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Frequently Asked Questions
With over 200 shops, services and restaurants available on Moola, you're sure to find something you love!
Frequently Asked Questions
Moola FAQ 1
Moola FAQ 2
With over 200 shops, services and restaurants available on Moola, you're sure to find something you love!

About Moola

What is Moola?

Moola is an app that allows you to save money while you shop and store gift cards in a digital wallet. There are over 200+ shops and services available in the Moola marketplace including Indigo, Wayfair, Saks Fifth Avenue, DoorDash, Walmart, and many more.
 
Moola’s secure wallet ensures your gift cards are safe and available to use wherever you are. You can also digitize your plastic loyalty or gift cards, track your balance, send gift cards to others, and find the closest store locations to score a hot deal near you.  

Where can I use Moola?

Moola is currently only available in Canada.  

Can I access the Moola app on your website?

Moola is available as iOS or Android mobile app.  

What kind of deals can I get on Moola?

Moola offers a broad variety of deals from 2% up to 15% off with over 200+ of Canada’s favorite shops and services.

I have an idea for an improvement for Moola. Who can I contact? 

We are happy to receive your feedback. Please send us an email at marketing@moola.com and we’ll be in touch! 

Account Management

How can I sign up for a Moola account?

It is free and easy to sign up for a Moola account. You can sign up using your email, Facebook, or Google account. If you prefer, you can use Moola without an account as a guest or anonymously.

Why should I create an account on Moola?

Moola app accounts are designed to make sure you can take advantage of all the app features and security measures. While you do not need an account to use Moola, we recommend that you create an account to keep your Moola Wallet safe and secure, especially across multiple devices.

When you choose to use Moola anonymously, your cards will only be stored locally on that device.  So, if you use another device or uninstall Moola, you will not be able to access your cards from this unregistered account. By registering an account, you can access your cards no matter what device you use. 

You can also be the first to find out about special deals, new shops and services, special events, and more by registering an account.

Can I use Moola anonymously or without creating an account?

You can use Moola anonymously. However, you’ll need to register an account to make sure you can access your Moola account from a different device. This offers you great security as if you damage, replace, or lose your phone, you’ll be able to retrieve your cards.

How is my card information protected?

Security of your information is important to us. As a result, Moola leverages iOS / Android security features including session management and biometric access controls to protect your Moola account and gift cards. In addition, Moola users can protect their accounts with a password.

Orders on Moola are processed by our payment partner Moneris, one of Canada’s leading online credit card processors. Moneris also stores all credit card information, which does not ever touch Moola infrastructure.

How can I add or change my credit card details to Moola?

You can add or change credit cards from your Moola account by navigating to any Checkout page and pressing on the current credit card located under the “Choose Payment Method” header.

From this page, you can press “Add New Card”. Simply enter the new credit card info and press “Done” in the top right corner. Your card is then safely and securely stored by Moneris, Moola’s payment provider.

How can I remove credit card details from Moola?

To remove a card from your Moola account, navigate to any Checkout page and tap on the current credit card under the section titled “Choose Payment Method”. From this screen, swipe left on the credit card you want to remove and press on the red “Delete” tab.

Where is my account information stored?

Moola account information is stored securely in our cloud servers. Your credit card information never touches our servers and is stored securely with our payment processor, Moneris.

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

Yes, you can link your existing Moola account to your Facebook or Google account. For more information on how to do this, please contact our Customer Support team via support@moola.com

I signed up for a Moola account using email, but I haven’t yet received an activation email. What do I do?

Thanks for signing up! Activation emails should be received within 5-10 minutes of account activation. Most customers receive these almost instantaneously. So, firstly check your spam folder in case your activation email might have been captured there. If you’re still having trouble, please contact our Customer Support team via support@moola.com

Can I access my Moola account on different devices?

If you registered your account, then you can access your Moola App account on any supported devices if you log in to the same email, Facebook, or Gmail account.

How do I register for an account?

Registering your Moola account is easy. All you need to do is:

  1. Tap on the person in the menu bar at the bottom of the screen
  2. Follow the prompts

Once you make your first purchase, you’ll also be prompted to register your 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 can I protect my Moola account using a passcode, or biometrics like my fingerprint or face recognition?

To Turn on a Passcode:

Open your Moola app and go to Menu > Settings > Turn On Passcode > enter your new passcode.

