FAQ

You have specific questions on our product? By all means, browse through our list of Frequently Asked Questions. It will no doubt contain most of the answers you could be looking for. If you still have questions, simply complete the short form in the Contact tab or send us an e-mail at info@moneycell.com. Enjoy.

• What is DH International Ltd?

  DH International is a Canadian company specialized in the development and marketing of innovative solutions in the field of money transfer and payment via mobile devices and the web. A team of managers and IT developers join their efforts for the launch of MoneyCell’s pilot project at a Québec’s top School of applied engineering, ÉTS.

• What is MoneyCell?

  MoneyCell is the first independent E-Wallet. 100% Canadian, the MoneyCell solution allows the user to reinvent his wallet by merging his physical wallet and mobile phone. Therefore, the user no longer needs to carry his cards, cash and loose change along. Slowly but surely, everything his real wallet contains will be transferred into the MoneyCell system. Whether he wishes to pay for goods at a merchant store, transfer money to someone he knows, receive mobile coupons, benefit from a loyalty program and much more, the user will be able to perform all those actions through one simple, quick and secure application.

• Why MoneyCell at the ÉTS?

  Engineering students always seek new challenges, solutions and innovation. That’s why MoneyCell thought that they would be best suited to test our system of payment via mobile phone. We know that only after being put to the test by a demanding and keen audience such as the ÉTS students will this technology be ready for the outside market. We also know that, by your feedback, many of you will contribute to the evolution of our system, and enable the rest of the population to enjoy it.

• What are the benefits of MoneyCell?

  For students;

  1. Shorter queues thanks to MoneyCell’s rapid solution
  2. No longer need to drag loose change in their pockets (students are more and more cashless)
  3. No minimum amount to make a transaction with MoneyCell (the smallest transaction accepted is $0.01!)
  4. Possibility to benefit from discounts and loyalty programs in real time
  5. Innovative product that answers their needs

  For merchants;

  1. Offer a faster service and increase customers satisfaction
  2. Offer a personalized loyalty program
  3. Offer targeted mobile coupons
  4. Interact easily and quickly with their clientele
  5. Benefit from a very competitive transactional fee

• Why must I open an account to take advantage of MoneyCell?

  Students must open an account in order to take full advantage of the MoneyCell benefits. In addition, the MoneyCell account will let DH International validate the personal information provided by the student, such as bank account, e-mail address, and so on.

• How old must I be to use MoneyCell?

  You must be at least 18 years old to use MoneyCell.

• Where can I register?

  Go to the www.moneycell.com website and click on “open an account”.

• Where is MoneyCell accepted?

  You can use MoneyCell to pay at the following points of sale: Coop ÉTS bookstore, Bar 100 génies Resto-Bar, www.Claki.com, Dépanneur Ingénium convenience store, Cafétéria Chartwells food court, Presse Café ÉTS coffee shop, Amir Restaurant and Tim Hortons.

• Does MoneyCell work with prepaid phones?

  Yes. MoneyCell does work with prepaid phones.

• Does MoneyCell work with all mobile devices?

  Yes. MoneyCell is compatible with all types of mobile devices. From your mobile browser, enter the following URL address to access MoneyCell’s mobile app: http://m.moneycell.com.

• Does MoneyCell provide security provisions or measures against fraud?

  We put enormous focus on the issue of fraudulent use of online services. As such, we have made significant investments in automated systems in order to monitor and detect any laundering activities. Our anti-laundering program is based on the Proceeds of Crime (Money Laundering) and Terrorist Financing Act (S.C. 2000, c. 17), subject to the control of the Financial Transactions and Reports Analysis Center of Canada (FINTRAC). Moreover, our Risk and Compliance operations are conducted by vCamlo Inc. & Williams McGuire Inc., who have deep domain expertise managing money laundering risk with several Financial Institutions across Canada.

• What is your policy on data security?

  All data collected by DH International during this pilot project, from registration to the termination of the account, is the sole propriety of DH International and will only be used for the pilot project. It will therefore allow us to better understand the students’ behaviours and patterns related to the use of a mobile device for transferring funds to a friend or paying a merchant.

