Questions and answers from the moincoins team

Who is moincoins?

Moincoins is a cash back platform created in 2020 by a group of six enthusiasts. We help you shop more sustainably, save and clear your karma. To find out more about moincoins read our “About us” article.

How do I start earning cash back?

First, you have to create a member account with moincoins. Then you can start exploring available brands. Once you find the one you like to shop at, just click the yellow “shop now” button. When the merchant’s website opens in a new tab just regularly complete your purchase. Your cash back should appear in the activity section of the website within the next 2-3 days.

How to get started with moincoins, infographics on how cash back works

Do I need to sign up to use moincoins?

Yes, only registered users can earn cash back at moincoins. But you know what? Sign up is free!

How much can I save with moincoins?

You can save hundreds of dollars per year. Your earnings with moincoins depend on how much you spend on online shopping. Make your every online purchase via moincoins to maximize your savings. We encourage you to book your holidays, choose utility providers and do all everyday shopping through moincoins. Check the freebies section to earn cash back without spending a cent.

How is my cash back calculated?

Cash back is calculated on your net purchase amount, meaning that taxes, fees, shipping, gift-wrapping, discounts or credits and extended warranties are excluded from the calculation. Gift card purchases also do not qualify for cash back. The net amount is multiplied by the percentage of cash back that the merchant is offering to us. The percentage may vary depending on if you are a new or existing customer of the shop, as well as the category that you shop.

How do I contact moincoins support?

At moincoins we aim to help our users in the best way possible. If you cannot find the answer to your question in our FAQs, Terms & Conditions or “How cash back works?”, please scroll down to the bottom section of our website and click “Contact us” in the “Help” column. There you can fill out our contact form. Please give us a couple of days to process your query.

I can't log in to my account. What do I do?

If by any chance you can’t log in to your account, we recommend you to try resetting your password. To request a password reset, please click the dark grey “sign in” button in the top right corner of the page, then a pop-up window will appear. In the pop-up, look for the “forgot your password?” link (right under the “password” field), click there and enter your email address associated with moincoins. You should get a password reset email within a few minutes. Note, this email is valid for one hour only. In the email you’ll have to click the big yellow “reset password” button. It will lead you to the page where you can set your new password.

We recommend saving your new password in the password manager app or taking a note, to make sure you don’t lose access to your cash back account again.

If you didn’t receive a password reset email, please get in touch with us via contact form by providing your registered moincoins email address. Please try to avoid creating a new account at this stage, as it’s highly likely that we will be able to help you with this issue.

How do I file a claim query?

Please use a contact form to file your claim.

How do you know that I made a purchase via your platform?

All cash back sites use affiliate links to validate purchases, and we’re not an exception. Every time when you click the button which redirects you to the shop and make a purchase there, we receive information about your order directly from the merchant. And yeah, if you’re worried about your private data, it’s safe, we only receive information about how much you spent in the store.

My purchase doesn’t appear in the activity list. What do I do?

It may take up to three days for your purchase to appear in the activity list. It’s because not every shop sends us your transaction data in real-time. If your purchase doesn’t appear after that time, please claim a missing cash back via our contact form.

What happens with my cash back when I return my purchase?

We understand that not all items that you buy satisfy your needs. If the shoes are not comfortable or jeans don’t fit, we simply send them back, which is a normal thing to do. When you return your items, your cash back status will change from pending to declined and you won’t be able to pay it out.

Is it safe to shop with the links from your platform?

Yes, your safety is always our top priority. When you click “shop now”, a new tab opens up in your browser where you’re being redirected to the brand’s website. For this process to work correctly we use moincoins tracking link, which passes on your user id and sets a cookie in your browser. This is how we make sure that the cash back is assigned to your account later on. It’s a safe process using ids that do not include any of your personal data.

Why didn’t my purchase track?

No system is perfect, so sometimes it happens that purchases don’t get tracked, e.g. if you visited a shop before and your cookies weren’t cleared, when you have anti-spyware or antivirus protection on your computer that prevents tracking, etc. If you’ve found yourself in the situation when your purchase didn’t track - don’t panic! Give it a couple of days more, sometimes shops take longer to confirm orders. If in the end cash back hasn’t appeared in your user panel, please contact us using our special form. Remember to provide your order details, so we can right away start the verification with the shop. This process may last a little longer, up to 2-3 months, but we’ll do our best to resolve the issue as fast as possible. Bear in mind, you can’t earn cash back at two platforms at the same time, so better shop with the links that offer you a higher cash back.

