Liberty OneCard FAQ's

Why activate the OneCard?
Instructions for activating your OneCard
Financial refunds
Depositing money into your OneAccount
Questions about parents, family and friends
Spending money
Login questions
OneAccount fee schedule
Avoiding identity theft
Lost, stolen and replacement cards
Identity Verification
Higher One ATM Locations

Why activate the OneCard? 

• Confirming you have received your Liberty OneCard. Information you provide during activation validates the information provided to Higher One by the University is accurate. 
• Creating your web profile with Higher One (www.libertyuone.com). This site is where you report your Liberty OneCard lost/stolen, select and modify refund options, update your primary address for any mail you may receive from Higher One, and activate and manage the optional OneAccount.
• Selecting your refund preference. University financial refunds are disbursed through Higher One. Your refund preference is managed under Financial Refunds in your Higher One profile (www.libertyuone.com). Refunds can be deposited to the OneAccount (Easy Refund) or sent to your personal bank account through an ACH Transfer. 
• Optional OneAccount. The OneAccount is an FDIC insured checking account available through Higher One to all Liberty OneCard holders. You are under no obligation to open the OneAccount, although a number of features and benefits (such as the OneRewards program) involve using the OneAccount. Additionally, refunds can be delivered to you the quickest by selecting Easy Refund to have your financial refunds deposited into the OneAccount within one business banking day from the time they are released from the University.

 Instructions for activating your Liberty OneCard

Login to Higher One at www.libertyuone.com
Enter your 16-digit card number in the GET STARTED box
 
Click the Activate button
Type in your information
- Choose a password you can remember
- You must select a refund preference
Call Higher One Customer Service 1-866-545-8663 with activation problems

To watch a demo on activating your Liberty OneCard, go to http://www.liberty.edu/onecard
Click on Activate Your OneCard
Click on Watch A Demo on Activation in the Learn About The OneAccount menu box

 Financial Refunds

Once the University releases your refund, Higher One receives the funds and distributes them based on the refund option you select with your OneCard. It can take the University up to 14 days to release your funds. During the activation process you will select a refund preference. Two refund options are available to students:

The Easy Refund-OneAccount is an FDIC insured bank account that offers the MasterCard Debit feature, and is the quickest way to receive refunds. Funds will be deposited to your OneAccount within 1 business bank day from the date they are released by the University.
An ACH Transfer (to other bank)-automatically deposit the refund into your personal bank account. Funds will be deposited to your personal bank account within 2-3 business days.

The following actions must happen before the University releases your refund:

1. Your financial aid has been completed. (If you are using financial aid)
2. Your student account has been charged for all tuition & fees
3. Financial Aid and Cash Payments have been posted to your student account.
4. A credit exists on your account after all charges have been posted.

For questions about when your refund will be released by the University, contact Student Accounts at (888) 632-5551 or studentrefunds@liberty.edu for resident students and LUOrefunds@liberty.edu for DLP students.

 Depositing money into your OneAccount

Getting money into your OneAccount is easy. There are several ways to deposit funds into the account so that you can begin using your Liberty OneCard everywhere MasterCard is accepted.

Electronic deposits:
This is the fastest way to transfer funds into your OneAccount! Login to Higher One www.libertyuone.com

Just follow these steps:

1. First, add your personal bank information to your OneAccount as a funding bank account
2. Second, confirm "ownership" of the account verifying that it is your account.
3. Third, add the money to your OneAccount from your personal bank account.

Paper deposits:

1. Print a deposit slip from your OneAccount (found under 'OneAccount' then 'OneAccount Statement').
2. Fill it out, and endorse your check(s) or Money Order(s)

Resident Students can use the Drop Box located outside the Student Service Center at Campus North. Just be sure to include the items requested below:

1. Print a deposit slip from your OneAccount (found under 'OneAccount' then 'OneAccount Statement').
2. Fill it out, and endorse your check(s) or Money Order(s)
3. Go to the Student Service Center at Campus North and place your endorsed check and deposit slip in the provided envelope and put it in the drop box (DOES NOT REQUIRE POSTAGE STAMP). These are sent at 3PM on Monday - Friday.

*Please note that Higher One does not accept the following types of deposits: Third-party checks, checks payable to a business account rather than a personal account, counter or "starter" checks, or credit card checks.

*It might take up to two weeks for the funds to post in your OneAccount.

*DO NOT SEND CASH THROUGH THE MAIL!


Where do I send my checks and other paper deposits?

Check or Money Order deposits can be mailed to:

Higher One, Inc.
P.O. Box 9830
New Haven, CT 06536

Include a completed deposit slip

1. Print a deposit slip from your OneAccount (found under 'OneAccount' then 'OneAccount Statement').
2. Fill it out, and endorse your check(s) or Money Order(s)

Can I transfer funds from another bank account into my OneAccount?

Absolutely!

