top of page

Frequently asked questions

  • How do I reset my password?
    Click the forgot password link on the log-in screen, insert your username and follow the few easy steps to reset it. 😁
  • How old do I need to be to use Toonie?
    📲To use the Toonie App you need to be 18 or older.
  • How do I complete the KYC process?
    If you have not yet completed the KYC during the registration, you can do so by going to the Main Menu, Profile and click the yellow “Complete” button next to “KYC Light”.
  • How do I open my first wallet?
    The first wallet will be opened automatically after registration in the currency of your Country of Residence or County of Incorporation. Subsequently, you can open additional wallets in the Home Page or in the Wallets section.
  • How do I top-up my wallet?
    Choose the wallet you want to top-up from the Home Page or the Wallets section and click “deposit”. 🤓 You can top-up your Toonie wallet with a debit or prepaid card, bank transfer or using PayPal. Alternatively click the “Top-up” icon in the Home Page and choose the wallet you would like to deposit funds in.
  • How do I withdraw funds from my wallet?
    Choose the wallet you want to withdraw from in the Home Page or the Wallets section and click “Withdraw”. Confirm the external account you would like to send the money to and the amount. You can only send funds to an account in your name.
  • How can I send money with Toonie?
    👀You have two ways to pay someone in Toonie: QR Code Go to the Payment section and open the QR Code reader. Allow the other Toonie user to show you their unique QR Code available in the Payments section of the App. Insert the amount and the reason of payment and confirm. Once confirmed, the other user will immediately receive the payment in their Toonie wallet. In-App Go to the Payments section, click Pay, and choose In-App payments. Choose a person from your Toonie contacts and send them the money immediately. If you do not have any contact, you can create them inserting their Toonie ID that is available in the payments page.
  • How do I receive money with Toonie?
    QR Code If you are near someone with the Toonie App, open the Payments page and allow the other user to scan your QR Code and allow them to scan it. The other user will insert the amount and reason for payment and will confirm. Once confirmed, you will immediately receive the payment in your Toonie wallet. In-App Go to the Payments Section, click Request a payment and Select “Request In-App Payment”, choose the contact you would like to request money to, insert details and payment amount and send the request.
  • How can I see the payment requests I have sent?
    🏃Go to the Payments page and tap: “Sent requests”. In here you will find all the payment requests you have sent.
  • How can I cancel a sent payment request?
    Go to the Payments page and tap: “Sent requests” to see the list of all the payment requests you have sent. You will have the option to cancel the payment requests if they have not been accepted yet by the other user. When cancelled, the request will disappear from the other person’s App.
  • How can I see my pending payment requests?
    Go to the Payments page and tap: “My pending requests” to see payment requests other Toonie users have sent you. You will have the option to approve or reject the request. When approved, the funds will be deducted from your wallet.
  • How can I pay for an offer redeemed at the store?
    You can pay via the QR code found on the payments page or with an In-App Payment from wallet to wallet. 😁You are also free to choose your own payment method if desired.
  • How do I invite someone to join Toonie?
    😉Go to Home, and in the top right-hand corner you will find the invite contacts button. You can now invite new users via messaging apps, email, or text message.
  • Is my money safe?
    Yes! 🔒 Your funds are held in a client’s segregated account with a Third-Party provider.
  • How do I redeem an offer?
    Go to Offers in the App, choose All offers and pick the offer you would like to redeem; at the bottom you will find the 'Redeem Offer' button and the QR code will appear for you to show to the Merchant. 🤳🏽Show this QR Code to the Merchant for them to scan it. Once they scan it, the offer will either disappear if it is a One-Off, or you will keep seeing it if you are able to redeem it multiple times.
  • How do I pay for an offer with Toonie?
    After you have successfully redeemed the offer, the Merchant has the option to choose whether you are paying with Toonie or with another payment method. If paying with Toonie, you will receive a payment request from the Merchant with the amount and reason of the payment. You are now able to either accept or reject the payment request.
  • How do I add a payment method?
    Go to Menu accessible from the bottom right of the Home. Click on the Payment method Choose which wallet to link this payment method to Insert your external bank account details and confirm Your payment method is now linked to your wallet. You can top-up or Withdraw funds from this account to/from your Toonie wallet. 💡Please remember that the holder of the external account must be the same person or Merchant that has the account in Toonie.