What are all those numbers in my user panel?

In the middle of your account overview, you see 3 boxes - pending, confirmed and paid. Pending is the total of your cash backs that hasn’t been approved by the shops yet, but has been tracked when you made your purchase. It means that you are still eligible to return the items or cancel your booking. “Confirmed” is the sum of cash backs that was accepted by the shops and is ready to be paid out or donated. In the box “paid” you see the total cashback amount that you paid out before via PayPal, Amazon Gift Card or donation. On the top right corner of the site, you see the sum of your confirmed cash backs that are ready to be withdrawn. In your account overview, you see this number again under your name.

How do I change my password?

To change your password go to the account overview (it’s in the top right corner, where you see the icon or your profile picture). Click on “Settings” and then navigate to the tab “Security”. Here you need to provide your old password and the new password twice. You’ll get a notification on your email confirming that your password was changed. 

You can also link your Google or Facebook accounts to quickly login each time you visit moincoins. If you are changing your password, because an unauthorised person might have access to it, please notify us immediately.

What is the meaning of pending, confirmed and declined in the overview?

Your every purchase goes through an approval process - from pending to paid.

Pending cash back is the one we tracked, but you still have the right to return the items or cancel the purchase. The transaction will remain pending as long as you have the right to send your purchase back. In the travel category, the transactions will remain pending until you actually go on your trip.

Confirmed transactions are verified by the shop and our team. The total you see as confirmed is ready to be withdrawn or donated.

Status declined stands for cash backs that were tracked, but you returned, cancelled or charged back your purchases. Those transactions are not qualified to be paid out. If you have questions about some specific transactions, please reach out to our support (available at the bottom of the site under “Contact us”).

How do I withdraw my cash back?

To withdraw your cash back you should go to your account in the top right corner. You can withdraw your cash back only if the confirmed amount is greater than $5.00. Go to the withdrawal page and choose the option you like: payout to your PayPal account, get an Amazon Gift Card or a donation. It can take up to seven days to process your request. Moincoins support team will send an update to your email address once the payout or donation is finalised.

Is there a minimum withdrawal amount?

Yes, the minimum withdrawal amount at moincoins is $5.00.

How do I confirm my PayPal email at moincoins?

When you choose PayPal as your withdrawal option, we will ask you in the pop-up window to confirm the email address connected to your wallet. It should preferably be the same email address that you use to sign-in to moincoins.

How can I generate an Amazon Gift Card?

To generate an Amazon Gift Card as a way to cash out your earnings, go to “Withdraw” in your account overview. Then choose Amazon Gift Card as the withdrawal option. Within the next seven days, you will receive an eGift Card code to your email address. We can only send you the gift cards for rounded amounts (e.g. $5 or $10). If your account shows $6.47 confirmed cash back you will receive a $5 Amazon Gift Card and $1.47 will remain confirmed on your account. 

Why has my cash back been declined?

The most common reason for the cash back to get declined are returns. If you bought, for example, shoes or clothes and returned them because they didn’t fit, the shop will refuse to pay the cash back. Similar if you booked a vacation or hotel and cancelled it afterwards. Should you have questions about a specific transaction, please reach out to the support team. 

What is the donation option that you offer?

The donation option helps you clear your karma! We are all guilty of overconsumption: buying one-time-use shoes or getting a new mobile phone even though the old one still works fine. Moincoins gives you an option to donate your earned cash back to projects that make a difference to the environment. We support Eden Reforestation Projects, a non-profit organization that fights the soil erosion by planting trees and provides jobs to the poorest of the poor.

How do I donate my cash back to charity?

If you want to donate your cash back, go to your account overview by clicking on your user panel in the top right-hand corner. Then click on the “withdraw” button and choose the donation option. Within a couple of days, your cash back will be transferred to the charity. We will send you a confirmation email once the donation is sent and your cash back status will change from “confirmed” to “donated”.

How do I know that my withdrawal has been processed?

Moincoins team will inform you via email when the withdrawal has been processed. You will receive a note that the amount was sent to your PayPal, an eGift Card code or a confirmation of the donation.

