- Where can I use OneSmart?
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 purchases 1 wherever Mastercard® is accepted iii. 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. In such cases, 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 who may choose not to accept Prepaid Cards.
- Is there anything I can’t use OneSmart for?
Your OneSmart Account cannot be used for:
a) Purchases from merchants where the transaction is processed manually (through a zip-zap machine)
b) Direct debit, reoccurring or instalment payments
c) Purchases from merchants who do not accept prepaid Mastercard branded cards.
d) Gambling merchants
e) Adult entertainment
f) Transactions in countries prohibited by US Government sanctions and laws.
g) As means of preauthorising expenditure with some businesses (such as hotels, cruise lines and car rental companies).
Please be aware that if you use your OneSmart card for any “pre-authorisations” including but not limited to, payment for hotel bookings, car hire, or on Cruise Lines it may take up to 30-days for the pre-authorisation amount to be released back onto your card.
If OneSmart is used for this purpose, some businesses (such as hotels, cruise lines and car rental companies) may pre-authorise the estimated amount of the final bill plus an additional 15%, this total amount will temporarily be unavailable. Pre-authorisations can take up to 30-days to return funds to your card.
There is no issue in paying for your hotel using your OneSmart Account at the end of your stay.
Please be aware if you use your OneSmart card 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.
- Can I use OneSmart to transact in currencies that I haven’t loaded onto my OneSmart account?
You can use your OneSmart for transactions anywhere Mastercard® is accepted electronically overseas. Simply load NZD and spend local currency wherever you are. 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.
- How much money can I withdraw from an ATM using OneSmart?
The limit for ATM withdrawals using OneSmart is NZD $3,000 or the equivalent in a foreign currency over any 24-hour period. Some ATMs may set their own withdrawal limits which may be lower than this.
- Will I be charged a card payment fee if I use OneSmart for an online flight booking on the Air New Zealand website?
No. When making a booking through the Air New Zealand website, payments made using OneSmart will not incur the advised card payment fee
- What happens to my OneSmart card if my Airpoints tier changes?
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.
- How much money can I have in my OneSmart account?
The maximum balance allowed at any one time across all currencies is NZD $100,000 or currency equivalent.
- Can I get a second card linked to the same OneSmart account or have multiple cards for my family members?
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.
- What is the exchange rate when I transfer money between currencies on my OneSmart account?
You can view up to date OneSmart Conversion Rates here
If you are transferring funds between currencies, you can lock in your exchange rate at the time you make the transfer, so you know exactly how much it will cost and what will be loaded onto your card.
- Which way do I put my card into an ATM?
The side of your Airpoints card with the chip should be facing upwards and the chip goes into the ATM first.
- What is my card’s security code (CVC)?
Your card’s security code or CVC is the 3-digit number on the reverse side of your Airpoints card.
- What is Dynamic currency conversion?
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. 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.
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.
Some merchants or ATM operators may charge a fee for dynamic currency conversion, which you might not be advised of at the time of the transaction.
- When will I get my Airpoints Dollars rewards from spending with OneSmart?
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.
- What if I don’t have enough local currency to complete a transaction?
If you don't have enough 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. The order in which currencies are withdrawn cannot be changed.
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. 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.
- How does my OneSmart card select which currency to use?
When you’re paying with your OneSmart card, it will intelligently select the currency of the country you are in. If you do not have sufficient local currency loaded to complete the transaction, the card will deduct funds on the card in this set order of priority.
NZD
AUD
USD
CAD
EUR
GBP
SGD
HKD
JPY
You cannot spend money you haven’t loaded, as the card is a prepaid facility only. You can load straight into the available currencies of your choice in 'My Account' and lock in up to eight foreign currencies as well as NZD at the daily exchange rateii.
- What is an unsupported currency?
An unsupported currency is any currency that is not included in the 9 supported currencies including NZD, which your OneSmart account can hold. The nine supported currencies are: New Zealand Dollars, Australian Dollars, Singapore Dollars, Hong Kong Dollars, Japanese Yen, Pounds sterling, Euros, Canadian Dollars, and United States Dollars.
- Am I able to change the order in which currencies will be drawn on from my OneSmart Account?
The order in which currencies are withdrawn cannot be changed.
- How do I manage my OneSmart Account balance?
You can manage your OneSmart balances by signing into your account and selecting the Transfer money option from the main menu. To transfer money from your OneSmart account to your bank account follow the prompts for ‘Cash out’ to close your account and cash out any balance on your card free of charge.
You can also manage your OneSmart balances from the OneSmart app.
- How do I file a dispute on a transaction I didn't make?
If you did not make a particular transaction showing on your transaction history, you should call OneSmart Customer Service Centre immediately on 0800 787 555 or +64 9 377 8535 if you’re overseas (charges may apply).
You can download a Dispute Claim Form here. Please allow up to 45 days for your dispute to be processed.
- How do I log in to the OneSmart app?
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.
- How do I opt out of OneSmart?
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.
- What happens when my OneSmart card expires?
The expiry date of your OneSmart card is printed on the OneSmart side of your Airpoints card. You cannot use your OneSmart Card to access money loaded onto your OneSmart facility after the expiry date. If you have an active OneSmart account and have made a transaction within the last five years a new card will be sent to you near your expiry date.
All Airpoints members who upgrade to Silver will receive a OneSmart by default. You can request a replacement OneSmart Card at any time. If your OneSmart Card expires, you will still be able to obtain your money loaded onto your OneSmart facility from EML through a cash out.
If you cease to be a member of the Airpoints Programme, you will not be able to continue using OneSmart and will need to cash out your OneSmart facility.
- What to do if your identity check is unsuccessful when trying to activate your card?
As of the 31st October 2024 the option to verify your identity at an NZAA location will no longer be available. To finalise your identity check and activate your card you will need to attach 2 pieces of accepted forms of ID, One piece of ID to confirm your address and One piece of photo ID and send it to support@airnzonesmart.co.nz.
The following documents can be used to verify your address:
a) Utility Statement(must be dated within 3 months)
b) Local authority rates or Water Bill (must be dated within 12 months)
c) NZ Bank Statement (must be dated within 12months)
d) Superannuation Scheme Correspondence (must be dated within 12months)
e) Insurance Policy Document (must be dated within 12months)
The following forms of identification can be used to for Photo ID:
a) NZ Passport
b) NZ Driver’s License
c) NZ Firearms License
d) NZ Certificate of Identity
Once received we’ll verify your documents and complete your activation. You’ll receive an email notification when your activation is complete.
For any further questions you can contact OneSmart Customer Service on 0800 787 555 or +64 9 377 8535 if calling from outside of New Zealand.
- Can I use my OneSmart card for pre-authorisations, such as hotels, cruise lines or car hire?
Please be aware that if you use your OneSmart card for any “pre-authorisations” including but not limited to, payment for hotel bookings, car hire, or on Cruise Lines it may take up to 30-days for the pre-authorisation amount to be released back onto your card.
If OneSmart is used for this purpose, some businesses (such as hotels, cruise lines and car rental companies) may pre-authorise the estimated amount of the final bill plus an additional 15%, this total amount will temporarily be unavailable. Pre-authorisations can take up to 30-days to return funds to your card.
There is no issue in paying for your hotel using your OneSmart Account at the end of your stay.
Please be aware if you use your OneSmart card 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.
