able to go through the full ordering process, see the delivery status and activate the card yourself.

4. Is the OneFor debit card accepted at ATM’s worldwide?

As the OneFor debit cards are issued by MasterCard, one of the largest card providers in the world, the debit card is accepted in more than 180 countries and territories worldwide.

5. Is the OneFor debit card accepted at points-of-sale worldwide?

As the OneFor debit cards are issued by MasterCard, one of the largest card providers in the world, the debit card is accepted in more than 180 countries and territories worldwide.

6. How do I block/freeze my card?

You can block/freeze your card directly within the OneFor app, you’ll find the option in the Wallet menu. You could also contact us directly via the Helpdesk and we’ll have that taken care of.

7. How do I change the PIN number for my card?

You can change the PIN number of your card anytime directly within the OneFor app.

8. How do I reorder my debit card in case of loss or theft?

You can order a new card directly within the OneFor app, through the same process as you initially ordered your first card. Don’t forget to block/free your lost or stolen card as well.

9. What is the expiry date on debit cards?

The OneFor debit cards are valid for five years from the date of issue or until you or your sponsored user cancels the card.

10. What is the legal connection between an EU cardholder and a non-EU cardholder?

The Eu cardholder is the sponsor of the issuance of the card for the non-EU cardholder therefore they take on the responsibilities set out by MasterCard regulations for the issuance of the so-called Companion Cards to the non-EU cardholder.

Get started with OneFor

1. How do I register on OneFor?

You have to download the OneFor app for the Apple Store or Google Play Store and click on the sign-up button. Follow the instructions given for continuing with the registration.

2. How does the verification process work?

In order to open an OneFor account we have to verify your identify first. As we are a financial institution, we need to know who uses our services in order to keep all our users safe. We confirm your identity by you providing a valid ID document (passport, national ID, drivers license, etc.) and a valid proof of residing address (birth certificate, residence permit, utility bills, lease agreement, bank/pension account, etc.) and we finally ask you for a picture verification through a selfie. The whole process is conducted within the OneFor app.

3. How do I download the OneFor app?

The OneFor app is available both in the Apple Store, as well as, Google Play Store. Moreover, you can download the OneFor app directly from our website.

4. How much money can I transfer right away?

Before you have completed the identity verification process, you will not be able to transfer money via the OneFor app (except for out 1 EUR starting gift). Once you have completed the verification process, you can transfer money as per the limits shown in the OneFor app.

5. How do I invite my friends and family members to my OneFor circle?

You will find the “Invite” option inside the Main Menu of the App. Through this option, you’ll be able to generate a referral code and share it with anyone you wish to invite to the OneFor App.

6. How do I add money to my OneFor account?

If you are an EU resident you will get a regular IBAN account thus you can load you OneFor account either viad card top-up or via a money transfer from any other bank. If an EU user sponsors your OneFor account, you can receive money only by the sponsored account holder.

7. Can I transfer money from my current ebanking account to my OneFor account?

Yes, you can transfer funds from your existing bank account to your OneFor account anytime via a SEPA transfer.

8. Will I have to open a traditional bank account?

If you are a resident within the EU, by opening a OneFor account you automatically get an IBAN account through which you can make all your transactions.

9. What documents will I need to register for OneFor services?

All you need to register for our services is a valid ID document (passport, national ID, residence permit, etc.) and a record that proves your current address (utility bills, lease agreements, ownership contract, etc.).

10. Can I open an OneFor account if I am not 18 years old?

No. For the moment we offer our services only to users above 18 years of age.

11. Why should I choose OneFor over other Fintech option on the market?

OneFor offers services that allow you to have a direct interaction with your connections in an entirely new way, as it takes the human factor into account as well. We are proud to provide competitive pricing for all the services we offer and pride ourselves on the swiftness of our transactions with take seconds to be processed.