Help & Support

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  • General terms

    • What is an Interest Free Term?

      It is a period of time in which you do not have to pay any interest on the balance of your Once account. Interest is payable on any balance outstanding after the Interest Free term at the Standard Variable Rate applicable to your Once account.

    • What is a deferred payment?

      Where a deferred payment period applies, you are not required to make repayments until the end of the deferred payment period. Repayments are only included in the calculation of the Minimum Monthly Payment after the deferred payment period expires. No Interest will be charged on a Once account during a deferred payment period.

  • Using your Once card

    • How do I activate my Once card?

      To activate your Once card, simply call 13 ONCE (13 6623). Alternatively, log in to Online Access and activate your Once card online.

    • Can I make additional purchases on my Once account?

      Yes. The next time you wish to shop and take advantage of an Interest Free offer at participating Once retailers, simply have your Once account number and ID handy, and present this to the sales consultant. The store will process an additional purchase for you. For all other purchases at non-Once retailers, simply swipe/dip your Once card and make your purchase to take advantage of our standard Interest Free terms on your Once account.

    • What’s the maximum credit limit?

      You can apply to borrow up to $30,000. Your eligibility for credit is subject to our lending criteria and a credit assessment.

    • How do I increase my credit limit?

      Call 13 ONCE (13 6623) and our Customer Service team will assist you with a credit limit increase application, subject to our eligibility criteria.

    • Can I make cash withdrawals on my Once card?

      Yes. You can use your Once card to withdraw cash from your Once account at any ATM or via EFTPOS. Cash withdrawals do not qualify for the 55 Day Interest Free Term or for any other Interest Free promotional term. Cash withdrawals attract interest at the applicable Standard Variable Rate from the date of the transaction plus cash advance fees.

    • Do cash withdrawals affect my Interest Free transactions?

      No. Cash withdrawals will not affect any Interest Free term or promotional purchase you may have made on your Once account.

    • Can I access my Once account online?

      Yes. If you haven’t already registered for Online Access, and you’d like to, contact our Customer Service team on 13 ONCE (13 6623).

    • What do I do if my Once card is lost or stolen?

      Please call us on 13 ONCE(13 6623) immediately. Alternatively you can contact the Visa Card Hotline on 1800 648 027. If you’re going overseas, contact us before you depart and tell us where you’re going so we can give you the Visa Card Hotline number for that country. Otherwise, the general overseas Visa card hotline number is + 61 2 8299 9101.

      Your Once card may not work overseas if you don't tell us you are planning on travelling. Please call us on 13 ONCE (13 6623) to make sure your Once card can be used at your destination(s).

    • Can I get Credit Protection Cover on my Once account?

      Yes. If you satisfy our eligibility criteria, you can add Once Credit Protection cover to your Once account. Put in an application over the phone and get covered as soon as your application is approved, subject to eligibility criteria. For peace of mind, contact us on 13 ONCE (13 6623).

  • Repayments

    • How can I make repayments?

      Make monthly repayments by Direct Debit from your nominated bank account, via BPAY or POSTbillpay.

    • When are repayments due?

      Your first repayment is due 55 days after your Once account is opened and then every month thereafter. If your first purchase has a deferred payment period, your first repayment will be due once the deferred payment period ends. Please note that you can choose to start making repayments before they become due.

    • How do I know when a payment is due?

      A statement will be sent to you every month by post or email, two weeks before the payment is due, specifying the due date and the amount due. Your first statement will be sent to you two weeks after your Once account is opened.

    • What do I do if I can't make a repayment?

      If you are having any concerns or difficulties in making your Minimum Monthly Repayments or immediately paying any overdue amounts please contact us immediately on 13 ONCE (13 6623)

    • How do I cancel my Once account?

      After your Once account is paid in full, you can request to close your Once account by contacting us on 13 ONCE (13 6623).

  • Credit protection cover

    • Am I eligible for Once Credit Protection Cover?

