OneCard FAQs

This is a new campus-wide system and we ask for everyone’s patience in the roll out. We will address all concerns as quickly and efficiently as we can.

The basics

1. What is the MRU OneCard?

The MRU OneCard, introduced in 2019, is the official identification card for the Mount Royal University community. As long as you're affiliated with MRU, your OneCard will be your most important piece of ID. Please carry it with you at all times when on campus.

Features:

  • Official Mount Royal University identification
  • OneCard Flex Dollars account card
  • Library card
  • Payment for printing services (library and document services)
  • Access to recreation facilities
  • Access to computer and science labs
  • Access to office space
  • U-Pass for Calgary Transit

Coming soon: vending machines, parking and more!

 

2. Who is eligible for a MRU OneCard?

  • Any registered student at Mount Royal University
  • Current faculty and staff members
  • MRU retirees
  • MRU alumni
  • Anyone sponsored by an MRU department is eligible for an Affiliate card
  • Community members using MRU printing services at the Library

 

3. How do I get my MRU OneCard?

a) NEW Students, Staff and Faculty

Step 1: submit your photo online 

To submit your photo online, you will:
  • Go to mru.ca/photo
  • Click on the "Sign In" button 
  • Choose your mtroyal.ca account 
  • Go to "Profile" at the top of the page
  • Click on "Click to submit a new photo" 
  • Take or upload your photo 
  • Click "Submit for Approval" 
  • Check your MRU email to make sure the photo was approved - this could take up to one (1) business day 
     

 

Photo Guidelines 

The photo must be easily viewed, in focus and recognizable as you or it will be rejected.In order for you to receive your OneCard photo ID, please ensure that your photograph complies by the following guidelines.

 

  • The photo must be a colour, colour photo must show a clear, front view of the student’s full face.
  • The photo must be a portrait, in focus, of only the student (within the last year).
  • Hats, headbands or sunglasses may not be worn in the photo.
  • The student’s eyes must be open and looking directly ahead.
  • Head coverings worn for religious or medical reasons can be worn but must not cover any part of the student’s face. The head covering must not obscure or obstruct a full front view of the applicant’s face, nor can it cast a shadow on the face.
  • Students can smile and or have a neutral facial expression. 

Accommodations for students wearing a face covering

OneCard photos require your full face to be clearly visible in your photo as this university's official method of identification. However, in line with our commitment to equity, diversity and inclusion, we are happy to accommodate community members who wear face coverings (e.g., a veil, niqab or burqa).

Students have the option to request a picture to be taken by a female staff member at the bookstore who will verify the individual's identity and take the photograph in a private setting. Students can choose a photograph that can either show their full face or keep it covered for the OneCard photo ID. If they choose to keep the face covered for the OneCard Photo ID then they must carry an additional piece of government issued photo ID.
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In cases of identification checks such as entry to examinations; entry to laboratories, library etc students and employees would be required to uncover their faces for identification purposes. Arrangements can be made in such cases for the authentication procedures to be conducted by a female staff member in a private setting. 

Please note that we cannot guarantee that female staff would be able to authenticate the photograph submitted online. If you would like to guarantee complete privacy, we suggest that you make arrangements to take your photograph at the bookstore by a female staff member. Additionally, all photographs in the OneCard photo ID are visible to staff members in security services. We are hoping that this information will allow you to make an informed decision on what is best for you. If you have any further questions or require any assistance then please do not hesitate to contact Mount Royal’s Human Rights Advisor Khaula Bhutta at kbhutta@mtroyal.ca or 403.440.6908
 

Step 2: pick up your card and bring ID

Timing:
You can pick up your new OneCard after three (3) business days of uploading your photo online.

Location and hours of pick up:
Usually the pick up location will be at the Campus Store during business hours. Because there will more people picking up the cards at the start of the year, between Tuesday, Aug. 27 and Friday, Sept. 13, you can pick up your OneCard from a temporary location at G100 (inside the East Gate doors on Main Street). The most up to date temporary location hours will be posted on the Campus Store website. 

Identification needed for pick up:
Only you can pick up your OneCard. You will need your MRU identification number and one piece of government-issued photo identification. The following pieces are considered approved government-issued photo ID:

  • Passport
  • Driver's licence
  • Certificate of Indian Status
  • Federal government employee ID
  • Provincial government employee ID
  • Municipal government employee ID

Please ensure the government-issued photo ID is in English so we can identify your name and date of birth. Your name will appear on the card exactly as it appears on the government-issued identification and this must match the MRU administration system (Banner).