You have the option to use 4-digits, 6-digits, or alphanumeric 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 dial pad are randomized.

To Use Biometrics:

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 Moola passcode! What do I do?

You will have 6 attempts to enter your passcode. After this time, you’ll be logged out. If you still can’t remember, you have the option of resetting the password.

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. For the security of your account, you will have to uninstall and re-install Moola and log in again.

I got a new phone, how do I set up Moola again?

If you have registered your account, you can use a new phone to access your Moola account.

If your app isn’t automatically recovered in setting up your new phone, go to the App Store or Google play store and download the app again. enter the login info you used previously (email, Facebook, or Google account) and your password.

Using Cards

I’m out shopping and trying to make a purchase in-store, but the barcode isn’t scanning. Can you help?

All eGift cards you purchase from Moola are genuine and purchased from the brands directly. 

Redemption issues are rare and generally don’t occur however, if you are having problems, try one of these three simple solutions: 

  1. Move your phone back from the scanner. Sometimes, being too close can create problems 
  1. Turn up the brightness of your phone screen 
  1. Where the merchant has no scanning facility so they might need to manual input the code 

If there is an issue with the barcode scanning, ask the cashier if they can input the code manually. If you continue to experience problems in redeeming your gift cards, please contact us via email at support@moola.com and we will help as soon as possible.  

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

All eGift cards you purchase from Moola are genuine and purchased from the brands directly.

As a result, redemption issues are rare and occur where the cashier at the retailer you’re shopping at isn’t familiar with gift card processing procedures. Please ask to speak to a manager to help with redemption. If you continue to experience problems in redeeming your gift cards, please contact us via email at support@moola.com and we will help as soon as possible.

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

If you’ve purchased a card through the Moola marketplace, you wouldn’t encounter this issue. This issue could arise if you’ve scanned and stored physical gift cards in your Moola wallet. This is because some merchants aren’t able to scan digital cards.

They may need to confirm the card number or physically swipe the card if they are using other technology or hardware to redeem gift cards. As a result, it is a good idea to always keep any physical gift card you’ve stored in the Moola wallet in a safe place.

Do I need to be connected to the internet to redeem a gift card stored in Moola?

You do not need to be connected to the internet to redeem an eGift card using Moola as it is available for use offline. This makes keeping to your budget easy with Moola no matter where you are.

Why is the barcode scanning a different number in-store from the number shown on your gift card?

Some barcodes may have a prefix or suffix to help a merchant’s POS determine the correct card. You might encounter this problem when you’ve uploaded a physical gift card to Moola. To ensure there are no redemption problems, we recommend that you photograph the back of your card using Moola’s Card Details page to ensure you’re able to give the cashier the correct card number.

Storing Cards

How can I check how much money is left on my eGift card?

Checking your balance is easy in the Moola app!

To check & update your card balance:

  1. Click on the egift card within your Moola wallet.
  2. If the merchant offers support for balance checks, you’ll be able to see a Check Balance prompt in the top right-hand corner of the Card tab. Tap on the Check Balance link
  3. You’ll be taken directly to the Merchant’s check balance screen
  4. Copy the Card & PIN codes using the “Copy” button into the relevant fields. The merchant will display the remaining card balance
  5. Update your card balance by entering it into the “Balance” field underneath the Card No & PIN No fields.

We recommend that you update your balance manually in the “Balance” field every time you use your card.

How can I update the balance on my card?

We recommend that you update your balance after each time you use your card. To do this:

  1. Tap on the card within your Moola wallet
  2. Tap on the purple “Edit” button on the right of the screen
  3. Update the “Balance’ section by subtracting what you just spent
  4. Tap “Update Card”

From the “Edit” screen, you can also do fun things like changing the cover for your card so it will display differently in your wallet, adding notes to help you remember what you spent your card on, and more.

How long does my card stay in the app?

If you have an account with Moola, your gift cards will stay in the system until you delete it. However, if you do not have an account and use Moola anonymously, your gift cards are stored locally on your phone. 

How can I upload a physical gift or loyalty card to my Moola wallet?

