FAQs

OnlyONE Visa gift card frequently asked questions.

1. How can I check the balance on my OnlyONE Visa Gift Card?

There are two ways you can keep track of your balance:

Visit www.onlyonegiftcard.com.au for your balance and transaction history

Call 1800 442 490

2.How do I use it?

The amount of every purchase you make will automatically be deducted from the value on the card. You should select the “credit” option when making a purchase at any merchant with a keypad. The OnlyONE Visa Gift Card cannot be reloaded with additional funds. Spending is limited to the amount of money placed on the OnlyONE Visa Gift Card at the time of purchase. For Visa cards that do not have a PIN, select credit, press enter and sign for the transaction.

3.Does my OnlyONE Visa Gift Card need a PIN?

No, your OnlyONE Visa Gift Card does not require a PIN to make a transaction. When prompted for a PIN on a payment terminal, simply press ‘Enter’ / ‘OK’, and sign for the transaction if required by the merchant.

4.Where can I use my OnlyONE Visa Gift Card?

You can use your OnlyONE Visa Gift Card at merchants who choose to accept Visa Prepaid cards. You can use it to make online purchases, at more than one merchant and to make purchases outside of . Purchases made in foreign currency are subject to a Currency Conversion Fee of 3.5% of the transaction value. This currency conversion fee is deducted from the cards balance.
You cannot use your Visa Gift Card:

at an ATM for any purpose to withdraw cash or for cash equivalent transactions
anywhere there is no electronic processing capability
for recurring payments, direct debit or instalments
at gambling merchants
at merchants displaying the Visa logo who choose not to accept prepaid Visa Gift Cards.

5.Why was a transaction declined?

There are a few reasons why a transaction might be declined, including:

The merchant’s connection to the Visa network is currently unavailable
The OnlyONE Visa Gift Card has not been ‘activated’
The transaction value is greater than the available balance on your OnlyONE Visa Gift Card. It is best to always be aware of your OnlyONE Visa Gift Card balance by visiting www.onlyonegiftcard.com.au
The merchant has elected not to accept Visa Gift Cards as a method of payment
Tolerance factors authorised for an amount more than the balance on the OnlyONE Visa Gift Card. Using your card in some merchants, for example restaurants or hotels, may apply a tolerance factor or up to 20% to cover incidentals i.e. tips
Your OnlyONE Visa Gift Card has been suspended or closed, or transactions with a particular merchant have been blocked, due to suspected fraudulent or illegal activity
The OnlyONE Visa Gift Card is damaged
The OnlyONE Visa Gift Card has expired

6.My Card balance is not available yet there are no transactions listed on the card?

Some merchants will place an authorisation ‘hold’ on funds pending the completion of the transactions. This is common with online merchants. Where funds are held, the amount that has been requested is held on your card for up to 10 working days where the merchant can complete the transaction. (Example – hold funds at time of an order but charge the card at time of dispatch). During this time the amount being held is not able to be used, and the hold does not appear on your card’s transaction history. If the merchant does not complete the transaction within 10 working days, the funds are returned to the card automatically and available for you to use. This is a standard process for any prepaid / debit /credit cards on the Visa network and is not determined by OnlyONE.

7.What do I do if I think my card is not activated?

Cards are loaded at time of purchase. If your card is not yet activated, or you cannot obtain your card balance, transactions history or expiry date via the website, please use the ‘contact us’ form on our website. We will require information relating to the cards purchase to assist with the investigation as to why your card is not yet active. If you have received the Gift Card as a Gift, you will need to speak to the card purchaser to obtain the information.

8.What if I want to buy something that costs more than the value of the OnlyONE Visa Gift Card?

If your purchase is greater than the value of the gift card, tell the cashier you would like to pay the difference first and then use your gift card to pay the remaining balance.
Unfortunately, most online merchants do not enable split payments via their online stores. This means for online purchases, the value of your OnlyONE Visa Gift Card must exceed the total value of your purchase.

The value of your OnlyONE Visa Gift Card can be combined with cash when you are making a purchase instore. At the option of each merchant, the value of your OnlyONE Visa Gift Card may also be combined with a credit or debit card, or cash payment. If you don’t tell the cashier you would like to use two forms of payment and then try to make a purchase for more than the amount on the OnlyONE Visa Gift Card, the transaction will be declined because you don’t have enough money on your OnlyONE Visa Gift Card.

9.What is an OnlyONE Visa Gift Card?