The first step in transferring money from an existing bank account into your OneAccount is to add the existing bank account's information on your OneAccount as a "Funding Bank Account." After adding the funding account, you will be able to transfer money electronically from your existing bank account into your OneAccount.

*Please make sure you confirm the funding account to prevent any problems or delays in depositing funds. Confirming your funding account may take up to 3 business days

Why do I have to confirm my funding bank account and how do I confirm it?

Confirming your funding account is a one-time process for each bank account you add. For your security, the bank account you have added requires confirmation. This is how the process works:

1. Higher One will make a small deposit and withdrawal (under $1.00) to the bank account you have just added.
2. Then shortly after, will send an e-mail explaining this one time process.
3. In about one week, check your bank account to determine the amount of the deposit and withdrawal that have been made.
4. Login to Higher One through the Liberty OneCard website (found on www.liberty.edu under Quicklinks) and follow the steps below:
   - Click 'Confirm Account'
   - Select the bank account you wish to confirm and click 'Confirm'
   - Enter the exact amount of the deposit and withdrawal made and click 'Confirm'
   If this information is correct, you will have successfully confirmed your bank account. If this information is incorrect, you will not be permitted to proceed. Please contact Higher One Customer Service at 866-545-8663 or submit an EasyHelp ticket. The EasyHelp button is located at the bottom of any Higher One page.

Parents or Friends: You may now use the confirmed account to send money to the student's OneAccount using their Higher One Login e-mail.

Students: You may now use the confirmed account to add money to your OneAccount.

 Questions about Parents, Family and Friends

Who can be a Parent, Family or Friend?
Anyone can be considered a “Parents, Family and Friends” – not just a parent or guardian, but any non-OneAccount holders with a US bank account.

What can “Parents, Family and Friends” do?"
Parents, Family and Friends” can transfer money from a US bank account via EFT (Electronic Funds Transfer) directly to your OneAccount.

How do I invite parents, family and friends to deposit money into my OneAccount?
Higher One makes it easier than ever to get money from your family and friends. Rather than sending a paper check that you have to endorse and deposit, they help your relatives send you an electronic funds transfer from their bank account. To establish a funding account log on to the Higher One website at www.libertyuone.com and click on the Sign Up to Send Money Link. There is no charge to use the "Send Money" or "Request Money" features. 

 Spending money

How do I get money out of the OneAccount?

The first choice is to spend it using your MasterCard debit card. Just swipe and sign for each transaction, remember when asked, "debit or credit?" to always answer "credit" to avoid the transaction fee.

• You can withdraw up to $500 cash per banking day from any Higher One ATM on campus; $300 for non-Higher One ATMs.  The 4 locations of Higher One ATMs on campus are: Demoss Hall, Keyhole Convenience Store, Campus East Clubhouse, and Founders Food Court. 
• You can write a check to yourself and deposit it.
• You can use the online bill pay feature to send yourself a check, the fee is .69 cents. Make sure that you leave sufficient funds available in your OneAccount to cover the cost of the check fee.
• You can also order an "Official Check" for $10.00. When ordering an “Official Check” please make sure that you leave sufficient funds available in your OneAccount to cover the cost of the check fee. Official checks are mailed to the primary address on file with Higher One.
• You can wire money to a personal US checking account for a fee of $25.00 per transaction.
  If it is your checking account, the limit is $10,000 per day. If it is another person's account, the limit is $1,000 per day. 
• You can also receive a cash advance on your card and then deposit the money into your bank account by presenting your card to the teller at any bank. Ask for a cash advance, and they should be able to determine if you're able to receive one. The fee from Higher One is 2% of the entire transaction with a $5.00 minimum. 
  
  Note: Using the online bill pay feature, ordering an official check and wiring money can both be done on the Higher One website at www.libertyuone.com. If you have any questions about any of the options above, contact Higher One Customer Service at 866-545-8663. 

How do I send money to another OneAccount holder?
To send money to another OneAccount holder, login to your OneAccount and, under the “Send Money” tab, click on “Send”. To identify the person who you want to send money to, simply enter their email address. If you are transferring money from your OneAccount, the funds will be transferred instantly. The limit is $1,000 per day.

 Login Questions

My Higher One log-in is suspended, what does that mean?
If you have too many failed login attempts, a built-in security feature will block access to your OneAccount. If you have suspended your login you will need to contact Higher One Customer Service at 1-866-545-8663. Once Customer Service has unsuspended the account you should then be able to login successfully, provided you are using the correct login information. If you have forgotten your password, select "Forgot your password?" from within the login box on the website. You will need your card with you to reset your password. The password will be sent to you in two parts. The first part is provided during the reset process, and the second part is sent by e-mail. The combined parts create your new password. We recommend you change your password the next time you login. If you have forgotten your password and are unable to reset your password, call Higher One Customer Service at 1-866-545-8663 for assistance.

