One Card Customer Care: Expert, Practical Guide to Getting Fast Help

How One Card Customer Care Works

OneCard is a co-branded credit card program delivered via the OneCard mobile app and issued by a partner bank shown on the back of your card and in the app. Because it’s a co-branded product, customer care involves two parties: the OneCard support team (who handle app, card controls, rewards, and most day-to-day queries) and the issuing bank (which is responsible for regulatory items such as chargebacks, credit bureau reporting, and certain KYC decisions). Knowing which party owns which part of your request speeds up resolution.

Most support interactions start and finish inside the OneCard app. If a matter requires the bank’s intervention (for example, a formal chargeback on a disputed transaction), OneCard support typically coordinates with the bank in the background and keeps you updated within the same ticket. Always check who your issuing bank is in-app before you escalate; the bank name appears in Card Settings and on your physical card.

Official Channels and How to Reach Support Quickly

The fastest way to contact OneCard customer care is the in-app Help/Support section within the OneCard app (Android and iOS). You’ll find it under Profile or Settings > Help. From there you can start a chat, open a ticket, or respond to an existing case with attachments. This route keeps all context—your device details, app version, and masked card number—attached to the conversation, which avoids back-and-forth.

For documentation or if you cannot access the app (lost device, SIM swap, or locked out), visit the official website at https://www.getonecard.app and use the Support/Help options shown there. If you’re traveling or using a new phone, sign in from a secure network and verify your identity as prompted. Avoid sharing OTPs or full card details in any channel. Only use the in-app channel or links provided on the official website.

Step-by-step: Starting an App Support Ticket

Open OneCard > Profile/Settings > Help, then tap New Request or Chat. Select the topic closest to your issue (Transactions, Credit Limit, Rewards, International Usage, Card Controls, Statement/Payments) so routing is automatic. Add a short, specific subject line (for example: “INR 2,450 charge at ABC Store on 14 Aug not mine”). Attach screenshots of the transaction and any relevant proof (merchant emails, SMS, or bank messages). Submit and note the ticket ID.

If you are locked out of the app or your phone is lost, first block the card via the IVR/website route listed in the app’s Security guidance or from a trusted device as soon as you regain access. Then file the ticket referencing the time you blocked the card. In urgent fraud cases, document when you first attempted to report the issue; this timestamp matters for liability under RBI rules.

What to Share With Support to Speed Resolution

Clear, complete information drastically reduces handling time. Keep the following on hand before you start a chat or ticket. Redact sensitive data where not required (never share full card number, CVV, or OTP).

• Identity and card: Registered mobile number, last 4 digits of your card, and issuing bank name as shown in-app.
• Transaction details: Amount, currency, date/time (with timezone if abroad), merchant name/location/URL, and whether the card was present or used online/in-app.
• Evidence: Screenshots of the transaction, merchant communication, cancellation emails, refund confirmations, and any error messages.
• Device and app: Phone make/model, OS version, OneCard app version, and network type (Wi‑Fi/4G/5G). This helps diagnose login, OTP, or app issues.
• Travel and controls: If the decline or fraud occurred abroad, list travel dates, country, and whether international/online usage was enabled and limits set.
• Compliance items: PAN and current address for KYC-related queries; for confirmed fraud, a police complaint/FIR acknowledgement may be requested by the issuer.

Disputes, Fraud, and Chargebacks: Timelines and Your Rights

If you see an unauthorised transaction, block your card immediately in the app and report the issue at once. Under RBI’s customer liability framework, you typically have zero liability for third‑party fraud if you report within 3 days of the occurrence/notification; limited liability applies if reported within 4–7 days, and bank policy applies thereafter. Time-stamped proof of your first report (chat/ticket ID, email acknowledgement) is important—capture it.

For disputes with a merchant (not fraud), OneCard can raise a chargeback through the card network once you submit required documentation. Industry-standard timeframes are about 30–60 days for domestic disputes and up to 90–120 days for cross‑border cases, depending on the merchant’s response and evidence cycles. Refunds initiated by merchants usually reflect within 5–7 business days domestically; cross‑border refunds can take longer due to currency settlement. Keep your statement PDFs and reference numbers until final closure.

