Frequently asked questions

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.

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 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”
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.

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).

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.

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 or 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”
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.

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 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 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

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.

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.

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.

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.

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