FAQ


Welcome to the OneUp information hub. If you have a question about anything on the service, you are in the right place!

Q: How do I purchase tokens?

A: You can pay for tokens using your debit card. Visit the ‘funds management section’ to select a token pack that works for you and pay for it using our secure payment gateway providers.

 

Q: How long will it take for purchased tokens to be added to my wallet?

A: Purchased tokens will be available in your wallet as soon as purchase is confirmed. This typically takes under 30 seconds. If you experience any delays, refresh your browser or restart the app.

In the unlikely event you experience a delay and decide to contact Customer Support, please send us details relevant to your account and purchase to allow us assist you with your enquiry promptly.

 

Q: Are tokens transferrable on OneUp?

A: Users cannot send tokens directly. The only way to increase your token haul outside buying is to win wager games against other users.

 

Q: Why does the payment gateway take me out of the app when I am trying to buy tokens?

A: No harm done! The gateway processes the transaction securely and your tokens will be delivered to you on time, every time. We are working hard to ensure that the token purchase process is kept within the app, and this will be completed very soon.

 

Q: How long will it take for proceeds from sale of tokens to be sent to my bank account?

A: After your request to cash out is confirmed, the funds will be available in your designated bank account in under 24 hours.

 

Q: How do I save my progress?

A: You can synchronize your progress on the app and the mobile site by signing in with the same login information on all your devices.

 

Q: If I re-install the game, will I lose my progress or tokens?

A: No, you don’t! As long as you log into the platform with a functional email account or you link your Facebook account to your profile, your progress will be restored when you re-install the app or log into the web platform after a period of absence.


Q: What are the benefits of playing Practice or Friendly mode?

A: Both modes are to enable you test your skills against the game AI, or human opposition without having to stake tokens. Essentially training modes that prepare you for the serious business of winning tokens in Wager Mode.

 

Q: Why do I need to provide my bank information?

A: Your bank information is required for the transfer of funds to you when you decide to cash out tokens in your wallet. Without this, we are unable to send your money to you.