Frequently asked questions

Can I change or cancel a local transfer?
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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.

What is Mox?
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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.

Can I change or cancel a future-dated local transfer?
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Yes. To change or cancel a future-dated transfer, you can:

  1. Log in to the app
  2. Go to “Home” and select “Activity”
  3. Select ""Upcoming"" under transactions for more information
What is the story behind the brand name Mox and your logo?
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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 pronunciation of Mox is /mɒks/

What services do you offer?
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Mox is launching with retail banking services. In other words, your day-to-day essentials. There are big plans in the pipeline so watch this space.

How long will it take for my Mox Card to arrive?
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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.

How is a virtual bank different from other banks?
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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.

Where can I find the Personal Information Collection Statement (PICS)?
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You can view the terms and conditions relating to PICS on our website here.

To view terms and conditions in the app, you can:

  1. Go to the side menu
  2. Select “About us”
I made a local transfer in Mox but I sent it to the wrong person. What should I do?
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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.

Is my data safe with Mox?
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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.

How do I activate my card?
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  1. Log in to the Mox app
  2. Select the “Activate Mox Card” button on the home screen
  3. Choose your activation method: (a) Tap and activate: Hold your phone near the Mox Card; or (b) Manually enter the security passcode 
  4. Set your ATM PIN and you’re all set!

Don’t forget to sign the back of your card.

How often is interest on my savings paid into my account?
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Every day! Interest will be given to you daily, including weekends and public holidays.

What is the interest rate for my Mox account?
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You will earn 1% p.a. interest for money held in your Mox account and your Goal(s), for up to HKD 1,000,000 banked with us, calculated on a 365-day basis (even in leap years).

I already bank with Standard Chartered, does that mean I automatically get a Mox account?
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No, but that’s okay. Signing up for a Mox account is easy. It only takes a few minutes and you can do it from your mobile.

Where can I see my daily transfer limit and how do I change it?
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To view or change your daily limit, you can:

  1. Log in to the app
  2. Go to side menu and select “Settings”
  3. Select “Account Settings”
  4. Go to “Daily limits” to view details
Is my money safe with Mox?
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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).

Can I withdraw money from a Goal, before its due date?
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Yep! You can move money from your Goal to your Mox account, whenever you want.

Is there a service charge for transferring money to / from my Mox account?
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No, it’s free to transfer Hong Kong dollars from and receive Hong Kong dollars into your Mox accounts.

How does the Mox Card work for payment?
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Currently all transactions using the Mox Card will deduct from your Mox account balance.

Where can I find my account number?
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  1. Log in to the Mox app
  2. Go to the “Accounts” tab
  3. Select your Mox account
  4. View account information including bank code, branch code and account number
What do I need to apply for a Mox account?
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All you need is your mobile phone and your Hong Kong Identity Card.

Who can open a Mox account?
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You can open a Mox account if you:

  • Have a Hong Kong Identity Card (either permanent and non-permanent resident)
  • Have a valid Hong Kong residential and mailing address
  • Are 18 years old or above
Terms and Conditions
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Terms and conditions will be updated from when the products and services are on offer to you.

To view our terms and conditions in the Mox app, you can:

  1. Go to the side menu
  2. Select “About us”
My Mox Card is damaged / is not working at an ATM
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You can request a replacement card in the Mox app:

  1. Log in to the Mox app
  2. Select “View details” on the Mox Card image
  3. Select “Replace card” and choose “It’s not working” as the replacement reason

Once you receive and activate your new Mox Card, make sure you damage the old Mox Card's magnetic strip and chip.

Where can I see my monthly statements?
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You can view and download all your statements in "Accounts" or "Activity":

  1. Log in to the Mox app
  2. Go to the “Accounts” or "Activity" at the homepage
  3. Select “View statement” in the menu
What information / documents do I need to provide?
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Opening a Mox account only takes a few minutes. You’ll need to provide the following information:

  1. Personal information: HKID, nationalities, place of birth, your preferred name for the account
  2. Contact information: Mobile number, email address, residential or mailing address
  3. Tax information: Tax country/city and tax ID
  4. Occupation and income
  5. Preferences for receiving marketing information
  6. Purpose of your account

We will also need you to take a photo of your HKID (front and back) and a selfie. So please keep your HKID card handy – we will guide you through these steps in the app.