The Mount Royal University OneCard is yours alone to use, but it remains the property of the University. It must be shown on request and can be confiscated for misuse. It is not transferable to anyone else. Please do not lend your OneCard to any other person.

 

b) Returning Students

As a returning student, you just need to pick up your new card, bringing with you your old campus card. If you do not have your old campus card, please bring government-issued photo ID.

Location and hours of pick up:
Usually the pick up location will be at the Campus Store during business hours. Because there will more people picking up the cards at the start of the year, between Tuesday, Aug. 27 and Friday, Sept. 13,  you can pick up your OneCard from a temporary location at G100 (inside the East Gate doors on Main Street). The most up to date temporary location hours will be posted on the Campus Store website. 

Identification needed for pick up:
If you are a returning student and have your old Campus Card you do not need to bring government-issued ID. Otherwise, the following pieces are considered approved government issued photo ID:

  • Passport
  • Driver's licence
  • Certificate of Indian Status
  • Federal government employee ID
  • Provincial government employee ID
  • Municipal government employee ID

If you are a new student, please see question 3a above.

 

c) Returning Staff and Faculty

Between Friday, Aug. 9 and Thursday, Aug. 15, and beginning with non-faculty areas, Security staff will visit offices across campus to deliver OneCards to departments’ administrative assistants. You will exchange your old campus card for your new OneCard.

If you have more than one role on campus, you will receive the card in the area of your primary role.

If your area does not have an administrative assistant, Security will arrange for the OneCards to be distributed through another contact person.

If OneCards are not distributed in your office area, please pick up your OneCard at the Security office at West Gate.

Casual employees and contractors will need to have their cards replaced in the temporary OneCard office in G100.

Should you have questions or problems with access, call Security Services at 403.440.6897.

 

4. When can I start using my MRU OneCard?

The OneCards will be usable right away with the same photo and access you had previously. To ensure continuous access and services, old cards will work during the distribution process and will be deactivated when the roll-out of the new OneCard is largely complete.

 

5. Where and how do I use my MRU OneCard?

Your OneCard has a magnetic swipe and is also a contactless (tap) card.

The swipe is used for Cougars Athletics and Recreation access, U-Pass and the MRU Library.

The contactless chip lets you "tap and go" at point-of-sale readers. It debits the funds directly from your OneCard account.

By Sept. 15, University Food Services outlets (excluding Wyckham House) are accepting OneCards. More OneCard outlet locations are coming soon!

 

6. Can holes be punched into the OneCard so they can be hung on lanyards?

No. There is tap technology inside the OneCard that could be damaged either by disconnecting the circuit or allowing elements to get inside the card. Card holders and lanyards are available in the Campus Store.

If you are an employee who already punched a hole into your OneCard, please test the OneCard to see if it works. Even if it does work, it is recommended that in August you get a new OneCard printed at the Campus Store. Campus card holders and lanyards will be available at the employee appreciation event on Aug. 27 and in the Campus Store in coming weeks.

 

7. What do employees who were missed in their area during the initial distribution do?

Either you or the person in your area looking after the OneCard distribution are asked to please type your info into this Google form. Some names have already been forwarded to Security, but please still add them to this link so we know that everyone requiring a OneCard is noted. The Campus Store will be printing these in August, so in the interim please use your campus card. The new cards will be dropped off by Security when they are ready.


8. What do employees do with the old Campus Cards?

If you have already discarded them that is okay, but if you still have them please return to the Campus Store either in person or via campus mail. 


9. The entrances in the area I work have not changed over to OneCard technology so we are still using the campus card. When will we be able to use the OneCards?

By the end of the day, Aug. 14, 2019 the technology on the door(s) in ITS and Central Plant, plus the entrances to A150, A250 and F103, will be switched over. At that time, employees in those areas can use their OneCards and return their campus cards to the contact person coordinating distribution in your area.

 

10. Is my MRU OneCard transferable?

No. Your OneCard is non-transferable and can be used only by you.

If someone else uses your OneCard, it will be confiscated and there may be sanctions. Please refer to the OneCard terms and conditions.

 

11. Does my MRU OneCard expire?

MRU OneCards do not expire if you continue to attend the Mount Royal University as a student, are a faculty/staff member or remain active within our systems such as a retiree or alumni.

Access to many services on campus is tied to your status, such as the U-Pass program. Students must be in full time status with 9 credits registered. This excludes any part time studies, continuing education, ESL, massage therapy or personal trainer, bridge to Canadian nursing etc.

Returning to campus:
If you leave the MRU community but return within one year, your MRU OneCard can be re-activated. Please bring this card with you to the OneCard office for re-activation or a replacement fee of $20 will be charged. If it has been over a year since you've been active at MRU, a new photo will be taken and a replacement OneCard will be issued at no charge.