  • How will I receive notifications from Toonie?
    Toonie will only ever send you official notifications in the Notifications section of the App. To access your notifications: Go to the Menu accessible from the bottom right of the Home. Go to Notifications ✉️We may also contact you via email via support@toonieglobal.com or onboarding@toonieglobal.com
  • How can I contact Toonie if I have a problem?
    In the App, you will find a dedicated channel for support. From the Home page, scroll down to Discover, among the carousel options there is a 'Need help' button, click it and you will immediately be directed to our mailbox.
  • How do I exchange currencies in the App?
    To exchange money: Go to the Exchange from the Menu or Home. You can also find it in the Payments section; Choose the wallet currency you want to send the money from; Choose the wallet currency you wish to send the money to; The App will display the exchange rate, and you can confirm the quotation; Both wallet balances will update instantly.
  • Are there any limits on the amount I can exchange?
    The minimum exchange amount is 10 in each currency and there is a daily limit of 500 on the buying currencies.
  • How much does it cost to exchange money between my wallets?
    Toonie will charge a commission on the Exchange Rate provided by our Regulated Third-Party Provider. Please refer to our Terms & Conditions to see the fees applied.
  • How can I buy cryptocurrency in Toonie?
    You must open a EUR wallet, go to the Exchange section, and select as the buying currency any of the cryptocurrencies available in the App by exchanging from the EUR wallet. Insert the amount you want to purchase, review, accept the quotation, and press confirm. The crypto purchased will be immediately available in your wallet.
  • How do I send and receive crypto?
    Go to Payments in the App To send crypto, press Pay and select the contact Choose the relevant crypto wallet Add the amount, add the reason and press confirm. Your respective crypto wallet balance will update instantly. 💡Please be aware that you cannot currently transfer the crypto to an Exchange or to an external web2 or Web3 wallet.
  • Can I withdraw crypto from my wallet?
    You must use the Exchange to convert the crypto back to your EUR wallet. Once you have the EUR available in the wallet, you can withdraw the money from your EUR wallet with a regular withdrawal.
  • Can I make payments in EXAU Gold?
    Yes. You can send a payment from your EXAU Gold wallet and request a payment from a contact in Toonie to your EXAU Gold wallet. This Token cannot be sent to an Exchange or and external Web2 or Web3.
  • How do I redeem my EXAU Gold token for the physical gold?
    It is possible to redeem the physical gold by visiting your EXAU Gold wallet in the App and pressing the REDEEM button. A relationship manager from Ephelia Capital will email you with further instruction on how to proceed. Please be aware that the redemption of your Gold is only possible in 1 oz units.
  • Can I withdraw the balance from my EXAU Gold wallet?
    No. However, you can use the Currency Exchange in the App to convert the equivalent value of your EXAU Gold to Euros and then withdraw the money from your EUR wallet.
  • How do I find a Merchant that offers an ATM service?
    Go to the Home or Payments and select either ATM withdraw or ATM deposit (you can deposit or withdraw cash). Select your Country, and then a list of participating Merchants will appear. Choose the most convenient option for you and go to the Merchant to complete the transaction.
  • Is there a limit to how much cash I can deposit or withdraw through the Toonie ATM?
    Yes, there is. There is a daily limit of 150 per currency. There is a monthly limit of 500 per currency.
  • I am unable to use the ATM service. Why is this?
    To use the ATM, the Merchant must have completed the KYC, and it should be approved by Toonie. Once the KYC is approved, the Merchant will have to be enabled by Toonie to start offering this service. Further information might be requested before the service can be enabled.
  • What's Toonie?
    Toonie is an App developed to help sports and cultural association activities grow locally totally free of charge. Thanks to a fully integrated system, the Dog Club will be able to promote itself and collect payments from its members for free
  • Toonie is perfect for Dog Clubs
    You can create special promos in seconds from your smartphone. All your associates (and Toonie users) will see it and be able to take advantage of it.
  • But is it really free of charge?
    Yes. Just to be totally transparent: Issue of one or more discount vouchers: Free of charge How many vouchers can I issue: unlimited Toonie's QR POS: Free of charge Receiving payments from Toonie users: Free of charge Sending payment to Toonie Users: Free of charge FOREVER ONLY FOR DOG CLUB MEMBERS
  • Where can I download it?