Fees & Charges
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Please click here to review our fees and charges.

How can I request a paper statement?
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You can download your statement in the app and print. If you would like to receive printed statements, please contact us in the app. A HKD50 service fee applies per copy.

Why do you need to collect my personal information?
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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.

How do I reset my ATM PIN?
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To reset your ATM PIN:

  1. Log in to the Mox app
  2. Select the card image on the home screen
  3. Select the menu button next to “Lock card”
  4. Select “Change ATM PIN”

From time to time, you will be prompted to validate your identity before changing or resetting your ATM PIN.

Is any information optional? What if I don’t want to provide some information?
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All fields and questions are mandatory. We only ask for information that is necessary.

How far back can I access statements in the app?
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You can access up to 7 years of statements in the app.

Why do I need to submit my HKID and a selfie?
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We need your HKID and a selfie to verify your identity and to protect you against possible fraud.

How can I close the account?
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It’s sad to see you go but Mox respects your decision. We really want to know why so we can keep improving ourselves.

  1. Log in to the Mox app
  2. Go to the side menu and select “Settings”
  3. Select “Account Settings”
  4. Select “Close the Mox account” and fill in details
Will I be notified when my statement is ready?
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Yes, you’ll receive an email notification on the day that it’s ready. Statements for the previous calendar month are generated on the third day of every month. 

How do I change the language in the Mox app?
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  1. Log in to the Mox app
  2. Go to ‘Settings’
  3. Select ‘Language’ in ‘App settings’

Friendly reminder: Mox will get in touch with your preferred language only. And you can always update the language preference in the Mox app.

How do I edit my information during the account opening process?
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It’s easy – just return to the previous pages to edit any of your answers during the account opening process.

What is my limit for local ATM withdrawal? How do I change it?
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To view or change it:

  1. Log in to the Mox app
  2. Go to the side menu and select “Settings”
  3. Select “Account settings”
  4. Go to “Daily limits” to view details
I can’t see my birthplace listed.
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Birthplaces are listed as cities. Please search for the city of your birth.

How do I activate the overseas ATM withdrawal function?
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The overseas ATM withdrawal function is turned off by default. To activate it:

  1. Log in to the app
  2. Go to the side menu and select “Settings”
  3. Select “Account settings”
  4. Go to “Daily limits” to view details

From there, you can set withdrawal limits and choose an activation period. Alternatively, you can change your overseas ATM withdrawal limit via a Jetco ATM in Hong Kong or Macau before you travel.

Will I get my money back while a transaction is under dispute?
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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.

What if I exit the app while opening an account?
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Don’t worry – if you exit the app while opening an account, you can reopen it to continue. You can return to the same step within 30 days of your last visit.

I forgot my password
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We recommend you activate your facial / fingerprint recognition for authentication and to log in to your account.

Don’t worry if you forget your login password, we will help you reset it by verifying a few details. Get in touch with us via the app for assistance.

Is my personal information safe with Mox?
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Mox adheres to cookie and privacy policies when you use our app and website. Please read our Privacy policy, Personal Information Collection Statement and Cookie policy for details on how we process, use and store your information.

Updating personal information
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You can update your personal information anytime in the Mox app in “Settings”.

However, you cannot update your name, your HKID and place of birth in the app. In the unlikely event that you need to update this information, please contact us in the app.

When will I receive updates about my account movement?
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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.

I am receiving push notifications for every purchase I make; how can I turn them off?
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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.

How can I stop receiving marketing promotions?
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You can change notification settings for marketing communications in the app under “App settings”.

What is Mox account?
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Your Mox account is the account you use for everyday transactions. You can:

  • Spend from your Mox account
  • Withdraw money from an ATM
  • Transfer money to others
  • Receive transfers from others
  • Receive refunds (if the purchase was made from your Mox account)
What is Goal?
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Goal is where you can create different saving goals. You can name, organise and customise these to help you set aside money for different reasons.

Plus, you can move money between your Mox account and Goal and still earn interest on your total balance (terms and conditions apply).

How many Goals can I have at most?
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We know you are probably saving up for different purposes at the same time, but let’s keep it at a maximum of 5 Goals to focus on your key priorities.

