Unless it’s future-dated, you can’t change or cancel a local transfer once you’ve pressed confirm. Please double check that you have the right recipient and transfer amount before you confirm a transfer.
Mox is a new virtual bank in Hong Kong backed by Standard Chartered, in partnership with HKT, PCCW and Trip.com. We are the combined power of a well-trusted international banking group, the city’s telecom and lifestyle leader as well as Asia’s largest online travel agency.
Launching in 2020, the bank aims to deliver a suite of retail financial services as well as lifestyle benefits all in one place, growing your money, your world and your possibilities.
*Mox is a licensed bank in Hong Kong under the name of Mox Bank Limited, a subsidiary of Standard Chartered Bank (Hong Kong) Limited.
Mox Bank Limited, a limited liability company incorporated in the Hong Kong Special Administrative Region of the People's Republic of China ("Hong Kong") (Company Number: 2732997) whose registered office is at 32/F, 4-4A Des Voeux Road Central, Hong Kong and principal place of business is at 39/F, Oxford House, Taikoo Place, 979 King’s Road, Quarry Bay, Hong Kong.
Our brand name Mox was selected from more than 2,000 names, after a series of research listening to our potential customers. It reflects the endless opportunities we can create – Mobile eXperience; Money eXperience; Money X (multiplier), eXponential growth, eXploration… it’s all up for us to define, together.
Our Mox logo and our visual design are inspired by the round shape of a Hong Kong dollar coin, which is also a nod to our roots. We take pride in being one of Hong Kong’s newest virtual banks, complementing Standard Chartered’s heritage of being Hong Kong’s oldest note-issuing bank with over 160 years of experience in serving the community.
The digital version of your Mox Card will be available and ready to use for online payments as soon as you have created your Mox account. Delivery of the physical Mox Card will take 1-3 working days after you have created your Mox account. The status of your Mox Card's delivery will be shown in the app.
Good question. Mox operates exclusively on your mobile. There are no branches, no queues, no fixed opening hours. Mox is a clever collaboration between Standard Chartered, HKT, PCCW and Trip.com. Mox aims to deliver a suite of retail financial services as well as lifestyle benefits all in one place, growing your money, your world and your possibilities.
If the details you provided were incorrect but we processed your instruction correctly, such transaction is still a valid one and we cannot retrieve the transferred funds. However, we will try to help where we can. Get in touch with our Customer Care Team via the Mox app.
Being trusted with your money is a big responsibility – and one we don’t take lightly. The security of your account and personal information is very important to us. Data ethics is core to everyone at Mox. For details, please refer to Security at Mox.
Yes, absolutely. Mox is supervised by the Hong Kong Monetary Authority. Your deposits in your accounts with a term equal to or less than 5 years are protected by the Deposit Protection Scheme in Hong Kong up to HKD 500,000 (deposits in separate accounts for the same depositor at Mox will be combined for calculating the protected deposit amount).
As a responsible bank, we must know our customers, which is why we need to collect the information. Your data will be processed in accordance to PICS which is provided under Hong Kong’s Personal Data (Privacy) Ordinance and Code of Practice on Consumer Credit Data.
For purchases made from your Mox account, money will not be transferred back to your account until the dispute case is successfully completed. If the dispute case result is unsuccessful, a handling fee of HKD150 will be charged.
Instantly! You’ll receive instant push notifications after each account and card transaction, so you always know what’s been spent, where and when. You don’t need to wait a few days to see a transaction, or until the end of a billing period to see all your transactions.
Mox will notify you whenever a transaction (POS or online ecommerce) is made with your Mox Card. This feature cannot be turned off. Notifications are designed to help protect your money by ensuring the card is not being misused, and help you manage your finances by letting you know what you have spent from your account.
“Add money” is using electronic direct debit authorisation (eDDA) from FPS to transfer money from another bank to Mox. Some banks would issue confirmation to the customer through SMS notification or mail.
When you buy something, you may get a percentage of the amount that it costs paid back to you. We call this ‘CashBack’ – and it’s available on all eligible transactions. Mox’s CashBack is in Hong Kong dollars, paid directly into your account. No points and no conversion required, just cash that you can spend straight away!
