OneCard Customer Care: A Practical, Up‑to‑Date Guide

Official Support Channels and Hours

OneCard is a digital‑first credit card launched in 2019 by FPL Technologies in partnership with scheduled commercial banks in India. As a result, its customer care is designed to be app‑centric. The fastest way to get help is the in‑app chat: open the OneCard app, go to Help or Support, and start a chat. This channel is available 24×7, and you can authenticate securely without sharing sensitive information over the phone.

For non‑urgent queries or when you need to attach documents, use the Help section in the app to submit a ticket. If you prefer the web, visit the official site: https://www.getonecard.app and navigate to the Help/Support or FAQ section. OneCard does not publish a general call‑centre phone number; if you find numbers on social media or search engines claiming to be “OneCard helplines,” treat them as suspicious. When a phone number is required (for example, to block a lost card), use the 24×7 number printed on the back of your physical card, which routes to the issuing bank named on your card.

How Escalations Work (and When to Use Them)

Customer care generally follows three levels. Level 1: raise a ticket via in‑app chat or the Help section. You’ll receive an acknowledgement and a reference number. Typical first responses are within minutes on chat and within 1 business day for tickets, with most straightforward cases resolved inside 3–7 business days. Level 2: if the issue is not resolved to your satisfaction, escalate within the app (look for “Escalate” or “Not resolved” options) or contact the issuing bank’s grievance officer listed in your Most Important Terms and Conditions (MITC) or within the app’s Legal/Regulatory section.

Level 3: under the Reserve Bank of India’s Integrated Ombudsman Scheme (2021), you can approach the RBI after 30 calendar days from your first complaint if you have not received a satisfactory resolution, or earlier if the complaint is rejected. File a complaint online via the RBI CMS portal: https://cms.rbi.org.in. Keep your ticket numbers, dates, and any written responses from OneCard/issuer handy; they are required for the ombudsman case.

What OneCard Support Typically Handles

Account and card controls: card blocking/unblocking, enabling/disabling international or contactless use, setting/raising/lowering limits, and reissuing physical cards. You can usually perform many of these instantly in the app, with customer care stepping in for verification or exceptions. For lost/stolen cards, block immediately in the app; reporting promptly matters for liability (see below).

Billing and payments: statement copies, autopay setup/cancellation, due date changes, refunds not posted, and interest/fee clarifications. Finance charges on Indian credit cards are commonly in the range of about 2.5%–3.3% per month (roughly 30%–40% p.a.), and late payment fees are slab‑based. Exact charges for your OneCard depend on the issuing bank named on your card; check the Schedule of Charges/MITC in the app. If you see an incorrect fee or interest due to a confirmed error, support can raise an adjustment on the next cycle.

Disputes, Chargebacks, and Fraud Liability

For merchant disputes (goods not received, duplicate billing, incorrect amount), raise a dispute via the app as soon as you notice it; include the date, amount, merchant name, and any proof (emails, screenshots). Card network rules typically allow up to 120 days from the transaction date for most dispute types, but earlier is better—many cases are resolved faster when filed within 7–14 days. Provisional credit, if applicable, is governed by the issuing bank’s policy; expect investigation windows of 30–90 days depending on the case and network.

For unauthorized transactions, RBI’s 2017 circular limits customer liability: zero liability if you report within 3 working days of fraud discovery; limited liability if you report within 4–7 working days; beyond that, liability depends on negligence assessment. Time‑stamped evidence of your report (in‑app ticket, email acknowledgement) is crucial. Always block the card first, then file the dispute.

Step‑by‑Step: Getting Help Fast

In most situations—billing doubt, transaction decline, address/KYC change—start inside the app to get authenticated support and a case reference. Keep your device updated and allow the app to fetch logs (with your permission) when asked; this often shortens diagnosis time.