How do I deposit money into my Mox account?
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There are two ways to deposit or transfer money into your Mox account:

Via the Mox app

  • Log in to the Mox app
  • Select “Add Money” on home page and set up an add money rule to transfer money in from another bank.

From other banks

  • Using the Faster Payment System (FPS) to transfer money from any bank, free of charge, or
  • Setting up standing instructions from other bank accounts and regularly transferring money into your Mox account

You can start earning daily interest as soon as there is money in your Mox account.

Why I get a letter from the other bank after adding money?
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“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.

How do I withdraw money from my Mox account?
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You can use your Mox Card with any Jetco ATM and Mastercard ATM networks globally to withdraw money.

How do I change or cancel a scheduled or recurring transfer / payment?
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To change or cancel a recurring transfer / payment, you can:

  1. Log in to the app
  2. Select “Actions" tab
  3. Select "Transfer"
  4. Select the scheduled or recurring payment you want to edit under "Rules"
When is the latest time for me to edit or delete a scheduled transfer?
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You can edit or delete a scheduled transfer before the execution date. For example, if your transfer is scheduled on Feb 2, you can edit or delete the payment by the end of Feb 1.

For recurring transfer, the edit or deletion on the execution date will apply to the next payment.

How do I raise a dispute for a transaction?
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Get in touch with our Customer Care Team via the Mox app. Please refer here

When will my Mox Card be available for online purchases?
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To protect you from online fraud, it takes us up to 2 hours to register your Mox Card for 3D secure. Please try to make online purchases 2 hours after creating or replacing your Mox Card.

How long does it take to process a local transfer request?
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All local transfers are sent in real time to the recipient and you will usually receive immediate confirmation. However, the receiving bank may take time processing and settling the request.

Invite your friends to use Mox, and be sure to enjoy real time transfer.

How can I avoid transferring funds to the wrong recipient?
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Make sure you review and double check all the payment details before you press “confirm” on the confirmation page.

If money has been incorrectly transferred into my account, do I need to return it? What are the consequences if I refuse to do so?
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Get in touch with our Customer Care Team via "Contact us" in the Mox app and we will work with you to return the funds to the owner. We may take legal action in certain circumstances.

Can I use my Mox Card to withdraw money from an ATM in Hong Kong?
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Yes. It’s free to withdraw cash from any Jetco ATM in Hong Kong using your Mox Card. There may be charges if you are withdrawing from a non-Jetco ATM or withdrawing overseas.

Can I use the card to withdraw money from an overseas ATM?
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Yes. You can withdraw cash from any overseas ATM that supports Jetco or Mastercard. A small fee will apply when you use these overseas ATMs. Please refer to the Fees and Charges section in the app.

Why is there no card information shown on my physical card?
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This is an enhanced security measure to protect you from fraud. With no card number, CVV or expiry date on the card, card theft will become difficult.

In the unfortunate case that you lose your Mox Card, you must lock your Mox Card using the app and report it as lost immediately.

Where can I find my Mox Card number?
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To view your Mox Card number:

  1. Log in to the app
  2. Select “View details” on the Mox Card on the home screen
  3. Select “Card number” on the Mox Card to view details
Is there an annual fee for the Mox Card?
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No, there is no annual fee for the Mox Card.

What is CashBack?
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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!

Do I need to register somewhere to enjoy CashBack?
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No, all eligible spending on the Mox Card (digital or physical) will automatically be eligible for CashBack.

Does the CashBack apply only to in-store purchases with the physical Mox Card?
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No, CashBack applies to all eligible spending, including e-commerce purchases using your digital or physical Mox Card. This includes spending via digital wallets such as Apple Pay and Google Pay.

When will I receive the CashBack?
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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.

I didn’t receive any CashBack on my purchase. What do I do?
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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
  • E-mail care@mox.com

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.

Can I use Mox and Google Pay on my device?
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If you have NFC-enabled devices running Android Lollipop (5.0) or higher, you should be able to use Google Pay.

Are all purchases entitled to CashBack?
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No, not all purchases are entitled to CashBack.

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.

Ineligible Transactions 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;

(11) payments of financial charges or fees.

