CEO Blog
Moldcell

FAQ

  1. How can I check my account status and my bonuses?

    Dial *444#ok for checking basic account and *444*1#ok for additional information (active packs and bonuses, refilling your account, Exchange of loyalty points, etc.).

  2. What do I do, when I have neither the money on my account, nor the possibility to refill and I need to call?

    Moldcell has prepared for you 2 solutions to deal with such situations. First, you can always use the Call me service that supposes sending a free SMS message to a Moldcell number with the request to be called back. To use this service, dial *111*7xxxxxxx#ok

    The second solution is to take a loan from Moldcell or from a friend in Moldcell network, from 10 to 100 lei depending on your tariff plan, through Împrumut service.

    And the third solution available for Abonament Moldcell is to activate the Credit option service that allows you to talk even if your account is 0 Lei.

  3. Why I cannot make calls?

    Reasons why you cannot make any calls:
    • You have activated Call barring. To cancel, dial #330*0000#ok
    • You have activated Fixed Dial, i.e. you can call only the numbers entered in the Phonebook. To cancel, enter PIN 2 in the Access option
    • For Cartela Moldcell users – 90 days have passed from the last refill of your account. You should buy a new scratch card and refill the account
    • For Abonament Moldcell Subscribers - your balance is not sufficient. You should refill your account (by means of money card or by bank payment)
    • If you use Abonament Moldcell – your account can be negative. Refill your account (using scratch cards, bank payment or electronic payments)

  4. Why I cannot receive any calls?

    Check if it is not the case:
    • You have the Voice mail or the Call forwarding service activated. For deactivation, dial ##002#ok
    • The number calling you is included in the phone’s “black list”

  5. Why I cannot send an SMS message?

    Please check if:
    • The number of the Service center is entered correctly: + 37379499011
    • Message type is set as TEXT or STANDARD

    If the mobile phone you have is Sony Ericsson check: main menu – parameters - connectivity – data connections – SMS Access – CS or GSM. 

    The recipient's number is dialed correctly and in the proper format:

    • For Moldcell subscriber number format will be: 7xxxxxxx
    • For other national GSM subscriber format will be: 6xxxxxxx
    • For subscribers of GSM operators with which Moldcell has a roaming agreement number format will be: + [country code] [network code] [GSM number]

    The reason that your message is not received can be:

    • The memory of the recipient's mobile telephone is full. In order to receive new messages, it is necessary to delete or save (a part of) the previous ones.
    • The recipient is not a subscriber of an operator with which Moldcell has a Roaming agreement.

  6. How can I activate Internet service and receive GPRS/MMS/TV Streaming settings?

    In order to receive GPRS/MMS/TV Streaming settings and activate the Internet service, you need to dial *222*3# and to follow the menu instructions. Also, you can contact our technical support, dialing 433 Monday through Friday, from 09:00 till 20:00 and Sunday through Saturday, from 09:00 till 18:00. For modem/notebook setting, dial 433 and besides technical support working hours at 444.

  7. Can I send MMS messages abroad?

    Sending MMS messages abroad is possible only to subscribers whose mobile operator is a Moldcell MMS partner. Terms of usage:
    • Before using “International MMS” service, GPRS/MMS service needs to be activated.
    • To send international MMS, dial the number in the following format: 00 (or+) [country code] [operator’s code] [destination’s number].
    • Before sending an International MMS, please make sure that the recipient’s operator is included in Moldcell MMS partners list. For details, click here.
    • Sending and receiving international MMS in roaming is performed in conditions of Roaming MMS. For details, click here.

    The tariff for sending an international MMS is 5.50 lei, VAT inclusive.

  8. How can I activate Voice mail service?

    To activate/deactivate Voice mail service, enter the following code.

