Frequently asked questions

What is Mox?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

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.

Is my data safe with Mox?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

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.

Is my money safe with Mox?
ArrowCreated with Sketch.

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).

What do I need to apply for a Mox account?
ArrowCreated with Sketch.

All you need is your mobile phone and your Hong Kong Identity Card.

Who can open a Mox account?
ArrowCreated with Sketch.

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
What information / documents do I need to provide?
ArrowCreated with Sketch.

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 Mox app.

Why do you need to collect my personal information?
ArrowCreated with Sketch.

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.

Is any information optional? What if I don’t want to provide some information?
ArrowCreated with Sketch.

All fields and questions are mandatory. We only ask for information that is necessary.

How far back can I access statements in the app?
ArrowCreated with Sketch.

You can access up to 7 years of statements in the app.

Why do I need to submit my HKID and a selfie?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.
  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?
ArrowCreated with Sketch.

It’s easy – just return to the previous pages to edit any of your answers during the account opening process.

I can’t see my birthplace listed.
ArrowCreated with Sketch.

Birthplaces are listed as cities. Please search for the city of your birth.

What if I exit the app while opening an account?
ArrowCreated with Sketch.

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
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

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
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

You can change notification settings for marketing communications in the app under “App settings”.

Is Mox app and website usable for persons with hearing impairment or visual impairment?
ArrowCreated with Sketch.

The Mox app and website is designed with reference to W3C principles with support for iOS and Android's native Accessibility functions for usage by visually impaired customers. For hearing-impaired customers, our Customer Care team are available to provide support via email: care@mox.com, live chat function in the app or mail. Our mailing address: 39/F, Oxford House, 979 King’s Road, Quarry Bay, Hong Kong.

What is Mox account?
ArrowCreated with Sketch.

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

  • save HKD or foreign currencies;
  • spend HKD from your Mox Account;
  • withdraw money from an ATM from your HKD deposits in your Mox Account;
  • transfer or receive HKD to or from others; and
  • receive refunds in HKD (if the purchase was made from your Mox Account).
What is the interest rate that applies to deposits in my Mox Account?
ArrowCreated with Sketch.

You will earn 0.5% p.a. interest on HKD deposits held in your Mox Account and your Goal(s), for up to HKD500,000 banked with us.

You will earn 0.01% p.a. interest on all USD deposits held in your Mox Account.

Interest for all currencies will be calculated on a 365-day basis (even in leap years).

How often is interest on my savings paid into my account?
ArrowCreated with Sketch.

Every day! Interest will be given to you daily, including weekends and public holidays.

Where can I find my account number?
ArrowCreated with Sketch.
  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
Where can I see my monthly statements?
ArrowCreated with Sketch.

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
How can I request a paper statement?
ArrowCreated with Sketch.

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.

Will I be notified when my statement is ready?
ArrowCreated with Sketch.

Yes, you’ll receive an email notification on the day that it’s ready. Statement for a calendar month will be generated within the next month.

How can I close the account?
ArrowCreated with Sketch.

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
What is Goal?
ArrowCreated with Sketch.

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(s) and still earn interest on your total deposits across those accounts (terms and conditions apply).

Currently, Goal accounts only support HKD deposits.

How many Goals can I have at most?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

Currently, Mox only supports transfers in HKD. There are two ways to deposit or transfer HKD 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.

How do I withdraw money from my Mox account?
ArrowCreated with Sketch.

You can use your Mox Card with any JETCO ATM and Mastercard ATM networks globally to withdraw your HKD deposits in your Mox Account. Please note that, currently, you cannot make any cash withdrawals from any foreign currency deposits in your Mox Account.

Can I withdraw money from a Goal, before its due date?
ArrowCreated with Sketch.

Yep! You can move money from your Goal to your Mox account, whenever you want.

Can I change or cancel a local transfer?
ArrowCreated with Sketch.

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.

Can I change or cancel a future-dated local transfer?
ArrowCreated with Sketch.

Yes. To change or cancel a future-dated transfer, you can:

  1. Log in to the app
  2. Go to “Actions” and select “Transfer”
  3. Your upcoming transfers are shown under “Rules”. Click “Edit” to change or remove
I made a local transfer in Mox but I sent it to the wrong person. What should I do?
ArrowCreated with Sketch.

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.

Where can I see my daily transfer limit and how do I change it?
ArrowCreated with Sketch.

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 there a service charge for transferring money to / from my Mox account?
ArrowCreated with Sketch.

No, it’s free to transfer Hong Kong dollars from and receive Hong Kong dollars into your Mox accounts.

Which banks support Mox’s ‘Add money’ feature?
ArrowCreated with Sketch.

The ‘Add money’ feature allows you to ‘pull’ money into Mox from your other banks for free, without leaving our app.

The list of banks we support for this feature includes the following banks, and we’re working to expand this list:

  • Standard Chartered Bank (Hong Kong) Limited
  • Bank of China (Hong Kong) Limited
  • China CITIC Bank International Limited
  • China Construction Bank (Asia) Corporation Limited
  • DBS Bank (Hong Kong) Limited
  • Livi Bank Limited
  • Nanyang Commercial Bank, Limited
  • The Bank of East Asia, Limited
  • ZA Bank Limited
What is the transfer limit if I use the ‘Add money’ feature to ‘pull’ money into Mox?
ArrowCreated with Sketch.

There is a HKD2,000 limit for each ‘Add money’ transaction with the following banks:

  • Bank of China (Hong Kong) Limited
  • China Construction Bank (Asia) Corporation Limited
  • DBS Bank (Hong Kong) Limited
  • Nanyang Commercial Bank, Limited
  • The Bank of East Asia, Limited

There will be no such transfer limit for Standard Chartered Bank (Hong Kong) Limited, China CITIC Bank International Limited, Livi Bank Limited and ZA Bank Limited.

Don't worry, you can continue to make as many ‘Add money’ transfers as you like each day.

Why I get a letter from the other bank after adding money?
ArrowCreated with Sketch.

'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.

Why do I receive an error when I make a second ‘Add money’ request for the same amount shortly after the first?
ArrowCreated with Sketch.

This is to prevent you from accidentally sending duplicate requests. If you would like to make the second ‘Add money’ request soon, just choose a different amount and the instruction will be processed.

How do I change or cancel a scheduled or recurring transfer / payment?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

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 long does it take to process a local transfer request?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

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 the ‘Add money’ feature to transfer money to Mox from a joint account at other banks?
ArrowCreated with Sketch.

It depends. When using ‘Add money’ to pull funds into Mox from your joint account at another bank, whether this is accepted depends on the checks at that corresponding bank. Please note the review may take longer than usual to complete the fund transfer.

As a reminder to use ‘Add money’, please make sure the name of your Mox account matches the name of the account holder at your other bank.

Does Mox accept foreign currency transfers?
ArrowCreated with Sketch.

Currently, we only accept local HKD transfers. We do not support inward and outward transfers of foreign currencies or cross-border payments (in either HKD or foreign currencies).

Can I send money to my Mox account through RTGS (Real Time Gross Settlement) system?
ArrowCreated with Sketch.

Yes, you can send money to your Mox account through Real Time Gross Settlement (RTGS) system. Currently, only transactions in Hong Kong Dollars (HKD) are accepted. Use ‘MOXBHKHK’ as the Business Identifier Code (BIC code) for RTGS transactions. There is no charge from Mox if you receive money from accounts at other banks via RTGS, but please note that other banks may have different charging policies.

Reminder: Mox currently does not support sending money to other banks through RTGS.

Which types of proxy does Mox accept for FPS registration?
ArrowCreated with Sketch.

You can set Mox as your FPS registered bank with your mobile number or HKID number. Currently, FPS registration using email address or FPS ID is not supported.

I have set up a recurring or scheduled payment to an FPS default bank via phone number or email address. After the FPS default bank is changed to a different bank, why did the payment still go to the previous FPS default bank?
ArrowCreated with Sketch.

Your recurring or scheduled payments to a phone number or email address will always be sent to the FPS default bank account at the time of set-up. This is to protect you from sending money to an unintended recipient.

If you are aware of a change in FPS default bank of the recipient, we suggest editing your recurring or scheduled transfers accordingly.

How can I check if I have set Mox as my FPS registered bank?
ArrowCreated with Sketch.

You can easily check this under the “Settings” page. Simply go to “FPS registrations” under “Account & Mox Card settings”, and you will be able to see all your FPS registrations using various type of proxies, with Mox and other financial institutions.

What merchants can I pay using the ‘Bill Payment’ feature?
ArrowCreated with Sketch.

You can make payments to merchants in a wide range of industries, such as public utilities, telecommunications, government and private organisations. Please refer to the Mox app for the latest list of organisations as it updates from time to time.

When using the ‘Bill Payment’ feature, which account will the payment amount be deducted from?
ArrowCreated with Sketch.

You can choose to pay bills using the money in your Mox Account or Goal accounts. Please ensure the account you select has sufficient money to pay the bill, or the transaction will not be accepted.

This also means the current Bill Payment feature does not support making payments using the Mox Card.

Is there any cut-off time for ‘Bill Payment’ transactions?
ArrowCreated with Sketch.

‘Bill Payment’ instructions submitted on or before 16:00 Hong Kong Time from Monday to Friday (excluding public holidays) will be sent to merchants on the same day.

Other Bill Payment instructions (submitted after 16:00 Hong Kong Time on Monday to Friday, on Saturday, Sunday or public holidays) will be processed on the next working day. A pending transaction record will be shown under the ‘Activity’ list on your Mox app. You will also receive a confirmation notification after the payment is successfully sent to the merchant.

Friendly reminder: Once you’ve confirmed to submit a Bill Payment transaction, the payment amount will be deducted immediately from your deposit balance, regardless of whether the amount is sent to the merchant on the same day.

Will my ‘Bill Payment’ transaction be processed if typhoon signal or rainstorm warning is hoisted?
ArrowCreated with Sketch.

When typhoon signal number 8 or above, or black rainstorm warning signal is hoisted in Hong Kong, your Bill Payment transactions will be processed following the settlement handling procedures of the Hong Kong Interbank Clearing Limited (HKICL). You’re advised to arrange your payments in advance to avoid unexpected delays.

What should I do if I submitted wrong ‘Bill Payment’ information?
ArrowCreated with Sketch.

You cannot cancel a ‘Bill Payment’ transaction once it has been submitted. Please be reminded to check and ensure all information is accurate before your submission. If you have submitted any inaccurate information, you’ll need to contact the merchant directly to rectify the transaction.

Can I set up scheduled or recurring ‘Bill Payment’ transactions?
ArrowCreated with Sketch.

We currently do not support scheduled or recurring Bill Payment transfers. Stay tuned as we continue to expand our services!

Will I earn CashBack on my ‘Bill Payment’ transactions?
ArrowCreated with Sketch.

Transactions made using the ‘Bill Payment’ feature are not eligible for earning CashBack.

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

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 5-7 working days after you have created your Mox account. The status of your Mox Card's delivery will be shown in the app.

How do I activate my card?
ArrowCreated with Sketch.
  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 does the Mox Card work for payment?
ArrowCreated with Sketch.

Currently all transactions using the Mox Card will deduct from your Mox account balance.

My Mox Card is damaged / is not working at an ATM
ArrowCreated with Sketch.

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.

How do I reset my ATM PIN?
ArrowCreated with Sketch.

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.

What is my limit for local ATM withdrawal? How do I change it?
ArrowCreated with Sketch.

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
How do I activate the overseas ATM withdrawal function?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

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.

Will my Mox Card work with Alipay HK?
ArrowCreated with Sketch.

Alipay HK announced to stop accepting any debit cards, starting from 19 Nov 2020. As Mox Card is a debit card, we are sorry to inform you that you will not be able to use it to make purchases with Alipay HK until further notice.

How do I raise a dispute for a transaction?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

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.

Can I use my Mox Card to withdraw money from an ATM in Hong Kong?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

No, there is no annual fee for the Mox Card.

What is CashBack?
ArrowCreated with Sketch.

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 Mox Account. No points and no conversion required, just cash that you can spend straight away!

