OneSmart™ FAQs

To be eligible for OneSmart, you must:

• be at least 16 years of age
• live in New Zealand
• be an Airpoints™ member

Your card will be sent to the home address in your Airpoints profile . Please check that this is correct before you request a card.

If you're an active OneSmart user and your card is due to expire, we'll send a new card to the address listed in your Airpoints profile so do make sure your contact details are up to date.

If you haven't received your replacement card, please call the OneSmart Customer Service Centre on 0800 787 555 or +64 9 377 8535 if you're overseas (charges may apply).

Become an Airpoints member now
Request OneSmart

Eligible members can request OneSmart online. Your card will be sent to the home address in your Airpoints profile. Please check that this is correct before you request a card.

If the option to request OneSmart is not available, please call the OneSmart Customer Service Centre on 0800 787 555 or +64 9 377 8535 if you're overseas (charges may apply).

Use OneSmart online or in-store, whether you are overseas or in New Zealand.

Load NZD or any of our eight foreign currencies and use OneSmart for purchases¹ wherever Mastercard® is accepted². Your card will utilise the funds available in the currency of transaction unless it is not an available currency or if there is insufficient balance in the relevant currency, your card will draw on any available account balances in the following order of priority: NZD, AUD, USD, CAD, EUR, GBP, SGD, HKD, JPY. You can also use OneSmart to withdraw local currency from ATMs wherever you go as long as the ATM machines carry a Mastercard® symbol. 

Note: It is currently not possible to use OneSmart due to restrictions in Iran, North Korea, Sudan, Syria and Russia, Crimea, Donetsk and Luhansk regions. Additionally, all Mastercards will not work at Russian merchants or ATMs. If you attempt to withdraw cash from an ATM or use your card in any of these countries, your request will be declined. In addition, card acceptance is subject to ATMs and individual merchant POS terminals whom may choose not to accept Prepaid Cards.

OneSmart cannot be used for:

• Purchases from merchants where the transaction is processed manually (through a zip-zap machine)
• Direct debit, reoccurring or instalment payments
• Purchases from merchants who do not accept prepaid Mastercard branded cards.
• Gambling merchants
• Adult entertainment
• Transactions in countries prohibited by US Government sanctions and laws.

We recommend that you don't use OneSmart to "pre-authorise" payment for hotel bookings or car hire. This is because the hotel or car hire company can put the payment amount plus an additional 15% on hold as a deposit and you won't be able to use that money during the hold period. There is no issue in paying for your hotel using your OneSmart Account at the end of your stay, but we suggest you don't pre-authorise payment on it when booking.

We also recommend you don't use OneSmart for 'pay at the pump' terminals at petrol stations. These terminals place a hold on funds, and that hold may not be removed from your account for some days.

Note:  It is currently not possible to use OneSmart due to restrictions in Iran, North Korea, Sudan, Syria and Russia, Crimea, Donetsk and Luhansk regions. If you attempt to withdraw cash from an ATM or use your card in any of these countries, your request will be declined. In addition, card acceptance is subject to ATMs and individual merchant POS terminals whom may choose not to accept Prepaid Cards.

No. When making a booking through the Air New Zealand website, payments made using OneSmart will not incur the advised card payment fee.

You can use OneSmart for transactions anywhere Mastercard® is accepted electronically. If you don't have the local currency loaded, your card will draw from any available account balances in the following order of priority: NZD, AUD, USD, CAD, EUR, GBP, SGD, HKD, JPY. You can also use OneSmart to withdraw local currency from ATMs as long as the ATM machines carry a Mastercard® symbol.

Note: Mastercard conversion rates and currency conversion fees will apply. 

Only one card is issued for each OneSmart account. Each family member who is a New Zealand based Airpoints member and who is over 16 can request to have their own OneSmart card. Card to card transfers between two activated OneSmart accounts can be done so you can transfer money to another OneSmart cardholder at no additional cost. Transfers can take up to two business days to process before funds are available for use. 

