Question 1

What is 1derful?

Accepted Answer

1derful is a mobile app with a Mastercard you can use to spend in store and online. The app will allow you to manage the payments you make with the card. For each payment you'll have the option to Pay Now, straight from your debit card, or Pay Later, using credit with flexible repayment options. You'll be given credit of up to $2,000, based on an assessment of your income and expenses.

Question 2

How can I get in touch with the 1derful team?

Accepted Answer

You can contact us via email hello@1derful.io

Question 3

How do I download the 1derful app?

Accepted Answer

Go to the app store on your smartphone and search “1derful”, it should be the first option and is free to download.

Question 4

What documents do I need to create a 1derful account?

Accepted Answer

You’ll need to verify your identity with your Australian driver's licence plus a debit card to connect your 1derful account to.

Question 5

Why do I need a One-Time-Password (OTP)?

Accepted Answer

A OneTime-Password is a way for us to secure your 1derful account by ensuring that only you have access to your account, stopping potential identity theft or hacking.

Question 6

Why do you need to perform a credit assessment?

Accepted Answer

A credit assessment needs to be performed in order to ascertain the appropriate credit limit that matches your current financial position. We’ll do this by taking a looking at your income and expenses over the last three months and provide you with a credit limit up to $2,000.

Question 7

Why do you need to verify my identity?

Accepted Answer

Verification of identity is essential to minimize the risk of fraud and identity theft. 1derful uses Mastercard’s Digital Identity service as a convenient, secure and accurate way to verify your identity.

Question 8

What is my credit limit?

Accepted Answer

From the home screen of the 1derful app you’ll find your Available funds. Your credit limit is equal to the Available funds plus any repayments you are yet to make.

Question 9

How is my credit limit calculated?

Accepted Answer

Your credit limit is based an assessment of your current financial position and ability to repay liabilities. We calculate this during your account set up when you connect your online banking account by looking at your income and expenses over the last three months.

Question 10

Can I get more credit?

Accepted Answer

If your financial circumstances have changed and you think you may be eligible for an increase in your credit limit, you can have your eligibility reassessed. From the menu button on the top left of the home screen, under the Account section, you’ll find the Reassess your credit limit option. We’ll ask you to log in to your internet banking account again so we can see your most recent income and expenses.

Question 11

How do I change my password?

Accepted Answer

Simply email hello@1derful.io and request a password change.

Question 12

How do I unlock my account?

Accepted Answer

If you have been locked out of your account after too many password attempts, the lock will be released after 1 hour. If you need to unlock your account sooner you can email hello@1derful.io.

Question 13

How do I update my address or phone number?

Accepted Answer

Simply email hello@1derful.io and provide details of your new phone number/address. You will be requested to verify your identity before we can make this change.

Question 14

Where can I get a statement of my 1derful account?

Accepted Answer

If you need a statement of your 1derful account, contact our support team (hello@1derful.io).

Question 15

Can I cancel my 1derful account?

Accepted Answer

If you need to cancel your 1derful account, contact our support team (hello@1derful.io). You’ll need to make sure you don’t have any outstanding repayments and have updated your direct debits before we can close your account.

Question 16

When will I receive my 1derful card?

Accepted Answer

Once you’ve successfully completed the sign up steps, you’ll automatically receive a digital 1derful card in the 1derful app that you can start using straight away. You’ll be able to add the digital card to your digital wallet and start using it for your purchases.

Question 17

How do I request a physical card?

Accepted Answer

1derful has a digital first approach as we know lots of you like to use a digital wallet and most merchants will accept the 1derful digital card. Physical cards are not currently available.

Question 18

Can I reorder a new card?

Accepted Answer

If your 1derful card has been compromised, you should contact our support team (hello@1derful.io) to request a new card. We’ll issue you with a new digital card so you can start using it straight away and send you a physical card if you’d like one. In order to minimise fraudulent activity on your account, we recommend you apply a lock to your card as soon as you think it is lost or stolen.

Question 19

How do I activate my card?

Accepted Answer

Your digital 1derful card doesn’t need to be activated as it will be activated automatically.

Question 20

How to do I lock my card?

Accepted Answer

From the 1derful app press the menu button in the top left corner of the home screen. Under the Your 1derful Card section there will be a Lock card option. This lock is temporary and can be unlocked from the same menu option once you are ready to start using your card again. If you do not have access to the 1derful app the best course of action is to contact our support team for help (hello@1derful.io).