Do I need to register somewhere to enjoy CashBack?
ArrowCreated with Sketch.

No, all eligible transactions on your Mox Card (digital or physical) will automatically be eligible for CashBack.

Does CashBack apply only to in-store purchases with my physical Mox Card?
ArrowCreated with Sketch.

No, CashBack applies to all eligible transactions, including e-commerce purchases using your digital or physical Mox Card. This includes (in most cases) payments through Apple Pay or Google Pay, but it does not include digital wallet top-ups.

For Promotional CashBack at our selected CashBack Merchants, CashBack will only be earned on transactions made directly with your Mox Card (including in most cases through Apple Pay or Google Pay) via the CashBack Merchant’s website, application or physical outlet.

Purchases made via third party digital wallets or payment gateways (for example, PayPal) at CashBack Merchants may not earn Promotional CashBack.

Please check the promotion terms and conditions and CashBack table or contact us for more information before making a purchase if you are unsure, via:

  • In-app live chat or call
  • Call +852 2888 8228
  • E-mail care@mox.com
When will I receive the CashBack?
ArrowCreated with Sketch.

You will be notified instantly when a transaction you have made is eligible for CashBack. This notification will state the CashBack amount or CashBack Rate (e.g. 1% or 5%) you can expect to receive on that transaction.

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 Rate only.

The final CashBack amount will be credited to your Mox Account only when the transaction status becomes “complete” and the transaction has been confirmed as eligible for CashBack.

It usually takes two to three 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 on that transaction.

CashBack appears as a separate line item in your activity feed in the Mox app. You’ll be able to see how much CashBack 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?
ArrowCreated with Sketch.

You’ll be notified of the CashBack amount or CashBack Rate you can expect to receive instantly, but the CashBack will only be credited to your Mox Account once the transaction has been settled and confirmed by Mastercard or Mox as eligible for CashBack.

This usually takes two to three 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 you can expect to receive CashBack on a transaction, 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 your eligibility for CashBack based on transaction records held by us. Our records are final and conclusive.

Are all purchases entitled to CashBack?
ArrowCreated with Sketch.

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. Examples of ineligible transaction types are set out in clause 6 of Part B of Schedule 1 to our General Terms and Conditions. The list is non-exhaustive and the final decision to award CashBack depends on Mastercard’s or Mox’s categorisation of the transaction and its merchant code, and is ultimately determined by Mox in its absolute discretion.

Ineligible Transactions

The following transaction types are examples of those that are likely to constitute ‘ineligible transactions’ and will therefore not be eligible 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;
  4. cash advances or balance transfers;
  5. payments through digital wallets (except in most cases for payments made through Google Pay or Apple Pay) 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.
Can I use Mox and Google Pay on my device?
ArrowCreated with Sketch.

If you have NFC-enabled devices running Android Lollipop (5.0) or higher, you should be able to use Google Pay.

What happens to my CashBack if I return or refund the product?
ArrowCreated with Sketch.

The CashBack amount you received on the transaction will be automatically deducted from your Mox Account. Please refer to our CashBack terms and conditions in the Mox app or on our website for more information.

Is Apple Pay with Mox Card secure?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

You can use Google Pay anywhere that accepts contactless payments, in Hong Kong or abroad.

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

There is no upper limit on how much CashBack you may earn at the unlimited CashBack Rate. However, we may cap the amount of promotional CashBack you may earn (we call this the “Cap”). Once you earn promotional CashBack up to an applicable Cap, you may continue to earn CashBack at an applicable unlimited CashBack Rate on eligible transactions.

For the current CashBack offer details and list of selected CashBack Merchants and applicable CashBack Rates and Caps available from time to time, please refer to the CashBack table on our website.

How do I connect my Mox Card to Apple Pay?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

Apple Pay is available on all compatible Apple devices with Face ID or Touch ID, except for iPhone 5s.

Can I earn CashBack on overseas spending?
ArrowCreated with Sketch.

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

Please refer to our CashBack terms and conditions in the Mox app or on our website for more information.

On how many Apple devices can I add my Mox Card?
ArrowCreated with Sketch.

There is no limit, you can add the Mox Card to any and all your devices that support Apple Pay.

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

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.

Why can't I add my Mox Card to a digital wallet other than Apple Pay and Google Pay?
ArrowCreated with Sketch.

Given the Mox Card is a Mastercard debit card, several digital wallet operators in Hong Kong currently don’t accept it as a top-up method for their digital wallets. These operators include but are not limited to Alipay and PayMe.

Can I use Apple Pay outside of Hong Kong?
ArrowCreated with Sketch.

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

Can I earn CashBack with Apple Pay?
ArrowCreated with Sketch.

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.

How much does it cost to use Apple Pay?
ArrowCreated with Sketch.

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.

Can I use Apple Pay with Mox on my Apple Watch, iPad or Mac?
ArrowCreated with Sketch.

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.

How do I set my Mox Card as my default Apple Pay card?
ArrowCreated with Sketch.

In the Apple Wallet app, tap your Mox Card and drag it to the front to set it as the default card.

What is the benefit of the ‘Flip’ feature for Mox Credit customers?
ArrowCreated with Sketch.

‘Flip’ is a feature that gives Mox Credit customers the flexibility to choose between spending on their Mox Card with Mox Credit or from their Mox Account.

If you are a Mox Credit customer and you tap the ‘Flip’ button so that your Mox Card is linked to your Mox Account, all your spending (including any automatic payments previously set up by you on Mox Credit) will be deducted from your Mox Account.

If you are a Mox Credit customer and you don’t ‘Flip’ so that your Mox Card is linked to Mox Credit by default, all your spending will be charged to Mox Credit and show on your Mox Credit statement (except for cash withdrawals, for which we will take money out of your Mox Account unless you request a cash advance on Mox Credit). That includes any automatic payments previously set up by you while your Mox Card was linked to your Mox Account – they will also be charged to Mox Credit at the time they are due for payment if your Mox Card is linked to Mox Credit at that time.

Please note that if you do not have Mox Credit, all your spending will be deducted from your Mox Account and the ‘Flip’ feature will not be available to you.

Refer to the Mox Credit FAQ to understand how to apply for Mox Credit and have access to the ‘Flip’ feature.

How will my transactions be processed after I switch from linking my Mox Card to Mox Credit to my Mox Account using the ‘Flip’ button?
ArrowCreated with Sketch.

After you tap the ‘Flip’ button in the Mox app, we will ask you to confirm that you’d like to change from spending with Mox Credit to spending on your Mox Card from your Mox Account.

Transactions

When your Mox Card is linked to your Mox Account, all your new Mox Card transactions (including any automatic payments previously set up by you on Mox Credit) will be taken from your Mox Account.

Any transactions that were authorised before you tap the ‘Flip’ button (i.e. those that appear as ‘pending’ in the Mox app) will still be processed as Mox Credit transactions.

ATM cash withdrawals

Your ATM cash withdrawals from JETCO and Mastercard ATMs are not affected when you tap the ‘Flip’ button. To avoid charges, we recommend that you select ‘Savings account’ for ATM cash withdrawals so they are withdrawn from your Mox Account. If you choose to withdraw cash from Mox Credit, that is a cash advance and so interest, fees and charges per the Mox Credit Key Facts Statement will apply.

If I want to change how I spend on my Mox Card, where can I find the ‘Flip’ button in the Mox app?
ArrowCreated with Sketch.

For Mox Credit customers that want to flip between the two spending methods – with Mox Credit or from their Mox Account – there are two ways to do it:

Tap the ‘Flip’ button under the digital Mox Card image under the main page on the Mox app.

Alternatively, go to the ‘Settings’ page in the side menu of the Mox app, tap ‘Account and Mox Card settings’ then choose ‘Flip Card spending mode’.

Friendly reminder: The ‘Flip’ feature is only available on the Mox app version 1.4.1 or above. You won’t be able to see and use the ‘Flip’ feature if you are using an older Mox app version, so please remember to update your Mox app regularly.

What will happen to the ‘Flip’ button and how I spend on my Mox Card if I close Mox Credit?
ArrowCreated with Sketch.

The ‘Flip’ feature is only available to Mox Credit customers. This means that if you close Mox Credit, the ‘Flip’ feature will no longer be available to you. After your Mox Credit is closed, all your future spending on your Mox Card will be taken from your Mox Account.

Can I call Mox’s Customer Care Team to change how I spend on my Mox Card?
ArrowCreated with Sketch.

No, we’re sorry but our Customer Care Team is not able to change how you spend on your Mox Card. Please refer to the FAQ on where you can find the ‘Flip’ button on the Mox app for information on how you can change how you spend on your Mox Card.

After I use the ‘Flip’ button on the Mox app, which account will CashBack be credited to?
ArrowCreated with Sketch.

All CashBack you earn on eligible spending is credited to your Mox Account regardless of whether the spending was with Mox Credit or from your Mox Account.

Please refer to the CashBack terms and conditions in the Mox app or on our website for more information on CashBack.

What happens to transactions that I refund after I have ‘Flipped’?
ArrowCreated with Sketch.

Refunds will be credited to you in accordance with what your Mox Card is linked to at the time the refund is processed, and so not necessarily credited to what your Mox Card was linked to at the time the transaction was authorised. For example, if you refund a Mox Credit transaction and have subsequently ‘Flipped’ so that your Mox Card is linked to your Mox Account, and then refund that Mox Credit transaction, the refund amount will be deposited into your Mox Account (rather than credited to Mox Credit).

What happens to an applicable CashBack Cap and the CashBack I earned on a transaction that I subsequently refund if I have ‘Flipped’ in the meantime?
ArrowCreated with Sketch.

If you refund a purchase for which you have received CashBack, we reserve the right to withdraw from your Mox Account the CashBack you received on that transaction without prior notice, and it will not matter whether (or not) you have ‘Flipped’ in the meantime. Whether or not we withdraw the CashBack amount, your utilisation of any applicable Cap will not be adjusted, and the Cap will remain unchanged.

Please refer to the CashBack terms and conditions in the Mox app or on our website or more information.

If I have made a refund on a Mox Credit transaction but I’ve subsequently closed Mox Credit, will the refund be deposited into my Mox Account?
ArrowCreated with Sketch.

Yes, once you close Mox Credit, all spending will be from your Mox Account and any refunds (including of previous Mox Credit transactions) will be credited to your Mox Account.

Is there a limit to the number of times that I can use the ‘Flip’ button during a period of time? Will using the ‘Flip’ button affect my credit score?
ArrowCreated with Sketch.

No, there is no limit on the number of times you can use the ‘Flip’ button during a period of time. ’Flipping’ does not affect your credit score because each time you ‘Flip’ is not considered a new Mox Credit application.

I spent while my Mox Card was linked to my Mox Account yesterday, can I change that previous transaction to a Mox Credit transaction by using the ‘Flip’ button?
ArrowCreated with Sketch.

No, any transactions that were authorised before you used the ‘Flip’ button will be processed based on what your Mox Card was linked to at the time those transactions were authorised and this cannot be changed. In this case, the transaction will be taken from your Mox Account.

After I tap the ‘Flip’ button, how long does it take for the change on how I would like to spend on my Mox Card to take effect?
ArrowCreated with Sketch.

After you tap the ‘Flip’ button, the change will take effect immediately and all future transactions will either be charged to Mox Credit or taken from your Mox Account (depending on what you have ‘Flipped’ to).

If I want to repay my Mox Credit, do I need to flip back to Mox Credit using the ‘Flip’ button before doing so?
ArrowCreated with Sketch.

No. Tapping the ’Flip’ button only affects how you spend on your Mox Card, not the payment of your Mox Credit from your Mox Account.

Can I choose to pay half of a transaction amount from my Mox Account and half with Mox Credit?
ArrowCreated with Sketch.

No, only one payment method is allowed to settle a single purchase on your Mox Card - you can’t use different spending methods to settle a purchase on your Mox Card.

At the time of purchase, if your Mox Card is linked to your Mox Account, the transaction amount will be taken from your Mox Account and displayed on your Mox Account statement. However, if your Mox Card is linked to Mox Credit at the time of purchase, the transaction amount will be processed and effected as a Mox Credit transaction and displayed on your Mox Credit statement.

