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 will need is a mobile phone, and after a simple registration process, you can easily send and receive money, buy top up 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?

 

The following services are offered by MyCash:

 

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?

 

How do I log in to the MyCash App?

 

I already have a Digicel mobile money wallet, do I lose my information when downloading the new MyCash App and signing up?

No, your information is not lost. All your information and money are linked directly to your MyCash wallet. Simply use your registered Digicel number and PIN to log into your MyCash wallet app and you will be able to see your balance and continue using the wallet as normal.

 

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?

 

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 call our Customer Care at 123 from your phone. 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 – the send and receive daily limit is separate)

500,000

Transaction Limit (the total value in a transaction a customer can send or receive)

100,000

 

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.

 

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)?

 

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

 

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:

 

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.

 

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.