    Switch to Voice mail when you cannot answer the call:

      • Activation: *222*3*3*2#ok
      • Deactivation: *222*3*3*2#ok

    Switch to Voice mail when you are out of coverage area or your phone is disconnected:

      • Activation: **62* 9494#ok
      • Deactivation: ##62#ok

    Switch to Voice Mail when the line is busy:

      • Activation: *222*3*3*1#ok or **67*9494#ok 
      • Deactivation: ##67#ok

    Switch to Voice Mail in all cases:

      • Activation: *222*3*3*4#ok or **21*9494#ok
      • Deactivation: ##21#ok

    To cancel all changes, enter ##002#OK.

  9. How can I use the Restriction of your phone number service (restriction of phone number identification)?

    CLIR service offers the restriction of your phone number. When you will make a call, the recipient would not see your mobile number. In order to activate the CLIR service, please enter the phone menu – settings – calls – sending identification – no.

    SOCLIR service offers the optional restriction of your phone number. Activation of this service is similar to the activation of CLIR service. For SOCLIR usage you should dial the recipient’s number in the following format: #31#7xxxxxxx or #31#6xxxxxxx.

    It is unavailable for International calls. CLIP/SOCLIR services are available only for Moldcell subscribers with contract.

  10. How can I use my Moldcell number and line abroad?

    You can use your mobile phone abroad by activating the Roaming service. This service allows you to travel all around the world and use your mobile phone in any country with which Moldcell has concluded Roaming agreements. What should you do?

    Get informed:

    • Call to Moldcell Call Center (444/ 444 444) or address to any Moldcell Center.
    • Ask whether Moldcell has Roaming agreements with local operators.
    • Get information about the standard (GSM 900, 1800, 1900, 3G, etc.) used in the country you want to visit for mobile communication and make sure your mobile supports this standard.
    • Get information about calls prices and other services available in Roaming.

    Pay attention to the charging method (per half minute, per minute) and currency in which charging is made (EURO, USD or local currency).

    Get connected:

    • Fill in the special Roaming request form at any Moldcell Center or dial *222*3*2# from your mobile;
    • Pay the following necessary advance payment for Roaming services for Abonament Moldcell – more than 300 MDL

    Important:
    The GSM line of a Cartelă Moldcell subscriber should be in active period. At the moment of service activation the account should contain at least 50 lei.

    Activate the service:

    • When you’ve reached the country of your destination you can either make the manual network selection on your mobile phone menu or
    • Switch your mobile off and then switch it on for automatic network selection.

    When you come back to Moldova deactivate Roaming service:

    • Apply to any Moldcell Center with a written request for Roaming service suspension or dial *222*3*2# from your mobile.

  11. How can I conclude a contract for Cartelă Moldcell?

    You can conclude a contract for Cartelă Moldcell at any Moldcell Center/Shop, by providing the SIM card, PIN/PUK codes and a valid identity card or driving licence. The contract is concluded free of charge. In case you have no information about PIN/PUK codes of your line, you will give information about your number in use, e.g.: the current balance, the date and the sum of the last refill, the preferred numbers (if any) etc. 

    In case your information coincides with the system data you will be able to conclude the contract with Moldcell. In order to conclude the contract you should apply to any Moldcell Center/Shop with all the necessary documents.

    Note: If you intend to conclude the contract with further churn to Abonament Moldcell you will have to pay just the connection fee equal to 30 MDL (VAT inclusive).

  12. May I churn to Abonament Moldcell from Cartelă Moldcell keeping the same GSM number?

    Yes. In order to do that you should conclude the contract for your Cartelă Moldcell.To find out how you can conclude the contract for your Cartelă Moldcell package, please, follow the instructions described in the answers to the question 11.

    In case you conclude a contract for Cartelă just for the reason of further churn to Abonament Moldcell, the contract is concluded free of charge and you will have to pay:

    • Abonament Moldcell connection fee – 30 MDL (VAT inclusive)
    • Monthly fee and an advance amount on your account in order to be able to make calls.

    When you churn from Cartelă Moldcell to Abonament Moldcell, a new contract should be concluded. You will receive a new SIM card with NEW PIN and PUK codes, and for the same GSM number you had in for Cartelă Moldcell. In order to conclude the contract you should present all necessary documents and the payment order.