I use HKT Autopay Switch. What will happen if I switch from spending on my Mox Card with Mox Credit to my Mox Account using the ‘Flip’ button?
ArrowCreated with Sketch.

Only Mox Credit customers can apply for HKT Autopay Switch. If you are a Mox Credit customer and have successfully set up HKT Autopay Switch on Mox Credit, the transaction will be charged to what your Mox Card is linked to at the time the transaction is processed by HKT.

That means that if you have ‘Flipped’ so that your Mox Card is linked to your Mox Account and HKT subsequently processes a transaction on your Mox Card, the transaction amount will be taken from your Mox Account and you’ll need sufficient balance in your Mox Account to settle the payment successfully. Also, you will only earn CashBack on that transaction at the Mox Card spending from Mox Account CashBack Rate and not the preferential CashBack Rate applicable to HKT Autopay Switch eligible transactions on Mox Credit.

Please refer to the CashBack terms and conditions in the Mox app or on our website for more information.

If the transaction amount is higher than my credit limit for Mox Credit or I have insufficient funds in my Mox Account, how can I use the ‘Flip’ feature to change how my Mox Card is charged?
ArrowCreated with Sketch.

If the transaction exceeds your credit limit on Mox Credit or you have insufficient funds in your Mox Account for the transaction, it will be declined. We suggest that you use the ‘Flip’ button to change how your Mox Card is charged, and ensure you have sufficient funds in your Mox Account or sufficient credit limit on Mox Credit (depending on what you have ‘Flipped’ to) before making the transaction.

Does the ‘Flip’ feature have any impact on how I repay Mox Credit?
ArrowCreated with Sketch.

No, the ‘Flip’ feature only impacts the way you spend and how the transaction is charged to your Mox Card. For any spending charged to Mox Credit, how you repay, your obligation to repay and the charging of any fees, charges and interest does not change, regardless of whether or not you have ‘Flipped’ to spending from your Mox Account.

For details, please refer to the Terms and conditions for Mox Card with credit and the Mox Credit Key Facts Statement.

How much CashBack can I earn?
ArrowCreated with Sketch.

All Mox customers can earn unlimited CashBack on eligible transactions:

  • If you are spending with Mox Credit, you can earn 1% unlimited CashBack.
  • If you are spending with your Mox Card from your Mox Account, you can earn 1% unlimited CashBack on or before 31 May 2021, and 0.5% unlimited CashBack on or after 1 June 2021.

If you are spending with Mox Credit , you can earn CashBack at promotional CashBack Rates on transactions at our selected CashBack Merchants subject to a Cap during specified CashBack offer period(s).

For the current CashBack offer details and list of selected CashBack Merchants and applicable CashBack Rates and Caps available from time to time, please refer to the CashBack table on our website.

Where can I earn promotional CashBack?
ArrowCreated with Sketch.

From time to time, Mox may offer you the chance to earn CashBack at certain CashBack Rates for spending with selected CashBack Merchants. These promotional CashBack offers will only be available for a specific period of time and a Cap on the CashBack you may earn at the applicable CashBack Rates may apply.

For the current CashBack offer details and list of selected CashBack Merchants and applicable CashBack Rates and Caps available from time to time, please refer to the CashBack table on our website.

What happens once I have reached an applicable Cap?
ArrowCreated with Sketch.

Once you reach an applicable Cap, any eligible transactions at CashBack Merchant(s) with whom that Cap applies will earn CashBack at an applicable unlimited CashBack Rate. You can reach a Cap by spending with one or more CashBack Merchants. That is, you can use up the entire Cap with just one CashBack Merchant and won’t be able to enjoy the Cap with any other CashBack Merchant(s).

I didn’t receive the correct CashBack amount on my purchase. What do I do?
ArrowCreated with Sketch.

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 of my Cap have I used up?
ArrowCreated with Sketch.

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.

What happens if a single transaction would result in me earning more than an applicable Cap?
ArrowCreated with Sketch.

If a single eligible transaction results in you earning more than an applicable Cap, you will receive the promotional CashBack Rate up to the Cap and the applicable unlimited CashBack Rate on the remaining transaction value.

For example, assuming the applicable Cap for 5% CashBack is HKD250, and you haven’t yet earned any 5% CashBack on spending with Mox Credit during the CashBack offer period. A purchase of HKD6,000 may earn (HKD5,000 x 5%) + (HKD1,000 x 1%) = HKD260. Please refer to the CashBack terms and conditions in the Mox app or on our website for more information.

What happens to the CashBack I earned and applicable Cap if I refund a purchase for which I have received CashBack?
ArrowCreated with Sketch.

If you refund a purchase for which you have received 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 applicable Cap will not be adjusted, and the Cap will remain unchanged.

Please refer to the CashBack terms and conditions in the Mox app or on our website for more information.

If I purchase a CashBack Merchant’s product through another CashBack Merchant’s platform (i.e. through a third-party reseller), will I be able to receive CashBack twice?
ArrowCreated with Sketch.

No, the level of CashBack that you receive is determined based on 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 CashBack terms and conditions in the Mox app or on our website for more information.

How come I did not earn CashBack when I booked a service through a CashBack Merchant but paid for the service directly at the business?
ArrowCreated with Sketch.

Full payment must be made on the CashBack Merchant’s platform or outlet to be eligible for an applicable promotional CashBack Rate. Paying directly at the business (e.g. hotel, restaurant or taxi driver) will not be eligible for CashBack at the applicable promotional CashBack Rate.

For example, for Trip.com, when you choose to pay at the hotel, Trip.com will only use the Mox Card to make an authorisation to hold a booking instead of the actual purchase. In order to earn CashBack at the promotional CashBack Rate with Trip.com, you must choose to complete the payment on Trip.com’s website or mobile app, instead of paying at the hotel.

Do CashBack offers have an end date? When does the CashBack offer end?
ArrowCreated with Sketch.

Every promotional CashBack offer will have a beginning and end date. All eligible transactions authorised by us before the end of the CashBack offer period are entitled to CashBack at the applicable promotion CashBack Rate (subject to an applicable Cap).

For the current CashBack offer details and list of selected CashBack Merchants and applicable CashBack Rates and Caps available from time to time, please refer to the CashBack table on our website.

What happens to the CashBack I earned if I decide to close my Mox Account?
ArrowCreated with Sketch.

If you close your Mox Account within 12 months of when you first opened it, we reserve the right to deduct an amount up to the total amount of promotional CashBack paid or payable to you from your Mox Account.

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

Will my Cap refresh if I change between spending with Mox Credit and spending with your Mox Card from your Mox Account (or vice versa)?
ArrowCreated with Sketch.

No, your Cap will not be reset if you change between spending with Mox Credit and spending with your Mox Card from your Mox Account (or vice versa).

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

What is the Mox Bonus Promotion?
ArrowCreated with Sketch.

We are launching the Mox Bonus Promotion for our customers to earn a 1% p.a. HKD savings rate (including the 0.5% p.a. HKD base savings rate).

From 1 December 2021 to 31 January 2022, during each Challenge Period (other than the last day of that Challenge Period)¹, if a customer reaches monthly spending on their Mox Card of at least HKD6,000² and has at least one payroll transaction³ of at least HKD10,000 being credited to Mox Account in the past 35 days, the customer will be eligible to earn an additional 0.5% p.a. HKD savings rate on up to HKD500,000 of their total deposit balance held with Mox the next calendar day.

¹Customer will not be eligible to earn the bonus interest rate if both challenges are completed on the last day of each Challenge period.

²Eligible Card Transactions only. Only transactions showing as ‘completed’ in the Mox app (settled transactions) are counted.

³Eligible Payroll Transactions only. Only transactions shown under the ‘Salary’ category in the Mox app are counted.

Promotion terms and conditions apply.

What types of Mox Card transactions are not counted towards the Spending Challenge?
ArrowCreated with Sketch.

Examples of Mox Card transactions that are not counted towards the Spending Challenge are the same as those that are not eligible to earn CashBack. For details, please see clause 6.5(b) in Schedule 1 to the General Terms and Conditions (Terms and conditions for accounts and card management).

What types of payroll transactions are counted under the Payroll Challenge?
ArrowCreated with Sketch.

Eligible Payroll Transaction refers to a transaction where your employer credits your salary into your Mox Account either via FPS (Faster Payment System) or via ECG (Electronic Clearing) with of purpose type as of salary payment. Eligible Payroll Transactions will be shown under the category “Salary” on the Mox app. Standing instructions or other local electronic transfers will not be counted.

When will the interest I earn at the Bonus Rate be credited to my account(s) with Mox?
ArrowCreated with Sketch.

Interest you earn at the Bonus Rate will be calculated based on your eligible deposit balance held with us as at 23:59:59 Hong Kong time on the day after the Completion Day and will be credited to your Mox account(s) on a daily basis, together with the interest you earn at the Base Rate (i.e. the deposit interest rate that you enjoy without participating in the Mox Bonus Promotion), two days after the Completion Day.

If you fulfil the requirements of both challenges on the last day of a Challenge Period, you are not eligible to earn interest at the Bonus Rate.

Where can I see my progress on the Spending Challenge and Payroll Challenge for a Challenge Period?
ArrowCreated with Sketch.

Once the Mox Bonus Promotion starts on 1 December 2021, your progress for each challenge is tracked during each Challenge Period on a dedicated module, which can be found by tapping on the star in the top right corner of the Mox app. You can see effortlessly how much you have spent on your Mox Card and whether you have an eligible payroll transaction in the past 35 days as of the previous calendar day, as well as the interest rate you are currently earning.

I have already spent HKD6,000 on my Mox Card during a Challenge Period. Why am I not eligible for the bonus rate yet?
ArrowCreated with Sketch.

We will determine whether you have successfully completed the Spending Challenge and/or the Payroll Challenge during a Challenge Period as of 23:59:59 Hong Kong time on each day of that Challenge Period.

If you have completed the Payroll Challenge, you will be eligible to earn interest at the Bonus Rate once your eligible Mox card transactions of at least HKD6,000 have settled as per Mox’s internal systems in that Challenge period. The settlement process for a transaction generally takes a few days. Once a transaction is settled, its status will change from ‘pending’ to ‘completed’ in the Mox app.

Once I have completed the Payroll Challenge during a Challenge Period, is it considered completed for the remainder of that Challenge Period?
ArrowCreated with Sketch.

No, you are required to continue to complete the Payroll Challenge for the remainder of that Challenge Period, i.e. have an eligible payroll transaction of at least HK$10,000 within 35 days for the remaining days of that Challenge Period in order to be eligible to earn the interest at the Bonus Rate for the rest of that Challenge Period. This means that you will no longer have completed the Payroll Challenge on a day during a Challenge Period if the eligible payroll transaction of at least HKD10,000 has taken place more than 35 days prior to that day.

However, once Mox determines you have successfully completed the Spending Challenge during a Challenge Period, it will be complete for the remainder of that Challenge Period.

Why aren’t I eligible to earn interest at the Bonus Rate on my next-day deposit balance in my Mox account(s) if I complete the Payroll Challenge and Spending Challenge on the last day of a Challenge Period?
ArrowCreated with Sketch.

If you fulfil the requirements of both challenges on the last day of a Challenge Period, you are not eligible to earn interest at the Bonus Rate the next day because the day we calculate interest at the Bonus Rate (i.e. the next calendar day after the Completion Day) would fall outside of the relevant Challenge Period.

Can I earn Unlimited CashBack when I top up my Octopus using Apple Pay?
ArrowCreated with Sketch.

Yes. Top up your Octopus with Mox Credit using Apple Pay to enjoy 1% Unlimited CashBack or with your Mox Card from Mox Account to enjoy 0.5% Unlimited CashBack.

How can I enjoy the “Welcome Offer Promotion for New Octopus on iPhone and Apple Watch Customers”?
ArrowCreated with Sketch.

The “Welcome Offer Promotion for New Octopus on iPhone and Apple Watch Customers” is organised by Octopus Cards Limited and open to certain customers of Apple Pay using Apple Wallet. Please visit Octopus’ website for the details of this promotion including your eligibility to participate and the applicable terms and conditions. Please also note that your participation in this promotion is subject to the ‘Mox disclaimer’ set out on the Mox app and on our website (https://mox.com/legal-documents/mox-disclaimer/).