• Open the OneCard app → Help/Support → Start chat; state the issue in one line, then add detail: dates, amounts (₹), merchant/location, and screenshots.
• For lost/stolen card: Block the card in the app immediately; then report the incident in the same session so time stamps are captured.
• For refunds not received: share the acquirer reference number (ARN) if the merchant provided it; card refunds typically post in 5–7 business days after the merchant processes them.
• For payment posting issues: UPI/IMPS usually post within minutes; NEFT may take 2–3 hours during bank hours; cheque/NACH can take 1–3 business days. Escalate if delays exceed these windows.
• If unresolved after a full billing cycle or 30 calendar days from first complaint, escalate to the issuer’s grievance officer; if still unsatisfied, file at RBI CMS: https://cms.rbi.org.in.

KYC, Address Changes, and Limit Management

OneCard supports video/electronic KYC flows; if the app prompts for an update (for example, on expiry of a document), complete it promptly to avoid service interruptions. For address updates, you’ll be asked for proof such as Aadhaar, passport, or utility bills (usually not older than 60–90 days). Name/DoB corrections require identity proof and may take 2–5 business days after verification.

Credit limit increases are risk‑based. Support may request income documents (for example, latest 3 months’ salary slips or bank statements, Form 16, or ITR). Reviews can take 2–7 business days. Temporary limit increases for travel may be considered with supporting proof (tickets, itinerary) and are subject to issuer policy.

Documents and Details That Speed Up Resolution

• Your registered mobile number and last 4 digits of your card; do not share full card, CVV, or OTP.
• Transaction specifics: amount (₹), date/time (DD‑MM‑YYYY, HH:MM), merchant name, city/URL, and screenshots of merchant confirmations.
• For fraud: immediate in‑app block confirmation, police FIR/e‑FIR number (if available), and any SMS/email alerts received.
• For refunds: ARN or credit note from the merchant; typical card refund posting time is 5–7 business days after merchant processing.
• For KYC/address: clear scans/photos of accepted documents; ensure names and addresses match your profile to avoid back‑and‑forth.

Security and Scam Awareness

Neither OneCard nor your issuing bank will ever ask for your full card number, CVV, OTP, or your app passcode/PIN over chat, email, or phone. Do not install remote‑access apps at anyone’s request. If someone calls claiming to be “customer care,” disconnect and contact support only via the app or the URL typed manually: https://www.getonecard.app. Treat ads or posts sharing “helpline” numbers as high‑risk; report them inside the app.

When you must use a phone number—for example, if you cannot access the app—call the number printed on the back of your physical card (this routes to your card’s issuing bank). Avoid numbers found via search results or forwarded messages. Preserve all evidence: SMS logs, call recordings (if legal in your state), and email headers; they can be vital for disputes and cybercrime reports.

Fees, Reversals, and Timeline Expectations

Posting times: UPI/IMPS payments usually reflect within 1–5 minutes; NEFT is near‑real‑time during bank hours (may take up to a few hours); card‑to‑bank or NACH takes 1–3 business days. Merchant refunds often take 5–7 business days after the merchant processes them; international refunds can take up to 10–15 business days due to network settlement cycles.

Chargeback investigations commonly run 30–90 days depending on dispute reason and card network rules. If you receive provisional credit and the case later goes against you, the credit can be reversed with applicable interest from the transaction date; read your MITC for specifics. If an incorrect fee/interest was charged due to issuer error and you reported it promptly, support can arrange reversals and interest adjustments on the next statement cycle.

Key Takeaways and Where to Start

Use the OneCard app’s Help/Chat first for the fastest, authenticated support; block the card in‑app in emergencies. Keep precise dates, amounts, and documents ready to speed up handling. If an issue is not addressed within 30 days, escalate to the issuing bank’s grievance officer and then, if needed, to the RBI via https://cms.rbi.org.in under the Integrated Ombudsman Scheme (2021). For official information, rely only on the app and the website: https://www.getonecard.app.

Policies, fees, and timelines can vary slightly by the issuing bank named on your OneCard. Always refer to your in‑app MITC and Schedule of Charges for exact terms, and avoid engaging with any third‑party “helpline” numbers that are not printed on your card or shown within the app.