      You can apply for Once Credit Protection Cover if you are:

       a. applying for, or already hold, a Once account

       b. an Australian resident

       c. 18 years of age and over

       d. under 61 years of age, and

       e. currently working more than 20 hours per week

      If you do not meet all of our eligibility criteria, your application for Once Credit Protection Cover will not be approved.

    • What cover does Once Credit Protection Cover provide?

      Once Credit Protection Cover provides the following types of cover, as fully described in the Product Disclosure Statement:

       a. Life cover

       b. Accident & Sickness cover, and

       c. Involuntary Unemployment cover

      See the FAQs below as to how this cover operates.

    • What does Accident & Sickness cover?

      Once Credit Protection Cover can cover your Once account repayments if you cannot work due to an accident or sickness lasting more than 30 days.

      After the first 30 days, Once Credit Protection Cover can pay 6% of your outstanding Once account balance, up to $4,000 per month (including any Accident Sickness benefit payable to you under any other Once Credit Protection Cover policies issued to you by St Andrew’s and its related companies) until you are fit to return to work for a period of up to 36 months.

    • How does Involuntary Unemployment operate?

      Once Credit Protection Cover can cover your Once account repayments if you are involuntarily unemployed (e.g. made redundant or retrenched) for more than 30 days.

      After the first 30 days, Once Credit Protection Cover can pay 6% of your outstanding account balance, up to $4,000 per month (including any Involuntary Unemployment benefit payable to you under any other Once Credit Protection Cover policy issued to you by St Andrew’s and its related companies) until you find new work for a period of up to 6 months (180 days) for any one claim.

    • Do maximum benefit limits apply?

      Yes, these are described in the Product Disclosure Statement. A summary is provided below:

      Life

      • Outstanding balance of your Once account up to a maximum of $50,000 for all Once Credit Protection Cover policies, and
      • A maximum total amount of $1,500,000 for all policies issued to you or under which you are insured by St Andrew’s and its related companies also applies.

      Accident

      • 6% of the outstanding Once account balance up to a maximum of $4,000 per month and a maximum of 36 benefit payments or $52,000 (whichever is the lesser) in total (including any Accident & Sickness benefit payable to you under any other Once Credit Protection Cover policies issued to you by St Andrew’s and its related companies).

      Involuntary Unemployment

      • 6% of the outstanding Once account balance to a maximum of $4,000 per month (including any Involuntary Unemployment benefit payable to you under any other Once Credit Protection Cover policies issued to you by St Andrew’s and its related companies
      • A maximum of 6 benefit payments within a 12 month period applies, and
      • A maximum of 24 payments or $52,000 (whichever is the lesser) in total (including any Involuntary Unemployment benefit payable to you under any other Once Credit Protection Cover policies issued to you by St Andrew’s and its related companies.

      Please note these maximums apply collectively across all Once Credit Protection Cover policies issued to you.

    • Is there a minimum employment requirement to qualify to claim Life, Accident Sickness and Involuntary Unemployment cover?

      Yes. You must be in work or self-employed by an organisation carrying on business within Australia for a minimum of 20 hours per week.

      Please note if you are self-employed, Involuntary Unemployment cover is only applicable if your business is declared insolvent or has been placed into involuntary administration as a result of business related debts.

      Additionally, unemployment for seasonal or, temporary positions are not covered under the Involuntary Unemployment cover.

      A full list of conditions and exclusions can be found in Part 3 ‘When we will not pay’ section of the Product Disclosure Statement.

      Some of these exclusions include:

      • You have reached 65 years of age or
      • Your reason for claiming is as a result, in whole or in part, of a Pre-existing Condition or
      • Your reason for claiming results directly or indirectly from you engaging in any criminal activities or illegal acts or
      • Your reason for claiming results directly or indirectly from suicide or attempted suicide within the first 13 months of the Period of Cover or
      • You become Unfit for Work within the first 30 days of the Period of Cover, except where you are Unfit to Work by Accident or
      • You become Unfit for work or Unemployed directly or indirectly as a result of:
        i) Your consumption of drugs (unless it was under the direction of a Qualified Medical Practitioner and not in connection with treatment for drug addiction or dependence) or of alcohol, or
        ii) Civil Disorder.

