Onecard reward points

How do you earn Onecard points?
expand

Onecard Visa earns 1 Onecard 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 Onecard points, spend $200 you collect 20 points and so on.

 

When you shop at Countdown and pay using your Onecard Visa, you earn double Onecard points.

Will I earn Onecard points on anything I buy?
expand

You will earn Onecard points for almost anything you buy anywhere Visa is accepted 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. In calculating the spend amount, some products are required by law to be excluded, e.g. tobacco products. We will exclude such products from the calculation of the spend amount where we are required to do so by law.

What happens to my Onecard points?
expand

For every 200 Onecard points earned, you will receive a $15 Onecard rewards voucher. For example, if you earn 400 Onecard points you'll receive a rewards vouchers to the value of $30. The more Onecard points you earn, 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 Onecard 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 Onecard bonus points work?
expand

Onecard bonus points can be earned at Countdown by buying products that have a special bonus points ticket attached. Onecard bonus points are added to your reward points balance, allowing you to earn your rewards faster. You can earn these within Countdown stores or at Countdown online. You do not have to use your Onecard Visa to pay in order to collect Onecard bonus points, but you will still need to swipe your Onecard Visa.

 

Onecard points from bonus point promotions will not be doubled.

When do Onecard points expire?
expand

Onecard points are valid for six months from the date they were earned.

Where can I redeem my Onecard rewards vouchers?
expand

You can redeem your rewards vouchers at any Countdown supermarket. 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?
expand

Aside from tobacco products, lottery products, Countdown gift cards or Christmas Club vouchers, you can use them for anything else in store.

How long are reward vouchers valid for?
expand

The expiry date is clearly displayed on the rewards voucher. These are valid for 12 months. Unfortunately, expired rewards vouchers cannot be accepted.

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

Onecard points

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

 

Onecard Visa points

Onecard points earned through purchases made with the Onecard Visa including purchases made by the additional cardholder will be allocated to the primary Onecard cardholder’s account. Rewards vouchers will be sent to the primary Onecard 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 Onecard points for?
expand

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. In calculating the spend amount, some products are required by law to be excluded, e.g. tobacco products. We will exclude such products from the calculation of the spend amount where we are required to do so by law.

Where can I view my Onecard points balance?
expand

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 Onecard points balances between these mediums may differ.

What happens to my current Onecard?
expand

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.

 

You will receive a new Onecard/AA Smartfuel card in order to redeem your AA Smartfuel discounts at BP or Caltex.

AA Smartfuel discounts

Am I eligible to receive the new Countdown AA Smartfuel discounts and what do I need to do?
expand

Yes, you can either pick up a new Onecard/AA Smartfuel card in-store (if you haven’t already), or if you have a new AA Membership card 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. To redeem AA Smartfuel discounts, you need to use your Onecard/AA Smartfuel card or new AA Membership card. You can use this to redeem your AA Smartfuel discounts at BP or Caltex for a single fill up to 50 litres.

If I choose to earn AA Smartfuel discounts at Countdown will it affect the capability on my Onecard Visa to earn double Onecard points?
expand

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 Onecard AA Smartfuel offer to be eligible to receive AA Smartfuel discounts?
expand

You will automatically receive a registered, new Onecard/AA Smartfuel card or new AA Membership card in order to redeem your AA Smartfuel discounts at BP or Caltex.

I already have a Onecard/AA Smartfuel card or AA Membership card and a Onecard Visa. How do I link the cards so I earn AA Smartfuel discounts at Countdown?
expand

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.

How do I find out more about AA Smartfuel and how it works?
expand

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?
expand

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?
expand

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

Visa payWave

What is Visa payWave?
expand

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?
expand

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?
expand
  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-enabled Onecard Visa?
expand

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?
expand

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.

Security and Privacy

Will I have to use my PIN with my chip card?
expand

In New Zealand, a PIN is required to authorise the transaction. Please make sure you have a PIN set up for your Onecard Visa at all times.

 

You can select a PIN by calling us on 0800 40 40 40 or by logging on to the Onecard Visa Online Service Centre.

What do I do if I notice a transaction that I didn’t make on my account?
expand

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?
expand

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?
expand

“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?
expand

You can apply online at onecardvisa.co.nz or over the phone by calling 0800 777 885. Once you've completed the application, you can usually get a response within 60 seconds.

Am I eligible to apply for a Onecard Visa?
expand

Before completing an application for a Onecard Visa, you should be able to answer "yes" to all of the following questions:

 

  1. Are you at least 18 years of age?
  2. Are you a permanent resident of New Zealand?
  3. Is your household income $20,000 or above?

 

Credit and lending criteria will apply.

What information do I need to provide as part of my Onecard Visa application?
expand

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?
expand

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.

What will my credit limit be?
expand

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?
expand

Apply online and we can give you an answer on your application for a Onecard Visa within 60 seconds in most instances.

Using your card

How do I activate my Onecard Visa card?
expand

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?
expand

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?
expand

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?
expand

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?
expand

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’?
expand

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?
expand

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?
expand

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?
expand

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?
expand

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?
expand

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?
expand

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?
expand

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?
expand
  • 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?
expand

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?
expand

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'?
expand

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?
expand

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?
expand

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?
expand

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?
expand

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?
expand

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?
expand

Download the Direct Debit form here and follow the instructions on the form.

How do I change my PIN?
expand

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?
expand

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.