1. How do I create a One online account?
If you are an existing One customer, click “Register One Online Account” and enter the email address or mobile phone number you use with One.
We will send you a temporary password. Once you log in with it, you will be asked to create a new password that you will use for all future logins.
If you are unable to activate your account or receive an error message, please contact Customer Support.
2. What username should I use to log in?
You can use either:
- the email address registered as your contact email with One or the one you use to receive your electronic bill; or
- your One mobile phone number in the format 3826XXXXXXX.
If you are unsure which contact details are registered to your account, please contact Customer Support.
3. I'm logging in for the first time. What should I do?
Before your first login, you need to activate your One online account by selecting “Register One Online Account”.
After receiving your temporary password and creating a new password, you will be able to use the same credentials for all future logins.
If you are unable to complete the activation process, please contact Customer Support.
4. I forgot my password. How can I reset it?
Click “Forgot your password?”, enter the email address or mobile phone number you use with One, and we will send you a temporary password.
After logging in, you will be asked to create a new password.
If you are unable to reset your password, please contact Customer Support.
5. I didn't receive my temporary password.
Please check that you entered the correct email address or mobile phone number.
If you are using an email address, also check your Spam/Junk folder.
If you still haven't received the message after trying again, please contact Customer Support.
6. Which email address should I use?
Use the email address you provided as your contact email when signing your contract with One or the one you use to receive your electronic bill.
If you are unsure which email address is associated with your account, please contact Customer Support.
7. Can I use my mobile phone number instead of my email address?
Yes. You can use your One mobile phone number in the format 3826XXXXXXX to activate your account and log in.
If the system does not recognize your phone number, please contact Customer Support.
8. Will the temporary password remain my password?
No.
The temporary password is only used for your first login or to reset your password. After logging in, you will be required to create a new password for future use.
If you experience any issues while creating your new password, please contact Customer Support.
9. Why can't I log in?
The most common reasons are:
- Your account has not yet been activated.
- You entered an incorrect email address or mobile phone number.
- Your password is incorrect.
- The credentials you entered are not associated with your One account.
If you have checked all of the above and the problem persists, please contact Customer Support.
10. Will I use the same account in the future?
Yes.
Once your account has been activated and you have created your password, you will continue to log in using the same username, either your email address or mobile phone number, and the password you created.
If you would like to change your login details, please contact Customer Support.
11. I receive a “User does not exist” message. What does it mean?
This usually means that the email address or mobile phone number you entered is either not associated with your One account or was entered incorrectly.
Please verify your details and try again.
If you continue to receive this message, please contact Customer Support so we can verify your registered contact details.
12. Can I change my username?
Your username is the email address or mobile phone number associated with your One account.
If you would like to change the details you use to log in, you will first need to update your contact information. Please contact Customer Support for assistance.