How can I enjoy the Mox Card with Apple Pay Promotion?
ArrowCreated with Sketch.

During the Promotion Period (from 19 November 2021 to 31 January 2022 or the date on which 6,000 Cash Rewards have been distributed by Mox), the first 6,000 Mox customers who apply and successfully onboard and top up their Octopus Card via iPhone or Apple Watch with Mox Card (from their Mox Account or with Mox Credit) during the Promotion Period will receive a HKD100 Cash Reward from Mox. First come, first served. For details, please refer to the Mox Card with Apple Pay Promotion offer page and the terms and conditions on our website, here.

How do I earn the cash reward for the “Mox x Tap & Go Promotion”?
ArrowCreated with Sketch.

There are a few steps you need to complete in order to earn the HKD200 cash reward:

  • First of all, you need to download the Mox app.
  • Then, during the Promotion Period, you need to successfully open a Mox Account for the first time using the “GoMox” invitation code.
  • Finally, you need to spend at least HKD200 in aggregate on your Mox Card (digital or physical, from your Mox Account or with Mox Credit) across one, or many, transactions during the period from your Mox Account opening date and the following 30 calendar days.

Within 30 calendar days of you meeting the spending requirement on your Mox Card (and those transactions having ‘settled’ per Mox’s records), Mox will credit the HKD200 cash reward directly into your Mox Account.

Remember, if you have ever held a Mox Account with the same HKID number at any time prior to opening your Mox Account using the “Go Mox” invitation code, you will not be eligible to participate in this Promotion.

Remember, purchases on your Mox Card can be made in-store, online or with Apple Pay or Google Pay. However, cash withdrawals, transfers via the Mox app and invalid, cancelled, refunded or reversed transactions will not count towards the HKD200 spending requirement.

You will automatically be entered into the HKD5,000 super cash reward lucky draw if you have met the Spend Requirement and your Successful Purchase Transaction(s) with an aggregate transaction value of at least HKD200 have settled before 4 October 2021. 50 winners of the Super Cash Reward Promotion will be selected at random by Mox.

How will I know whether I am eligible to receive a HKD100 Cash Reward?
ArrowCreated with Sketch.

Mox will notify you by push notification if you are eligible to receive a Cash Reward on the Thursday of each week.

What if I successfully open a Mox Account during the Promotion Period for the “Mox x Tap & Go Promotion” but I have not met the Spend Requirement?
ArrowCreated with Sketch.

If you spend less than HKD200 during the period from your Mox Account opening date and the following 30 calendar days, you won’t be entitled to the HKD200 cash reward or to be entered into the lucky draw for the HKD5,000 super cash reward.

I have completed the spending requirement for the “Mox x Tap & Go Promotion” already. Why haven’t I received the HKD200 cash reward?
ArrowCreated with Sketch.

The HKD200 cash rewards will only be credited into your Mox Account once the eligible Mox Card transaction(s) of at least HKD200 have ‘settled’ as per Mox’s internal systems. The settlement process for a transaction generally takes a few days. Once they are all complete, we will credit the HKD200 cash reward into your Mox account within 30 calendar days.

Please refer to the Promotion terms and conditions which can be found here.

For enquiries, please contact Mox Care at 2888-8228.

As an existing Mox customer, can I close my Mox Account and open a new Mox Account to take part in the “Mox x Tap & Go Promotion”?
ArrowCreated with Sketch.

No, neither an existing Mox customer nor a prior Mox customer who has had a Mox Account in the past can participate in “Mox x Tap & Go Promotion”. That means that even if you close your Mox Account and open a new Mox Account with the “GoMox” invitation code, you still won’t be eligible to earn a HKD200 cash reward or HKD5,000 super cash reward because you have previously been a Mox customer.

If I am eligible for a HKD100 Cash Reward, how long will it take for it to be credited to my Mox Account?
ArrowCreated with Sketch.

The Cash Reward will be credited to your Mox Account by Mox within 30 days of you receiving a push notification from Mox notifying you that you are eligible to receive the Cash Reward.

Is a refunded transaction on my Mox Card considered an eligible transaction that will go towards meeting the spending requirement for the “Mox x Tap & Go Promotion”?
ArrowCreated with Sketch.

No, we only count successful Mox Card purchase transaction(s) with a total transaction value of at least HKD200 which are made during the period from your Mox Account opening date and the following 30 calendar days. Cash withdrawals, transfers via the Mox app and invalid, cancelled, refunded or reversed transactions do not count towards the HKD200 spending requirement.

What is the “Mox x Tap & Go Promotion”?
ArrowCreated with Sketch.

Mox is launching two exciting offers for Tap & Go^ users and Hong Kong consumers to earn up to HK$5,200* in cash rewards:

Cash Reward Promotion:

Starting from 19 July 2021, the first 20,000 new customers of Mox who open a Mox Account for the first time using the invitation code “GoMox” will receive a HKD 200 cash reward from Mox upon spending HKD 200 in aggregate on their Mox Card during the period from their Mox Account opening date and the following 30 calendar days. The HKD 200 reward will be credited into their Mox Account within 30 calendar days of being eligible for it. The Cash Reward Promotion will end on the earlier of 29 September 2021 or the date on which the “GoMox” invitation code has been used by 20,000 individuals to successfully open a Mox Account (both dates inclusive).

Super Cash Reward Promotion:

Mox customers who meet the Spend Requirement and whose Successful Purchase Transaction(s) with an aggregate transaction value of at least HKD200 have settled before 4 October 2021 will be automatically entered into a lucky draw which will take place in the week commencing 4 October 2021, whereby 50 of them will be selected at random by Mox to each receive a HKD 5,000 super cash reward.

*This Promotion is subject to terms and conditions which can be found here.

^Tap & Go is operated by HKT Payment Limited (Stored Value Facilities License Number: SVF0002) and subject to its relevant terms and conditions.

How come I was not able to enter the “GoMox” invitation code into the Mox app when I applied to open a Mox Account?
ArrowCreated with Sketch.

If you see an error message, it may be that you have entered an incorrect invitation code, are not using Mox app version 1.4.3. or above, or that the quota for the use of the “GoMox” invitation code has been met. Please refer to the Promotion terms and conditions which can be found here.

For enquiries, please contact Mox Care at 2888-8228.

When will the Promotion Period end for the “Mox x Tap & Go Promotion”?
ArrowCreated with Sketch.

The Cash Reward Promotion will begin on 19 July 2021 and end on the earlier of 29 September 2021 or the date on which the “GoMox” invitation code has been used by 20,000 individuals to successfully open a Mox Account (both dates inclusive).

The lucky draw for the Super Cash Reward will take place in the week commencing 4 October 2021. 50 winners of the Super Cash Reward will be selected at random by Mox.

For more details, please refer to the Promotion terms and conditions which can be found here.

How can I invite my friends to join the Mox Referral Programme?
ArrowCreated with Sketch.

There are two steps you need to complete during the Promotion Period to refer your friends to join the Mox Referral Programme:

  1. Tap on the star icon in the upper right corner on the homepage of your Mox app and go to the ‘Discover’ page, or open the side menu from the Home tab and tap on ‘Invite friends’.
  2. Press the ‘Invite now’ button to send your unique Invitation Code for the Mox Referral Programme to your friends.

Remind your friends to input your Invitation Code when they open a Mox Account.

How can I earn cash rewards?
ArrowCreated with Sketch.

There are three steps you and your friend need to complete so that you both earn cash Rewards:

  1. During the Promotion Period, you need to share your unique Invitation Code for the Mox Referral Programme from your Mox app with your friends, and ask them to input it when they open a Mox Account. Remember: your friends must open their Mox Account during the Promotion Period.
  2. Remind your friends to spend at least HKD200 with their digital or physical Mox Card, from their Mox Account or with Mox Credit, across one, or many, transactions during the period from their Mox Account opening date and the following 30 days.
  3. Following each Successful Referral, Mox will credit the cash rewards directly into both your and your friend's Mox Accounts.

Remember, purchases can be made in-store, online, with Apple Pay or Google Pay. But cash withdrawals, money transfers via the Mox app and invalid, cancelled, refunded or reversed transactions do not count towards the HKD200 spending requirement.

Terms and Conditions apply. Please refer to the details about the Mox Referral Programme under the ‘Discover’ page (the star icon in the upper right corner of the homepage) in your Mox app.

How much can I earn for each Successful Referral?
ArrowCreated with Sketch.

As a Referrer, you can earn from HKD100 to HKD300 for each Successful Referral if your friend meets the spending requirement.

After the first five Successful Referrals, you can still earn HKD100 for each subsequent Successful Referral if your friend meets the spending requirement. See the following table for more details:

Number of Successful Referrals Reward for you Reward for your friend who has applied for Mox Credit Reward for your friend who has not applied for Mox Credit
1st HKD100 HKD200 HKD50
2nd HKD150 HKD200 HKD50
3rd HKD200 HKD200 HKD50
4th HKD250 HKD200 HKD50
5th HKD300 HKD200 HKD50
6th and onwards HKD100 HKD200 HKD50

Terms and Conditions apply. Please refer to the details about the Mox Referral Programme under the ‘Discover’ page (the star icon in the upper right corner of the homepage) in your Mox app.

What if my friends have successfully opened a Mox Account during the Promotion Period but have not met the spending requirement?
ArrowCreated with Sketch.

If your friends spend less than HKD200 during the period from their Mox Account opening date and the following 30 days, neither you nor your friends will be entitled to the cash rewards. Do remember to remind your friends to meet the spending requirement so both of you can earn the cash rewards.

My friend completed the spending requirement. Why haven’t I received the cash rewards?
ArrowCreated with Sketch.

The cash rewards will only be credited to your and your friend’s Mox Accounts once your friend’s transactions of at least HKD200 on their Mox Card have settled as per our internal systems. The settlement process generally takes a few days. Once it’s complete, we will credit the cash rewards to your and your friend’s Mox Accounts.

How can I find out the total amount of cash rewards I have earned from the Mox Referral Programme so far?
ArrowCreated with Sketch.

You can find out how much in cash rewards you’ve earned from the Mox Referral Programmes under the ‘Discover’ page (the star icon in the upper right corner of the homepage) in your Mox app.

As an existing Mox customer, can I close my Mox Account and open a new Mox Account using an Invitation Code to earn the cash rewards from the Mox Referral Programme?
ArrowCreated with Sketch.

No, an existing Mox customer can only participate as a Referrer in the Mox Referral Programme. Even if you close your Mox Account and open a new Mox Account with your own, or another, Invitation Code, you still won’t be eligible to earn the cash rewards because you were previously a Mox customer.

The same applies once a Referee becomes a Mox customer - they cannot be referred more than once but can participate as a Referrer in the Mox Referral Programme if they choose to.

Where do I enter my Referrer’s Invitation Code when I open my Mox Account?
ArrowCreated with Sketch.

After downloading your Mox app (version 1.5.4 or higher), you can input your Referrer’s Invitation Code on the first screen when you apply for your Mox Account.

Is a card refund considered an eligible transaction that will go towards meeting the spending requirement?
ArrowCreated with Sketch.

No, we only count successful Mox Card purchase transaction(s) with a total transaction value of at least HKD200 which are made during the period from the Referee’s Mox Account opening date and the following 30 days. Cash withdrawals, money transfers via the Mox app and invalid, cancelled, refunded or reversed transactions do not count towards the HKD200 spending requirement.

I have already spent over HKD200 on my Mox Card so why did I still receive a notification telling me that I need to spend more in order to receive a HKD200 cash reward?
ArrowCreated with Sketch.

This might be due to the time gap between the notification being sent and when our system calculates the spending requirement. Please check the Dashboard in the Mox app again later.

If you have any queries, please contact our Customer Care Team via the Mox app’s in-app call or live chat. We’re always here to help.

I am a Referee and I have applied for Mox Credit but my application was rejected. Am I still eligible for the HKD200 cash reward?
ArrowCreated with Sketch.

