FAQs

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.

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.

If I live in Lister Centre, can I use my meal plan for photocopying and printing?
No. Your meal plan funds are only available for purchases at meal plan locations. Your ONEcard Cash account is used for ONEcard transactions such as photocopying and printing, bookstore purchases, and vending machine purchases. You can make a deposit to your ONEcard Cash account at numerous locations on campus, including the Lister Front Desk. Answers to other meal plan questions can be found here.

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 print terminal is unable to access your account to determine if you have enough money to print/photocopy your document. Because the ONEcard Office feels that it would be an inconvenience if people were unable to print/photocopy during these "down times", we have allowed for this "offline balance".

Which computer labs have ONEcard printing?
For a list of computer labs, visit the labs page of the Computing Network Services website (http://www.ualberta.ca/CNS/labs/).

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 more on ONEcard network infrastructure and staffing costs 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.

What if I have general computing problems in one of the labs?
Call the AICT Help Desk at 492-9400 for AICT labs. If you are having problems with a PAC station, report it to the Library Service Desk.

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 will automatically carry over to the next year. If you are leaving the University you can continue to use your ONEcard for financial transactions indefinitely, or you may request a refund of your ONEcard Cash balance in person at the ONEcard office. Please note that refunds on accounts will be made only where the debit function of your ONEcard is cancelled or rendered inactive by the ONEcard office. Reactivation of your ONEcard account will be allowed only after the card replacement fee is paid (currently $20).

If you have left the University and your ONEcard has no activity for a period of two years it will be automatically deactivated by the University and any balance of funds shall become the property of the University.

Meal Plan funds have their own terms and conditions. Please visit the Residence Services site for more information about Meal Plan Funds.

Can I withdraw money from my ONEcard account? 
Cash withdrawals are not allowed. Refunds on accounts will be made only where the debit function of your ONEcard is cancelled or rendered inactive by the ONEcard office. Reactivation of debit function will be allowed only after the replacement fee is paid in full.

Does my ONEcard cost anything?
The cost of your first ONEcard is covered by the ONEcard Office. If you need to exchange your ONEcard or upgrade to a proximity card there is a fee of $15. Lost cards replacements are available at a cost of $20 per card.

Why do I have to pay for replacement cards?
The ONEcard office 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. The cost of your first ONEcard is covered by the ONEcard Office.

My ONEcard says it expires this year - what do I do?
ONEcard Cash funds and access do not expire as long as you are remain a current student/staff, however, in order to maintain the integrity of the photo ID we print a 5-year Card Replacement Date (formerly Expiry Date) on the back of each ONEcard. If you are still eligible for a ONEcard, we will replace it for no charge after the date has passed. Therefore, if you are a student and your ONEcard replacement date is April 2012, you can get a new ONEcard starting in May 2012 -- provided you are registered in Spring/Summer or Fall 2012 Terms. Staff members can get a new card provided they have a current and active employment record.

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 the Equipment Room in the VVC (approximately $15.00 per month).