    From your mobile phone you can download it from Google play or the App store. Download from iPhone by clicking ➡️ on the following link Download from Android by clicking ➡️ on the following link
  • Please give me two examples
    Example 1: I want to promote a course I want to promote a new puppy course. The course starts in July but who registers in May can get a 10% discount. I create a discount voucher. People who have Toonie, both my associates but also people I don't know that are close to my dog club are informed about the promotion. They book the promotion, come to the centre and pay me. Zero Costs Example 2: Receiving payment I decide to use Toonie's QR-POS because it costs me nothing in commission and rental fees. A user shows up who does not have Toonie. I invite him to download it. It will only take him a minute and he will be able to pay me, avoiding cash handling or card commissions. One important thing: payments are in real time without having to wait for a day like the classic POS
  • How do I advertise an offer?
    Log in to your Toonie account from your phone. Go to the "Offers" section of the App, which you can find in the menu at the bottom. Choose "Create offer". Enter the required data (title, description, price, etc.). Confirm the data entered and proceed with the creation. Choose the type of redemption: Multipurpose: The customer may redeem this offer more than once Single use: The customer may redeem this offer only once
  • Can I receive payments for an offer I have purchased on my phone?
    Of course! Toonie is based on immediate and commission-free payment by phone. The procedure for redeeming the offer are as follows: Option 1 - Redeem the offer Scan the QR code provided by the customer Choose any additional offers the customer wishes to redeem. The App will ask you if the customer wishes to pay with Toonie, choose yes! Enter the amount and reason for payment and confirm the request The request will be sent to the customer, they can accept or reject it. The offer will be displayed as redeemed by the customer. The funds will immediately be sent from the customer's wallet to your wallet. Option 2 - Accept a general payment Let the customer Scan your QR code. You can even print out your QR-Code Ask them to pay . You will receive a notification once the payment is done.
  • How quickly do transitions take place and at what cost?
    They are all free of charge and immediate
  • How do I receive money with Toonie?
    QR Code If you are near someone with the Toonie App, open your QR Code reader and scan their QR Code that can be found in the “Payments” page. In-App Go to the Payments Section Select “In-App” Choose the contact you would like to request money to Insert details and amount of the payment and send the request
  • How can I transfer money from Toonie to my Bank Account?
    Simply press the 'Withdraw' button and enter the bank details where you wish to send your balance.
  • How do I invite someone to join Toonie?
    😉Go to Home, and in the top right-hand corner you will find the invite contacts button. You can now invite new users via messaging apps, email, or text message.
  • What is Toonie?
    Toonie is an application for making instant, multi-currency, commission-free payments. Where you can see and buy the different offers you like You can also send or request money with people who own Toonie.
  • How can it be useful to me?
    If you join as a member of Toonie you will be able to see and choose different offers, But it will be an offer that expires in no time! Not only that, you can exchange money via telephone with other Toonie members, such as: pay directly for participation in a sports competition.
  • Where can I download it?
    From your mobile phone you can download it from Google play or the App store. Download from iPhone by clicking ➡️ on the following link Download from Android by clicking ➡️ on the following link
  • How do I open my first wallet?
    If you have not yet completed the KYC steps and have been approved by Toonie, you will need to do so and submit your info and document for approval. If have already passed KYC, you are ready to go! You can open your first wallet from the Home Page or from the Main Menu under Wallets.
  • Can I pay with my phone?
    Of course! Toonie allows you to pay directly from your phone without costs or commissions, instantly.
  • How do I pay for an offer with Toonie?
    After you have successfully redeemed the offer, the Merchant has the option to choose whether you are paying with Toonie or with another payment method. If paying with Toonie, you will receive a payment request from the Merchant with the amount and reason for payment. You are now able to either accept or reject the transaction
  • How can I send money with Toonie?
    You have various ways to pay someone with Toonie: QR Code Go to the payment section where you will see your unique QR Code. Allow the other user to scan this Code with the QR Code reader he has in his Toonie App The other user shall confirm the amount and reason of the payment and request the payment. You can now approve or reject this request – When approved, the funds will be moved from your wallet to the other person’s wallet. In-App Go to the payments section and choose In- App payments Choose a person from your contacts that has Toonie and send them the money immediately (if the person does not have Toonie, you can invite them from the contacts list)
bottom of page