OneSmart™ FAQs

To be eligible for an Airpoints™ card with OneSmart™, you must:

• be at least 16 years of age
• live in New Zealand

If you are an Airpoints Silver, Gold or Elite member and you are eligible, you will automatically receive an Airpoints card with OneSmart.

Any other Airpoints member over the age of 16 living in New Zealand can request an Airpoints Card with OneSmart functionality online - it's free to apply.

The OneSmart account is issued by EML Payment Solutions Limited (EML). Before you can use the payment functionality of your card, 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.

Would you like an Airpoints with OneSmart card? If you are an existing Airpoints member please visit here.

If you're not yet an Airpoints member and would like to join, please register.

Your OneSmart™ Account allows you to hold up to up to eight foreign currencies plus New Zealand Dollars at any one time. The supported currencies are: Australian Dollars, Singapore Dollars, Hong Kong Dollars, Japanese Yen, Great British Pounds, Euros, Canadian Dollars, and United States Dollars.

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

Just load your funds into your OneSmart Account in NZD or any of the eight foreign currencies of your choice, and you can use your OneSmart on eligible purchases¹ wherever Mastercard^® is accepted²

^{1_{Eligible purchases do not include money orders, traveller's cheques, gambling chips, adult entertainment, flights purchased directly from Air New Zealand. You do not earn Airpoints DollarsTM when loading funds to your OneSmart Card, transferring funds to another currency balance or another member's OneSmart Card or when withdrawing funds from ATMs or cashing out your OneSmart Card balance. Purchases that are reversed, refunded or charged-back are also ineligible for points earn, in addition to fees incurred.}}

^{2_{Although the Mastercard acceptance mark may be displayed, OneSmart may not operate in some countries and geographical regions, due to restrictions. Please refer to the list of countries and regions with restrictions at www.airnzonesmart.co.nz. In addition, ATMs or POS terminals may not be owned or operated by EML Payment Solutions Limited or Mastercard Prepaid Management Services (NZ) Limited and EML Payment Solutions Limited and Mastercard Prepaid Management Services (NZ) Limited are not responsible for ensuring that merchants will accept the Card.}}

A prepaid Mastercard^®1 acts like a debit card that can be pre-loaded with money and used to make purchases over the counter, withdraw from ATM's in New Zealand, overseas and online where Mastercard is accepted².

^{1_{Mastercard® is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated.}}

^{2_{Although the Mastercard acceptance mark may be displayed, OneSmart may not operate in some countries and geographical regions, due to restrictions. For more information please see the Product Disclosure Statement.}}

There are good reasons for using the OneSmart™ feature on your Airpoints™ card to pay when travelling.

• It's smart and easy to use

You can load up to eight foreign currencies (plus NZD) onto your OneSmart Account, including AUD, (Australian Dollars) USD (United States Dollars), EUR (Euros), GBP (Great Britain Pounds), SGD (Singapore Dollars), HKD (Hong Kong Dollars) JPY (Japanese Yen), and CAD (Canadian Dollars).

Your card will automatically select the currency of the country in which you are travelling, if you have that currency loaded in your account.

• You can load currencies before you leave NZ

Lock in daily exchange rates¹ for any of those foreign currencies by loading your OneSmart card before you go - so you'll know exactly how much you have to spend while you're travelling overseas.

• It's accepted just about everywhere

With a few exceptions, anywhere in the world you see the Mastercard® acceptance symbol, you can use OneSmart².

• You can earn Airpoints Dollars™ using it

For every NZD $100 or equivalent you spend in foreign currency, you will earn one Airpoints Dollar on eligible purchases³.

• It's all at your fingertips

Download the OneSmart App to your iOS or Android phone and manage your OneSmart money from that. You can transfer money between currencies, see your balance and view your transactions.

