Moola FAQ

Everything you want to know and aren’t afraid to ask.

Moola Account Questions

Do I need an account to use Moola?

Yes, you do need to have an account so that we can associate your gift cards and rewards cards with you. Signing up is easy and free. Your personal data is kept confidential and guaranteed to be secure. You can sign up using your email, Facebook or Google accounts.

What if I can’t access the email I used to register for an account?

If you have already uploaded cards to your Moola account that was registered with an email and you can no longer access your email, you can restore access by following the recover email process with your email provider. Each email recovery process is different. Once you can access your email account, you can validate your Moola account again. If you have not yet uploaded all your cards to your account and you used an email to register for moola, just create a new account using a new email address, a phone number, Facebook or Google.

Storing & Viewing Cards

What if the barcode doesn't scan?

No problem! You can enter your barcode manually if it will not scan using the Moola app.

How long does my card stay in the system?

Your card will stay in the system until you delete your card from your Moola account.

Where is my card information stored?

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

What if the balance on my card is different from what Moola is showing?

At times, discrepancies can occur due to technical issues from the point-of-sale terminals. If this occurs, wait a few minutes and refresh your balance in moola. If the problem persists, contact us.

Why is the merchant information not showing up for the card I chose?

Sometimes, there could be a delay in getting the merchant information such as their location, website, phone number and directions into the moola app. Please notify us if this is a situation you are experiencing so we can rectify the issue.

Why is the card detail page not showing the store locations and merchant information?

If the store locations and merchant information not showing up, try refreshing the page or logging out and logging back in.

Why is the most recent card that I added not showing in my gift card page?

If your card is not showing in your gift card page, please refresh the page or log out then log back in to refresh the page.

How do you decide which merchants or cards to add to your list?

We decide on the merchants we add based on customer demand and requests

Using Cards

Why is my barcode not working when I make a purchase at the cashier?

First of all, if your barcode is not working at the POS system, we sincerely apologize. We always strive to be accurate but it is possible that the POS system and the moola app are not synching properly and therefore information is not being communicated to the app. Please contact us so we can help you troubleshoot. If you have the barcode number handy, you can manually enter the code and add the card again.

Why am I asked to show my plastic gift card at the cashier?

It’s possible that some merchants do not have the scanner hardware to be able to scan the card using your phone. They may need the physical card to swipe if they are using other technology or hardware to redeem gift cards.

Why has my balance not updated since I used the gift card?

If your balance is not updating since you used the gift card, there could be a synching issue with the point of sale system. Please try to refresh the card to get a new balance. If this fails, try entering the card manually.

Can you guarantee that all cards scanned to earn points will be accounted for?

We can’t guarantee that every time you scan your rewards card, the points will appear on your statement. This is in the hands of the rewards program provider and the POS system provider to reconcile your account.

Still have questions?

Give us Feedback!

Whether you have a suggestion, complaint or compliment, we’d love to hear from you. Send your feedback.

If you are reporting a problem or bug in Moola, please give us as much detail as possible.