• Are there any fees associated with the use of my MoneyCell account?

  The service is absolutely free for users.

• Can I have more than one MoneyCell account?

  For the duration of the pilot project, users can only have one single MoneyCell account.

• What types of bank accounts can I link to my MoneyCell account?

  You can link any and all of your active bank accounts, such as chequing or savings accounts.

• What is a pre-authorized debit (PAD) authorization form?

  By accepting the PAD conditions when adding your bank account information, you confirm to your financial institution that you authorize DH International to transfer funds from your bank account for the sole purpose of loading your MoneyCell account. You will have to enter the amount you wish to transfer and to validate the electronic funds transfer (EFT) request before the sum is deposited within 24 to 48 hours in your MoneyCell account. This signed document is essential!

• How many bank accounts can I link to my MoneyCell account?

  There are no limits, so you can have as many bank accounts linked to your MoneyCell account as you wish.

• Can I link my MoneyCell account to a banking account from any financial institution (bank, credit union, etc.)?

  Yes, as long as Canadian authorities regulate this financial institution.

• How can I do my online banking (e.g. view my balance, pay bills, or transfer funds)?

  Go to the www.moneycell.com website and enter your personal IDs to log in the secured zone. You will then be able to view on line the same information as you would with the MoneyCell mobile app.

• Where can I get a NFC tag?

  The NFC tag will be sent to you by mail to the address associated to your MoneyCell account.

• How do I activate the NFC tag received by mail?

  The NFC tag activation will occur when paying for the first time with MoneyCell at any of our participating merchants. At this moment, your PIN will be required, regardless of the transaction amount. Your identity will then be confirmed and you’ll be ready to benefit from all that MoneyCell has to offer.

• My NFC tag is damaged: how can I get a new one?

  Call us at 514-557-8001 and ask our customer service agent for a replacement tag. A new NFC tag will be sent to you by mail to the address entered when you registered to MoneyCell.

• What is the MoneyCell mobile app?

  Designed for your mobile device, the MoneyCell app lets you: track your expenses, view your account balance, access your transactions history, receive transaction confirmations and send money to another person. To access, enter http://m.moneycell.com in your mobile browser.

• How do I access the MoneyCell mobile app?

  For those who own a smartphone, you can access the MoneyCell mobile app for free by entering http://m.moneycell.com in your mobile browser. To prevent from doing this action everytime you wish to connect, save the MoneyCell icon on your home screen.

• How do I access my account with the MoneyCell mobile app?

  Enter http://m.moneycell.com in your mobile browser.  Once on the connection page, enter your access codes (username and password).

• I’m having trouble to access the app. Why is that?

  It could be due to poor reception with your mobile phone, insufficient memory or problems on your mobile service provider’s end.

• Does the MoneyCell app use my Internet usage minutes?

  The MoneyCell mobile app only uses up data on your plan. In terms of usage, a mobile app uses less data than streaming videos (e.g. YouTube).

  When connected to a Wi-Fi network, you will not be billed for the data used.

• Will my account be automatically shut down if I don’t use it for a certain time?

  No. Your account will remain open until you ask MoneyCell to close it.

• What is a mobile web browser?

  A mobile web browser is just like a conventional browser such as Firefox or Safari, but streamlined for the web. Also, certain web pages are stripped-down and optimized to offer a better user experience.

  Access your account from your mobile web browser by entering http://m.moneycell.com. Please note that you will need a Wi-Fi connection in order to surf with your iPod Touch.

• Where can I find support for my MoneyCell account?

  Call us at 514-557-8001. A customer service agent will assist you.

• What should I do if my mobile device is lost or stolen?

  Inform us as soon as possible so that we can block your account as a precaution. You can let us know by calling 514-557-8001.

• How will I know if I have been a victim of fraud?

  If you notice any unusual activity on your MoneyCell account, let us know us as soon as possible by calling 514-557-8001.

• How can I dispute charges on my MoneyCell account?

  If you have doubts about a transaction or money transfer and you are sure you didn’t make it, please let us know as soon as possible by calling 514-557-8001.

