FAQ

The following is a list of questions we hear the most. If you don’t find the answers you need here, please contact our Customer Care at mycash.vanuatu@digicelgroup.com, or calling 123 with a Digicel phone or +678 555 6001.

What is MyCash?

MyCash is a service offered by Digicel that allows customers to receive, store and spend money by just using their Digicel mobile phone. It is safe, secure and convenient.

All you need is a mobile phone with a Digicel SIM, and after a simple registration process, you can easily send and receive money, buy top up shop or make payments – all in the palm of your hand!

MyCash services can be accessed using the MyCash Mobile App for smartphone users or by dialing the USSD Menu *888# for feature phone users.

What services are offered by MyCash?

You are able to use the MyCash service to:

Deposit money into your MyCash wallet
Withdraw money from your MyCash wallet
Top up your Digicel or another Digicel phone
Check the balance of your MyCash wallet
Send and receive money person to person (P2P) between MyCash uses
Receive international remittance
Make payments to Merchants using QR Pay
Pay bills – Digicel bills and utility bills
Locate your nearest agent using the GPS locator

You can also save and hold money securely in your MyCash wallet at no additional fees.

Note: QR payment and Agent location services are only available on the MyCash App.

How do I download the MyCash App?

To download the MyCash Digicel App, please visit:

Google Play Store on your Android smartphone
The App Store on your iOS device

I don’t have a smartphone. Can I still access the MyCash wallet service?

Yes! If you are a Digicel feature phone user, you can still register and use the MyCash service by dialing *888# to get started.

How do I register for my MyCash wallet?

You will require a Digicel SIM in order to register for the app.

Download the MyCash Digicel app from your Google Play store on your Android smartphone or from the App Store on your iOS device
Enter your mobile number and follow the screen's steps
You will then receive a welcome text and temporary PIN (personal identification code)
Log into your MyCash wallet and update your PIN to start using the service

If you have trouble registering for your MyCash wallet, please call our Customer Care on 123 or message us on digital live chat on Ruby or Digicel Vanuatu Facebook Page.

How do I log in to the MyCash App?

To log in to the MyCash App, enter your current registered Digicel phone number and your PIN.
If you do not have an activated MyCash wallet, the application will ask you to register and follow some steps to activate your MyCash wallet.

Do I need to provide any additional information to use the MyCash App?

If you are a Digicel customer, you can just download the MyCash app, sign in with your current Digicel mobile number and PIN, and you will be able to use it.

What happens if I am sending money to a user that does not have a smartphone or does not have MyCash App?

If the recipient is a Digicel user and does not have a smartphone but has access to the USSD menu, he can dial *888# to register his account and then perform similar functions to the MyCash app such as Top Up, Pay Bills, and more.

If he is not a Digicel user, he can still receive and withdraw the money by presenting the SMS notification message to an authorised MyCash Agent or Digicel Store on his phone along with a valid ID.

Does signing up to the MyCash services require any extra charge?

No, there are no charges associated to signing up to the MyCash app. However, additional charges may apply depending on the transactions you are doing.

What is P2P?

P2P refers to “person-to-person” which means sending money from one MyCash wallet to another MyCash wallet. The P2P transaction can be done by only entering the phone number of the person you are sending money to in the MyCash USSD Menu *888#, the MyCash App or by scanning their personal MyCash QR code if you are next to each other.

Will Mobile-to-Mobile (P2P) transfers be free?

Starting November 26, 2020, MyCash transfers from one Mobile phone to another Mobile phone will be free regardless of the amount being sent. However, this will be for limited time only. So, enjoy it during the promotion period.

How do I reset my PIN?

To reset your PIN you will need to contact our Customer Care on live chat via our Digicel Facebook Vanuatu Page or live chat on Ruby. A customer care representative will help you complete the process.

How much money can I hold in my MyCash account?

Your MyCash wallet has the following limits (see below table). You can visit an authorised MyCash agent or a Digicel store to deposit money in your wallet and use it.

	Vanuatu (VUV)
Wallet Limit (Max balance)	500,000
Daily Limit (The total value of transactions a customer can undertake in a day)	500,000
Transaction Limit (the total value in a transaction a customer can send or receive)	100,000

What are the fees for using MyCash?