• It's convenient and secure

^{1_{Exchange rates for initial loads and subsequent reloads via www.airnzonesmart.co.nz will be set at the prevailing exchange rate set out on the website at the time of your request, provided you follow the instructions and make payment within four hours. Where you do not make payment within four hours, the applicable exchange rate may differ to the exchange rate at the time of your request as it will be set at the prevailing exchange rate at the time the transaction is settled and not at the time of your request. For loads or reloads not completed via the website, the exchange rate applied will be the prevailing exchange rate at the time the transaction is settled and not at the time of your request. For loads or reloads not completed via the website, the applicable exchange rate may be different to the exchange rate at the time of your request.}}

^{2_{Although the Mastercard acceptance mark may be displayed, OneSmart may not operate in some countries and geographical regions, due to restrictions. Please refer to the list of countries and regions with restrictions at www.airnzonesmart.co.nz. In addition, ATMs or POS terminals may not be owned or operated by EML Payment Solutions Limited or Mastercard Prepaid Management Services (NZ) Limited and EML Payment Solutions Limited and Mastercard Prepaid Management Services (NZ) Limited are not responsible for ensuring that merchants will accept the Card.}}

^{3_{Eligible purchases do not include money orders, traveller's cheques, gambling chips, adult entertainment, flights purchased directly from Air New Zealand. You do not earn Airpoints DollarsTM when loading funds to your OneSmart Card, transferring funds to another currency balance or another member's OneSmart Card or when withdrawing funds from ATMs or cashing out your OneSmart Card balance. Purchases that are reversed, refunded or charged-back are also ineligible for points earn, in addition to fees incurred. If you spend in a foreign currency, for calculating your Airpoints Dollar™ earning, the amount you spend will be converted by us into New Zealand dollars at the exchange rate set by Mastercard® at the time the amount is deducted from your OneSmart™ account.}}

Your current tier will expire at the same time as your current Airpoints™ card. You'll find this expiry date on your Airpoints card, beneath your membership number. 

We'll send you an updated Airpoints card close to the expiry date of your current one, so you can continue earning Airpoints Dollars™.

The OneSmart™ side has a different expiry date and the good news is that you'll be able to continue using the OneSmart payment functionality of your card for four months after the date your Airpoints tier expires. So, if you are overseas and haven't received your new Airpoints card, you can still use your existing card for purchases.  You'll find the OneSmart expiry date on the reverse side of your card next to the Mastercard® logo.

Firstly sign the back of your card. You'll then need to activate your OneSmart™ card and set your PIN online at www.airnzonesmart.co.nz.

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 currencies¹.

If you've already activated a OneSmart account (after 14 November 2016) and you need to activate a replacement card, simply log in to 'My Account' at airnzonesmart.co.nz or phone OneSmart Customer Service Centre on 0800 787 555 or +64 9 377 8535.

¹ _{OneSmart Conversion Rates apply.}

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

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

- Login to your OneSmart account

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

- select 'Card settings'

- select 'Set your PIN'

- Follow the screen prompts by answering the security questions and selecting a 4 digit PIN for your card. Please note that date of birth should be entered as day and month (i.e. 1406)

B). 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, and set your PIN with a one of our customer services team.

At present, there is only one card 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 Airpoints card with OneSmart functionality. However you can complete card to card transfers between two activated OneSmart accounts.

Yes, but you can only receive the currency that the ATM dispenses.

You can withdraw a maximum amount of NZD $3,000, or the equivalent in a foreign currency, in 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.

Sorry no, that's not possible. Find out more about what you can do with your OneSmart™ Account here.

We work with specialist foreign exchange providers to obtain exchange rates at the time of your transfer. We call these the OneSmart™ Conversion Rates. You can view up-to-date OneSmart Conversion Rates at any time by visiting airnzonesmart.co.nz.

If you are transferring funds between currencies, you can lock in your exchange rate¹ at the time you make the transfer, so you know exactly how much it will cost and what will be loaded onto your card.

^{1 _{OneSmart Conversion Rates apply.}}

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

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

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.

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.

