• What steps do I need to take to activate my One4all Gift Card?

    1. Create a One4all account on

    2. Select Card Activation from the drop-down menu

    3. You will receive a secure link via text message to download the ID-Pal app

    4. Download the app and complete the identity verification process

    5. Once your identity has been approved, a Card Activation PIN is sent to the customer to unlock the funds on your One4all Gift Card

  • Why does my Reloadable Digital card read ‘pending activation’?

    If your digital gift card shows as pending activation in your ‘My gift cards’ section, this means you have successfully claimed an employer issued reloadable digital card and now need to complete the activation process. Once you click to activate the card you will receive a link via text for the ID-Pal service. Please follow the instructions in the text and via the ID-Pal App to complete this process.
  • Why am I being asked to verify my identity and is my data secure?

    The European 5th Money Laundering Directive introduces new limits on the values that can be loaded onto anonymous e-money cards. As many of our customers want the flexibility to exceed these values we have introduced new products, One4all Chip & PIN (and Digital reloadable) which facilitate higher values by being non-anonymous.

    We looked at the requirements and options to collect and obtain sufficient customer information to meet our obligations under the legislation and selected the ID-Pal solution of a “selfie” with photo ID combination to collect the information required with the least effort for our customers. This process takes just a few minutes and all data is securely held in line with GDPR requirements.

    This process enables One4all to provide higher value cards that comply with all anti-money laundering regulations. It also provides additional security for our cardholders to protect you against fraud, including SMS text checks for certain online transactions. This solution meets all requirements to ensure a high level of security for processing personal data.

  • I am having issues with accessing my link

    If you are experiencing difficulties accessing your ID-PAL link, it may be a technical issue which is invariably device-related and is usually solved within minutes. Following these steps, in order, will ensure you can resolve your difficulties in the shortest time possible:

    • Deleting the app, switching your mobile device off and on again, and then clicking on the link to download the app once more
    • Forwarding your ID-Pal download link to another device (such as an iPhone or Samsung) and making a submission from that device

    The link must be used within 14 days of receiving. If not used the link will expire. Digital reloadable users can resend a new link by clicking ’resend activation link’ on the ‘My gift cards’ page in their account. Chip and pin card holders must contact customer service for a new link.

  • I am having trouble using the ID-Pal app

    Please click here for further instructions and troubleshooting on this app.

  • What is the ID-Pal service?

    If you have a reloadable digital card you must submit a photo of Proof of Identity by using the secure ID-Pal service. Once complete your reloadable digital card will fully activate for use. You will be notified by text once the process is complete and you can use your card.
  • Do all One4all Gift Cards need to be activated via the ID-Pal app?

    No. Only One4all Chip & PIN Gift Cards and Digital Reloadable Gift Cards over £120 need to be activated using the ID-Pal app. One4all Gift Cards under £120 do not require any activation.
  • How do I download the ID-Pal App?

    You will receive a text message with a link to the ID-Pal App. Please follow this link to download the ID-Pal app. To receive a PIN for your One4all card, the app link must be sent by One4all.
  • How do I complete the Identity Verification process?

    The process to verify your identity and activate your One4all Gift Card with ID-Pal occurs in a few steps. Follow the instructions to:

    1. Capture your Identity Document

    2. Complete a Liveness Test (place your face within the frame on camera)

    3. Confirm your Personal Information is correct

    4. Submit

  • Why haven’t I received a text message to download the app?

    Check that the number registered to your One4all Account is correct and try to send the link to yourself again. If you still haven’t received the link after carrying out these steps, please contact and our customer service team will arrange for a new download link be sent out via SMS. 
  • How do I get a new ID-Pal app link?

    If you need a new ID-Pal app link to be sent to you, please contact and our customer service team will assist you. 
  • Why hasn’t my card been activated following my ID-Pal submission?

    Please note that it can take up to 24 hours for your submission to be processed. After 24 hours have elapsed, check to see if you have received a text from One4all requesting a new ID-Pal submission. Please follow the instructions in the text in this case.

    If you still have not heard from us after 24 hours, please contact and our customer service team will assist you.

  • Why can’t I get past the Identity Document or Liveness Test (Selfie)?

    While we have over 99.9% device stability sometimes individual devices may have difficulties, which include:

    • Capturing may be difficult with lower-end devices due to camera resolution

    • Dirty or oily camera lenses may make blur/glare hard to avoid.

    • Device damage such as normal ageing, wear and tear, and faulty parts.

    Following these steps, in order, will ensure you can resolve your difficulties in the shortest time possible:

    1. If you already have the ID-Pal app installed on your phone, please delete it.

    2. Restart your device.

    3. Clean your camera lenses on the front and back of your device.

    4. Click on the link via the text you received from One4all to re-install the ID-Pal app.

    5. When capturing your Identity Document/Liveness Test:

      • Avoid overhead lights to reduce glare.

      • Place your ID on a high contrast background (a different, solid colour).

      • If the auto-capture isn’t capturing your document, wait a few seconds and you will be offered a manual capture option.

      • If capturing manually as above, fill as much of the screen with the ID card as possible without cutting it off as this will help with lower resolution cameras.

    6. If the above doesn’t work, please forward the link to a different device, and try again from that device as your problems may be related to device damage.

  • Why haven’t I received my One4all Chip & PIN card activation PIN?

    As a result of heavy customer volumes, there can be delays in issuing your PIN. If you completed your submission over 24 hours ago, check that we have not texted you and requested a new ID-Pal submission. Please follow the instructions in the text in this case. Otherwise, please contact and our team will assist.

Still need assistance?

If we haven't answered your question here or you still need more information, you can get in touch with our friendly customer service team by calling us on 03700 84 4444 (local call rates apply) or sending us an email at

Please note we are dealing with extremely high volumes of queries at present and will endeavour to resolve your query as quickly as possible. We appreciate your patience and understanding at this time.

Normal office hours: Monday to Sunday: 9am - 6pm.