Uploading your physical gift card to your Moola Wallet is simple. To upload a physical gift card to your Moola Wallet: 

  1. Tap on the Wallet icon in the bottom menu bar to open your Wallet 
  1. Tap on the ‘+’ sign at the top right of the screen 
  1. Search for merchant you need. You can do this by using the search bar to type in the brand name, navigating by using the alphabetical list on the right of the screen, or by scrolling through the list of brands. If you can’t find your card, you can tap at the top of the screen just underneath the search bar to manually add it 
  1. Follow the prompts. For manual entry of plastic cards that you already have in your possession, you can add the card by entering the merchant name and take a photo of the front and back of the card  
  1. If you have manually entered your plastic card (digitalized) into Moola, ensure to keep your plastic card in a safe place in case that particular merchant requires the physical card. 

I uploaded a physical gift card to my Moola Wallet, will it still be valid?

Your physical gift card is still valid once you add it to the Moola Wallet so we recommend that you keep the gift card somewhere safe, just in case. You can choose to use either your plastic gift card or your digital gift card once you add it to your Moola Wallet in the ways specified by the merchant.

How are my cards saved and protected?

If you register for a Moola account, we provide additional features to ensure your cards are protected and your wallet is secure. For further information, check out our Security page to learn more about how we keep your data safe.

If you are using Moola anonymously, your cards are protected by our standard security measures. However, this means the data associated with your cards are saved locally on your phone and means that if you lose or replace your device, your account information will not be able to be retrieved. For this reason, we highly recommend you register for an account.

Buying Cards

What forms of payment does Moola accept?

We accept credit cards including Visa, Mastercard, Discover and American Express. We also accept Google Pay, ApplePay and Bitcoin.

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

Most of our deals do not have purchasing limits, however, some special hot deals may have limits which is clearly shown when you check out. There is also a $3,000 purchasing limit each week.

Are gift cards refundable?

Gift cards are not refundable.

Where does my gift card appear after I buy it?

Once your order has been processed, your new eGift cards will appear in your secure Moola wallet automatically.

What if I have problems with my eGift card?

If you need help using Moola for any reason at all, please contact our Customer Service team.

Can I buy gift cards on the Moola website, rather than the app?

No, not at this time. Gift cards are only available via the Moola app.  

Are gift cards reloadable?

Unfortunately, our eGift cards can’t be reloaded at this time but luckily they aren’t made of non-renewable plastic like traditional gift cards! 

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

90% of Moola customers have their gift cards delivered within 2 minutes to their Moola Wallet. However, sometimes it can take longer for a gift card to appear in your Moola Wallet depending on the size of your order.  

While we are working on fulfilling your order, the cards will appear greyed out and the word ‘processing’ will be displayed across the card. When it’s ready to use, it will show in full color in your Moola Wallet. 

Do deals in the Moola marketplace expire?

Moola gift cards never expire and are ready to use in your secure digital wallet anytime.

What if I buy a gift card and it doesn’t show up in the Moola Wallet?

Firstly, check your email for a purchase receipt. Sometimes this email might be delivered to your spam folder. If your order has been successful, you will receive a purchase receipt to your registered email address.

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

If you can’t find the email, check the status in “My Orders”. If the order says “delivered” but you still don’t see your card, please contact our Customer Support team who will be happy to assist you.

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

Try closing the app and reopening it. On reopening, you can then check “My Orders” which can be accessed via the menu on the left-hand side of the screen. Here, you’ll be able to see the status of your transaction. If your order says “Processing”, then the transaction went through and will be fulfilled.

If you don’t see your order in this list, then the order didn’t go through, and your payment method wasn’t charged. As a result, you’ll be free 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.

How can I favorite a merchant?

Favoriting a shop or service on Moola is easy and helps you organize your marketplace your way.

The easiest way to favorite a merchant is to follow the prompts after you make a purchase. Alternatively, if you tap on shop or service you’ll see a little heart at the top right-hand side of the screen. Tapping on that heart will favorite that merchant.

What retailers can I buy on Moola?

Moola offers a wide range of merchants from groceries to gas and home furnishings to travel. Find a complete listing of the 200+ shops and services on the Moola app.

Where can I see the total savings I’ve made with Moola?

When you open the Moola app, tap on your account tab from the bottom menu. When the menu opens, you’ll see the total amount of money you’ve saved using Moola since you opened an account.

How can I find a shop or service in the marketplace?

There are two ways to search the Moola marketplace: Using the search bar or scrolling through the marketplace to the relevant category.

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