  13. Where can I refill my account and pay my bills for GSM services?

    Account refilling and GSM bills can be paid:
    • Online, in this case your money will reach your account within maximum 5 minutes. Online payment can be done at  Victoriabank, EuroCreditBank, Mobiasbank, Moldindconbank, Fincombank, Energbank, Banca Comerciala Romana, Unibank and Banca de Economii.
    • At other banks the money will reach the account within 2 bank days
    • By means of electronic payments terminals
    • By scratch cards

  14. How long an Abonament Moldcell subscriber can receive calls in case when the balance reaches 0 MDL?

    Incoming calls will be blocked after 30 days. Outgoing calls are blocked when the balance reaches 0 MDL.

  15. I did not talk with the recipient, but my account was charged. Why?

    You could be charged if any of the following situations:
    • You have called a subscriber who has activated the Voice Mail
    • The recipient's telephone set operates in the tone mode, emitting a signal equivalent to answering the phone (number identifier, etc)
    • The recipient's PSTN supports CLIP service
    • You made a call through IP-telephony, this way you are charged starting with the first tone.

  16. What do I do in case my mobile phone is lost or stolen?

    In order to protect your money from being spent call 444/ 44-44-44 with a line barring request. In order to close your line, please, be ready to mention the following data listed in your contract:

    For individuals:

    • GSM number
    • Name, surname
    • Date of birth
    • Address (if mentioned)
    • Your ID number
    • Your password

    For legal entities:

    • GSM number
    • Company name
    • Number of the registration certificate and date
    • Address
    • Fiscal code
    • Bank details
    • Your password

    After the data you provided are verified, your line will be barred for 24 hours. During 24 hours after your call to 444/ 444 444 you should apply to any Moldcell Center or Shop with a written request for line barring containing the reason (stolen/lost), date and your signature. You need to attach the copy of your ID to this request. For legal entities the request should be written on the company’s letterhead and contain the Director’s signature and company stamp.

    You can apply to any Moldcell Center, Shop or send your request by fax to the number: 20-62-62.

    In order to keep the same GSM number:

    • Apply to any Moldcell Center or Shop and pay the SIM replacement charge;
    • Address any Moldcell representative, present all your documents and payment order.

    You will receive a new SIM card with NEW PIN and PUK codes, and your GSM number will remain the same.

    In case you haven’t applied to Moldcell with a written request within 24 hours from the moment of your call - your line will be reactivated and all services used from that moment will have to be paid for by the official owner of the line.

    Important: This service is available only for subscribers who concluded the contract with Moldcell.

  17. How can I replace a damaged SIM card with a new one?

    In order to replace a damaged SIM card you have to:
    • Apply to any Moldcell Center or Shop and pay the SIM replacement charge – 30 MDL (VAT inclusive) for all tariff plans;
    • Present all your documents and payment order.

    After you have completed you will receive a new SIM card with NEW PIN and PUK codes with your GSM number.

    Note: SIM replacement should also be done in the following situations:

    • PUK code blocked
    • Mobile phone stolen/ lost
    • Churn from Cartelă Moldcell to Abonament Moldcell
    • Misusage.

  18. Can a person be a Moldcell subscriber if he/she is not a citizen of the Republic of Moldova, or is under the age of 18 (minor)?

    If a foreign citizen wishes to become a Moldcell subscriber, he/she needs to register at the Ministry of Internal Affairs first and presents any of the following documents:
    • Residence permit or
    • National Passport with visa (valid) or
    • National passport with “residence permit”,
    • Diplomatic passport.

    Persons under 18 can use Moldcell packages, if the contract is signed by a tutor or/and a legal representative (parent).

  19. How can I find out who called me while my phone was disconnectedor out of coverage area?

    With “missed calls notification” service, you will always be informed about calls you missed or failed to receive. In case your phone was disconnected or you were out of coverage, “missed calls notification” gives you needed information about calls you failed to receive/answer via SMS. As soon as you will be reachable, you will receive an SMS with the numbers that called you, date and time of call. The message includes up to 8 latest missed calls. The Service and the received SMS messages are free of charge and activated to all Moldcell clients.