Yes, if you have applied for Mox Credit prior to settlement of your HKD200 spending on your Mox Card, you are still eligible for the HKD200 cash reward.

How can I join the lucky draw to win a metal Mox Card?
ArrowCreated with Sketch.

Each Referrer who has successfully referred a friend to open a Mox Account from 1 September to 30 September 2021 and has received the corresponding cash reward before 8 November 2021 will be entered into a lucky draw by Mox up to 5 times, whereby 1,000 of them will be selected at random by Mox to each receive a metal Mox Card.

If I have a metal Mox Card already, can I still join the lucky draw?
ArrowCreated with Sketch.

Yes, but if you are selected as a lucky draw winner and you already have a metal Mox Card, you will instead receive a HKD350 foodpanda voucher from Mox.

If I win a metal Mox Card, can I give it to my friend?
ArrowCreated with Sketch.

No, a metal Mox Card is non-transferrable and you can’t exchange it with any other reward, benefit or right.

Am I eligible to join the lucky draw to get a metal Mox Card if my referred friend did not apply for Mox Credit?
ArrowCreated with Sketch.

Yes, provided that your referred friend has opened a Mox Account with your Invitation Code and has met the spending requirement and you have received the corresponding cash reward before 8 November 2021, regardless of whether your friend has applied to Mox Credit, you are eligible to join the lucky draw and win a metal Mox Card.

When will I know if I have won a metal Mox Card?
ArrowCreated with Sketch.

The metal Mox Card Reward lucky draw will take place during the week commencing 8 November 2021, and the 1,000 winners will receive a notification email from Mox right after the lucky draw with details about how to replace their existing Mox Card to the metal Mox Card or the foodpanda voucher (whichever applies to the winner).

What is the “EARN200 Promotion”? 
ArrowCreated with Sketch.

Mox is launching two exciting offers for new customers to earn up to HKD200 and have the chance to win up to HKD110,000 in cash rewards*:

EARN200 Invitation Code Promotion:

Starting from 14 September 2021, new customers of Mox who open a Mox Account successfully for the first time using the Invitation Code “EARN200” will receive a HKD200 cash reward from Mox upon spending HKD200 in aggregate on their Mox Card during the period from their Mox Account opening date and the following 30 days. The HKD200 reward will be credited into their Mox Account within 30 days of being eligible for it. EARN200 Invitation Code Promotion ends on 30 November 2021 (both dates inclusive).

EARN200 Lucky Draw Promotion:

The EARN200 Lucky Draw Promotion involves six “Weekly Lucky Draws” and one “Grand Prize Lucky Draw”. Customers who open a Mox Account successfully for the first time using the Invitation Code “EARN200” on or before 16 November 2021 will be entitled to one automatic entry (with one chance) into a Weekly Lucky Draw by Mox. Five winners will be selected at random by Mox in each Weekly Lucky Draw during the period from 15 October 2021 to 18 November 2021 and each winner will receive a Super Cash Reward of HKD10,000, which will be credited into their Mox Account by Mox within 15 business days of the corresponding lucky draw date.

If participants didn’t win the Super Cash Reward in a Weekly Lucky Draw, they will be automatically entered into subsequent Weekly Lucky Draws and have the chance to win a Super Cash Reward in each such subsequent Weekly Lucky Draw they have not won. Furthermore, customers who have successfully opened a Mox Account using the Invitation Code “EARN200” by 16 November 2021, met the Spend Requirement as required pursuant to the EARN200 Invitation Code Promotion on or before 15 December 2021 AND have received the HKD200 cash reward from the EARN200 Invitation Code Promotion on or before 14 January 2022 will be automatically entered into the Grand Prize Lucky Draw which will take place on 17 January 2022, whereby one Grand Prize Lucky Draw winner will be selected at random by Mox to receive a HKD100,000 Grand Prize Cash Reward.

*This Promotion is subject to terms and conditions of EARN200 Invitation Code Promotion and EARN200 Lucky Draw Promotion.

How do I earn the Cash Reward for the “EARN200 Invitation Code Promotion”?
ArrowCreated with Sketch.

There are a few steps you need to complete in order to earn the HKD200 cash reward:

  1. Download the Mox app.
  2. Open a Mox Account for the first time successfully using the “EARN200” Invitation Code.
  3. Spend at least HKD200 in aggregate on your Mox Card (digital or physical, from your Mox Account or with Mox Credit) across one, or many, transactions during the period from your Mox Account opening date and the following 30 days.

Within 30 days of your meeting of the Spend Requirement on your Mox Card (and those transactions having ‘settled’ per Mox’s records), Mox will credit the HKD200 cash reward directly into your Mox Account.

Remember: If you have ever held a Mox Account with the same HKID number at any time prior to opening your Mox Account using the “EARN200” Invitation Code, you will not be eligible to participate in this Promotion.

Remember: Purchases on your Mox Card can be made in-store, online or with Apple Pay or Google Pay. However, cash withdrawals, transfers via the Mox app and invalid, cancelled, refunded or reversed transactions will not be counted towards the HKD200 Spend Requirement.

How do I enroll in the Weekly Lucky Draw and the Grand Prize Lucky Draw of the “EARN200 Lucky Draw Promotion”?
ArrowCreated with Sketch.

To be entitled to enter into a “Weekly Lucky Draw”:

  1. Open a Mox Account for the first time successfully using the “EARN200” Invitation Code by 16 November 2021.

To be entitled to enter into the “Grand Prize Lucky Draw”:

  1. Open a Mox Account for the first time successfully using the “EARN200” Invitation Code by 16 November 2021;
  2. Spend at least HKD200 in aggregate on your Mox Card (digital or physical, from your Mox Account or with Mox Credit) across one, or many, transactions during the period from your Mox Account opening date and the following 30 days, and on or before 15 December 2021.
  3. Receive the HKD200 Cash Reward pursuant to the EARN200 Invitation Code Promotion on or before 14 January 2022.
What if I successfully open a Mox Account during the Promotion Period for the “EARN200 Promotion” but I have not met the Spend Requirement?
ArrowCreated with Sketch.

If you spend less than HKD200 during the period from your Mox Account opening date and the following 30 days, you won’t be entitled to the HKD200 cash reward or to be entered into the Grand Prize Lucky Draw for the HKD100,000 Grand Prize Cash Reward. However, you will still be eligible for entry into each Weekly Lucky Draws subsequent to the opening of your Mox Account using the EARN200 Invitation Code (provided you have not already won a Weekly Lucky Draw).

I have successfully opened a Mox Account during the Promotion Period with the “EARN200” Invitation Code. How do I know which Weekly Lucky Draw will I be entered into?
ArrowCreated with Sketch.

After you have successfully opened a Mox Account with the EARN200 Invitation Code in accordance with the EARN200 Invitation Code Promotion terms and conditions (“Action 1”), you will be automatically entered into each subsequent Weekly Lucky Draw in accordance with the below table:

Lucky Draw Number Lucky Draw Date Eligibility for entry into corresponding Lucky Draw
1ˢᵗ Weekly Lucky Draw 15 October 2021 Complete Action 1 at or before 23:59 on 12 October 2021
2ⁿᵈ Weekly Lucky Draw 21 October 2021 Complete Action 1 at or before 23:59 on 19 October 2021
3ʳᵈ Weekly Lucky Draw 28 October 2021 Complete Action 1 at or before 23:59 on 26 October 2021
4ᵗʰ Weekly Lucky Draw 4 November 2021 Complete Action 1 at or before 23:59 on 2 November 2021
5ᵗʰ Weekly Lucky Draw 11 November 2021 Complete Action 1 at or before 23:59 on 9 November 2021
6ᵗʰ Weekly Lucky Draw 18 November 2021 Complete Action 1 at or before 23:59 on 16 November 2021

Remember: if you have fulfilled the Spend Requirement of the “EARN200 Invitation Code Promotion” on or before 15 December 2021 and have received the cash reward before 14 January 2022, you will also be automatically entered into the Grand Prize Lucky Draw on 17 January 2022 and be entitled to a chance of winning the HKD100,000 Grand Prize Cash Reward.

When will the Weekly Lucky Draws and Grand Prize Lucky Draw take place?
ArrowCreated with Sketch.

The Promotion involves six Weekly Lucky Draws and one Grand Prize Lucky Draw as set out below:

Lucky Draw Number Lucky Draw Date
1ˢᵗ Weekly Lucky Draw 15 October 2021
2ⁿᵈ Weekly Lucky Draw 21 October 2021
3ʳᵈ Weekly Lucky Draw 28 October 2021
4ᵗʰ Weekly Lucky Draw 4 November 2021
5ᵗʰ Weekly Lucky Draw 11 November 2021
6ᵗʰ Weekly Lucky Draw 18 November 2021
Grand Prize Lucky Draw 17 January 2022
I have completed the Spend Requirement for the “EARN200 Promotion” already. Why haven’t I received the HKD200 cash reward?
ArrowCreated with Sketch.

You will only be entitled to the HKD200 cash reward when the eligible Mox Card transaction(s) of at least HKD200 have ‘settled’ as per Mox’s internal systems. The settlement process for a transaction generally takes a few business days. Once they are all complete, we will credit the HKD200 cash reward into your Mox account within 30 days.

This Promotion is subject to terms and conditions of EARN200 Invitation Code Promotion and EARN200 Lucky Draw Promotion.

For enquiries, please contact our Customer Care Team at 2888-8228.

If I was selected one of the winners in a Weekly Lucky Draw, will I be eligible for the other Weekly Lucky Draws and the Grand Prize Lucky Draw?
ArrowCreated with Sketch.

If you were selected as one of the winners in a Weekly Lucky Draw, you will no longer be eligible for entry into any subsequent Weekly Lucky Draws. However, you can still be eligible for entry into the Grand Prize Lucky Draw if you have fulfilled the relating requirements.

As an existing Mox customer, can I close my Mox Account and open a new Mox Account to take part in the “EARN200 Promotion”?
ArrowCreated with Sketch.

No, neither an existing Mox customer nor a prior Mox customer who has had a Mox Account in the past can participate in “EARN200 Promotion”. That means that even if you close your Mox Account and open a new Mox Account with the “EARN200” Invitation Code, you still won’t be eligible to earn the HKD200 cash reward or win the HKD10,000 Super Cash Reward or the HKD100,000 Grand Prize Cash Reward because you have previously been a Mox customer.

Is a refunded transaction on my Mox Card considered an eligible transaction that will go towards meeting the Spend Requirement for the “EARN200 Promotion”?
ArrowCreated with Sketch.

No, we only count successful Mox Card purchase transaction(s) with a total transaction value of at least HKD200 which are made during the period from your Mox Account opening date and the following 30 days. Cash withdrawals, transfers via the Mox app and invalid, cancelled, refunded or reversed transactions do not count towards the HKD200 Spend Requirement.

How come I was not able to enter the “EARN200” Invitation Code into the Mox app when I applied to open a Mox Account?
ArrowCreated with Sketch.

If you see an error message, it may be that you have entered an incorrect invitation code, or you are not using Mox app version 1.4.3. or above. Please refer to the Promotion terms and conditions of EARN200 Invitation Code Promotion and EARN200 Lucky Draw Promotion.

For enquiries, please contact our Customer Care Team at 2888-8228.

When will I know if I have won a Super Cash Reward and/or Grand Prize Cash Reward?
ArrowCreated with Sketch.

Winners of the Weekly Lucky Draws and Grand Prize Lucky Draw will receive a notification email from Mox within 2 business days of each corresponding lucky draw date.

When and how will I receive the Cash Reward, Super Cash Reward and/or Grand Prize Cash Reward?
ArrowCreated with Sketch.

For Cash Rewards:

Cash Rewards will be credited into each Successful Participant’s Mox Account by Mox within 30 days upon meeting the Spend Requirement of the EARN 200 Invitation Code Promotion.

For Super Cash Rewards and the Grand Prize Cash Reward:

Each of the winners will receive the Super Cash Reward or Grand Prize Cash Reward into their Mox Account by Mox within 15 business days of the corresponding lucky draw date.

What will happen to my existing Mox Card if my Mox Credit application is approved?
ArrowCreated with Sketch.