The OnlyONE Visa Gift Card is a prepaid card that can be used at merchants who choose to accept Visa prepaid cards and are processed electronically. Not all merchants accept Visa Prepaid cards. The OnlyONE Visa Gift Card carries the Visa logo like any Visa card, but because it is a prepaid card, spending is limited to the amount of money placed on the OnlyONE Visa Gift Card at the time of purchase. The OnlyONE Visa Gift Card cannot be reloaded with additional funds.

10.Can I add more money to the OnlyONE Visa Gift Card?

No, the OnlyONE Visa Gift Card is not reloadable, and it has no ATM functionality.

11.Can the OnlyONE Visa Gift Card be replaced if lost, stolen or damaged ?

OnlyONE Visa Gift Cards should be treated like cash and will not be replaced if lost or stolen. We recommend that you register your Visa OnlyONE via the website so that we may be able to assist you further should your card be lost or stolen. We are unable to assist without knowing which card number belongs to you. We cannot replace funds redeemed from a lost or stolen card. If your gift card is damaged, please contact us and we will replace your card for no additional fee.

12.How long is my OnlyONE Gift Card valid for?

Your OnlyONE Visa Gift Card expires on the date printed on the front of the card or when the remaining value reaches $0. When your OnlyONE Visa Gift Card expires, the card account will be closed, and any unused balance will be forfeited. When the balance reaches zero, or it expires, the OnlyONE Visa Gift Card should be destroyed by cutting it diagonally in half.

13.Who can buy or receive an OnlyONE Visa Gift Card?

Purchasing a Visa Gift Card does not require an application or credit check. You simply need to be able to pay for the value of the card and the purchase fee. Visa Gift Card users should sign their name on the back of the Visa Gift Card, if able to do so, as well as at the point-of-sale on a purchase receipt. If a Visa Gift Card user is unable to sign the Card or purchase receipt, then any other acceptable methods of may be used. We recommend that the card holder register their card via the website.

14.Can I use my OnlyONE Visa Gift Card at restaurants or other service industries when I have enough money left on my gift card to cover the bill for food or service?

To protect our customers, restaurants, and other service-oriented merchants such as Taxi & Limousines, Barber and Beauty Shops, Hotel and Motels may factor in an additional 20% (or more) to cover purchases. If this occurs, and your total bill, after adding the additional 20% (or more) exceeds the amount available on the Only 1 Visa Gift Card, it will be declined. Accordingly, you may want to ensure that your Only 1 Visa Gift Card has an available balance that is 20% (or more) greater than your total bill prior to use.

Please note – this additional amount is determined by the merchant, NOT by OnlyONE Visa Gift Card.

Please note that any tolerance account held will be returned to the customer within 5-7 business days.

15.Can I use the OnlyONE Visa Gift Card outside of Australia?

Yes. A Currency Conversion fee of 3.5% applies for foreign currency transactions. This conversion fee amount is calculated at time of purchase, and the balance of your card must be sufficient to cover both the purchase and currency conversion fee. Please note that some countries may have limits and restrictions on accepting prepaid Visa gift cards.

16.What happens if I need to return something I purchased with my OnlyONE Visa Gift Card?

Keep your OnlyONE Visa Gift Card in case you need to return merchandise for credit. Merchandise returns and refund policies vary by merchant. If a credit is issued to the cardholder, the credit may not be added to the available funds for up to seven business days.

17.My account has some suspicious activity recorded in the transaction history, what should I do?

If you notice any suspicious activities, you can choose to dispute a transaction. To dispute a transaction, you must register your card and complete the dispute form located here.

18.What is an OnlyONE Virtual Visa Gift Card?

The Only 1 Virtual Visa card is a digital prepaid gift card, not a plastic card, but it functions like a Visa gift card and can be used for purchases of goods and services online, over the phone or for mail orders where prepaid VISA Gift Cards are accepted and processed electronically. Your Virtual Visa card cannot be used at physical store locations and cannot be added to a digital wallet

19.Do I need to register my OnlyONE Virtual Visa card?

Due to security reasons your Only 1 Virtual Visa card must be registered prior to use. You will not be able to access the Virtual Visa card details without registration. The details that you register should match the details you use when making an online purchase. The card will decline attempted transactions if you have not registered your card. To register your card please complete the registration form that was sent to you via an encrypted email.

20.I can’t find an answer to my question via the website or in these FAQ’s?

If you are unable to find the answer to your question via the website or FAQ’s, please reach out to our Customer Service Team via the form on the ‘Contact Us’ page on our website. Alternatively, you can call our team on 1800 442 490 (8am till 11pm AEST 7 days) – please have your card handy when calling.