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About Moola

What is Moola?

Moola is a digital wallet that allows you the freedom to buy gift cards electronically without ever having to visit a store. Digitize your plastic cards, track your balance, redeem gift cards for payment, earn rewards points and find the closest store locations where you can use your cards to save money or earn points. Moola is the smartest digital wallet you’ll ever use.

Is Moola supported in my country?

Moola is currently only available in Canada.

Can I access Moola on a website?

You can browse deals and brands on Moola.com, but at this time you can only purchase through the Moola app. Online purchasing is coming soon.

Account Management

Do I need an account to use Moola?

You do not need an account to use Moola, but we recommend that you create one. By creating a registered account, you can access your cards no matter what device you use. Signing up is easy and free, and your personal data is kept confidential and secure.

If you do choose not to create an account, simply click “skip” on the sign up page. In this case, your cards will only be stored locally on your device. If you use another device, you will not be able to access your cards from this unregistered account.

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Can I create an account with Facebook or Google?

Yes, you can sign up using your email, Facebook or Google account.

I have an existing moola account. Can I still use my Facebook or Google account?

Yes, you can link your existing Moola account to your Facebook or Google account.

I signed up using an email but I haven’t received the activation email. What do I do?

Check your spam folder in case we’ve been misplaced.

You can also try using a different email or social login – your Facebook account or Google account would work.

Can I access my account with different devices?

You can access your Moola account on any supported devices as long as you log in to the same email, Facebook or Gmail account.

How do I reset my password?

Just click the “Forgot Password?” link on the Login page in the app. You’ll receive an email with a link to a web page that will allow you to reset your password.

How do I set up my passcode, fingerprint or face recognition?

Go to menu > settings > turn on passcode > enter your new passcode.

You have the option to use 4-digits, 6-digits, or alpha-numeric passcode. Just click on “passcode options” before you enter your new passcode. It’s recommended that you do NOT use a pattern but a sequence of numbers that you can remember. When you re-enter your app, the numbers on the passcode dialpad is randomized.

If your device supports biometrics (fingerprint or face recognition) your device will ask you for permission to enable these features after you set up your passcode.

I forgot my passcode, now what?

That’s alright, it happens to the best of us. You will have 6 attempts to enter your passcode.

iOS users:

After the 6th attempt, you will be logged out. To re-enter your account, simply log in and you will have access to your cards again.

Android users:

After the 6th attempt, you will be locked out. To ensure that you’re you, you will have to uninstall and re-install Moola and log in again.

I changed my phone, how do I set up Moola again?

That’s alright, it happens to the best of us. You will have 6 attempts to enter your passcode.

iOS users:

After the 6th attempt, you will be logged out. To re-enter your account, simply log in and you will have access to your cards again.

Android users:

After the 6th attempt, you will be locked out. To ensure that you’re you, you will have to uninstall and re-install Moola and log in again.

How are my cards saved and protected?

Your cards are saved locally on your phone and backed up to our servers once you’re connected to the internet. All of your data is encrypted and guaranteed to be secure. Check out our Security page to learn more about how we keep your data safe.

Payment Card Verification

What is payment card verification?

Payment card verification is an additional security measure that protects you, and Moola, against fraudulent activity, by ensuring that the payment card you are using is actually yours.

Why am I required to verify my payment card?

We require users to verify payment cards in order to protect against fraudulent activity. Once you complete the verification process, we won’t ask to do so again for future orders.

What is a pre-authorization?

A pre-authorization is a temporary hold that will appear on your online bank statement. Moola uses pre-authorizations to enable payment card verification. We will not withdraw any funds from your account as part of the verification process. For more info see How does Moola payment card verification work?

How can I verify my payment card?

You will be notified by email if you need to verify the payment card you used to make a purchase. You can then choose to self verify your payment card in the Moola app or you can request a phone call from Moola. The quickest and easiest way to verify your payment card is in the Moola app.

How does the Moola payment card verification process work?

Tap the order(s) in the My Orders or My Wallet section of the Moola app to begin the verification process. You can verify your payment card by requesting a small pre-authorization be sent to your payment card. No funds will be drawn from your account, but the pre-authorization will appear as a pending charge in your online banking statement.

By entering the exact amount of the pre-authorization that appears on your banking statement in the Moola app, you will have proven that the card belongs to you. We will then void the pre-authorization. Your payment card will be verified, and you won’t have to verify it again.

How long will it take for the verification charge to appear in bank statement?

The pre-authorization should appear within 1 to 10 minutes. If you don’t see the pre-authorization within this time, you can request a phone call in the Moola app to complete the verification process or contact support.

What happens if I can’t verify my payment card in the Moola app?

We will reach out to you over the phone to ask you a few questions in order to verify your payment card. If we can’t verify the card, the order will be cancelled within a few days.