You will be notified instantly when a transaction is eligible for CashBack. This notification will state the amount or percentage (e.g. 1% or 5%) of CashBack you’ll receive.
For some transactions the pre-authorised amount may differ from the final amount charged – in that case we will initially notify you of the eligible CashBack percentage only.
The final CashBack amount will be credited into your Mox Account only once the transaction status becomes “complete” and the transaction has been confirmed to be eligible for CashBack.
It usually takes 2-3 days for merchants to complete a transaction, although some merchants can take up to a month. It’s possible that a transaction eventually gets classified as ineligible for CashBack by Mastercard or Mox, in which case you won’t receive CashBack.
CashBack appears as a separate line item in your activity feed in the Mox app. You’ll be able to see how much you’ve earned each month on a rolling basis. Please see the CashBack activity page.
You’ll be notified of your CashBack amount or percentage instantly, but it will only be credited into your account once the transaction has been settled and confirmed by Mastercard or Mox as eligible.
This usually takes 2-3 days. If the transaction status has changed to “complete” but the CashBack has not been paid into your Mox Account, please contact Mox’s Customer Care team via:
In-app Live Chat or call
Call +852 2888 8228
As noted above, you may initially receive a notification that CashBack has been earned, but the transaction could still be classified as ineligible. If so, you will not receive CashBack when the transaction is “complete”. Our Customer Care Team can check this for you.
Please also note that we will determine the eligibility of CashBack based on transaction records held by us. Our records are final and conclusive.
Please refer to our General Terms and Conditions in the ‘About us’ section of the Mox app for information on transactions that are ineligible for CashBack. The categories of ineligible transactions are set out in clause 6 of Schedule 1 to the Mox General Terms and Conditions. The list is non-exhaustive and the final decision to award CashBack is determined by Mastercard and always at Mox’s absolute discretion.
Set out below is a list of the transactions that are ineligible for CashBack. The list of ineligible transactions may change from time to time.
(1) interest earned on your Mox Account or Goal account(s);
(2) gambling or betting transactions, including government licensed horse / dog racing;
(3) cash withdrawals, including those from a bank or ATM;
(4) cash advances or balance transfers;
(5) payments to some digital wallets or digital wallet top-ups;
(6) payments in relation to cryptocurrencies;
(7) sending or transferring cash using your Mox Card or Mox Account (whether by a digital means or otherwise);
(8) payments to financial institutions, including brokers and dealers;
(9) bill payments, tax payments or insurance payments;
(10) purchases of foreign currencies, money orders or traveller’s cheques;
There is no upper limit on how much CashBack you can earn under Mox’s Unlimited CashBack promotion (currently based on a rate of 1%). However, an earning limit will apply to any Super CashBack promotion (we call this the “Cap”). After you reach the Super CashBack Cap with one or more of the Super CashBack merchants, you will continue to earn Mox’s Unlimited CashBack of 1%.
For the current promotion details and list of participating merchants, please refer to the Discover page within the Mox app or our website from time to time.
You can have your Mox Card added to Apple Pay along with other issuer’s cards. Please refer to www.apple.com/hk/en/apple-pay/ for the list of compatible devices and details of how many cards can be added to each device.
From time to time, Mox may offer you the chance to earn Super CashBack with certain merchants. The Super CashBack percentage will be higher than our Unlimited CashBack rate. The Super CashBack offer will always be for a specific period of time and there will always be a Cap on the CashBack you can receive at the higher rate.
For any current Super CashBack promotion details and a list of the participating merchants, please refer to the Discover page in the Mox app or on the Mox website.
Once you reach the Super CashBack Cap, any eligible purchases will be rewarded with 1% Unlimited CashBack. You can reach the Cap by spending with one or more eligible merchants. That is, you can use up the entire Cap with just one merchant and won’t be able to enjoy the Cap with any other merchant(s).
If a single eligible transaction results in you earning more than the Cap, you will receive Super CashBack up to the Cap and 1% Unlimited CashBack on the remaining transaction value.