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 OneSmart™¹, we'll add the Airpoints Dollars you earn to your Airpoints™ account around the month anniversary of the date you activated your Account.

^{1 _{Eligible purchases do not include money orders, traveller's cheques, gambling chips, adult entertainment, flights purchased directly from Air New Zealand. You do not earn Airpoints DollarsTM when loading funds to your OneSmart Card, transferring funds to another currency balance or another member's OneSmart Card or when withdrawing funds from ATMs or cashing out your OneSmart Card balance. Purchases that are reversed, refunded or charged-back are also ineligible for points earn, in addition to fees incurred.}}

You can add money to your OneSmart™ Account via the app 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.

4. You can now load money directly into your account as well as save your card details to the app for easier loading in the future. 

Airpoints™ members who reside in New Zealand and who are aged 16 and over, are eligible for a OneSmart™ Account.

Please contact Air New Zealand on 0800 737 000 for an Airpoints card with OneSmart features if you believe you are eligible, but have not received one.

Your card will intelligently select the currency of the country you are in if you have sufficient funds in that currency loaded on your card.

You can load straight into the available currencies of your choice in 'My Account' www.airnzonesmart.co.nz and lock in up to eight foreign currencies at the daily exchange rate¹.

_{¹ OneSmart Conversion Rates apply.}

Yes, you can use your OneSmart™ Account for transactions anywhere Mastercard® is accepted electronically overseas.

Mastercard Conversion Rates will apply. Currency conversion fees will apply.

See unsupported currencies for more information.

Yes, there are some countries where it is currently not possible to use your OneSmart™ card due to restrictions. The countries and geographical regions currently affected by sanctions are: Iran, North Korea, Sudan, Syria and 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 that may choose not to accept Prepaid Cards.

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.

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.

An unsupported currency is any currency that is not included in the eight foreign currencies (plus New Zealand Dollars), which your OneSmart™ account can hold. The eight Supported Currencies are: Australian Dollars, Singapore Dollars, Hong Kong Dollars, Japanese Yen, British Pounds, Euros, Canadian Dollars, and United States Dollars.

If you transact in a currency that is considered an unsupported currency then 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.

Contact Airpoints on 0800 247 764 or +64 (0)9 357 3000 to ensure your name change is captured in your Airpoints profile. You also need to contact OneSmart™ Customer Service Centre on 0800 787 555 or +64 9 377 8535 to ensure your name change is captured in your OneSmart 'My Account'.

You will need to provide suitable documentation in order to change your name on your card.

One of the eligibility criteria for receiving an Airpoints™ membership card with OneSmart™ is that the cardholder lives in New Zealand, so please update your Airpoints Account personal details online if you move overseas. To do this you will need to sign in and update your residential address under your profile.

When you do, you'll still be able to access your OneSmart Account and use your OneSmart card until it expires or you need a replacement card, whichever occurs first. You can find the OneSmart expiry date on the OneSmart side of your AirpointsTM card.

Your Airpoints membership is not affected by the status of your OneSmart Account, so at the appropriate time we may send you an Airpoints card without OneSmart.

See our OneSmart™ fees and limits.

If you activate the OneSmart™ Account on your Airpoints™ card, you will be a Mastercard customer and can take advantage of Mastercard promotions and offers.

If you choose not to activate the OneSmart Account on your Airpoints, you will not be a Mastercard customer.

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.

OneSmart™ is issued by EML Payment Solutions Limited under a licence from Mastercard Asia/Pacific Pte. Ltd, as issuer. When you apply for OneSmart, EML is required to verify your identity by law.

To receive an Airpoints™ membership card without OneSmart™ functionality, please contact the Air New Zealand Contact Centre using our Help & Contact page on our website.

If you have an Apple device and already have the Onesmart app installed, you can update to the latest version in the App Store. If you have 'auto updates' enabled, your app will be updated automatically and you don't need to do anything.

If you have an Android device, you'll need to download the new the app. Simply visit the Google Play Store, search 'OneSmart' and click 'install'.

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