FAQ

Here are some of the most frequently asked questions. If you don’t find what you’re looking for, feel free to reach out to our Customer Care team at CustomerCareSamoa@digicelpacific.com, call 123 from a Digicel phone, or dial +685 772 0000.

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?

• 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 locally or between MyCash Users integrated within Digicel Pacific markets

• Receive international remittance

• Make payments to Merchants using QR code

• Pay bills – Digicel bills and utility bills

• View your Transaction History Listing of up to 30 Days

• View and download your MyCash Statements

• 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 locations 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

• If you are unsure whether your SIM is registered, please call 123, visit a Digicel store, or speak with a Digicel sales representative to check.

• 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 phone 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 start using the service

If you are a former Digicel Mobile Money user, your MyCash mobile wallet is created automatically for you. Simply download your MyCash app and log in with your registered number and PIN. If your original DMM pin does not work when attempting to log in into MyCash, then follow the steps above to complete your new registration, call our Customer Care on 123 or message us on digital live chat on Ruby or Digicel Samoa 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 app will prompt you to register. To complete your MyCash registration, you will need to visit a Digicel store or speak to a Digicel sales representative who will assist you with activating your wallet

How do I update my MyCash App to the latest version?

To update your MyCash App, go to the Google Play Store (Android) or the App Store (iOS). Search for 'MyCash Digicel Pacific' and tap 'Update'. Once updated, you can log in using your PIN or biometric authentication (fingerprint or face recognition) for enabled devices.

Can I use Biometrics to log in to the MyCash App?

Yes, the MyCash App allows biometric login using fingerprint or face recognition. During registration or update, you will be prompted to enable this feature for added security.

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're a Digicel customer, and you have successfully registered for MyCash and can log in using your Digicel mobile number and secure PIN, you do not need to provide any additional information to use the app.

If you are unable to log in with your mobile number and PIN then further identification or KYC requirements may be needed. Please call 123, visit any Digicel store, or speak to a Digicel sales representative for assistance.  

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 money from a MyCash user through a Wallet/Bank Transfer where available.

• Note for Samoa: Wallet-to-Bank transfer is only supported for NBS accounts linked to a MyCash wallet. This means transfers can only be made to the recipient’s own MyCash-linked NBS bank account, and not to any other bank accounts.

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?

MyCash transfers from one mobile phone to another Mobile phone is free regardless of the amount being sent.

What are Pacific Transfers?

It’s a cross-border Person-to-Person money transfer service between the Digicel Pacific subsidiaries; Fiji, Samoa, Tonga, and Vanuatu, (“Digicel Pacific Markets”) through the MyCash platform, ensuring secure and efficient transfer of funds amongst the markets in compliance with relevant and applicable laws of sender and beneficiary countries.

What countries is Pacific Transfers available in?

Pacific Transfers is currently available in all Pacific markets — Fiji, Samoa, Tonga, and Vanuatu — for receiving money. However, sending money is currently supported only from Samoa, Tonga, and Vanuatu. Digicel Fiji can only receive money at this stage.

Will Pacific Transfers be free?

Refer to the Fees page for more information on Pacific Transfers Fees and Charges

Through Pacific Transfers will I be able to send money to a bank account in another country? Example from MyCash in Samoa to a bank account in Fiji?

This service is only applicable to MyCash-to-MyCash Wallet (Mobile) amongst Fiji, Samoa, Tonga and Vanuatu.

What is Two-Tier KYC?

The Two-Tier KYC process ensures compliance with regulatory requirements by categorizing customers into:

• Tier 1 (T1): Basic registration with limited transaction capabilities.

• Tier 2 (T2): Enhanced verification, allowing higher transaction limits and additional financial services.

How can I upgrade from Tier 1 to Tier 2?

To upgrade to Tier 2, you must provide additional KYC documents, including:

• A valid identification document (passport, driver’s license, or national ID).

• Additional personal details, such as nationality.

What are the benefits of being a Tier 2 customer?

• Higher transaction limits.

• Access to additional financial services.

• Increased security and compliance with regulatory standards.

How do I reset my PIN?

To reset your PIN you will need to contact our Customer Care on 123 or use our live chat via our Digicel Facebook Samoa 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?

Refer to the Terms and Conditions Page for wallet limits. You can visit an authorised MyCash agent or a Digicel store to deposit money in your wallet and use it.

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 authorized 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 authorised 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. 

How can I view my transaction history?

Select 'History' on the home screen. Green icons (+) indicate money received, and red icons (-) indicate money sent. You can also filter transactions by date or keywords such as 'Send' or 'Transfer'. The app stores up to 30 days of transaction history. 

How do I download my MyCash Statements?

From the home screen, go to 'History', then tap the statement icon in the top right corner. Choose your desired date range and submit. Your statement will be sent to the email address in your account settings. An SMS notification will confirm successful delivery. 

How do I update my email address for statements?

Go to 'More' > 'Settings' > 'Change Email'. Enter your preferred email address and verify it using the OTP sent to your inbox. The OTP is valid for 30 seconds. 

What is transactional Scheduling?

Transaction Scheduling is a feature that allows you to plan and automate financial transactions in advance. Instead of manually making a payment or transfer each time, you can set it up once and have the system process it automatically on a chosen future date. 

In which time zones are transaction scheduled?

All transactions are based on Fiji Time Zones. 

Can I set a specific time for my scheduled transaction?

Currently, only a date can be set for scheduling a transaction. All scheduled transactions will automatically run at 00:30 hours Fiji Time. 

What scheduling options are available for transactions?

You can schedule transactions on the following basis: 

• Daily

• Weekly

• Monthly

• Annually

• Custom Date

Can I link my bank account to MyCash Wallet?