The following are frequently asked questions. If you have any specific questions not covered on this section, please contact our office at onecard@ualberta.ca.

Can I still get my ONEcard if I don't have a piece of government issued photo ID?

Yes. You must have 2 pieces of government issued non-photo ID if you do not have government issued photo ID. Examples of government issued non-photo ID include your birth certificate, health care card, social insurance card, temporary license.

Will I lose my building access if I replace my ONEcard?

Maybe. We are able to update some door access systems; however, we do not have access to all campus door control systems. It is best to check with your building administrator or contact us directly. If you need to retain your old ONEcard until your new card can be set up, let one of our customer service staff know before we print your new card.

If I make a deposit to my ONEcard online with a credit card is it considered a purchase or a cash advance?

Deposits to ONEcard accounts are always processed as purchases.

Can I have my "preferred name" or nickname printed on my ONEcard?

Yes, ONEcards will be printed with the preferred name where applicable. All preferred names must be registered in Bear Tracks. If you register a preferred name after you have picked up your ONEcard, you are able to exchange your card for a new one with payment of the $15 exchange fee.

As a result of the TRC's Calls to Action, I have reclaimed my Aboriginal name. Can I have my reclaimed name printed on my ONEcard?

Yes, ONEcards can be printed with your reclaimed Aboriginal name. In response to the Truth and Reconciliation Commission of Canada's (TRC) Final Report, specifically the seventeenth (17) call to action, the ONEcard office will waive all fees associated with re-issuing your ONEcard with your reclaimed Aboriginal name. For more information, contact First Peoples’ House

What is my "Offline Balance"?

It is the nature of computer networks to occasionally "go down" (i.e. not work properly for a short period of time while it self-corrects any problems). While the network is down, the ONEcard terminal is unable to access your account to determine if you have enough money for your request. The ONEcard Office feels that it would be an inconvenience if people were unable to print or make other purchases during these "down times," so we have allowed for an "offline balance," which is essentially a small credit to your account. Once the terminal re-connects, all purchases will be applied to your account.

How much does it cost to print or photocopy one page using my ONEcard? And why doesn't it cost less to print double-sided?

Printing and photocopying costs 12 cents per printed page (35 cents for colour). If printing on both sides of a single page (using the double-sided printing option), the cost is 24 cents (12 x 2). The cost does not decrease because the cost recovery is based on ONEcard network infrastructure and staffing costs rather than the cost of a single sheet of paper.

What should I do if I have lost my ONEcard?

You can report your ONEcard lost on our website 24 hours a day. During office hours, you can contact the ONEcard Office at (780) 492-7924. If you have access to buildings or labs on campus, contact your building administrator immediately to have the access suspended.

If I lose my card, do I lose the money I have in my account?

No. Your funds remain on your account, which you will be able to access with a replacement card. Please note that lost ONEcards should be reported immediately so that no one can access your account without your knowledge.

What happens to my account money at the end of the year?

Your ONEcard account balance does not expire and will automatically carry over to the next year. You can continue to use your ONEcard for financial transactions indefinitely. Refunds of any account balances will be made only if a request is made by you online and your relationship to the University is terminated. There is a $25 fee for processing the refund. Upon your request your ONEcard account will be closed or rendered inactive by the ONEcard Office. Reactivation of your ONEcard account will be allowed only after the $25 card replacement fee is paid. If your ONEcard has no activity for a period of two years, the same will be deactivated by the University. Funds will be credited back in full to the ONEcard Account if the deactivated ONEcard account is re-instated at a later date.

Do I have to change my photo to get a new ONEcard?

We require current photos (less than 2 years old) to be printed on ONEcards. Please feel free to use our online photo submission site to select a photo of your choosing. Alternately, we are able to take a new photo in our office.

Can I withdraw money from my ONEcard account?

Cash withdrawals are not allowed. See previous question for account refunds.

Does my ONEcard cost anything?

The current cost of a regular ONEcard is $15, however, the ONEcard Program covers the cost of the first ONEcard issued for students enrolled in credit courses and University of Alberta employees. If you need to exchange your ONEcard or upgrade to a proximity card there is a fee of $15. Lost card replacements are available at a cost of $25 per card.

Why do I have to pay for replacement cards?

The ONEcard Program does not operate on funding from the University but rather operates on a cost recovery basis. The fee for replacement cards goes towards purchase of cards, ribbons, equipment, staff, and general operation costs. While we fund the issuance of the first card for staff and students, all re-issued ONEcards are subject to a fee.

What happens if I lose my U-Pass sticker?

If you lose your U-Pass sticker and wish to replace it, there is a replacement fee. For more information about replacing your U-Pass and the U-Pass program, please visit the U-Pass website.

My ONEcard replacement date is this year - what do I do?

ONEcard Cash funds and access do not expire as long as you remain a current student/staff, however, in order to maintain the integrity of the photo ID we print a 5-year Card Replacement Date on the back of each ONEcard. If you are still eligible for a ONEcard, we will exchange your old one for no charge after the date has passed. Therefore, if you are a student and your ONEcard replacement date is April of the current year, you can get a new ONEcard starting in May -- provided you are registered in the upcoming Spring/Summer or Fall Terms. Staff members can get a new card provided they have a current and active employment record.

Staff ONEcards must be replaced before this date in order to use the Staff LRT program.

I'm in a program that runs year round (e.g. grad studies). Why won't my ONEcard work for Van Vliet Centre (VVC) facilities during the spring and summer terms?

VVC membership fees are paid on a per term basis. Generally, when you pay your fees for the fall and winter terms, you receive membership for 4 months per term (8 months total). This applies to all students, except those taking courses in the spring and/or summer, who pay for VVC membership in their fees. Students not registered in spring or summer terms can purchase a membership from Facility Services.

I have money in my Department balance. What does this mean?

Funds in this balance have been transferred to your account by an internal department and are spendable anywhere ONEcard cash is accepted on campus. You may see funds in this balance for:

  • Student Union Opt-out Fees
  • Funds transfers by interdepartmental request form
  • Survey completion credits