Once your Mox Credit application is approved, your Mox Card will be converted into Mox Credit immediately. This means you can use your Mox Card to spend with Mox Credit, instead of using your Mox Card to debit from your Mox Account. We will not issue you a new card.

Your account number for Mox Credit will be your 16 digit Mox Card number. This means that all your spending, subscriptions (e.g. gym membership etc.) and recurring payments will be charged to Mox Credit instead of your Mox Account.

All the CashBack you earn from eligible transactions on Mox Credit will be credited to your Mox Account.

For local and overseas JETCO or Mastercard ATM withdrawal, you can select to withdraw money on debit from your Mox Account or by obtaining a cash advance* on Mox Credit.

Note*: Please refer to the Key Facts Statement for Mox Credit on the Mox app and our website for details of the interest, fees and charges applicable to cash advances on Mox Credit.

What should I do if I successfully open a Mox Account but my Mox Credit application is either unsuccessful or under review?
ArrowCreated with Sketch.

Whether your Mox Credit application is unsuccessful or you’re still waiting for a decision, you can spend and withdraw cash by using your Mox Card to debit from your Mox Account.

While your Mox Credit application is under review, all your spending, subscriptions (e.g. gym membership etc.) and recurring payments will be charged to your Mox Account and all the CashBack you earn from eligible transactions will be credited to your Mox Account.

If you want to withdraw cash from your Mox Account, you can do so at more than 2,000 JETCO ATMs in Hong Kong and overseas, or at over 2.6 million ATMs worldwide that accept Mastercard.

How long does it take to approve my Mox Credit application?
ArrowCreated with Sketch.

You’ll receive a decision on your Mox Credit application instantly. We will either tell you your application has been approved, rejected or that we need more time or documents from you.

Once your Mox Credit application is approved, Mox Credit is ready to use right away.

In some cases, we may need more time, or we may require additional information from you in order to process your Mox Credit application. The approval time for Mox Credit is subject to a customer’s individual circumstances.

To track your Mox Credit application status, go to the ‘Credit’ tab in the Mox app.

Am I eligible to apply for Mox Credit if I’m not employed?
ArrowCreated with Sketch.

Yes, you can still apply for Mox Credit if you are not employed. We might ask you to provide additional documents to process your Mox Credit application. We prudently evaluate each Mox Credit application based on a number of criteria such as income levels, occupation, and credit history.

Why was my Mox Credit application unsuccessful?
ArrowCreated with Sketch.

We’re sorry that your Mox Credit application was unsuccessful. The good news is that you can continue to use your Mox Card to debit from your Mox Account.

We prudently evaluate each Mox Credit application based on a number of criteria such as income levels, occupation, and credit history. Please contact us through in-app call or live chat in the Mox app if you have any queries regarding your Mox Credit application.

If I apply for both a Mox Account and Mox Credit, will I be accepted only on Mox Credit?
ArrowCreated with Sketch.

No, in order to have Mox Credit you must also have a Mox Account. We’ll process your Mox Credit application immediately after your Mox Account is approved and opened.

What kind of documents are acceptable as an income, asset or address proof?
ArrowCreated with Sketch.

If additional documents are required to process your Mox Credit application, we’ll show you the acceptable criteria for the documents we require in the Mox app.

If I don’t have the required document with me to complete my Mox Credit application, can I upload the document later?
ArrowCreated with Sketch.

Yes, you can simply return to the Mox app to upload your document(s) within 24 days from the date you applied for Mox Credit.

My Mox Credit application has just been approved. Do I need to do anything to activate Mox Credit or change the settings of my Mox Card in my digital wallet?
ArrowCreated with Sketch.

If you’ve already activated your physical Mox Card and added your Mox Card to a digital wallet then you don’t need to do anything. All your spending, subscriptions (e.g. gym membership etc.) and recurring payments will be charged to Mox Credit. Same card, new use!

If you haven’t activated your physical Mox Card or linked it to a digital wallet yet, we encourage you to do so. Once you do so, your physical Mox Card and digital wallet will be linked to Mox Credit automatically.

How does the transaction status – ‘pending’ and ‘confirmed’ – affect me?
ArrowCreated with Sketch.

When your transaction status shows ‘pending’, your ‘available to spend’ will be reduced by the authorised amount, and your ‘credit spent’ will be increased by the authorised amount.

When the transaction status shows ‘completed’, your ‘available to spend’ and ‘credit spent’ will be updated if the settlement amount of the transaction is different from your authorised amount.

Why is the account number of Mox Credit not printed on my statement?
ArrowCreated with Sketch.

To protect your privacy, we don't show your account number on your Mox Credit statement. To view your Mox Card details on your Mox app, you can:

  1. Tap ‘View details’ on the home screen
  2. Choose ‘View card number’ on the Mox Card
How can I view my Mox Credit statement?
ArrowCreated with Sketch.

To view your Mox Credit statement in the Mox app, you can:

  1. Select the 'Credit’ tab
  2. Click into your Mox Credit account details and tap the ‘View Statements’ button

We’ll also send a push notification to you when your Mox Credit statement is available.

How can I request a Mox Credit paper statement?
ArrowCreated with Sketch.

Save the planet and view and download your statements from the Mox app where possible.

If you’d like to receive paper statements, please contact us via in-app call or live chat in the Mox app. A fee of HKD50 per statement applies (deducted from your Mox Account).

How can I pay my Mox Credit?
ArrowCreated with Sketch.

You can pay your Mox Credit from your Mox Account each time, or set up a recurring payment rule to pay your Mox Credit from your Mox Account.

To pay your Mox Credit, you can:

  1. Select the ‘Credit’ tab
  2. Click into Mox Credit account details
  3. Tap ‘Pay’ to initiate your repayment and follow the onscreen instructions

To set up a recurring repayment rule to pay your Mox Credit, you can:

  1. Select the ‘Credit’ tab
  2. Click into Mox Credit account details
  3. Tap ‘Add a recurring payment rule’ to initiate your repayment and follow the onscreen instructions

Friendly reminder: You can also select any date and repay any amount you wish when setting up a recurring payment rule for your Mox Credit.

How much and when do I need to pay my Mox Credit to avoid incurring interest?
ArrowCreated with Sketch.

Simply pay your Mox Credit ‘Statement balance’ on or before the Payment Due Date, both of which are shown on your Mox Credit statement, to avoid incurring interest.

Why should I care about my Minimum Amount Due?
ArrowCreated with Sketch.

The Minimum Amount Due is the minimum amount you need to pay us so you can keep spending on Mox Credit. If it’s overdue we may need to report this to the credit bureau, and restrict how you can use the accounts you have with us.

To learn how we calculate your Minimum Amount Due please refer to the Key Facts Statement for Mox Credit on the Mox app and our website or repayment calculator in the Mox app.

What do I need to do if I’ve set up direct debit authorisation (DDA) from external banks to my Mox Account, but my Mox Card number has been changed?
ArrowCreated with Sketch.

If you’ve set up a direct debit authorisation (DDA) to your Mox Account, there would be no impact to the DDA you have previously set up because your Mox Card number will not change if you have Mox Credit.

How can I cancel a recurring repayment from my Mox Account to Mox Credit?
ArrowCreated with Sketch.

To cancel a recurring repayment from your Mox Account to Mox Credit, you can:

  1. Select the ‘Credit’ tab
  2. Click into Mox Credit account details
  3. Follow the onscreen instructions about recurring payment you have set up under ‘Rules’
  4. Tap ‘Remove'
How do I know if I’ve been charged interest?
ArrowCreated with Sketch.

You can either check the ‘Activity’ list in the Mox app, or on your Mox Credit statement.

Friendly reminder: You can view the interest rates for different transaction categories on the Key Facts Statement for Mox Credit on the Mox app and our website.

What fees will I be charged for using Mox Credit, and where can I view the details of these fees?
ArrowCreated with Sketch.

You can view the fees and charges applicable to Mox Credit on the ‘Fees and Charges’ section in the Mox app and on our website, as well as the Key Facts Statement for Mox Credit.

To check whether you’ve been charged a fee for using Mox Credit, either go to the ‘Activity’ list in the Mox app (to see real time the fees you have incurred), or look at your Mox Credit statement (to see the fees we have billed you).

Where can I make a cash advance, and what’s my limit for cash advances?
ArrowCreated with Sketch.

You can obtain a cash advance by withdrawing money at local and overseas JETCO and Mastercard ATMs using your Mox Card and selecting a ‘credit’ withdrawal on the ATM screen. The cash advance amount that you can acquire is up to your cash advance limit.

Friendly reminder: A cash advance fee of HKD100 or 3% of the cash advance amount, whichever is higher, will be applied to each cash advance transaction on Mox Credit. Interest per the Key Facts Statement for Mox Credit may also apply to your cash advance.

Can I transfer a positive Mox Credit balance to my Mox Account?
ArrowCreated with Sketch.

Yes, you can do so by clicking into your Mox Credit account details page on the Mox app and tapping ‘Move positive balance’ to transfer your positive Mox Credit balance to your Mox Account.

Friendly reminder: You can only transfer your entire positive Mox Credit balance to your Mox Account at any given time.

How can I reduce my credit limit?
ArrowCreated with Sketch.

If you wish to reduce your credit limit for Mox Credit, please contact us through our in-app call or live chat.

Friendly reminder: Once we’ve accepted your request to lower your credit limit for Mox Credit, you won’t be able to increase it back to the higher credit limit.

What is the maximum credit limit I can get?
ArrowCreated with Sketch.

Your maximum credit limit for Mox Credit depends on many factors, including your monthly income, occupation and credit record.

Can I close my Mox Account but keep Mox Credit?
ArrowCreated with Sketch.

No, you can’t. To use Mox Credit, you must have a Mox Account.

What is HKT Autopay Switch?
ArrowCreated with Sketch.

HKT Autopay Switch allows you to conveniently update automatic payment of your HKT bills registered under your HKID number to Mox Credit by using the Mox app. Mox will submit, on your behalf, the instruction to HKT and its affiliates to update payment instructions.

How do I switch my HKT bills to Mox Credit?
ArrowCreated with Sketch.

HKT Autopay Switch is only available to Mox Credit customers who have been paying their HKT bills automatically with other credit cards. In order to switch your HKT bills to Mox Credit:

  1. Click “View details” on the Mox Card in the Mox app, then press “Switch” under “HKT Autopay Switch”
  2. Authorise us to pass your information (e.g. HKID number and Mox Card details) to, and retrieve information (e.g. service accounts) from HKT
  3. Select the HKT services you would like to pay for with Mox Credit, and click “Next”.
  4. Review the account numbers match those you would like to switch, and click “Confirm”.

Upon completion, we will submit your request to HKT. Please allow 10 days for HKT to process your request. Your HKT service provider(s) will notify you once your instruction has been accepted and processed.

Friendly reminder: You can only submit another HKT Autopay Switch request in the Mox app 24 hours after your previous request. If you’ve any questions, please contact HKT at 1000.

Which of my HKT bills can I switch to Mox Credit using HKT Autopay Switch?
ArrowCreated with Sketch.

At the moment, the HKT bills you can switch include those bills with:

  1. 1O1O
  2. csl
  3. NETVIGATOR
  4. Now TV
  5. HKT Home Phone (including IDD0060)
  6. HKT eye (including IDD0060)

Friendly reminder: Certain bills of these providers are not eligible for HKT Autopay Switch, as determined by HKT Group. For more details, please contact HKT at 1000.

I have clicked “Submit” on the Mox app for HKT Autopay Switch. Will my next bill be charged to Mox Credit?
ArrowCreated with Sketch.

Mox will submit your completed request at the end of each business day to HKT. HKT will usually take 10 days to process your request. After the request is completed, your next bill will be charged to Mox Credit. If your next bill has already cut-off before receiving HKT’s confirmation, your next bill will be charged to Mox
Account.

For more information, please contact HKT at 1000

I’m a HKT Autopay Switch user. If I have lost or replaced my Mox Card, do I need to contact HKT?
ArrowCreated with Sketch.

