Why was my card declined?
If your transaction is declined, be sure to check the following:
- You have enough money in your Debit balance to cover the transaction
- You have not frozen your One debit card
- Your One debit card is activated
- The same home address listed on your One 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 One 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 One Specialist.
Can I use my card at a hotel?
You can use your One debit 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 Debit balance with the cashier.
Can I cancel a One 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 One debit card number?
You can find your One debit card number in the app:
- Select the card icon
from the One Cash section of the One app
- Toggle on Show card number.
You can also tap here to view your card number in the One app.
How can I see my most recent transactions in the One app?
To see your most recent transactions:
- Tap One Cash in the One app
- Select Debit or Savings and then select a pocket or goal
You can also tap here to see your transaction in the One app.