Please click here for the applicable fees for your MyCash transactions.

Will I have to pay fees if I keep all my money in my MyCash wallet?

No, there are no fees for keeping your money in your MyCash wallet. You can deposit money in your MyCash Wallet at any of the authorised MyCash Agents or Digicel stores, and then send money to other MyCash wallets, pay for items, top up, pay for bills, and much more.

Do I have to pay to deposit the money in my MyCash wallet?

Depositing money in your MyCash wallet is free. You will have to visit an authorized MyCash agent or Digicel store with your phone and provide him with the phone number associated with your MyCash Wallet and a valid ID.

Will I be charged if I withdraw my money from my MyCash wallet?

Yes, a transaction fee will be charged depending on the amount of money you withdraw from your MyCash wallet.

Please click here for the applicable fees for your MyCash transactions.

Is there a charge for paying my bills with MyCash?

Yes, there is a fee to process any bill payment. You will be able to review the fee in your confirmation screen when making the payment via your MyCash wallet or click here to reference our fees and charges.

How can I locate a Digicel MyCash agent with the MyCash App?

When using the MyCash App, tap the “More” option in your main screen. Then, tap on “Agent Locator”, you can enter the name of agent (if you know it) or search by city and the map in your screen will update and display the agent details automatically.

Alternatively, click here to view the latest list of authorised MyCash Agents.

What happens if someone steals my phone?

Your MyCash wallet is linked to your registered phone number, not your mobile handset. You are the only one that can access your wallet using the PIN code thus your MyCash wallet is secure even after losing your phone.

What happens to my MyCash wallet if I change my phone (but not the phone number)?

If you are changing your device, nothing will change in your MyCash wallet. When you have your new device, visit your Google Play or App Store and download the MyCash app. Sign in as normal into your account using your registered phone number and PIN and you will be ready to go.

For feature phone users, you can still access your account by dialing the USSD menu on *888# and authenticating your user details with your registered PIN.

What happens to my MyCash wallet if I change my mobile number?

If you change your mobile number you will need to register your new number for MyCash wallet first. Then if you have both the old and new mobile numbers (sim card), you can send money from the old MyCash account to the new MyCash account.

If you no longer have access to the old mobile number, you can visit a Digicel store and provide your details and ID verification and the transfer of money will need to be arranged by back end staff.

What happens if I send money to the wrong number?

If you send money to a wrong number, please call 123 and we will support you as much as we can by trying to roll back the funds if still available in the wrong number’s wallet.

However, there are many ways you can avoid this situation:

Use the QR code – When sending money to other MyCash App users and they are close to you, ask the person to show you their QR code. They will be able to find this under the “My QR” tab in the main app screen. You will need to tap the “Pay” option on your own device and hover your camera view over the QR code to go ahead with the transfer
Use the contact list – Another secure way for sending money on the MyCash App is to tap on the “Contact” tab located on the right side of the screen. You will be able to go over your contact list and select the correct recipient to send the money. If you send money to that person frequently, you can also see this in your “Recent Transactions” screen and be able to tap on that contact again to facilitate the process again.

What is a QR code?

A QR code or Quick Response code is a barcode that contains information about the user who will perform a transaction. The MyCash QR code will allow you to make payments and/or receive money with the MyCash App simply by scanning the code with your phone.

Where do I find my personal QR code?

You will be able to find your personal QR code in your MyCash App in the tab named “My QR”.

What is the difference with a Merchant’s QR code?

A merchant’s QR code is the QR code you find displayed at a Merchant’s cashier counter for making QR Payments. You will be able to scan the Merchant’s QR code and complete your transaction by selecting “Pay” and scanning the code in your MyCash App; or keying in the Merchant’s displayed mobile number.

Please click here for the latest list of Merchant where you can use MyCash QR Pay.

Will using the QR code result in additional charges?

No, there is no charge associated when using your QR code when paying Merchants.

There is also currently no charge for sending money person-to-person (P2P) using the QR code, however this is for a limited time only therefore enjoy it during the promotion period.

What information does the QR code contain? Is the QR code safe?

The QR code contains personal information such as your phone number to be able to identify your wallet. However, it does not contain the amount of money available in your wallet. They are meant to keep information private and to make transactions faster.