Is Apple Pay with Mox Card secure?
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Using Apple Pay requires your Face ID, Touch ID or passcode for all payments. Details of your Mox Card are not shared when making payments with Apple Pay, making it one of the safest ways to pay.

Please see our General terms and conditions (Schedule 1, Part D), which apply to use of digital wallets.

Can I use Google Pay outside of Hong Kong?
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You can use Google Pay anywhere that accepts contactless payments, in Hong Kong or abroad.

What happens to my CashBack if I return or refund the product?
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The CashBack amount will be automatically taken back out of your Mox Account. Please refer to the Terms and Conditions posted in the Mox app or on the Mox website for more information.

How do I connect my Mox Card to Apple Pay?
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There are two ways to connect the Mox Card to Apple Pay:

  1. Press the ‘Add to wallet’ button on the home screen, or go to the card details page in the Mox app
  2. Add your Mox Card to Apple Pay via Apple’s Wallet app

Don’t forget that you can add your Mox Card to Apple Pay and start making payments before you receive your physical Mox Card.

Please see our General terms and conditions (Schedule 1, Part D), which apply to use of digital wallets.

Can I use Mox Card and Apple Pay on my device?
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Apple Pay is available on all compatible Apple devices with Face ID or Touch ID, except for iPhone 5s.

Is there a limit on how much CashBack I can earn?
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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.

On how many Apple devices can I add my Mox Card?
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There is no limit, you can add the Mox Card to any and all your devices that support Apple Pay.

Can I earn CashBack on overseas spending?
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Yes, CashBack can be earned on eligible overseas spending and transactions. The amount of CashBack earned will be calculated based on the HKD amount that the transaction is converted into.

Please refer to the Terms and Conditions posted within the Mox app or on the Mox website for additional information.

How many cards can I add to a single Apple device?
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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.

What is Super CashBack? Where can I earn Super CashBack?
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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.

Can I use Apple Pay outside of Hong Kong?
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Subject to the Apple terms of use, you can use Apple Pay anywhere that accepts contactless payments, in Hong Kong or abroad.

What happens once I have reached the Cap across all the relevant Super CashBack merchants?
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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).

Can I earn CashBack with Apple Pay?
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Yes. Purchases made with your Mox Card via Apple Pay will earn you the same CashBack that you get when using the physical or digital version of the Mox Card.

I didn’t receive the correct CashBack amount on my purchase. What do I do?
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Please contact Mox’s Customer Care Team via:

  • In-app Live Chat or call
  • Call +852 2888 8228
  • E-mail care@mox.com
How much does it cost to use Apple Pay?
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Making payments with Apple Pay costs you the same as using your physical or digital versions of the Mox Card. For details, please refer to our Fees and Charges in ‘About us’ within the Mox app.

How much of my Super CashBack Cap have I used up?
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You can find out how much of the Cap has been used by looking at the CashBack details in the Mox app. Please call Mox’s Customer Care Team at +852 2888 8228 if you need further clarification.

Can I use Apple Pay with Mox on my Apple Watch, iPad or Mac?
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Yes, Mox supports Apple Pay on all Apple devices that offer Apple Pay. Refer to www.apple.com/hk/en/apple-pay for more information about device compatibility.

What happens if a single purchase would result in me earning more than the Super CashBack Cap?
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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.

How do I set my Mox Card as my default Apple Pay card?
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In the Apple Wallet app, tap your Mox Card and drag it to the front to set it as the default card.

What happens to my CashBack or Cap if I refund a purchase for which I have received Super CashBack?
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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.

For the participating Super CashBack merchants (called ‘Founding Merchants’) - if I purchase a Founding Merchant’s product through another Founding Merchant’s platform (i.e. through a third-party reseller), will I be able to receive Super CashBack twice?
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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.

Why is Mox secure?
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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.

Does Super CashBack have an end date? When does the promotion end?
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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.

What happens to the CashBack I earned from Super CashBack promotion if I decide to close my Mox Account?
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If you close your Mox Account within 12 months of opening your Mox Account, we reserve the right to claw back the total Super CashBack amount you earned during the Super CashBack promotion period.

We also reserve the right not to pay CashBack for any reason we deem appropriate, for example if we believe the relevant transaction was initiated for an improper purpose.

