Keep your account safe from scams

One will never ask for your one-time passcode (OTP), card details, or password — not by call, text, social media or chat message. If someone contacts you asking for any of these, it's a scam, whoever they claim to be.

Rules that keep you safe

  • Never share your card number, CVV or expiry with anyone, including someone claiming to be from One.
  • Never share your OTP with anyone, for any reason.
  • Freeze your card whenever you're not using it, if you'd rather leave it locked between purchases.
  • Check your transaction history regularly, and lock your phone with a passcode or biometrics.

If you think your account is compromised

  1. Freeze your card right away: tap Card in the bottom bar (on older app versions, your card on the home screen), then Freeze. This stops new card purchases.
  2. Message us in the app right away so our team can help secure your account.

Related

Questions

Will One ever call, text or message me asking for my OTP or card details?

No, never. One will never contact you by SMS, social media or phone asking for your OTP, card details, password or other sensitive information. Any message like that is a scam.

What should I do if I think someone accessed my account?

Freeze your card right away. Tap Card in the bottom bar (on older app versions, your card on the home screen), then Freeze — this stops new card purchases — then message us in the app right away so our team can help secure your account.

What if I already shared my OTP or card details?

Freeze your card right away, then message us in the app right away so our team can help secure your account.

Updated October 21, 2026