Onecard reward points

How do you earn Onecard reward points?
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Onecard Visa earns 1 Onecard reward point for every $10 you spend on almost anything you buy, anywhere Visa is accepted. So, if you spend $100 on eligible purchases you collect 10 reward points, spend $200 you collect 20 reward points and so on.

 

When you shop at Countdown and pay using your Onecard Visa, you earn double reward points, so every $10 spent will be in addition to any Onecard points you would normally earn as a Onecard member shopping at Countdown. Reward points from bonus point promotions will not be doubled.

Will I earn reward points on anything I buy?
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You will earn Onecard reward points for almost anything you buy but there are some exclusions such as cash advances, balance transfers, Shopper's Protection Insurance premiums, purchase of preloaded store cards, travellers cheques, casino gambling chips and business purchases. For more information please see the Onecard Visa Conditions of Use booklet.

What happens to my Onecard reward points?
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For every 200 reward points collected, you will receive a $15 Onecard rewards voucher. For example, if you collect 400 reward points you'll receive a rewards vouchers to the value of $30. The more reward points you collect, the more rewards vouchers you'll receive.

Onecard rewards vouchers are sent out four times a year, in February, May, August and November. On the first Sunday in each of these months we check your Onecard points balance and for every 200 reward points collected as at that date you will receive a $15 rewards voucher. Any points that are not converted into a rewards voucher will be carried over to the next rewards cut-off date, provided they have not expired. For example, if you had a balance of 305 points on Sunday 5 May 2013, 200 of these points would be converted into a $15 rewards voucher. The remaining 105 points would count towards your next rewards voucher. Each point, if it is not converted into a rewards voucher at the relevant rewards cut-off date, will expire six months from the date it was earned.

How do I know how many Onecard reward points I’ve got?
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You can check your reward points balance in three places:

 

  1. At countdown.co.nz via your Onecard login
  2. At the Onecard Visa Online Service Centre
  3. On your Onecard Visa statement.
When do Onecard points expire?
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Reward points are valid for six months from the date they were earned. Any expired points are removed from your points balance after the conversion of points into rewards vouchers, which happens four times a year at the end of February, May, August and November. On the first Sunday in each of those months we check your points balance and for every 200 valid points collected as at that date you will receive a $15 rewards voucher. Any points that are not converted into a rewards voucher will be carried over to the next rewards cut-off date, provided they have not expired.

Where can I redeem my Onecard rewards vouchers?
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You can redeem your rewards vouchers at any Countdown supermarket, or you can send your rewards vouchers to the call centre and ask for them to be credited to your Countdown online shopping account. Call Customer Service on 0800 40 40 40 for further details. Remember you must present your Onecard Visa when you are redeeming your vouchers in Countdown stores.

Can I spend my Onecard rewards vouchers on anything in store?
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Aside from tobacco products, WISH gift cards, Progressive gift vouchers or Christmas vouchers, you can use them for anything else in store.

How long are reward vouchers valid for?
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The expiry date is clearly displayed on the rewards voucher. These are valid for 2 months. Unfortunately, expired rewards vouchers cannot be accepted.

If I have an additional cardholder on my Onecard Visa, who is entitled to the reward points earned?
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Onecard reward points

Reward points earned through the Onecard rewards programme when swiping your card at Countdown will be allocated to the named cardholder unless otherwise requested. Rewards vouchers will be sent to the named cardholder.

 

Onecard Visa reward points

Reward points earned through purchases made with the Onecard Visa including purchases made by the additional cardholder will be allocated to the primary cardholder’s account. Rewards vouchers will be sent to the primary cardholder's address with each linked cardholder’s name printed on them, so any of those named can use them.

What can't I earn reward points for?
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You cannot earn Onecard points for cash advances, balance transfers, Shopper's Protection Insurance premiums, purchase of preloaded store cards, travellers cheques, casino gambling chips etc. For more information please see your Onecard Visa Conditions of Use booklet.

Where can I view my rewards points balance?
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You will be able to view your Onecard points balance at

 

  1. At countdown.co.nz via your Onecard login
  2. At the Onecard Visa Online Service Centre
  3. On your Onecard Visa statement.

 

Please note due to processing delays the points balances between these mediums may differ.

What happens to my current Onecard?
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As at 21 July, 2015, you will be assigned a new Onecard number at the time of your application. This new number replaces any existing Onecard number you have. Your existing Onecard will be automatically closed following the first transaction on your new Onecard Visa, and any points credit will be transferred to your new Onecard number.

 

Onecard Visa is both a credit card and loyalty card in one. You can choose to use it to pay and earn points, or just swipe to earn points if you choose.