Question 21

How to do I cancel my card?

Accepted Answer

If your 1derful card is lost or stolen, you should contact our support team (hello@1derful.io) to cancel your card and request a new one. We’ll issue you with a new digital card so you can start using it straight away. In order to minimise fraudulent activity on your account, we recommend you apply a lock to your card as soon as you think it is lost or stolen.

Question 22

Can I use my 1derful card in my Apple/Google wallet?

Accepted Answer

Yes - it's easy! Once you’ve finished setting up your 1derful account you will see an option on the home screen to add your 1derful card to your digital wallet. If you forget or choose not to do this straight away, don’t worry. There is another easy way to do it. From the menu on the top left-hand corner of the home screen, under the “Your 1derful Card” section, there is an option to “Add to digital wallet”. You’ll need to verify your identity with a One Time Password and accept the T&Cs and then you’ll be ready to use your 1derful card.

Question 23

Can I use my 1derful card overseas?

Accepted Answer

Yes, your 1derful card can be used anywhere in the world where MasterCard is accepted. The foreign exchange conversion is done for you by MasterCard and 1derful will not charge any international fees for your transactions. Be aware of additional fees that might be charged directly by international merchants.

Question 24

What should I do if my 1derful card is lost or stolen?

Accepted Answer

If your 1derful card is lost or stolen, you should contact our support team (hello@1derful.io) to cancel your card and request a new one. We’ll issue you with a new digital card so you can start using it straight away. In order to minimise fraudulent activity on your account, we recommend you apply a lock to your card as soon as you think it is lost or stolen. To lock your card from the 1derful app press the menu button in the top left corner of the home screen. Under the Your 1derful Card section there will be a Lock card option. This lock is temporary and can be unlocked from the same menu option if you find your card.

Question 25

Where can I use my 1derful card?

Accepted Answer

1derful cards are accepted anywhere Mastercard is accepted and for all purchases, from in-store and online to direct debit bills.

Question 26

What’s the difference between pay now and pay later?

Accepted Answer

For each purchase you make with your 1derful card you can decide to pay for it now or pay for it later and over a number of installments. Pay now means funds for your purchase will be deducted directly from the debit card linked to your account. Pay later means you can select a repayment schedule that suits you. You’ll be able to decide on: Number of repayments – between 1 and 8 inclusive.  Frequency of repayments – weekly, fortnightly or monthly.   Start date – The first repayment must be made no later than day 29 from the transaction date and the last repayment up to 62 days from the transaction date.

Question 27

Can I change my mind on when I pay for my transactions?

Accepted Answer

If you need to make a change to your repayment schedule you should contact our support team (hello@1derful.io).

Question 28

Can I use my 1derful card at an ATM?

Accepted Answer

No, your 1derful card can only be used for purchases and bills, online and in stores.

Question 29

How do I get a refund on a purchase?

Accepted Answer

If you'd like a refund on a 1derful purchase, you'll need to contact the retailer directly and follow their returns process. If you return goods to a retailer and they agree to a refund, your 1derful account will be credited with the agreed refund amount. The funds will then be put towards any balance currently owing on your account. Keep in mind that the merchant may not deposit the refund immediately to your account and your refund amount will not include any fees you may have been charged while paying off your purchase (e.g. monthly account service fees or late payment fees). If the refund amount places your account into credit, please contact our support team below to arrange a refund to your bank account. Alternatively, you can choose to leave your account in credit and use the funds for your next purchase.

Question 30

How are my repayments calculated?

Accepted Answer

Your repayments are calculated by dividing the total amount of your purchase by however many repayments you have decided on. We’ll add together all the repayments due on each day and deduct these from your debit card when they are due.

Question 31

Where will my repayments be deducted from?

Accepted Answer

Repayments will be deducted from the debit card you have connected to your 1derful account on the day they are due.

Question 32

How can I change my repayment method?

Accepted Answer

You can update your repayment debit card from the menu on the top left of the home screen. Under the Repayment section you’ll find the Add a repayment card option where you can add a new debit card.

Question 33

What happens if I miss a repayment?

Accepted Answer

You will be notified that we weren't able to collect a repayment and we will make another attempt in 48 hours.

Question 34

What are the 1derful Card Benefits?