• What is the difference between a dispute and a refund?

  The difference between a dispute and a refund is simple: a dispute implies a withdrawal from your MoneyCell account that you deem not having done yourself. A refund concerns a purchase that you made at a point of sale and that you wish to return. The dispute process is settled with MoneyCell, while the refund must be dealt with the merchant.

• Where and how can I get a refund for a purchase I have made?

  Go to the merchant where you bought the item and ask for a refund. Make sure to bring the item as well as the related receipt that the merchant gave you when you made the purchase. The merchant will then grant you or not a refund, depending on its merchandise return policy.

• How can I cancel a payment?

  For the pilot project, you will not be able to complete such an operation. However, you can submit your request by calling 514-557-8001.

  The reason is simple: a MoneyCell payment is instantaneous.

• What is a PIN?

  A PIN is a Personal Identification Number, i.e. a security code made up of 4 or more characters that users must enter to confirm they are the person making a transaction of $15 and more.

  This PIN, which is unique to its user, is a secret code that users must never disclose under any circumstance. Users can change their PIN at any time and at any rate. To do so, simply go to your “Profile” page of the secured zone. You will be e-mailed a temporary PIN. The next time you log in, you will be asked to provide a new PIN. DH International will never have any knowledge of the PIN you have entered; you must therefore save it.

• Why must I enter a PIN for purchases of $15 and more?

  As a precaution, we have set to $15 the limit of purchases that do not require confirmation via a PIN. We have deemed it to be a fair maximum amount over which instances of fraud or theft are easily traceable. In that sense, we find that purchases of $15 or more require consumers to be more mindful, and that is why it is important for users to enter their PIN to confirm these transactions.

• I forgot my PIN. What should I do now?

  Access your “Profile” page on the secured zone of the www.moneycell.com. Alongside the PIN field is a Forgot my NIP link. Click on it and a new PIN will be e-mailed to you. For security purposes, you will be required to change it the next time you log in.

• What is a username?

  A username is a code that users choose and that lets them access (along with a password) both the MoneyCell mobile app and the secured zone of the www.moneycell.com website. The username can be any combination of letters and numbers, such as the mobile phone number, an e-mail address, etc. It is entirely up to you.

• What is a password?

  A password is a secret code that users choose that lets them access (along with a username) both the MoneyCell mobile app and the secured zone of the www.moneycell.com website.

• I forgot my password required to access the MoneyCell website and the mobile app. What should I do now?

  Go to the login page on the www.moneycell.com website and click the I forgot my password link. You will automatically be e-mailed a new password. For security purposes, we strongly urge you modify it the next time you log in.

• I forgot my username required to access the MoneyCell website and the mobile app. What should I do now?

  Call us at 514-557-8001. A customer service agent will assist you.

• When and how can I get technical assistance?

  Simply call 514-557-8001. An IT technician is on hand to help you.

• Do I have to keep a minimum balance in my MoneyCell account?

  No. No minimum balance is required in your MoneyCell account. However, remember that reloading your account can take 24 to 48 business hours.

• Is there a maximum amount that I can spend?

  You can spend up to $999 per day and up to $2,999 per month. This limit includes both peer-to-peer money transfers and purchases. As such, the total of all these transactions combined cannot exceed the daily limit of $999 or the monthly limit of $2,999 (only if your bank and MoneyCell accounts are linked).

  Otherwise, your limits are decreased to $150 daily and $1,500 monthly.

• How long does it take for the transaction to be withdrawn from my MoneyCell account?

  This operation is done instantly between your MoneyCell account and the merchant’s point-of-sale (POS) terminal.

• How can I reload my MoneyCell account?

  Once your registration is completed, you can transfer funds from any of the bank accounts you have added to your profile, by way of an electronic funds transfer (or EFT), to your MoneyCell account. To do so, simply access the Wallet page, either on the mobile app or on the MoneyCell.com website secured zone. There, you will enter the amount you wish to transfer and click on the Reload button. Your account will be reloaded in the next 24 to 48 business hours.