 

12. I am staff and a student. Can I have two cards?

No, only a single MRU OneCard may be active at a time.

Your OneCard has four designations available for personalization including faculty/staff, student, alumni and affiliates.

At the time your OneCard is issued, you may choose your preferred designation based on eligibility.

If your designation changes, you may change your card designation but you will have to give back your original OneCard. A new card will be issued at no charge.

If you do not return your original OneCard, a $20 replacement fee will be charged.

 

13. Will my student U-Pass work on my staff card?

Yes, if you are both a student and a faculty/staff member, your U-Pass privileges can be assigned to the OneCard printed with your appropriate designation.

 

14. Will I need my OneCard to use the Pcounter in the Library?

Not yet. To ensure printing services are not disrupted, current PCounter stations will remain in place until the end of Sept. Beginning in Oct, all payment at print stations will need to go through OneCard. To load funds on your OneCard, please go to mru.ca/FlexDollars.

 

15. How are the card reader systems changing?

Over time, all of the swipe card readers and key locks on the doors are changing to tap card readers. This transition will happen over the course of the academic year.

 

16. I submitted my photo online. How will I know if it is accepted?

All communications regarding the status of your OneCard will be sent to your MRU email account. You will receive an email verification with information and where to pick-up your card.

If your photo is denied, you will also receive an email notification with instructions.

 

17. What if my photo was not accepted?

You will receive an email that includes the reason the photo was not accepted. You can then submit a new photo, which meets all requirements (see question 3) . The OneCard office will receive an automatic notification if a new photo has been submitted. Once the new photo is reviewed, you will receive email communications verifying the status for that photo.

 

18. Can I change my picture later?

After an uploaded photo is approved, the photo cannot be changed. You may request a new OneCard; however, there is a replacement fee of $20 and this must be done in person at the OneCard office.

 

19. Is my U-Pass active when I pick up my OneCard?

To qualify for the U-Pass program, students must be in full time status with 9 credits registered. For new students, you will need to add your U-Pass in the temporary OneCard Office (G100). For returning students, U-Pass and card pick up will be in the same location. 

 

20. How do I get a replacement MRU OneCard and what do I need to bring with me?

If you lost your MRU OneCard, you will need to go to the MRU OneCard office during business hours and pay a $20 replacement fee for a new card. The OneCard Office accepts cash, debit, Visa, Mastercard as well as the OneCard funds. You will need to bring a piece of valid government-issued photo identification.

 

21. Will the OneCards be functional with P-counters?

OneCard will be the one form of payment at all print stations that utilize a P-counter. 

The Library will retain the cash stations for now, as to avoid any service interruptions that could impact staff, students, faculty, or visitors. The goal is to remove the cash stations by January.

To load funds on your OneCard, go to mru.ca/flexdollars.


22. Will the roll out of OneCard impact my ability to get Library reserves?

The OneCard will not affect students accessing Reserves or other Collection items. There will always be a way for Library Service Desk staff to access student accounts without the OneCard.


23. I am a community member. Will I still be able to print at the Library?

The Library has a OneCard loading station located just outside the printing room. This machine will allow community members the opportunity to purchase reloadable cards for printing.

For the time being, the cash stations will remain in the Library. 

Online and financial questions

24. How do I deposit funds onto my MRU OneCard?

There are several ways to deposit funds onto your OneCard:

  • Online, by logging into your account through your myMRU account or at mru.ca/FlexDollars
  • At the OneCard office in the Campus Store.

 

25. How do I log into the online website?

When you receive your MRU OneCard, you will already have access to your OneCard account using your Mount Royal email and password. You can log on to the website at mru.ca/FlexDollars.

Students/faculty/staff and current cardholders

You'll need your MRU email and password to manage your accounts online and add funds 24/7.

Parents/guardian or friends

In order to gift funds to an account, you will need to enter the card holder's MRU identification number (9 digit) and MRU email (@mtroyal.ca).

 

26. Can I have multiple accounts on my MRU OneCard?

No, you only have one account: OneCard Flex Dollars account

 

27. How can I check my balance?

There are a few ways to check your balance:

  • Online, by logging into your account through myMRU or at mru.ca/FlexDollars
  • At the OneCard office in the Campus Store.

 

28. Does my account become dormant?

Any account that has been dormant for three (3) years will be deemed inactive, and any funds remaining will revert into a holding account. The funds can be re-activated at any time by visiting the OneCard office in person.

 

29. What happens to my previous Pcounter balance?

Your previous balance will still exist on your Pcounter account.  