Accepted Answer

As a 1derful customer, you can enjoy the perks of added protection for the items you purchase. This service is provided by Mastercard’s® Card Benefits program and available to all 1derful cardholders. All you have to do is submit your claims along with the relevant supporting document. It only takes a few minutes and you will receive a response within 3 business days. The Card Benefits program allows you to claim the three following benefits:  Mobile Phone Protection  Protects your mobile phone against theft and accidental damage  Claim up to $1,650  To be eligible, just use your 1derful to pay your phone bills  Purchase Protection  Protects your personal goods against theft and accidental damage anywhere in the world  Claim up to $1,650  Available on any purchase made with your 1derful card  Price Protection  Protects you against price changes within 30 days of purchase  Claim the price difference, up to $800  Available on any purchases made with your 1derful card  If you have any questions, you can contact us (hello@1derful.io).

Question 35

How do you keep my data private?

Accepted Answer

At 1derful, we highly value your privacy and make it our mission to protect your data whenever you share it with us. This includes utilising the best technology available and enforcing data privacy practices in line with Privacy Act 1988 and PCI-DSS.

Question 36

Will my data be shared with third parties?

Accepted Answer

1derful stores all sensitive customer data in-house within our secure environment and will only leverage third parties when necessary and with the same standards we hold ourselves to. You can refer to the Privacy Policy for more information.

Question 37

How secure is the 1derful app?

Accepted Answer

Keeping our customers account secure is a priority for the 1derful team and we’ve implemented a number of services and controls to minimise the risk of account compromise and fraud. This includes verifying your identity at critical times, with your password, pin, biometrics or OTP (or a combination of these). Behind the scenes we are storing your data securely and reducing the risk of fraud by reviewing every transaction made on a 1derful card. If we suspect fraudulent activity, we’ll take action on your behalf but we will always do this in your best interests and notify you immediately.

Question 38

What should I do if I think my 1derful account has been compromised?

Accepted Answer

Contact our support team immediately (hello@1derful.io). If you have access to your 1derful account, you should lock your card and change your password to prevent further fraudulent activity.

Question 39

How can I dispute a transaction made using my 1derful account?

Accepted Answer

1derful aims to provide our customers with the highest possible standard of service and that high quality extends to our merchant expectations. But, sometimes things can go wrong with a purchase and if this is the case we'll do our best to find a quick and fair solution to solve your issue. Important: If you have a concern with a specific purchase, we recommend that you always contact the merchant directly first. This is often the easier and faster way to resolve the issue. If a situation arises where you have an issue with an order and the merchant was unable to assist you may fall into one of the below categories; Your order isn’t delivered, The service you have received was unsatisfactory, The product you have received is faulty, An order was made without your authorisation, or The merchant where you placed the order is unresponsive, unable to cancel the order or unable to process your refund after 14 days. If you attempted to contact the retailer and were unable to resolve it directly with them, please contact our support team (hello@1derful.io). We may ask for additional documentation from you to assist in resolving any complaints or disputes and will need your assistance to facilitate a resolution. Our team will investigate your dispute and attempt to resolve your complaint as quickly as possible.

Question 40

How can I make a complaint about 1derful?

Accepted Answer

You can make a complaint directly to our customer support team which will be passed on to the relevant team in 1derful to resolve. We aim to respond to all complaints within 5 business days. Provide our support team with as much information as possible to speed up your resolution.

Question 41

How do I report a bug in the 1derful app?

Accepted Answer

The 1derful app goes through rigorous testing every time we make a change but if you do happen to come across a bug we’d love to know about it so we can fix it for you and our other customers. We'd encourage you to report a bug to our support team (hello@1derful.io) with as much information as possible including screenshots of the issue if possible.

Question 42

How can I get support during times of financial hardship?

Accepted Answer

We know it’s not easy asking for help, but please don’t hesitate to contact us to explain your circumstances so we can assist in any way we reasonably can. You can phone, chat or email our support team (hello@1derful.io).

Question 43

What is Apple Pay?

Accepted Answer

Apple Pay is a digital wallet that lets you use your 1derful card through a compatible device such as iPhone, Apple Watch or iPad to make transactions in store, in-apps and on websites using Safari. Apple Pay is a secure and fast way of making purchases.

Question 44

Which devices are compatible with Apple Pay?

Accepted Answer

You can learn more about which devices are compatible with Apple Pay using the following link: https://support.apple.com/en-vn/HT208531

Question 45

Where can I use Apple Pay?