Visa payWave

What is Visa payWave?
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Visa payWave is a new way to pay - the latest evolution in Visa payments.
Featuring a distinctive contactless mark your Onecard Visa card has a tiny antenna embedded into the chip, which securely sends payment instructions to and from Visa payWave enabled terminals.

What are the benefits?
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Your Onecard Visa payWave-enabled card is a quicker and more convenient way to pay:

  • The card doesn't leave your hand at checkout when making a contactless purchase so you can be on your way faster
  • You don't have to sign anything or enter a PIN for purchases under $80.

 

How do I use the payWave functionality on my Onecard Visa?
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  1. Look for the contactless symbol in-store
  2. When prompted, hold the card within 4 centimeters of the card reader
  3. Four green lights will appear
  4. You're done and can be on your way.
Is there a limit on the value of goods I can purchase with a payWave-enbaled Onecard Visa?
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You can use your Onecard Visa payWave-enabled card for any amount in New Zealand as long as you have available credit on your account. For purchases under $80 you can wave and go. For purchases over $80 a PIN or signature is required.

How do I know that my transaction information is secure?
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The Visa payWave platform is based on secure EMV chip technology, which provides both data protection and transaction security via the use of keys, and the latest encryption technology. Transactions are processed through the same, reliable payment network as magnetic strip transactions.

What will my credit limit be?
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You can request a specific credit limit. Otherwise it will be based on the information in your application. Please note that credit limits are subject to lending criteria and may be lower than any amount you requested.

When can I expect to receive an answer on my application for a Onecard Visa?
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Apply online and we can give you an answer on your application for a Onecard Visa within 60 seconds in most instances.

Security and Privacy

What is a chip card?
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A chip card is a credit or debit card that uses an embedded security microchip to protect confidential data stored on your card. It sits on the front of your card, towards the left hand side and is in the shape of a small gold square.

How does the chip provide better security?
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The microchip on your card encrypts your account information in a more secure format. This enables an increased level of card protection and reduces the chances of your personal details being copied fraudulently. This coupled with our additional security features, works to better protect your card.

Will I have to use my PIN with my chip card?
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In New Zealand, you currently have the choice of using your PIN or signing to authorise the transaction. In other countries, you may be required to enter your PIN. Please make sure you have a PIN before leaving New Zealand.


You can select a PIN by calling us on 0800 40 40 40.

What do I do if I notice a transaction that I didn’t make on my account?
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If you've noticed transactions you don't recognise on your account, please call us immediately on 0800 40 40 40 so we can investigate. Providing you've followed the Conditions of Use and the transaction is proved to be fraudulent, we will credit the amount back onto your account.

What steps do you take to protect my account?
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Your Onecard Visa card and account are protected by some of the toughest possible card security measures – on the card itself, whenever you shop and when you access your account.

Onecard Visa is protected by a fraud monitoring system 24/7. The system detects unusual transactions on your account and we will contact you if we detect anything unusual.

How are my online purchases protected?
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“Verified by Visa” helps protect your transactions when you shop at participating online stores. When transacting on these sites you may be asked to verify your transaction by entering a code sent directly to your mobile phone. As a Onecard Visa customer, you are automatically protected with “Verified by Visa”.

How to apply

How do I apply for a Onecard Visa?
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You can apply online at onecardvisa.co.nz. Once you've completed the application, you can usually get a response within 60 seconds.

Am I eligible to apply for a Onecard Visa?
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Before completing an application for a Onecard Visa, you should be able to answer "yes" to the two following questions:

 

  1. Are you at least 18 years of age?
  2. Are you a permanent resident of New Zealand?

 

Credit and lending criteria will apply.

What information do I need to provide as part of my Onecard Visa application?
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Having the following information at hand will assist the completion of your application:

 

  • Current NZ Driver licence (if you have one) or any other form of ID from the list below:
    • Current NZ/Australian/Cook Islands/Tokelau/Niue passport
    • Current NZ Firearms licence
    • Current Overseas passport number with NZ residency number
  • Email address (if you have one)
  • Employer’s address and contact number
  • Details of your income and expenses.
Can I apply for an additional card?
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Yes. You can apply for an additional card at any time once you have your account set up by calling our Customer Service Team on 0800 40 40 40.

Using your card

How do I activate my Onecard Visa card?
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For your protection, your Onecard Visa can't be used until it's been activated. To activate your card and select your PIN call us on 0800 777 884 and follow the prompts. Don‘t forget to sign your card immediately.

Why do I have to activate my card?
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You have to activate your card to start using it. For security reasons, cards are sent to you inactive.