  Please note that the name appearing next to your bank account EFT will not be MoneyCell but DH International (or DHI), depending on the financial institutions you do business with. As MoneyCell is DH International’s core product, it is perfectly normal for the name DH International or DHI to appear under an EFT.

• Is there a maximum amount per electronic funds transfer (EFT)?

  The amount of money deposited in your MoneyCell is topped of at $999 daily and $2,999 monthly if your bank and MoneyCell accounts are linked. Otherwise, your limits are of $150 daily and $1,500 monthly.

• How can I withdraw money from my MoneyCell account?

  To withdraw money from your MoneyCell account, you will need to do a conversion to your bank account. To do so, simply access your Wallet page, either on the mobile app or on the MoneyCell.com website secured zone. There, you will enter the amount you wish to convert and click on the Convert button. This conversion will be completed in the next 24 to 48 business hours.

  Please note that the name appearing next to your bank account EFT will not be MoneyCell but DH International (or DHI), depending on the financial institution you do business with. As MoneyCell is DH International’s core product, it is perfectly normal for the name DH International or DHI to appear under an EFT.

• How do I add/confirm my bank account in my MoneyCell wallet?

  Log on MoneyCell’s secured zone and access your “Wallet”.  Click on “Add a bank account” and fill up the following mandatory fields: bank account number, transit and branch numbers and name of financial institution. Do not forget to accept the PAD form in order to finalize your request!

  MoneyCell will then deposit two (2) small amounts into your bank account. A reminder e-mail inviting you to view your bank account will be sent to you within 24 to 48 hours.

  Mark down these 2 amounts and enter them in your MoneyCell wallet. MoneyCell will then confirm if these 2 amounts match the ones deposited earlier. If so, your account status will change from “Pending” to “Confirmed”.

• How long does it take to transfer funds from my bank account to my MoneyCell account?

  An electronic funds transfer from a bank account to a MoneyCell account takes between 24 and 48 business hours. This mandatory period ensures that the funds transferred to the MoneyCell account from the bank account are indeed available.

  Please note that the name appearing next to your bank account EFT will not be MoneyCell but DH International (or DHI), depending on the financial institution you do business with. As MoneyCell is DH International’s core product, it is perfectly normal for the name DH International or DHI to appear under an EFT.

• Why must I validate my bank account?

  It is essential to validate your bank account (via two small deposits), simply because the funds will be drawn from that account.

• Are there penalties for transferring funds to my MoneyCell account from a bank account with insufficient funds?

  Yes. If you attempt to load your MoneyCell account from a bank account that does not contain the adequate funds, not only will your transfer be refused, but your MoneyCell account will also be blocked until you pay the $35 fees your financial institution will charge you should this happen.

• What happens if I don't link my bank account to MoneyCell?

  If the link between your bank account and MoneyCell is not activated, you will not be able to load your MoneyCell account and benefit from everything the product has to offer. (Your account status will be qualified as ‘’Not confirmed’’).

  Nonetheless you are still able to pay at participating merchants with the money that your friends and family transferred you. Consequently, your daily and monthly limits will be decreased.

• How can I change the bank account linked to my MoneyCell account?

  Go to the “Wallet” section in the secured zone of the MoneyCell.com website where you can modify, change, delete and add bank accounts.

• How can I delete the MoneyCell icon or shortcut on my smartphone?

  The icon or shortcut can be deleted the same way you usually do on your smartphone. For iPhones, keep your finger pressed on the app icon for a few seconds and click on the “X” when it appears. If you use a BlackBerry, several methods can be used.

• If I delete MoneyCell from my phone, do I lose everything?

  No. The account and information are hosted on MoneyCell’s secured servers.

• How can I change my address?

  You can change your current address in your “Profile” on the secured zone of the MoneyCell.com website.

• Can I change my mobile phone number?

  Absolutely. You can change your mobile phone number. Just don’t forget to modify it under “Profile”.

• Where can I cancel my registration?

  Please call us at 514-557-8001 and inform us of your wish to cancel your registration. The money in your MoneyCell account will be transferred back to your bank account via an electronic funds transfer (EFT).

• Who can I send money to?