My OneAccount is locked for ID Verification, what does that mean?
If you opened the OneAccount, have been contacted by Higher One to provide a government issued photo ID to verify your identity and have not done so a hold is placed on your OneAccount. Please visit our Identity Verification page for information on how to verify your identity.

My OneAccount is closed for ID Verification, what does that mean?
If you did not comply with the request to verify your identity within the timeframe given, Higher One is forced to close your OneAccount. The remaining credit balance will be mailed to your primary address after a fee of up to $50 is assessed. If you wish to re-open your OneAccount, you will need to verify your identity with Higher One, please visit our Identity Verification page with instructions. After Higher One has received your information, you will need to make a request to re-open your OneAccount. You may contact Higher One Customer Service by phone, 1-866-545-8663 or through EasyHelp on the Higher One website. To submit an EasyHelp request click the EasyHelp link located at the bottom of any Higher One webpage, then Ask A Question tab, type in your request and select what it's in reference to and clicck Submit Question, and then click Finish Submitting Question. 

Avoiding Identity Theft

1. Be careful giving out personal information
2. Protect your mail, shred all items containing personal information
3. Pay attention to billing and statement cycles
4. Check your credit report regularly
5. Safeguard personal information in your home or dormitory
6. Use complex passwords and PINs and memorize them
7. Install a firewall and virus protection software on your home PC

For additional steps to reduce your risk visit www.ftc.gov/bcp/edu/microsites/idtheft/ and http://www.privacyrights.org/fs/fs17-it.htm

 Lost, Stolen and Replacement Cards

I lost my Liberty OneCard; what do I do?
For security purposes, as soon as you realize that you do not have your Liberty OneCard, it is essential that you either login to Higher One online on the Liberty OneCard website (found on www.liberty.edu under Quicklinks), or call (1-866-545-8663). By reporting the card lost, we will be able to cancel the lost card to help prevent any abuse. A new Liberty OneCard will also be shipped to you within 7-10 business days. You may visit the Liberty OneCard Office to obtain a paper temporary ID for use until your new Liberty OneCard arrives. A $30 fee will be applied to your student account for the replacement card (Whether it be lost or stolen).

How do I obtain a temporary Liberty OneCard? 
You can obtain a paper temporary ID for on-campus use by visiting the Liberty OneCard Office. If you have reported your Liberty OneCard lost or stolen, and a replacement is on the way, your temporary ID will be free. If you have misplaced your Liberty OneCard and are not sure if it is officially lost, you may request a temporary ID card at a cost of $10. The temporary ID will be valid for a two week period, allowing you access to meal plan/points and on campus use. If you are still unable to locate your Liberty OneCard after the two week period, a permanent card will need to be ordered and the $30 replacement fee will apply.



Is there anyway to report my OneCard lost but not get another card?
Yes - If you have graduated, have a zero balance on your OneAccount and are closing your OneAccount, you can cancel your OneCard at the same time.
However, if you are a current student you are required to have a Liberty OneCard as your official University ID card. As a resident student, the university requires that you carry your Liberty OneCard with you at all times on campus.

Identity Verification

OneAccount-Verification of Identity

The Patriot Act requires all bank account holders in the United States to verify their identity. The OneAccount is a checking account and subject to compliance of the Act 

If you have received e-mails/phone calls to verify your identity, follow the
instructions below to avoid your OneAccount being closed.

If a hold is placed on your OneAccount, your OneAccount is locked, and a charge of $80,000 will show as pending on your OneAccount to expedite your action on your identification verification
 

 
**Special notice to students who have received a PATRIOT Act notice from Higher One**

Higher One has contacted some students to verify their identification information.  The process is in accordance with the US PATRIOT Act regulations. 
 
To verify your identity you may visit the Liberty OneCard office just inside the Campus North Student Entrance with a government issued photo ID. The representative will process your information and verify your identity.

1. Birth Certificate
2. Social Security Card
3. A bill or letter of correspondence from Liberty University (i.e. Financial Aid Award letter, upcoming class schedule, tuition and fee bill) with your name and permanent address shown on the document.
    

3.  If you want to fax your documentation to Higher One, PLEASE ENLARGE THE PHOTOCOPY so that the information is completely legible, then fax it to 1-866-309-7443.  (Heading on the page should say Liberty University, your name, and your ID number here at LU)  

For more information please see the website at http://www.higherone.com/patriotact/  

If you have any questions, please contact Higher OneCustomer Service at the number on the back of your card 1-866-545-8663

DeMoss Hall beside the Campus Bookstore
Keyhole Convenience Store
East Campus Club House
Founders Food Court

OneAccount Maximum Daily Withdrawal Limit - $500 using Higher One ATM (fee free)
 or
OneAccount Maximum Daily Withdrawal Limit - $300 using a non-Higher One ATM ($2.00 transaction fee)

To report a problem or outage contact the Liberty OneCard Office 434-582-7771 or cardoffice@liberty.edu