Accepted Answer

You can use Apple Pay in-stores, on the web using Safari and in apps. Just look out for an Apple Pay symbol.

Question 46

Can I add the 1derful card to the Apple Wallet from the 1derful app?

Accepted Answer

Yes and it’s easy, just follow these simple steps: Login to the 1derful app. Click on the menu button on the top left of the screen. Under Your 1derful card, select Add to Digital Wallet. You will be asked to enter the OTP sent to your mobile phone. Once your OTP is confirmed you’ll be asked to review and accept the terms and conditions. Once the terms and conditions have been accepted and you confirm your card details, your 1derful card will be added to your Apple Wallet.

Question 47

How do I set up the 1derful card in the Apple Wallet?

Accepted Answer

Adding your 1derful card to Apple Pay is easy. Follow these steps for your device(s). iPhone Open the Apple Pay Wallet app. Tap the plus (+) sign in the top right corner. Select Add a different card and enter the 1derful card details. If you have a physical 1derful card, you may scan the details for the wallet. iPad Go to settings. Select Wallet and Apple Pay and tap add Credit card. Select Add a different card and enter the 1derful card details. If you have a physical 1derful card, you may scan the details for the wallet. Apple Watch Open the Apple Watch app on your iPhone. Select Wallet and Apple Pay and select Add a Credit card. Select Add a different card and enter the 1derful card details. If you have a physical 1derful card, you may scan the details for the wallet.

Question 48

How do I set up Apple Pay for my device for the first time?

Accepted Answer

Setting up Apple Pay is easy. Follow the instructions in the following link for your device. https://support.apple.com/en-au/HT204506

Question 49

How do I pay using my 1derful card from the Apple Wallet?

Accepted Answer

To pay using your iPhone in-store with Face ID, simply double click the side button and hold your iPhone close to your face. Then hold the iPhone near the terminal. If you are using Touch ID, hold your iPhone near the terminal whilst having your finger on Touch ID. If you are using the Apple Watch, double click the side button and hold the Apple Watch neat the terminal. When paying on website or in-apps where Apple Pay is accepted, select Apple Pay at the check-out as your payment method and complete the payment using Face ID or Touch ID with your iPhone, Apple Watch or Macbook Pro Touch Bar.

Question 50

How do I set my 1derful card as the default card for Apple Pay?

Accepted Answer

The first card you add to the Apple Wallet will be the default card. To change your default card, follow these simple steps: https://support.apple.com/en-au/HT205583

Question 51

Does it cost anything to use Apple Pay?

Accepted Answer

1derful will not charge use for using Apple Pay. However, Apple Pay does require a data plan to add your card and there may be additional charges from your mobile network.

Question 52

Is Apple Pay safe?

Accepted Answer

Apple Pay is a safe way to make payments. Instead of using your physical 1derful card, a unique Device Account Number is created and securely stored in the iPhone, iPad, and Apple Watch. When you make a purchase, the Device Account Number, along with a transaction-specific dynamic security code, is used to process your payment so your actual card numbers are never shared by Apple with merchants or transmitted with payment. Therefore, your 1derful card details are never store on the device or in the cloud. You can find more information on security in the following link: https://support.apple.com/en-au/HT203027

Question 53

What should I do if I lose my iPhone, iPad or Apple Watch?"

Accepted Answer

If your device is lost or stolen, you can go to icloud.com/find or use the Find My iPhone app to suspend or permanently remove your 1derful card from that device. Alternatively, you can contact us (hello@1derful.io) to suspend or remove your card from Apple Pay.

Question 54

What should I do if I lose my card?

Accepted Answer

If you have lost your card, you should immediately place a lock on your card from the 1derful app to prevent any fraudulent transactions: Login to the 1derful app. Click on the menu button on the top left of the screen. Under Your 1derful card, select Lock card. If you have not been able to find your 1derful card then contact us (hello@1derful.io) for a replacement card. You will be able to continue using Apple Pay once a replacement card has been issued. You should also remove your lost or stolen card from the Apple Wallet.

Question 55

How do I remove my 1derful card from Apple Pay?

Accepted Answer

You can remove the 1derful card from Apple Pay at any time. Go to Settings > Wallet & Apple Pay, tap the 1derful card and then tap Remove Card.

Question 56

What happens when I replace or update my device?

Accepted Answer

If you replace or update your device, you will need to add your card(s) to Wallet again.