Contact Support
Before emailing us, check if your question is answered below — many issues can be resolved in seconds.
Frequently asked questions
- Why is my account suspended or blocked?
- Our team suspends accounts when we detect policy violations or suspicious activity. If you believe this was a mistake, email us with your account email address and the approximate date of suspension. We'll review and respond within 2 business days.
- I can't log in
- Try the password reset flow. If you've lost your 2FA device, include your account email and proof of identity (e.g. a recent transaction ID) in your support email.
- I didn't receive the verification code
- Check your spam folder. Codes expire after 15 minutes — request a new one. If you opted into SMS, make sure your phone can receive international SMS.
- Payment failed but CLIX wasn't credited
- Email us with your account email, the transaction amount, date, and the Stripe receipt if you have it. We'll reconcile within 2 business days.
- I want to delete my account
- Log in and go to your profile, then click "Delete Account". If you can't log in, email us and we'll process deletion per GDPR (within 30 days).
Still need help?
Email us at support@onepasswallet.com. The email link opens with a helpful template pre-filled; if your mail client doesn't, use this plain link instead.
Please include:
- the email address on your OnePass account
- the approximate date the issue started
- any relevant reference (transaction ID, session ID, screenshot)
We respond within 2 business days, Monday – Friday.