Fees, Forex, Rewards, and Statements

As publicly marketed in 2024, OneCard positions itself as lifetime free (zero joining and annual fee). Its foreign exchange markup has been advertised around 1% plus taxes, which is lower than the common ~3.5% markup many Indian cards charge. Always verify the current Schedule of Charges in-app: Profile/Settings > Legal > Schedule of Charges, as these can change with notice.

If you believe interest or a fee was incorrectly charged (for example, you paid before the due date but interest posted), share your payment UTR/reference, bank account, and timestamp. Note that Indian credit cards commonly charge interest monthly in the range of roughly 2.5%–3.5% (30%–42% p.a.) on revolved balances; even small carried balances can trigger interest on subsequent purchases. Ask support to perform an interest re-calculation and, if applicable, request a one‑time reversal. Keep PDF statements for at least 12 months for comparisons.

Escalation Matrix and Regulatory Paths

If your issue is not resolved satisfactorily, escalate in sequence. Keep each ticket’s ID and summarize the history when you escalate so the next level can act without rework. Do not open multiple concurrent tickets for the same issue—ask to link them instead.

• Level 1: In-app Help/Chat or website support at https://www.getonecard.app. Ask for an SLA and a clear next update date.
• Level 2: Grievance escalation via the in-app option titled “Escalate/Grievance” (look under Help > Grievance). Provide prior ticket IDs and factual timeline.
• Level 3: Issuing bank’s Nodal Officer (details appear in-app under Regulatory/Grievance). Use email/portal specified there; attach all evidence and prior correspondence.
• Level 4: RBI Integrated Ombudsman Scheme if unresolved or unsatisfactorily resolved within 30 days: file at https://cms.rbi.org.in with copies of all communications. You’ll receive a CMS complaint number for tracking.

Card Controls, Limits, and Closures

Use the app’s Card Controls to enable/disable online, contactless, ATM, and international usage, and to set per-transaction limits for added safety. If a legitimate transaction is declined, temporarily raise the relevant limit or toggle the channel back on, attempt again, and then restore your preferred settings. For travel, enable international usage for the duration and set sensible limits rather than disabling controls entirely.

To close your card with zero outstanding, raise a closure request in-app. Under RBI’s 2022 credit card guidelines, issuers must close a card within 7 working days of a valid request after clearing dues, and stop reporting activity thereafter. If a card is not closed within this timeline, the issuer may be liable for a monetary penalty and you can escalate with proof of your request and nil dues. Obtain and retain the Closure Confirmation and a No Dues/Closure letter; check that your credit report reflects “Closed” within 30–45 days.

Data Security, KYC, and Privacy Requests

Keep your KYC information current—mismatched address, expired documents, or a pending re‑KYC request can block transactions or prevent limit changes. If you’ve moved, update your address and upload proof in-app; delivery and communication rely on this data. When replacing a lost device, re‑secure your OneCard app with a strong phone passcode and biometric login before re-activating card controls.

For privacy, you can request access to your data, correction of inaccuracies, or account deletion after closure subject to statutory retention. Raise such requests under Help > Privacy/Account in the app so they’re routed to the correct team. Do not email sensitive documents unless explicitly requested through official channels visible in-app.

Practical Tips for Faster, Safer Service

Enable proactive alerts: push notifications and SMS for every transaction help you spot issues within minutes. Many users resolve simple merchant errors faster by contacting the merchant immediately and then attaching that conversation to their OneCard ticket, cutting resolution time by days.

If you’re planning a high‑value purchase or traveling abroad, inform support via a short pre‑travel or pre‑purchase note in-app and confirm your channel limits. This reduces false declines and avoids hold‑ups at checkout. Finally, keep your records: transaction screenshots, merchant emails, and statement PDFs—organized evidence is the single biggest factor in quick, favorable outcomes for disputes.