      In addition, if you're diagnosed with a Terminal Illness within the first 90 days of the Insurance Term commencing then we will not pay a Terminal Illness benefit.

      Please note 'Unfit for Work' and 'Unemployed' have special meanings under the policy; these are explained in Part 1 of the Product Disclosure Statement.

    • How is the premium calculated?

      The monthly premium is $0.45 per $100 of the monthly outstanding Once account balance.

      For example: if your closing account balance is $1,000 for a particular month's statement period, the premium charged for that month's statement period is $4.50.

      The monthly premium is calculated using the following: (monthly closing Once account balance/100) x $0.45

    • How will I know how much my premium is in any given month?

      The premium charged will appear as a transaction on each statement for that period. The premium is calculated on your outstanding balance at the billing cycle.

    • What if my outstanding Once account balance is zero?

      You are not charged a premium if the closing balance shown on your statement is zero.

    • Can a joint policy be taken?

      No. If you have a joint account you will need to nominate one person to take out Once Credit Protection.
    • Can my co-borrower be covered?

      No. If you have a joint Once account then only the primary customer can take out Once Credit Protection Cover assuming you also satisfy all of the other eligibility requirements.

    • If I make a claim, is the insurance payment made directly to me?

      No. Any insurance payments made under your policy are paid directly into your Once account.

  • Using your Digital Wallet

    • What is Apple Pay?

      Apple Pay is a digital wallet from Apple which lets you use a compatible iPhone, Apple Watch or iPad to make secure contactless purchase in stores, within selected apps and participating websites.

    • Which Apple devices can I use?

      Apple Pay works with iPhone 6 and later in stores, apps, and websites in Safari; with Apple Watch in stores and apps; with iPad Pro, iPad Air 2, and iPad mini 3 and later in apps and websites; and with Mac in Safari with an Apple Pay enabled iPhone 6 or later or Apple Watch. For a list of compatible Apple Pay devices, see https://support.apple.com/km207105.

    • Does Apple store the card details?

      No, your card details are not stored on the device or in the Cloud. When a card is added to Apple Pay, a Device Account Number replaces the need for the card number.

    • What is the Device Account Number?

      The Device Account Number is used to make secure purchases in stores and within apps and websites. It will not work if it is compromised in any way and cannot be used outside of the device it is assigned to.

    • Where can I find the Device Account Number?

      The Device Account Number can be found by opening the Wallet app and tapping the (i) symbol in the bottom right corner and then scrolling down to find Device Account Number.

    • Does it cost me anything to use Apple Pay?

      No, it does not cost you anything extra to use Apple Pay.

      The usual credit or debit charges apply to purchases and some retailers may apply a credit or debit card surcharge to purchases made using any payment method, including Apple Pay, contactless or chip and PIN transactions.

      You require an active data plan or Wi-fi connection to add your card to Apple Pay. Based upon your mobile plan and network, additional message and/or data charges may apply.

    • How do I activate my card with Apple Pay?

      For security purposes, when a new card is added to Apple Pay we’ll ask you to complete a verification check before it can be used with Apple Pay. We’ll either:
      Send a one-time password to the mobile phone number you have registered with us
      Send a one-time password to the email address you have registered with us

    • Can a single card be added to multiple Apple Pay wallets?

      Yes, a card can be added to Apple Pay on up to nine different devices but the card will need to be added to each device separately.

    • Can multiple cards be added to a single Apple Pay wallet?

      Yes, up to eight cards can be added to Apple Pay on a single device. The first card added to the device will become the default card, but you can change the default card.

    • Where can I use Apple Pay?

      You can use your device to make a payment using Apple Pay in stores, within apps or on participating websites wherever they see one of these symbols: You can use your device to make a payment using Apple Pay

    • Is there a transaction limit when using Apple Pay in store?

      Apple Pay transaction under $100 can be made by holding the device up to the contactless reader and authorizing payment using Touch ID, the device passcode or double-clicking the side button on Apple Watch.
      For transaction over $100 you might be asked to enter your card PIN in to the retailer’s terminal.