For all new Silver tier members, OneSmart will automatically be sent to you. As you move up the tiers, you will be sent a new card if you have activated and used your OneSmart account previously. If you no longer receive OneSmart on your tier renewal, you can request a card at any time by calling the OneSmart Customer Service Centre on 0800 787 555 or +64 9 377 8535 if you're overseas (charges may apply).

Your OneSmart card details are on the back of your Airpoints membership card. Expiry is set at 4 months after your tier renewal date. This means that if you're overseas and haven't received your new card, you can still continue to use your existing card for purchases. Your OneSmart account will remain active and you can log in using the website or app to manage your account.

You can request a OneSmart card anytime by:

1. Making a request online

2. Calling 0800 787 555 (within NZ) or +64 9 377 8535 (if overseas). 

OneSmart will be delivered to you within 3-4 weeks of your request. You can call the OneSmart Customer Service Centre on 0800 787 555 or +64 9 377 8535 if you're overseas (charges may apply) to find out what's happening with your request. We may also be able to help if you're travelling soon and need a card urgently.

If you'd like to close your account, you can do so by calling the OneSmart Customer Service Centre on 0800 787 555 or +64 9 377 8535, if you're overseas (charges may apply).

Before you close your account, make sure you've transferred your money out of your account. You can also transfer any remaining balance back into NZD and into your bank account. This can be done online and via the OneSmart app.

Only members with recent OneSmart account use will receive a new OneSmart card on their Airpoints membership renewal date. If you are not using OneSmart, you will not receive a new card as you approach your card expiry date.

All Airpoints members can also access and use their digital Airpoints card in the Air NZ app. You can find this by downloading the Air NZ app, clicking on the Airpoints tab located at the bottom of the screen, and then tapping on the digital Airpoints card.

EML Payment Solutions Limited is the card issuer for OneSmart. Before you can use OneSmart, you'll need to activate it, and at the same time confirm your identity with EML.

You can do this with a New Zealand Drivers Licence, a New Zealand Birth Certificate, your New Zealand Citizenship document, or AA membership and a recent utility bill. Have two of these handy when you activate your card.

A card issuer is responsible for issuing a card and setting the terms and conditions associated with its usage. EML Payment Solutions Limited is the card issuer for OneSmart. When you apply for OneSmart, EML is required to verify your identity by law.

Yes. OneSmart is a prepaid Mastercard® which acts like a debit card. You can load up to nine currencies including NZD onto OneSmart and reload anytime to make purchases in-store or online, wherever Mastercard is accepted². Unlike a credit card, you won't be borrowing money. Instead, you'll be spending money you've already loaded onto the account in advance.

You can also use OneSmart to withdraw money from ATMs in New Zealand or overseas wherever you are as long as the ATM machine carries a Mastercard® symbol.

Firstly sign the back of your card. You'll then need to activate your OneSmart card and set your PIN.

If you have not activated a OneSmart card before, EML Payment Solutions Limited will need to complete identity checks to secure your account.

After you have activated your card you can load funds into your OneSmart account. Once you have New Zealand dollars in your account you can exchange money into any of the eight foreign currencies*.

If you've already activated a OneSmart account and you need to activate a replacement card, simply log in to 'My Account' or phone OneSmart Customer Service Centre on 0800 787 555 or +64 9 377 8535 for assistance.

_{*OneSmart Conversion Rates apply.}

Once you receive your OneSmart card, please follow the instructions below, based on the scenario applicable to you:

If you are an existing member with an active OneSmart account (i.e. you have already completed activation at an earlier time)

i. Login to your OneSmart account

ii. Select 'Settings' (located at the top of the page, next to your Airpoints number)

iii. Select 'Card settings'

iv. Select 'Set your PIN'

v. Follow the screen prompts by answering the security questions and selecting a 4 digit PIN for your card. 

If you are a new member activating a OneSmart account for the first time, select New Card and follow the instructions on screen. You will be prompted to set up a PIN during this activation.

If you have any questions, or run into issues setting your PIN, please call our OneSmart Customer Service Centre on 0800 787 555 or +64 9 377 8535 for assistance.