 

30. What happens to my flex dollars if I leave MRU?

Students

Refunds will only be made if your tenure at MRU ends, such as when you graduate or withdrawing from a program. Upon your email request to the card office, account balances greater than $100 will be refunded within 4 weeks and sent to your address on file. Refunds will only be issued on user account deposits. Your account will then be deactivated by the card office.

Employees

Please turn your card in to the Campus Store or Security. As with a parking pass, any funds you may have on your card will be refunded to you through Payroll.

Lost or stolen cards

31. What do I do if my MRU OneCard is lost, stolen or damaged?

The first and most important thing you should do is freeze your funds right away. This will prevent anyone else from being able to use the funds on it.

You can freeze your OneCard funds online or by visiting the MRU OneCard office. If you find your card, you can reactivate it by taking it to the OneCard office. In the event of a system outage where you are unable to report your card lost or stolen online, please email the OneCard office requesting the card be frozen. Use your preferred email, providing your name and student/employee number. Staff will be able to freeze your card during normal business hours.

If your OneCard is damaged, go to the MRU OneCard office to get a replacement card. A $20 fee applies for all replacement cards. You must bring a piece of valid, government-issued photo identification. Confiscated cards, please refer to section 12 of the cardholder agreement.

 

32. If I lose my MRU OneCard, do I lose the funds I have on it?

Not if you freeze your OneCard before someone had a chance to use your card.

It's important to freeze your OneCard funds as soon as you realize that it has been lost, misplaced or stolen. You are responsible for all transactions made prior to the card being deactivated.

Once your OneCard is frozen, visit the MRU OneCard Office. The funds on your OneCard will be transferred to your new OneCard. A $20 fee applies for all replacement cards.

If you find your OneCard before replacing it, you can bring it to the OneCard Office to be reactivated (unfrozen). Once a new OneCard is created, any other OneCard will become inactive, and cannot be reactivated and should be destroyed.

 

33. If someone uses my MRU OneCard before I deactivate it, can I get credited?

No. Unfortunately, we cannot credit purchases made by someone else.

This is why it's important to take care of your OneCard and freeze it as soon as you notice it missing. The card is your responsibility.

If someone has used your OneCard fraudulently, report it the MRU OneCard office as soon as possible so the incident can be investigated.

 

34. What should I do if I find a MRU OneCard?

Bring it to either the MRU OneCard Office in the Campus Store or drop it off at Campus Security (near the bus loop and Wyckham House).

 

OneCard security

35. What type of technology does the OneCard use?

The MRU OneCard is a MIFARE Classic smart card that communicates via Near Field Communication (NFC). MIFARE is an industry standard technology with millions of cards in circulation around the world. The technology is commonly used for campus card systems, transit, and door access control.

 

36. Do I have Door Access using my OneCard?

All users will have Door Access Control to controlled areas. If you require additional door access, go to the Campus Security (near the bus loop and Wyckham House).

 

37. What information is stored on my OneCard?

The contactless chip of your OneCard stores your MRU ID number, a site ID used to distinguish your card from other institutions, and the issue number of your card. Account balances and funds are not stored on the OneCard, but rather your OneCard can be used to access them from the central OneCard system, similar to a debit card. Additional biographic information such as names, affiliations, and contact information are also not stored on the card.

 

38. Is my OneCard secure and encrypted?

Information stored on the OneCard is encrypted using standard MIFARE Classic encryption. In addition, the data blocks of the contactless chip are encrypted using AES-256 encryption using a separate security key from the one used to encrypt the card itself.

 

39. Can the information on my OneCard be read from a distance or from within my wallet?

The MRU OneCard uses Near Field Communication (NFC) technology which requires another NFC-enabled device to be within 50mm to communicate. The information on the card is encrypted and will only work with MRU's OneCard system for payment.

Card holders should take appropriate measures to safeguard their card and not leave it unattended in an insecure location. They should also be wary of suspicious activities around point of sale systems, just as they are with debit and credit cards.

 

Troubleshooting

40. What do I do if my question wasn't answered in this FAQ?

If you have any other questions about the OneCard, email the MRU OneCard office at campuscard@mtroyal.ca or the University Food Services office at ksakata@mtroyal.ca.

 

41. Where do I go if I have issues with my card?

Go to the ONECard Office in the Campus Store (H100) or email the OneCard office for issues with:

  • The physical card
  • Flex dollars account
  • Payment for printing services
  • U-Pass for Calgary Transit

Go to Security Services (West Gate Entrance) or call 403.440.6897 for issues with:

  • Access to recreation facilities
  • Access to computer and science labs
  • Access to office space

 

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