Question 1

How can I access the ONE FINANCE Hub?

Accepted Answer

Go to the ONE eCommerce site and select Finance from the top navigation, or go directly to ONE FINANCE Hub URL https://one-line.com/one-ecom/finance/hub The Hub landing page is open to everyone, you can see all service cards without signing in. Individual services then apply their own access level: eCom login, delegated partner with OTP verification, or no sign-in. See the last FAQ in this list. Supported browsers: Chrome, Edge, Safari, Firefox.

Question 2

How do I register for an eCommerce (eCom) account?

Accepted Answer

Select Sign Up on the ONE eCommerce site and complete the registration form with your company details and ONE customer code. Registration is reviewed and approved by your local ONE office; approval typically takes some days Once approved, you will receive an activation email. Set your password from the link in that email. If your company already has an eCom account, ask your company administrator to add you as a user rather than registering separately, this keeps your customer code entitlements aligned. For help, contact your local ONE customer service office.

Question 3

How do I identify which services require an eCom login, Access Code and OTP verification, or no sign-in?

Accepted Answer

Each service card on the Hub shows an access label so you know before you click. eCom login, services that show data tied to your customer code (Invoice, Dispute, Statement of Account, Payment history). Sign in with your eCom credentials. Access Code and OTP verification, services where you have a specific document reference but no account, e.g. a one-off invoice or receipt download. Enter the reference plus your email; a one-time passcode is sent to verify you. No sign-in, general lookup and informational services. If you sign in with eCom, OTP is not requested again for that session.

Question 4

How do I make a payment?

Accepted Answer

1. Sign in with your eCom account and open the Outstanding Payment card. 2. Select the invoices or BLs you want to settle. You can select multiple items in one transaction. 3. Confirm the payment summary and select your payment channel. 4. Complete the payment on the provider's page. 5. Available channels vary by country. Your market's channels are shown at the selection step.

Question 5

Can I make partial payments?

Accepted Answer

Invoices must be settled in full. The payable amount is fixed at the invoice total and cannot be edited. If you believe the amount is wrong, raise a dispute rather than underpaying, see What if the amount reflected is incorrect? You can choose which invoices to pay in a transaction; you cannot choose to pay part of one invoice.

Question 6

What if the amount reflected is incorrect?

Accepted Answer

Do not proceed with payment. Raise a dispute so the invoice is placed under review. Open the invoice from the Invoice or Dispute card, select Raise Dispute, choose a dispute reason, enter the amount you believe is correct, and attach supporting documents. A dispute case number is generated immediately and the invoice is flagged as disputed. Your local team reviews the case and will either issue a corrected invoice or credit note, or explain why the original charge stands. Disputed invoices remain visible in the Hub throughout, they are not removed while under review.

Question 7

How long does a payment take to update?

Accepted Answer

Online payment channels: the invoice status updates within just a while of the provider confirming the transaction. Bank transfer / offline remittance: allow 1-2 business days for the funds to be received and matched against your account. If a payment does not reflect after this window, contact your local ONE office with the payment reference and the invoice number, do not pay again.

Question 8

Where can I find disputed invoices / BLs?

Accepted Answer

Open the Dispute card. It lists every invoice or BL you have raised a dispute against, under your customer code. Filter by dispute status, date range, invoice number, or BL number. Invoices under dispute are also flagged in the Invoice list, so you can see the status without switching cards. You only see items associated with your own customer code.

Question 9

How do I check a dispute's status?

Accepted Answer

Open the Dispute card and locate the case by dispute case number, invoice number, or BL number. Each case shows its current status, the date it was raised, and the handler's latest response. If a dispute is resolved in your favour, the corrected invoice or credit note appears in your Invoice list.

Question 10

Can I download invoices?

Accepted Answer

Yes. Invoices are downloadable as PDF from the Invoice card, open the invoice and select Download, or tick multiple invoices and download them together. If you have an invoice number but no eCom account, use the OTP path: enter the invoice number and your email, then the passcode sent to you. Charge visibility is scoped to your customer code. If a BL carries charges belonging to another party, those lines are not shown to you.

Question 11

How do I download my Statement of Account (SOA)?

Accepted Answer

Sign in with your eCom account and open the Statement of Account card. Select the customer code and the statement period. Select Download and choose your format, PDF / Excel. The SOA lists open items, paid items, and the outstanding balance for the selected period under that customer code. If you are entitled to more than one customer code, generate a separate statement for each.

Question 12

Can I change the language?

Accepted Answer

Use the language selector in the top navigation bar. Your selection is remembered for future sessions when you are signed in. Note that document content, invoices, statements, receipts, is generated in the language of the issuing office and does not change with the interface language.

Question 13

What is the difference between the legacy ONE Finance / ePayment pages and the ONE FINANCE Hub?

Accepted Answer

The Hub brings ONE Finance and ONE ePayment in a single place, so you no longer move between separate portals to view an invoice, pay it, and download the receipt. Navigation changes from tabs to service cards, each card is a task ("Pay an invoice", "Download a statement"), so you go straight to what you need. Access is clearer: every card states whether it needs an eCom login, OTP, or nothing at all. Charge visibility is scoped to your customer code, so you see your own charges rather than a full document containing other parties' charges. Your existing eCom credentials, customer codes, invoices, and dispute history carry over, nothing needs to be re-registered.

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