If you have replaced your Mox Card or been assigned a new Mox Card number, please contact HKT at 1000 to update your Mox Card information.

I’m a HKT Autopay Switch user. If I’ve cancelled Mox Credit or my Mox Account, what should I do about my affected HKT bills?
ArrowCreated with Sketch.

In the event you have cancelled Mox Credit or your Mox Account, please contact HKT at 1000 to change your payment instructions to another credit card for each of your HKT services.

I’m a HKT Autopay Switch user. How could I cancel my HKT Autopay Switch request?
ArrowCreated with Sketch.

Please contact HKT at 1000 to amend or cancel your HKT Autopay Switch request.

When can I split a purchase on Mox Credit?
ArrowCreated with Sketch.

If you want to pay for an eligible Mox Credit transaction of HKD400 or more in instalments you can apply to split that purchase. You can start a Split Purchase application by clicking ‘Split now’ under the Mox Credit transaction details. Once a Split Purchase is approved and set up, a one-off fee and the monthly instalments are charged to your Mox Credit statement.

Are all Mox Credit transactions eligible for Split Purchase?
ArrowCreated with Sketch.

No, please refer to Part A of Schedule 3 to our General terms and conditions for examples of Mox Credit transactions that will not be eligible for Split Purchase.

You will see the Split Purchase button in the Mox app next to those Mox Credit transactions that are eligible for Split Purchase.

Can I apply for Split Purchase on only a partial amount of my Mox Credit transaction?
ArrowCreated with Sketch.

No, we currently only allow applications for Split Purchase on the full amount of an eligible Mox Credit transaction.

Can I group multiple Mox Credit transactions which are over the minimum amount for a Split Purchase and apply for Split Purchase on that group of transactions?
ArrowCreated with Sketch.

No, we currently only allow applications for Split Purchase on a single eligible Mox Credit transaction. You must apply for a Split Purchase on each eligible Mox Credit transaction, one at a time.

Can I apply for a Split Purchase on my Mox Card transactions from my Mox Account?
ArrowCreated with Sketch.

No, Split Purchase is only available on eligible Mox Credit transactions.

Can I have multiple Split Purchases active at the same time? Is there any limit?
ArrowCreated with Sketch.

Yes, but at the moment, you can’t have any more than 5 Split Purchases and Instant Loans active at the same time. If you do, and you would like to split another purchase on Mox Credit, you will need to repay one of your existing Split Purchases or Instant Loans early to close such loans before you apply for another Split Purchase.

Am I eligible to apply for a Split Purchase if I am unemployed / retired / a student?
ArrowCreated with Sketch.

You can apply for a Split Purchase if you have Mox Credit. If there is a change in your personal circumstances, you should update them in the Mox app.

Can I apply for Split Purchase on a cash advance transaction?
ArrowCreated with Sketch.

No, we do not support Split Purchases on cash advance transactions.

Can I apply for a Split Purchase if the transaction shows as ‘Pending’ in the Mox app?
ArrowCreated with Sketch.

Yes, you can apply for a Split Purchase on an eligible Mox Credit transaction that shows as ‘Pending’ in the Mox app if the Split Purchase button appears next to that ‘Pending’ Mox Credit transaction in the Mox app. If your Split Purchase on a ‘Pending’ transaction is approved and the Mox Credit transaction shows as ‘completed’ in the Mox app, the Split Purchase will be set up straight away if you have sufficient 'Available to spend' on Mox Credit for paying the one-off fee and monthly instalments.

How long does it take to approve my Split Purchase application?
ArrowCreated with Sketch.

Most of the time you’ll receive a decision on your Split Purchase application instantly. We will either tell you your application has been approved or rejected. If you application is approved and set up, we’ll charge the one-off fee for the Split Purchase to your Mox Credit straight away, and your purchase will be split into monthly instalments immediately (and the monthly instalments will be charged to your Mox Credit from the next month).

Am I required to upload documents for a Split Purchase?
ArrowCreated with Sketch.

No, Split Purchase applications are either approved or declined based on information you have already provided us.

Can I change my loan amount or the number of months for the Split Purchase after it has been approved?
ArrowCreated with Sketch.

No, you cannot change the loan amount (because it reflects the amount of the eligible Mox Credit transaction) or the number of months for the Split Purchase after you have submitted your application. Your application will be approved or rejected based on the number of months you have selected to split that eligible Mox Credit transaction.

We recommend that you carefully go through the details of the Split Purchase you are applying for on the ‘Confirmation page' before submitting your application.

You may however:

  • apply for another Split Purchase if you need; or
  • repay your Split Purchase early to close the Split Purchase (subject to an early repayment fee).
My Split Purchase has been approved on a ‘Pending’ Mox Credit transaction and I am waiting for the transaction to appear as ‘Completed’ in the Mox app. Do I need to do anything?
ArrowCreated with Sketch.

No, you don’t need to do anything. The Split Purchase will only be set up once that transaction is settled by the merchant (and provided at the time of settlement, the transaction does not constitute an ineligible Mox Credit transaction (for example, it doesn’t yet show on your Mox Credit statement)). This may take up to 7 days. We’ll let you know once the Split Purchase is set up.

Why was my Split Purchase on a ‘Pending’ Mox Credit transaction cancelled?
ArrowCreated with Sketch.

A Split Purchase on a ‘Pending’ Mox Credit transaction will be cancelled if the merchant cancels the transaction, doesn’t settle the transaction within 7 days or settles the transaction for an amount that is different to what you paid, or the transaction shows on your Mox Credit statement. Please also see Part A of Schedule 3 to our General terms and conditions for other reasons that a Split Purchase may be cancelled by us.

If your Split Purchase on a ‘Pending’ Mox Credit transaction is cancelled for one of these reasons, you may apply again once the Mox Credit transaction has settled.

Will I be notified if my Split Purchase on a ‘Pending’ Mox Credit transaction is not set up?
ArrowCreated with Sketch.

Yes, if your Split Purchase is not set up, it’s likely because the settlement amount of the Mox Credit transaction is not the same as authorised amount. Please also see Part A of Schedule 3 to our General terms and conditions for other reasons that a Split Purchase may be cancelled by us. If none of these apply to you, please contact customer support and we will do our best to assist you.

Why would my Split Purchase application be declined?
ArrowCreated with Sketch.

We evaluate each Split Purchase application carefully and provide a decision accordingly. There are a few common reasons that your Split Purchase may be declined, including that:

  • the total amount of the eligible Mox Credit transaction and the interest and fees applicable to the Split Purchase would mean your credit limit for Mox Credit is exceeded; and
  • your Mox Card or Mox Account is suspended or not in good standing.
When will the one-off fee applicable to my Split Purchase be charged?
ArrowCreated with Sketch.

The one-off fee for a Split Purchase will be charged to your Mox Credit when the Split Purchase is set up by Mox.

What happens to my credit limit for Mox Credit when a Split Purchase is approved?
ArrowCreated with Sketch.

Your credit limit for Mox Credit does not change.

In the Mox app, the total amount of all monthly instalments for the Split Purchase is reflected in the ‘Credit borrowed’ amount.

What happens to my credit limit for Mox Credit when a Split Purchase is set up?
ArrowCreated with Sketch.

Your credit limit for Mox Credit does not change.

The one-off fee for the Split Purchase is charged to Mox Credit.

In the Mox app, your ‘Credit spent’ amount increases and ‘Available to spend’ amount decreases by the amount of the one-off fee.

What happens to my credit limit for Mox Credit when a monthly instalment is charged to my Mox Credit?
ArrowCreated with Sketch.

Your credit limit for Mox Credit does not change.

The monthly instalment for the Split Purchase is charged to Mox Credit.

In the Mox app, your ‘Credit spent’ amount increases and ‘Credit borrowed’ amount decreases by the amount of the monthly instalment.

When will my Split Purchase monthly instalments be charged and billed?
ArrowCreated with Sketch.

The first monthly instalment will be charged to your Mox Credit 1 month after the Split Purchase is set up. Subsequent instalments will be charged the same day every month.

Each monthly instalment will be billed to your Mox Credit statement like any other Mox Credit transaction.

Where can I view my monthly instalments?
ArrowCreated with Sketch.

You can click into your Mox Credit account details page in the Mox app, or click into ‘View statements’ to look at your monthly instalments in your historical Mox Credit statements.

What is the minimum and maximum number of months for a Split Purchase I can select?
ArrowCreated with Sketch.

The minimum number of months allowed for a Split Purchase is 3 months and the maximum number is 36 months.

What fees will I be charged when my Split Purchase is set up?
ArrowCreated with Sketch.

We will charge you a one-off fee when a Split Purchase is approved and set up.

We also charge monthly fees (on the principal loan amount for the Split Purchase).

You will see all applicable fees and charges for a Split Purchase on the confirmation page before you confirm your Split Purchase application in the Mox app.

The applicable fees and charges will differ for each Split Purchase according to different factors (for example, Split Purchase amount, number of months for the Split Purchase).

You can see the interest, fees and charges applicable to Split Purchase on the Split Purchase Key Facts Statement.

Will I be charged interest for a Split Purchase?
ArrowCreated with Sketch.

Yes, the interest amount for a Split Purchase is reflected in the monthly fee.

You won’t be charged additional interest on your Split Purchase if you pay your Mox Credit statement in full on or before the payment due date each month. If you fail to pay your Mox Credit statement balance in full, or if you only pay the minimum amount due shown therein, on or before the payment due date of that Mox Credit statement, we will charge you interest on the outstanding monthly principal repayment amount portion of the monthly instalment for that month as set out in the Mox Credit Key Facts Statement.

How do I pay for my Split Purchase one-off fee and monthly instalments?
ArrowCreated with Sketch.

Split Purchase monthly instalments and the one-off fee are charged to your Mox Credit and included in your monthly Mox Credit statement like a typical Mox Credit transaction.

Therefore, you can simply pay your Mox Credit statement balance in full on or before the due date each month to pay for your Split Purchase because your one-off fee and each monthly instalment will be billed to your Mox Credit statement.

See our Mox Credit FAQs on how to pay for Mox Credit.

What happens if monthly instalments for Split Purchases have been billed to my Mox Credit statement and I only pay my Mox Credit statement Minimum Amount Due on or before the by due date on the statement?
ArrowCreated with Sketch.

If you only pay the minimum amount due shown therein, on or before the payment due date of that Mox Credit statement, we will charge you interest on the outstanding monthly principal repayment amount portion of the monthly instalment for that month as set out in the Mox Credit Key Facts Statement.

Please refer to Schedule 3 to our General terms and conditions for information on how we allocate your Mox Credit payments.

Can I request to pay my entire Split Purchase early?
ArrowCreated with Sketch.

Yes, but only after your first monthly instalment has been charged to Mox Credit.

Please note we only accept early repayment of an entire Split Purchase, which includes the monthly principal repayment amount portion of the remaining monthly instalments, an early repayment fee and any interest that has accrued on your Split Purchase up to the date you request to pay your Split Purchase early. This amount will be charged to your Mox Credit if we allow you to pay your Split Purchase early and will be payable like a normal Mox Credit transaction.

How can I close my Split Purchase?
ArrowCreated with Sketch.

Your Split Purchase will close automatically when you have no remaining unpaid monthly instalments. Alternatively, you can close your Split Purchase early by requesting to repay it in full (but only after your first monthly instalment has been charged to Mox Credit and subject to early repayment fee).

When can I apply for a credit limit increase for Mox Credit?
ArrowCreated with Sketch.

If you want more flexibility with your credit line, you can apply for an increase to your credit limit for Mox Credit. You may be eligible to increase your credit limit by uploading income proof documents in the Mox app.

You will not be able to apply for a credit limit increase for Mox Credit if a previous credit limit increase application for Mox Credit has been approved or declined in the past 3 months.

What is the maximum credit limit I can apply for?
ArrowCreated with Sketch.

You are not able to request a specific credit limit for Mox Credit in your credit limit increase application. We will conduct an assessment and assign a new credit limit to you if your application is successful.

If you would like to decrease the credit limit that we have assigned to you, please contact Mox’s Customer Care Team via:

  • In-app Live Chat or call
  • Call +852 2888 8228
  • E-mail care@mox.com
Am I eligible to apply for a credit limit increase if I am a student?
ArrowCreated with Sketch.