E.g. Assuming the Cap is HKD1,000, and you haven’t earned any 5% Super CashBack yet. A purchase of $25,000 may earn ($20,000 x 5%) + ($5,000 x 1%) = $1,050. Please refer to the Terms and Conditions posted in the Mox app or on the Mox website for more information.
If you refund a purchase for which you have received Super CashBack, we reserve the right to withdraw from your Mox Account the CashBack received – in part or in whole – without prior notice. Whether or not we withdraw the CashBack amount, your utilisation of the Super CashBack cap will not be adjusted, and the cap will remain unchanged.
Please refer to the Terms and Conditions posted in the Mox app or on the Mox website for more information.
No, the level of CashBack that you receive is determined by the merchant at the point of sale. You can’t receive more than one CashBack payment for a single transaction, regardless of how you complete that transaction. Please refer to the Terms and Conditions posted in the Mox app or on the Mox website for more information.
Keeping your money and information secure is our top priority. We take pride in using multi-level security procedures, including tools and techniques for encryption, identity verification and fraud prevention, in order to protect your account, transactions and personal information. Visit here to learn more.
Every Super CashBack promotion will have a beginning and end date. All eligible transactions authorised before the end of the promotion period are entitled to Super CashBack at the higher rate (subject to the Cap).
For the current promotion details, including the promotion period, please go to the Mox app or visit our website.
If you think you have simply misplaced the Mox Card and want to look first but still take precautions, you can temporarily lock your Mox Card in the app by following the steps below:
Log in to the app
Select “View details” on the Mox Card image on the home screen
Select “Lock card”
If your Mox Card is lost or has been stolen, make sure to first lock the Mox Card and then report it as lost in the app:
Log in to the app
Select “View details” on the Mox Card card image on the home screen
Select “Replace card” and choose “It’s lost” as the replacement reason
Mox will send you a new card and permanently deactivate the old card. You can also consider reporting the loss to the police.
When a lost card is reported and replaced, you will be issued a new card number. Please remember to change any recurring transactions (e.g. your mobile subscription) to your new card number. For assistance, feel free to contact us in the app by selecting “Contact us” in the menu.
Yes. We may change, suspend or terminate any CashBack arrangements or offers at any time without notice, at our absolute discretion. This includes the CashBack percentage and the list of ineligible transactions.
If any dispute arises in relation to CashBack, the decision of Mox is final.
Phishing is the fraudulent attempt to obtain sensitive information such as usernames, passwords, and card details by disguising oneself as a trustworthy entity in an electronic communication (e.g. email). For example, phishing emails will almost always tell you to click on a link that takes you to a site which imitate true brands, such as our Mox brand, where your personal information is requested. In addition to fraudulent emails/websites, scammers can also establish fraudulent mobile applications imitating our brand to compromise your accounts and trick you in divulging your personal information.
If you receive a suspicious email or phone call claiming to be from us, please report the incident via email to firstname.lastname@example.org, or forward the email with the attachments included and you should then delete the email straight away. In addition, please contact our Customer Care Team via the following ways immediately if you suspect any unauthorized access or transactions on your account:
The voice call or live chat function in the Mox app
Yes, with your Mox Card you can buy securely at online stores with Mastercard SecureCode.
When making a purchase online, you will receive a SMS carrying a passcode, which you need to input to enable the purchase. With this, the system will authenticate that it is you, and not another person, who want to make this payment.
If you receive a SMS with a passcode to make an online purchase that wasn’t initiated by you, please get in touch with us through Mox app immediately.
Mox may contact you through pre-recorded message for account or card irregularities but Mox will never ask for verification via recorded message. If we suspect any suspicious activities on your Mox card or Mox app, we will contact you via live phone call.
You may have to bear a loss when your Mox Card has been used for an unauthorized transaction before you inform us that the card/PIN has been lost or stolen or that someone else knows the PIN. Provided that you have not acted fraudulently, with gross negligence or have not otherwise failed to inform us as soon as reasonably practicable after having found that your card has been lost or stolen, your maximum liability for such card loss should not exceed HKD 500. The application of this limit is confined to loss specifically related to the card account and does not cover cash advances.