    • How do I return an item purchased with Apple Pay in stores?

      You take the item(s) back to the retailer as normal. Some retailers will be able to offer refunds back to the device from which the original payment was made, while other may have to refund the plastic card.

      If the retailer is able to refund the device used to make the original purchase, you:
      Select the card they want to be refunded within the Wallet app
      Hold the iPhone 6 (or later model) above or near the contactless reader and authorize the refund using Touch ID or the device passcode; or
      Hold the Apple Watch display up to the contactless reader and double-click the side button to authorize the refund

      You may need to provide the last four digits of the Device Account Number to the retailer. This can be found by opening the Wallet app and tapping the (i) symbol in the bottom right corner and then scrolling down to find Device Account Number.

    • Will I be able to view my Apple Pay transactions within the Wallet app?

      Yes, you will be able to view the last 10 transactions made using Apple Pay on that device within the Wallet app.

    • Will I be able to view my Apple Pay transactions in my bank statement?

      Transactions will appear as they normally do on a bank or credit card statement. It is not possible to show if a transaction was made using Apple Pay, contactless card or chip and PIN.

    • Is Apple Pay secure?

      Yes, Apple Pay is secure. A unique Device Account Number is securely stored on a chip in the device so payment can be made without any card information having to be shared with the retailer. Other features which help to keep your payments secure and safe include:

      iPhone and iPad

      Payments can only be authorized by using Touch ID (if it is enabled), or by entering the device passcode.

      Apple Watch

      Payments can only be authorized if the device passcode has been entered and skin contact with the device has not been lost. If the device has been removed from your wrist, Wrist Detect deactivates the NFC feature and Apple Pay. To re-activate the NFC feature and Apple Pay the device passcode has to be entered again.

      Please note: you should never share your device passcode, or register more than one person’s fingerprint to Touch ID, while your card is registered to Apple Pay.

    • How do I change my default card?

      The first card added to the Wallet app becomes the default card for that device. To change a default card you must follow these steps:

      iPhone
      1. Open the Wallet app
      2. Touch and hold your finger over the card you want to make the default card
      3. Drag the card to the front of the cards in the Apple Pay section
      Apple Watch
      1. Open the Watch app on your iPhone
      2. Go to the My Watch tab
      3. Tap Wallet & Apple Pay and then Default Card
      4. Choose a new card
      iPad
      1. Go to Settings
      2. Tap Wallet & Apple Pay and then Default Card
      3. Choose a new card
    • How do I remove a card from Apple Pay?

      To remove a card from Apple Pay you must follow these steps:

      iPhone
      1. Open the Wallet app
      2. Select the relevant card and then tap (i) symbol in the bottom right corner to see all the card details
      3. Scroll down and select Remove Card
      Apple Watch
      1. Open the Watch app on your iPhone
      2. Go to the My Watch tab
      3. Scroll down and tap Wallet & Apple Pay
      4. Tap the card and then tap Remove Card
      iPad
      1. Go to Settings
      2. Tap Wallet & Apple Pay and then Remove Card
      3. Choose the card to be removed from Apple Pay

      Please note: if you remove your device passcode or Touch ID security feature, or sign out of iCloud, all cards will be removed from Apple Pay on the device.

    • What should I do if my card is lost or stolen?

      You should contact us straight away so the lost or stolen card can be cancelled and no further purchases made. You should also remove the lost or stolen card from the Wallet app. When the replacement card is issued you will have to add this to Apple Pay.

    • What should I do if my iPhone or iPad is lost or stolen?

      If you have the Find My iPhone app you can use it to remotely lock the device and disable the use of the Apple Pay function. Or you can log into iCloud.com and remove all cards from Apple Pay remotely. If you do not have the app you should contact us on to request that your card be disable for use with Apple Pay.

    • What should I do if my Apple Watch is lost or stolen?

      You should contact us to request that your card be disable for use with Apple Pay. You should also go to iCloud.com and remove your card from Apple Watch. If you find your Apple Watch you can add your card back by following the same steps you went through when you set the card up with Apple Pay originally.