How do I know what my Onecard Visa credit limit is?
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Your current credit limit and available credit can be found on the top right of your monthly Onecard Visa statement or you can log on to the Onecard Visa Online Service Centre to check it at any time.

How do I find out what my cash limit is?
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It is important to remember that your Onecard Visa credit limit can be different from your cash credit limit. The amount of available credit you can access as cash can be found on the top right of your monthly Onecard Visa statement or you can log on to the Onecard Visa Online Service Centre to check it at any time. You can register for the Online Onecard Visa Service Centre today.

How will I track when my payments are due?
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You'll receive a statement every month, showing the minimum monthly payment amount you're required to pay and by when.

For more information or if you have a query about your statement, simply call us on 0800 40 40 40. You can also access your statement using the Onecard Visa Online Service Centre 24/7.

What is a ‘minimum monthly payment’?
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A 'minimum monthly payment' is the minimum amount you need to pay each month as shown on your monthly statement. You must pay this minimum monthly payment amount to avoid late payment fees. You can also pay more than the minimum monthly payment at any time if you want to clear your balance more quickly. For more information about minimum monthly payments, please read your Conditions of Use booklet or call our Customer Service Team on 0800 40 40 40.

How are the minimum monthly repayments calculated?
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The minimum monthly payment is calculated at 3% of the total outstanding balance or $20, whichever is greater (plus any overdue payments, and/or over limit amounts).

You can set up a direct debit to make sure your minimum monthly payments are made on time automatically. Call us on 0800 40 40 40 to arrange this or download a direct debit form here.

How can I avoid paying late payment fees?
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There are some options available to help you reduce fees. These include:

 

  • Make sure you have enough money in your account so all direct debits and other scheduled payments can be made
  • Avoid late payment fees by making sure you have paid at least your minimum payment by the due date
  • Pay your account balance in full.


Always read your statements carefully, refer to your Onecard Visa Conditions of Use for further details and remember you can also call our Customer Service Team on 0800 40 40 40 for further help.

Are there any fees and charges payable on my Onecard Visa account?
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Onecard Visa has interest rates which are applicable to purchases, cash advances and balance transfers. There is also a simple fee structure, which includes an annual fee. See our Fees and Charges page for more details.

Am I charged for statements?
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A 50 cents paper statement fee applies for sending your monthly statement by post. Simply login to the Onecard Visa Online Service Centre and opt out of paper statements if you do not wish to pay for paper statements. The cost for online statements is already included in your annual account fee. You can also view, save and print up to 7 years of statements and keep them for your own records.

Do I have to pay a fee for withdrawing money from an ATM?
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Yes. There is a $1.00 ATM withdrawal processing fee at any NZ ATM and $1.50 for any international ATM. Please note that some ATM owners may also charge an additional fee.

How can I access cash with my Onecard Visa?
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You can use your Onecard Visa to make cash withdrawals from any ATM displaying the Visa logo. You can also withdraw cash over the counter at any bank or financial institution displaying the Visa logo.

When withdrawing cash overseas, your account will be debited for the amount in New Zealand dollars at that day's exchange rate. For further details refer to your Conditions of Use. Interest on cash advances is charged from the date of withdrawal. A daily cash limit may also apply.


See our Rates and Fees page for more details.

Optional Shopper's Protection Insurance

How can I get Shopper's Protection?
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Simply select Shoppers' Protection when you apply online for your Onecard Visa or call 0800 220 999 for more information. To see if Shopper's Protection Insurance is right for you, read the Policy.

What does Shopper's Protection cover me for?
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  • Price Protection: If your purchase goes on sale at the same retailer (even if it's a different location) within 6 months, we'll pay the price difference to your account
  • Merchandise Protection: If the item you buy is lost, stolen or damaged within 6 months from the date of purchase, we'll pay for the cost of repair or replacement to your account
  • Stolen Card Protection: If your Onecard Visa card is stolen, we'll pay $200 to your account - just for the inconvenience
  • Life Cover: Should you pass away we'll pay out your Onecard Visa account balance, up to $20,000.
  • Disability Cover: If you can't work due to sickness or injury, we’ll pay your Onecard Visa account balance, up to $5,000.
  • Involuntary Unemployment cover: If you unexpectedly lose your job, we'll pay your Onecard Visa account balance, up to $5,000.

 

Terms, conditions and some exclusions apply. We encourage you to read the Policy before deciding whether Shopper's Protection Insurance is right for you.

How much does Shopper's Protection cost?
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The premium is 1% of the monthly closing balance – capped at $50 per month. So even if you spend a bit more you'll be certain it won‘t cost you more than $50 a month.