You can withdraw a maximum amount of NZD $3,000, or the equivalent in a foreign currency, from an ATM within a 24 hour period using your OneSmart card. Some ATMs may set their own withdrawal limits which may be lower than this.

The maximum balance allowed at any one time across all currencies is NZD $100,000 or the equivalent.

Some merchants may offer dynamic currency conversion ("DCC") that allows you to pay in your home currency or another currency when you are spending overseas or online.

Accepting the offer to settle in another currency may result in unnecessary conversion costs as the merchant may apply a foreign exchange margin to convert the transaction currency into another currency and other currency conversion fees may apply. You may not be advised of this at the time of purchase.

We recommend that if you are given a choice of currency for a transaction and have sufficient funds, that you should choose to pay in the local currency.

If you accept a dynamic currency conversion transaction you may end up incurring two currency conversions which could make the transaction significantly more expensive.

If you make a purchase or ATM withdrawal in a country where the local currency is the same as a currency on your OneSmart (e.g. using your US Dollar funds in the USA) and you opt in to a dynamic currency conversion service, this may result in a foreign exchange transaction at additional cost to you as the card will seek to transact in New Zealand dollars.

If you have funds loaded onto your OneSmart in the currency of the country you are in, you should not opt in to dynamic currency conversion.

The side of your Airpoints card with the chip should be facing upwards and the chip goes into the ATM first.

For all eligible purchases with OneSmart¹, we'll add the Airpoints Dollars you earn to your Airpoints account around the month anniversary of the date you activated your account.

You can add money to your OneSmart account using a debit card or online, via your internet bank account or debit card or on our app. There are a few ways you can do this:

1. Via a Mastercard or Visa debit card issued in New Zealand.

With this method, you can instantly load NZD or any of our eight foreign currencies available with your debit card. A fee of 1.5% of the load value applies per transaction.

2. Via Bank Transfer

If you choose to load your OneSmart account via Bank Transfer, you can choose from NZD or any of our eight foreign currencies available, then use your internet banking to transfer without a fee.

For detailed instructions on how to do this:

i. Log in to your OneSmart account

ii. Select Settings, then 'Load settings'

iii. Follow the instructions for Bank transfer

Allow one business day for the funds to be available in your OneSmart account.

3. Via Bill Payment

Set up your OneSmart account as a bill payee through your internet banking and use it to transfer NZD only to your OneSmart account without a fee. For details on how to do this:

i. Log in to your OneSmart account;

ii. Select 'Settings' then 'Load Settings'

iii. Follow the instructions for 'Bill Payment'

Allow up to two business days for the funds to show up in your OneSmart Account.

If there are insufficient funds in a particular currency to pay for a transaction, the balance of the transaction will be automatically processed from other currencies in the following order of priority:

1. NZD
2. AUD
3. USD
4. CAD
5. EUR
6. GBP
7. SGD
8. HKD
9. JPY

In this case a currency conversion fee will apply each time a currency that is different to the transaction currency is used to fund all or part of the transaction (see OneSmart Fees and Limits). If after checking the available balances of all currencies there are still insufficient funds to pay for a transaction, the transaction may be declined or the retailer may allow you to pay the balance by some other means.

If you had sufficient funds loaded in that currency, then you may have used dynamic currency conversion.

When you make a purchase or use an ATM in a OneSmart supported currency, the amount will be deducted from that currency in your OneSmart account.

If there are insufficient funds in a particular currency to pay for a transaction, the balance of the transaction will be automatically processed from other currencies in the following order of priority:

• NZD
• AUD
• USD
• CAD
• EUR
• GBP
• SGD
• HKD
• JPY

In this case a currency conversion fee will apply each time a currency that is different to the transaction Currency is used to fund all or part of the transaction (see OneSmart Fees and Limits).

If after checking the available balances of all currencies there are still insufficient funds to pay for a transaction, the transaction may be declined or the retailer may allow you to pay the balance by some other means.

If the transaction has come out of NZD rather than in a supported currency, then you may have used dynamic currency conversion.

You will need the last 4 digits of your OneSmart card and the email address associated with your OneSmart account, which may be different from the email address associated with your Airpoints account.