Why should I wait for my cash back to be confirmed?

This is just how cash back works. Yes, we know this is not the best answer, so here is a brief explanation. Imagine you shop at Amazon, there you have 30 days to file a return. No shop is giving free money and you have to wait these 30 days, so Amazon is sure you’re happy with your purchase and you aren’t sending it back. So after this return period is over and you kept your item, we’re invoicing Amazon with your earned cash back amount and waiting for it to land on our account. Once it did, cash back status in your account will change from pending to confirmed and you can withdraw or donate your earnings. We’re sorry this process lasts so long sometimes, but there is not much we can do besides being the fastest possible with everything that depends on us.

What is the eco category?

We care about the environment and we want to encourage our users to do so too. That’s why we created an Eco category - a marketplace where we promote sustainable shopping. Here you can find a selection of eco-friendly shops that are offering organic, ethically produced goods. Yes, sometimes these products are a bit more expensive, but we think that this cost is very little in comparison to how much it costs to fix the damage we’ve already caused to our home - planet Earth. Let’s try to be more responsible in our everyday shopping and support brands that care about nature.

What kind of shops are in the eco category?

We aim to give our users a choice in their everyday shopping, a choice to be sustainable, responsible, a choice to shop, save and clear karma. In our Eco category you can find a selection of eco-friendly and ethical shops that are offering goods designed and produced with the environment in mind.

How do I disconnect my Facebook account from moincoins?

If you wish to disconnect your Facebook account from moincoins, start with adding your email address (if there is none) and changing the password in the settings of your moincoins user account. This is a necessary step that should be completed prior to unlinking, otherwise, you may lose access to your cash back account. If you wish to fully delete your moincoins account, ignore this recommendation.

Once this is done, you can proceed with going to your Facebook profile and navigating through the Settings & Privacy > Settings > to Apps and Websites page. Here find moincoins and on the right side of the table click "View and edit", then a pop-up will appear, where you should scroll down and on the very bottom press the grey button "remove". Facebook will ask you if you're sure you want to proceed with this action, and if you are, then all you need to do is click the blue button "remove" again.

Check out our privacy policy for more information on how we process your personal data.

How do I disconnect my Google account from moincoins?

Need to disconnect your Google account from moincoins but don’t know how to do so? No worries, we’ve got it all explained for you. 

If you sign in with Google each time you use moincoins, there is no password assigned to your account. First of all, create a password to your moincoins user account. For this, you’ll need to log out and use the “forgot your password” function. To find it, click the dark grey “sign in” button in the top right corner of the page and look for the link right under the “password” field. Follow the instructions that appear on your screen to set yourself a password. This is a necessary step you should complete prior to unlinking, otherwise, you may lose access to your cash back account.

To proceed with unlinking: 

  1. Open your Google account or, if necessary, sign in.

  2. Choose “Security” in the left-hand sidebar.

  3. Scroll down to "Signing in to other sites" and click on “Signing in with Google”.

  4. Find the website you want to remove, click on it and then press the blue “remove access” button. 

Ta-daa! Done. 

Check out our privacy policy for more information on how we process your personal data. 

Why do some stores have multiple cash back rates?

You may have noticed that every shop you find at moincoins offers a different cash back rate. Shops choose to have different levels of cash back for many reasons. Some brands define the rate based on the product type, others may also choose to give a higher cash back rate to the new customers. Plus, it’s totally worth checking on the cash back deals during the seasonal sales period - at this time you can often get double or even triple the amount of cash back at some stores.

When it happens that one shop has different cash back rates, we usually indicate this with “up to” X.XX%. Bear in mind that moincoins doesn’t determine cash back rates for different shops, we’re the intermediary that puts together all the best cash back deals for the sake of your comfortable shopping experience.

How do I change my email address?

If you need to change your email address at moincoins, go to the account overview (it’s in the top right corner, where you see the icon or your profile picture). Click there and choose “Settings”. There you have to navigate to the “Security” tab. Here you’ll see a field to put a new email address and confirm the change with your password. Once you do so, you’ll get a notification on your new email address confirming that your email address was updated. 

At moincoins you also have a possibility to link your Google or Facebook accounts to quickly login each time you visit our site. If you are changing your email address, because an unauthorised person might have access to it, please notify us immediately.

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