How do I make a claim?
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You can make a claim by calling 0800 220 999 or by completing a claim form and faxing it to 0800 282 656.
Alternatively you can send it to

 

Onecard Visa

PO Box 108022

Symonds St, Auckland

What terms and conditions apply to 'Shopper's Protection'?
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There are some limits on what you can claim and some items we don't cover. There are also limits to the amount we will pay and there are policy exclusions that apply.

 

You should read the Policy for full details of the terms, conditions and exclusions that apply.

 

Shopper's Protection insurance is issued by Hallmark Life Insurance Company Ltd. and Hallmark General Insurance Company Ltd. incorporated in Australia and operating in New Zealand. To view the insurer's financial strength ratings click here.

Managing your Onecard Visa account

How do I request a credit limit increase on my Onecard Visa?
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Simply log into the Onecard Visa Online Service Centre. Enter the requested credit limit into the credit limit increase page and if approved, your increase will take place immediately. Register for the Onecard Visa Online Service Centre today or call 0800 40 40 40.

If your personal circumstances have changed, and you wish to decrease your credit limit, please contact us on 0800 40 40 40.

How do I pay my account?
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With Onecard Visa, it's easy to make payments when you need to. Just choose the way that suits you best: direct debit, automatic payment, or in person at any Countdown store.

How do I manage my account online?
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The Onecard Visa Online Service Centre allows you to manage your account at a time that suits you. This service allows you to check your account status and transaction history, maintain your account profile and request a credit limit increase. You can also access and print up to 7 years of statements.

How do I register for the Onecard Visa Online Service Centre?
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It is easy to register for the Onecard Visa Online Service Centre. Just go to the onecardvisa.co.nz homepage where you will see the Online Service Centre buttons where you can register. Please ensure you have your card number ready and simply follow the on screen prompts to register.

How do I change my contact details?
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The easiest way is via the Onecard Visa Online Service Centre or by contacting us on 0800 40 40 40 and following the prompts in the automated system.

How do I set up direct debit to pay my account?
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Download the Direct Debit form here and follow the instructions on the form.

How do I change my PIN?
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If you'd like to change your PIN simply call us on 0800 40 40 40. Be sure to have your card number handy then follow instructions to choose your own 4 digit PIN.

Who do I call if my card is stolen?
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Call our Customer Service Team on 0800 40 40 40 as soon as possible.
If you're overseas call us on +64 9 377 1047.

AA Smartfuel discounts

Am I eligible to receive the new Countdown AA Smartfuel discounts and what do I need to do?
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Yes, you need to pick up a new Onecard in-store (if you haven’t already), add it to your Onecard Visa account at countdown.co.nz/onecard and select AA Smartfuel discounts as your reward.

Continue to use your Onecard Visa in-store at Countdown, to pay for your groceries. This will ensure you earn both the fuel discounts as well as the double Onecard points. You will need to swipe the new Onecard at AA Smartfuel partners BP or Caltex in order to redeem your fuel discounts.

If I choose to earn AA Smartfuel discounts at Countdown will it affect the capability on my Onecard Visa to earn double Onecard points?
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No it will not, as long as you tap your Onecard Visa in-store (to get Onecard exclusive benefits such as rewards and Onecard Club prices where available) and pay with your Onecard Visa as well.  If you do this, and if you choose AA Smartfuel discounts, you will be able to earn double Onecard points when you shop at Countdown (like you do today) and AA Smartfuel discounts as well.

Do I need to register for the new Countdown AA Smartfuel offer to be eligible to receive AA Smartfuel discounts?
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Yes, you need to log into countdown.co.nz/onecard and select the AA Smartfuel discount reward option. If you don’t select this you will not receive AA Smartfuel discounts, instead you will continue to earn double Onecard points. 

I already have an AA Smartfuel card and a Onecard Visa. How do I link the cards so I earn AA Smartfuel discounts at Countdown?
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Visit countdown.co.nz/onecard and add your AA Smartfuel card to your Onecard Visa account. Call our customer care team on 0800 40 40 40 if you need assistance.

What is the AA Smartfuel offer, how do I earn these, where can I redeem and how does it work?
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Please visit AASmartfuel.co.nz where you will find all the information you need.

What if I do not wish to opt into receiving AA Smartfuel discounts when shopping at Countdown?
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You can do nothing. Your Onecard Visa will continue to earn double Onecard points (when you pay for your groceries at Countdown) just like it does today.

When will my AA Smartfuel discounts expire?
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Please visit AASmartfuel.co.nz where you will find all the information you need about AA Smartfuel discounts.