I lost my Mox Card
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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:

  1. Log in to the app
  2. Select “View details” on the Mox Card image on the home screen
  3. 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:

  1. Log in to the app
  2. Select “View details” on the Mox Card card image on the home screen
  3. 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.

Can Mox decide to change the CashBack arrangements or offers?
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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.

How to report suspicious / fraudulent activities?
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If you suspect you’ve been the victim of fraud, you must lock your Mox Card and get in touch with us as soon as possible. We also suggest you to contact the Police in parallel.

You can lock your card by going to the Mox app, and on the home screen, select "Lock card".

If there is a certain card transaction that you suspect is fraudulent, you may raise a dispute case. To submit a dispute request:

  1. Log in to the app
  2. Go to Activity and select such transaction
  3. Select “Dispute” and fill in the details

For any other concerns, please contact us via:

  • The voice call or live chat function in the Mox app
  • Hotline at +852 2888 8228
  • Email at care@mox.com
I’m not sure if my account has been hacked. What should I do?
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If you have accidentally shared your account details or password or suspect any suspicious activity or unauthorised access to your account, it's crucial to take the following steps:

  1. Change your password. To do so, log in to the app and go to Settings, then choose Account and Mox Card settings
  2. Once you have changed your password, lock your card and request a new one. We will immediately issue a new digital Mox Card to you and send you a new physical card.
  3. Lastly, please contact us via the following ways so that we can help you prevent similar incident from happening again:

    • The voice call or live chat function in the Mox app
    • Hotline at +852 2888 8228
    • Email at care@mox.com
What is phishing?
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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.

What to do if things seem phishing?
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If you receive a suspicious email or phone call claiming to be from us, please report the incident via email to hoax@mox.com, 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
  • Hotline at +852 2888 8228
  • Email at hoax@mox.com
I don't recognise this payment, so I need more information.
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If you are not sure if a transaction is legitimate, please contact us via the following ways and we’ll investigate.

  • The voice call or live chat function in the Mox app
  • Hotline at +852 2888 8228
  • Email at care@mox.com
Is it safe to buy online with my Mox Card?
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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.

Does my Mox Card support 3DSecure?
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Yes, we do! You'll be prompted to use it when specific merchants request that you use 3DSecure when making online transactions.

Does Mox monitor suspicious transactions?
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Yes, Mox monitors all card transactions and mobile activities 24/7. If we detect suspicious activities on your account, we will reach you by in-app notification to verify the transaction.

Will Mox contact me via recorded message about any account irregularities and ask me to provide my personal information for verification?
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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.

What is the maximum liability of loss when my Mox Card has been used for unauthorized transactions before I inform Mox that my card or PIN has been stolen or lost?
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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.

What is the Mox phone number used to contact me?
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Mox will contact you via +852 2888 8228. Mox may contact you using a different phone number for marketing promotions.

If someone claims to be calling on behalf of Mox and wants to verify a transaction with me. How can I know if this is a bogus call?
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Mox will send an app push notification prior to calling you, so please check the Notifications in the app first if someone says he/she is calling you from Mox.

If ever in doubt, please contact us via the app or call us at +852 2888 8228, as soon as possible.

For more information on bogus phone calls, please click here.

Customer Care
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To contact us, you can:

  1. Use the voice call or live chat function in the app
  2. Call us on +852 2888 8228
  3. Email us at care@mox.com
  4. Write to us at 39/F, Oxford House, Taikoo Place, 979 King’s Road, Quarry Bay, Hong Kong
Feedback to Mox
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Mox always welcomes your feedback on anything. Tell us how we’re doing:

  1. Use the voice call or live chat function in the app
  2. Call us on +852 2888 8228
  3. Email us at care@mox.com
  4. Write to us at 39/F, Oxford House, Taikoo Place, 979 King’s Road, Quarry Bay, Hong Kong
What if I've lost my phone, changed to a new phone or deleted the Mox app by accident?
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You can simply follow these steps to regain access to your Mox account:

  1. In the Mox app, tap "Log in to your Mox account"
  2. Follow the instructions on the screen for verification
  3. You can allow facial or fingerprint recognition login for a better Mox experience
  4. Voila! You've regained access to your Mox account

After completing these steps, for your account security, you will no longer be able to access your Mox account on your old device.