Unfortunately, no.

If there is a change in your personal circumstances, please update them in the Mox app.

How long does it take Mox to assess my credit limit increase application?
ArrowCreated with Sketch.

After you have submitted the required income proof documents in the Mox app, we will begin our review of your credit limit increase application. We’ll let you know your application result after we have completed this review – it usually takes us no longer than 2 business days.

If your credit limit increase application is approved, your new credit limit is applied to Mox Credit right away.

To track your credit limit increase application status, go to the ‘Mox Credit’ tab under Mox Card in the Mox app.

Why would my credit limit increase application be declined?
ArrowCreated with Sketch.

We evaluate each credit limit increase application carefully and provide a decision accordingly. There are a few common reasons that your credit limit increase application may be declined, including:

  • your current credit limit for Mox Credit has already reached the maximum credit limit we can offer you; or
  • your Mox Card or Mox Account is suspended or not in good standing.
Am I required to upload documents when applying for a credit limit increase for Mox Credit?
ArrowCreated with Sketch.

Yes, in order for us to assess your application to increase your credit limit for Mox Credit, we need some income proof documents from you. Your application and new credit limit are subject to our final approval.

What kind of documents are acceptable as an income proof?
ArrowCreated with Sketch.

A bank statement from a local bank showing your salary transaction (that is not a joint account bank statement) or payslip are acceptable as income proof documents. You should make sure that all documents were issued within the last 2 months.

If my credit limit increase application is approved, can I then reduce it again?
ArrowCreated with Sketch.

Yes, if you wish to reduce your credit limit for Mox Credit, please contact us through our in-app call or live chat.

What is Instant Loan?
ArrowCreated with Sketch.

Instant Loan is a convenient way of taking cash from Mox Credit as it allows you to pay back the loan over a period between 3 and 60 months that is most suited to you.

You may want an Instant Loan on Mox Credit for various needs, such as paying your tax bill, doing home renovations, planning something for which you need cash in your account.

What is the minimum amount of an Instant Loan?
ArrowCreated with Sketch.

HK$5,000 (and thereafter in multiples of the Hong Kong dollar amount as displayed in the Mox app when you apply for an Instant Loan).

What is the maximum amount of an Instant Loan?
ArrowCreated with Sketch.

The maximum amount of an Instant Loan depends on the status of your Mox Credit. For example, your maximum Instant Loan amount will vary depending on factors such as your available credit limit on Mox Credit (we will always leave you a buffer of HKD3,000 on your Mox Credit “available to spend” after deducting the total repayment of your Instant Loan from your credit limit for Mox Credit to allow you to continue spending on Mox Credit) and the total of all monthly instalments for the Instant Loan.

Can I get an Instant Loan higher than my credit limit for Mox Credit?
ArrowCreated with Sketch.

No, we currently only allow Instant Loans up to an amount that is less than your credit limit for Mox Credit.

How long do I have to repay the Instant Loan?
ArrowCreated with Sketch.

You may choose any period from 3 to 60 months to repay your Instant Loan.

What will be the monthly instalment amount for my Instant Loan?
ArrowCreated with Sketch.

The monthly instalment for your Instant Loan is calculated based on the monthly fee applicable to the principal amount of your Instant Loan, and the tenor of your Instant Loan.

You can see the monthly instalment for your selected Instant Loan amount and tenor in the Mox app.

How do I repay my Instant Loan monthly instalments?
ArrowCreated with Sketch.

Instant Loan monthly instalments and the one-off fee are charged to your Mox Credit and included in your monthly Mox Credit statement like a typical Mox Credit transaction.

Therefore, you can simply pay your Mox Credit statement balance in full on or before the due date each month to pay for your Instant Loan monthly instalments because your one-off fee and each monthly instalment will be billed to your Mox Credit statement.

See our Mox Credit FAQs on how to pay for Mox Credit.

When will my Instant Loan instalment be payable?
ArrowCreated with Sketch.

The first monthly instalment for your Instant Loan will be charged to your Mox Credit one month after the Instant Loan is approved (and was paid into your Mox Account). Subsequent monthly instalments will be charged to your Mox Credit the same day each month for the duration of the Instant Loan.

Each monthly instalment will be billed to your Mox Credit statement like any other Mox Credit transaction.

Where can I view my monthly instalments?
ArrowCreated with Sketch.

You can click into your Mox Credit account details page in the Mox app, or click into ‘View statements’ to look at your monthly instalments in your historical Mox Credit statements.

What happens to my credit limit for Mox Credit when my Instant Loan is approved?
ArrowCreated with Sketch.

Your credit limit for Mox Credit does not change.

The one-off fee for the Instant Loan is charged to Mox Credit.

In the Mox app, your ‘Credit spent’ amount increases and ‘Available to spend’ amount decreases by the amount of the one-off fee.

Where is my Instant Loan paid? Can it be paid to another bank account?
ArrowCreated with Sketch.

Once your Instant Loan is approved, it is paid into your Mox Account.

You may transfer the Instant Loan amount to another Bank account using “transfer” function in the Mox app.

Why was my Instant Loan application declined?
ArrowCreated with Sketch.

We evaluate each Instant Loan application carefully and provide a decision accordingly. There are a few common reasons that your Instant Loan application may be declined, including:

  • the total amount of the Instant Loan and the interest and fees applicable to it would exceed a buffer of HK$3,000 on your Mox Credit “available to spend” that we always leave to enable you to continue spending on Mox Credit;
  • your Mox Card or Mox Account is suspended or not in good standing.
Can I change my loan amount or the number of months for the Instant Loan after I have submitted my application?
ArrowCreated with Sketch.

No, you cannot change the loan amount or the number of months to repay it after you have submitted your application. Your application will be approved or rejected based on the loan amount and number of months you have applied for.

We recommend that you carefully go through the details of the Instant Loan you are applying for on the “confirmation page” before submitting your application.

You may however:

  • apply for another Instant Loan if you need; or
  • repay your Instant Loan early to close the Instant Loan (subject to an early repayment fee).
How many active Instant Loans can have at the same time?
ArrowCreated with Sketch.

You can only have a maximum of five Instant Loans and Split Purchases active at the same time. If you would like to apply for another Instant Loan, you will need to repay one of your existing Instant Loans or Split Purchases early to close such loan before you apply for another Instant Loan.

What fees and interest do I have to pay for an Instant Loan?
ArrowCreated with Sketch.

We will charge you a one-off fee when your Instant Loan is approved (and paid into your Mox Account).

We will also charge a monthly fee (on the principal amount of the Instant Loan).

You will see all applicable fees and charges for the Instant Loan you are applying for on the confirmation page before you confirm your Instant Loan application in the Mox app.

You can also see the interest, fees and charges applicable to an Instant Loan in the Instant Loan Key Facts Statement.

What other fees, charges and interest are applied to an Instant loan?
ArrowCreated with Sketch.

Provided that you pay your Mox Credit statement balance in full on or before its due date each month, only the one-off fee and monthly fees are charged for an Instant Loan.

However, if you want to pay an Instant Loan early and close it, an early repayment fee will also apply.

You can see the interest, fees and charges applicable to an Instant Loan in the Instant Loan Key Facts Statement.

What happens to my credit limit for Mox Credit when a monthly instalment is charged to my Mox Credit?
ArrowCreated with Sketch.

Your credit limit for Mox Credit does not change when a monthly instalment for the Instant Loan is charged to Mox Credit.

In the Mox app, your ‘Credit spent’ amount increases and ‘Credit borrowed’ amount decreases by the amount of the monthly instalment.

What happens when the monthly instalments for an Instant Loan have been billed to my Mox Credit statement but I only pay my Mox Credit statement Minimum Amount Due on or before the statement due date?
ArrowCreated with Sketch.

If you only pay the minimum amount due shown in your Mox Credit statement on or before its payment due date, we will charge you interest on the outstanding monthly principal repayment amount portion of the monthly instalment for that month as set out in the Mox Credit Key Facts Statement.

Please refer to Schedule 3 to our General terms and conditions for information on how we allocate your Mox Credit payments.

How can I close my Instant Loan?
ArrowCreated with Sketch.

Your Instant Loan will close automatically when all monthly instalments have been charged to Mox Credit. Alternatively, you may close your Instant Loan early by using the “pay early and close” option.

Can I repay my Instant Loan before the end of the repayment period?
ArrowCreated with Sketch.

Yes, you may choose to pay your Instant Loan early. An early repayment fee of 2% will apply to the aggregate monthly principal repayment amount(s) of your Instant Loan outstanding, and will be charged to your Mox Credit. You will also be charged any interest that has accrued on your Instant Loan up to the date you request to pay it early.

Can I repay my Instant Loan partially?
ArrowCreated with Sketch.

No. We only accept early settlement of the full outstanding amount of an Instant Loan.

What if I have difficulty in the repayment?
ArrowCreated with Sketch.

If you have any difficulty repaying any amount outstanding under an instalment loan plan we provide to you (including Split Purchase and Instant Loan), please let us know as possible.

Why is Mox secure?
ArrowCreated with Sketch.

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
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

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".

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?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

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.
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

Yes, with your Mox Card you can buy securely at online stores with Mastercard SecureCode.

When making a purchase online, you will receive an 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?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

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?
ArrowCreated with Sketch.

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.

What if I've lost my phone, changed to a new phone or deleted the Mox app by accident?
ArrowCreated with Sketch.

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.

Which currencies can I exchange on the Mox app?
ArrowCreated with Sketch.

Mox currently supports the conversion between HKD and USD. Stay tuned as we are working on introducing more currencies!

What is Mox FX rate?
ArrowCreated with Sketch.

Mox believes that foreign exchange rates should always be fair and transparent. That’s why we are introducing the Mox FX rate, which is the mid-market rate that is the midpoint between the buy and sell prices of two currencies. This is a real-time rate directly sourced from Morningstar and shown to you on the Mox app without any mark-up by Mox - you can even find these rates on Google! Please note that the Mox FX rate does not cover any fees relating to the currency exchange transaction.

Are there any fees for conducting foreign exchange?
ArrowCreated with Sketch.

Mox charges a fixed percentage of the amount you are selling, which you can find in our ‘Fees and charges’ section in the Mox app and on our website. The exact amount of the fee that you will be charged will be shown on the Mox app before you conduct the foreign exchange.

However, if you are exchanging a small amount of money where this percentage fee ends up being smaller than the minimum unit of the selling currency, we will charge you the minimum unit as the fee for that foreign exchange.

Can I conduct foreign exchange anytime?
ArrowCreated with Sketch.

Yes! Mox offers instant foreign exchange 24/ 7, so you can exchange your money whenever you want.

How many foreign exchange transactions can I do in a day?
ArrowCreated with Sketch.

You can do up to 50 foreign exchange transactions among any currencies we offer every day.

What are the minimum and maximum amounts I can exchange in a single transaction?
ArrowCreated with Sketch.

The maximum amount of currency you can receive in a single currency transaction is USD10,000 (or its equivalent). The minimum amount of currency you can sell is the amount equal to our minimum fee for currency exchanges, which is the minimum unit of the selling currency. Please note that, if you sell the minimum unit of the selling currency only, you will not receive any money (in any currency) upon completion of the transaction.

Where can I find the Personal Information Collection Statement (PICS)?
ArrowCreated with Sketch.

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”
Terms and Conditions
ArrowCreated with Sketch.

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”
Fees & Charges
ArrowCreated with Sketch.

Please click here to review our fees and charges.

Customer Care
ArrowCreated with Sketch.

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
Where can I share my feedback, suggestions or compliments with Mox?
ArrowCreated with Sketch.

Mox always welcomes your feedback as this helps us serve you better. Tell us how we’re doing via any of the channels below:

  1. Use the in-app call or live chat functions in the Mox 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

Once your feedback is received, we’ll take the following steps:

  1. Acknowledge receipt of your feedback;
  2. Review your feedback and conduct investigation; and
  3. Respond to the matters that you have raised.

If your feedback is conveyed via a third party, we will contact you directly to protect your privacy.