  You can send money to friends and family. If the person you’re sending money to is a MoneyCell member, he/she will receive the money instantly. Otherwise, he/she will receive an e-mail inviting them to register to MoneyCell within the next 30 days to get their money. Should he/she not register, the amount you have originally sent them will be automatically returned to your MoneyCell account.

• How do I transfer money?

  You must make sure to load your MoneyCell account and not to have exceeded the daily or monthly limit before transferring money to another person. When this is done, use the Transfer feature and follow the directions given.

• How long does it take to transfer money to a friend with my MoneyCell account?

  The transfer is done immediately if the receiver is a MoneyCell member. Otherwise, he/she will receive an e-mail inviting them to register to MoneyCell within the next 30 days to get their money. Should he/she not register, the amount you have originally sent them will be automatically returned to your MoneyCell account.

• Can I transfer funds to someone who has not yet registered to MoneyCell?

  Yes! You can send money to someone who has not yet registered to MoneyCell. He/she will receive an e-mail inviting them to register to MoneyCell within the next 30 days to get their money. Should he/she not register, the amount you have originally sent them will be automatically returned to your MoneyCell account.

• What is the maximum account I can transfer from my MoneyCell account?

  You can send as much as $999 per day, and up to $2,999 each month only if your MoneyCell and bank accounts are linked. This maximum amount includes both money transfers and payments for purchases. As such, the total of both types of transactions cannot exceed $999 per day or $2,999 per month. If the linked isn’t activated, your limits are decreased to $150 per day and up to $1,500 each month.

• Can I cancel a funds transfer that I have already done?

  Please call us at 514-557-8001. Please remember that, as transfers with MoneyCell are done instantly, cancelling is not so simple once the funds have been transferred to another bank account.

• How do I know if I have been sent money?

  Each time you open your mobile app, it displays your account balance and most recent transactions. You can also view this information on the www.moneycell.com secured site, under the “History” section. You will also receive an e-mail if you have checked it as an option in your preferences.

• What is the maximum amount I can transfer daily?

  You can transfer up to $999 per day only if your MoneyCell account is linked to your bank account. If not, the maximum amount allowed is $150 per day.

• What is the maximum amount I can transfer at once?

  There is no maximum amount that you can send at once. However, this transfer must not exceed the maximum amount allowed, which is $999 per day up to $2,999 each month in the case your MoneyCell account is linked to your bank account. If not, the maximum amount allowed is $150 per day up to $1,500 each month.

• Can I refuse a money transfer sent by another user?

  As for the pilot project, this feature will not be available. However, it will be once MoneyCell is commercially deployed.

• How can I use the coupons in my MoneyCell wallet?

  Available coupons will be stored in your MoneyCell account ‟Coupons” section. They will be automatically used when you’ll pay the merchant who issued the coupon with MoneyCell. Needless to print the coupon, to remember to bring it… The coupon will be applicable at the same time as the transaction and in respect to the terms and conditions indicated.
  * To manage your coupons manually, uncheck the option ‟Automatically use my coupons when applicable” from your account preferences. In that case, you will then have to select the coupon you wish to use before doing the transaction. Please note that this option is only available for smartphones.

• What is sponsoring?

  The sponsoring program has been implemented to encourage you to spread the word on MoneyCell and… why not to benefit from a thank you money prize? To do so, visit your MoneyCell account ‟Sponsoring” section on your mobile or on the web and enter the e-mail addresses of the people you’d like to approach. You can visualize the message that they’ll receive from your behalf. Once your friends subscribe and make their first payment, you’ll receive the amount of money specified when sending the request in your MoneyCell account. The person you sponsored will receive on her end a MoneyCell cash prize. So, spread the word because everyone wins!
  * The amounts are subject to change without notice.

• In my MoneyCell wallet, what does ‟Discounts accumulated” mean?

  When visiting specific merchant stores, you’ll automatically receive a MoneyCell cash back amount (i.e. Discounts representing a percentage of your transaction) in your MoneyCell account. This incentive used by merchants is to increase customers’ loyalty and invite them to come again.
  The Discounts accumulated amount represents the amount you benefited from at different merchant stores since you became a MoneyCell member.