What happens if I enter the pre-authorization amount incorrectly?

If the pre-authorization amount is entered incorrectly twice for a payment card, we will cancel the order and we won’t allow that card to make future purchases. If you have done this in error, please contact support.

What if the payment card I use is not issued by a Canadian bank?

The pre-authorization amount may appear differently on statements for cards from other countries. On your online statement, there should be a Canadian Dollar (CAD) amount displayed along with converted amount.

Please enter the amount as displayed in Canadian Dollars (CAD). If you are having any difficulty, please request phone verification by tapping the button at the end of the screen where you would enter the amount, or contact support.

Using Cards

What if my barcode doesn’t work when I try to make a purchase?

We try our best to test as many barcodes as we can in order to ensure a pleasant shopping experience. While we always strive to be accurate, it is possible that the POS system may not accept barcodes. Ask the cashier to manually enter the gift card number. If your card still doesn’t work or if the cashier is unable to do so, contact us.

Why might the cashier ask me to show a plastic gift card?

It’s possible that some merchants aren’t able to scan digital cards. They may need the card number or physically swipe the card if they are using other technology or hardware to redeem gift cards.

What if I buy a gift card through Moola and they ask for a card at the cashier?

We have personally vetted all of the merchants available on the Moola marketplace to make sure that gift cards purchased electronically on the Moola app will be accepted.

How can I retrieve the balance of my gift card?

We provide you with a website link to get the balance of your gift card. The balance is generated from the merchant’s website. Unfortunately, we don’t have control over the information that is displayed on the merchant’s gift card website. We recommend that you update your balance manually in the “Balance” field every time you use your card.

Do I need to be connected to the internet to use Moola?

Nope, Moola is available for use offline. This makes shopping with Moola easy and pain-free.

Storing Cards

How long does my card stay in the system?

Your card will stay in the system until you delete it.

Where is my card information stored?

Your card information is stored in our local servers in Canada and in your device so you can easily access and use it.

Why isn’t my barcode scanning on the app?

It could just be that your barcode and the barcode we have in the system is not matching. If your barcode isn’t scanning properly in the Moola app, you can always enter it manually.

Why is the barcode scanning a different number from the number printed on the card?

Some barcodes may have a prefix or suffix to help their POS determine the correct card. You can take a picture of the back of your card using Moola’s card details page to ensure your cashier gets the correct card number.

Is my plastic gift card still valid after I add it to the Moola wallet?

Yes. You can choose to use either your plastic gift card or your digital gift card once you add it to your Moola wallet.

Buying Cards

What forms of payment are accepted?

We currently accept Visa, Mastercard, Discover, American Express, and Apple Pay.

How is my card information protected?

We take protecting your information very seriously. That’s why everything is encrypted using AES encryption and secured to our databases.

Are there purchase limits for the amount of gift cards I can buy?

Yes, each deal will have it’s own limits on how many can be purchased in a 7 day period.

There is also a $2,000 purchase limit per user per month.

Are gift cards refundable?

Unfortunately gift cards are not refundable at this time. If you’ve had a problem with your gift card, feel free to contact us.

Where does my gift card appear after I buy it?

Your card will automatically appear in your Moola wallet.

What if my electronic gift card doesn’t work?

If you’re electronic gift card isn’t working, please contact us.

What retailers do you support?

Check out our merchants page to browse the list of merchants currently available in the marketplace.

Can I buy gift cards on the Moola website?

Not right now, but you may be able to in the near future.

Are gift cards reloadable?

You won’t be able to reload a gift card at this time. You will need to delete the card and purchase another one through the Moola marketplace.

How long does it take for a gift card to appear in Moola?

Depending on the kind of card purchased, it can take up to 10 minutes for a gift card to appear in your Moola wallet. It will appear as processing until the card is ready to be used.

What if I buy a gift card and it doesn’t show up?

If you’ve received a purchase receipt via email but still don’t see your card, try closing and reopening the app.

If that doesn’t work, check the status in “my orders”. If the order says “delivered” but you still don’t see your card, contact our support team.

How do I check the balance of the gift cards I purchase through Moola?

Click on the “Check your balance” tab on the page of the gift card you would like to know the balance for. You will then be redirected to the merchant’s website where you can check the balance of your gift card.

Do deals in the Moola marketplace expire?

While gift cards themselves don’t expire, deals for purchase in the marketplace are only available for a limited time. Grab them before they’re gone!

What happens if the app freezes and a transaction is incomplete?

Try closing the app and reopening it. You can then check “my orders” to see the status of of your transaction. If you see the order and it says “processing”, then your order went through and is being fulfilled!

If you don’t see your order, then your payment method wasn’t charged and you will need to buy the deal again.

What if my payment method isn’t working?

If your payment method isn’t working, try a different method if you can. Still having troubles? Contact us.

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