Frequently asked questions

About Mox
What is Mox?
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Mox is a new virtual bank in Hong Kong backed by Standard Chartered, in partnership with HKT, PCCW and Trip.com. We are the combined power of a well-trusted international banking group, the city’s telecom and lifestyle leader as well as Asia’s largest online travel agency.

Launching in 2020, the bank aims to deliver a suite of retail financial services as well as lifestyle benefits all in one place, growing your money, your world and your possibilities.

*Mox is a licensed bank in Hong Kong under the name of Mox Bank Limited, a subsidiary of Standard Chartered Bank (Hong Kong) Limited.

Mox Bank Limited, a limited liability company incorporated in the Hong Kong Special Administrative Region of the People's Republic of China ("Hong Kong") (Company Number: 2732997) whose registered office and principal place of business is at 39/F, Oxford House, Taikoo Place, 979 King’s Road, Quarry Bay, Hong Kong.

What is the story behind the brand name Mox and your logo?
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Our brand name Mox was selected from more than 2,000 names, after a series of research listening to our potential customers. It reflects the endless opportunities we can create – Mobile eXperience; Money eXperience; Money X (multiplier), eXponential growth, eXploration… it’s all up for us to define, together.

Our Mox logo and our visual design are inspired by the round shape of a Hong Kong dollar coin, which is also a nod to our roots. We take pride in being one of Hong Kong’s newest virtual banks, complementing Standard Chartered’s heritage of being Hong Kong’s oldest note-issuing bank with over 160 years of experience in serving the community.

The pronunciation of Mox is /mɒks/

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

How is a virtual bank different from other banks?
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Good question. Mox operates exclusively on your mobile. There are no branches, no queues, no fixed opening hours. Mox is a clever collaboration between Standard Chartered, HKT, PCCW and Trip.com. Mox aims to deliver a suite of retail financial services as well as lifestyle benefits all in one place, growing your money, your world and your possibilities.

Is my data safe with Mox?
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Being trusted with your money is a big responsibility – and one we don’t take lightly. The security of your account and personal information is very important to us. Data ethics is core to everyone at Mox. For details, please refer to Security at Mox.

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

Is my money safe with Mox?
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Mox Bank Limited is a member of the Deposit Protection Scheme in Hong Kong. Eligible deposits taken by Mox are protected by the Scheme up to a limit of HK$500,000 per depositor. Deposits in your Mox Account and Goal account(s) are qualified for protection by the Scheme.

Open a Mox Account
What do I need to apply for a Mox account?
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All you need is your mobile phone and your Hong Kong Identity Card.

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

  • Have a Hong Kong Identity Card (either permanent and non-permanent resident)
  • Have a valid Hong Kong residential and mailing address
  • Are 18 years old or above
What information / documents do I need to provide?
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Opening a Mox account only takes a few minutes. You’ll need to provide the following information:

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

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

Why do you need to collect my personal information?
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As a responsible bank, we must know our customers, which is why we need to collect the information. Your data will be processed in accordance to PICS which is provided under Hong Kong’s Personal Data (Privacy) Ordinance and Code of Practice on Consumer Credit Data.

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

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

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

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

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

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

I can’t see my birthplace listed.
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Birthplaces are listed as cities. Please search for the city of your birth.

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

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

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

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

When will I receive updates about my account movement?
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Instantly! You’ll receive instant push notifications after each account and card transaction, so you always know what’s been spent, where and when. You don’t need to wait a few days to see a transaction, or until the end of a billing period to see all your transactions.

I am receiving push notifications for every purchase I make; how can I turn them off?
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Mox will notify you whenever a transaction (POS or online ecommerce) is made with your Mox Card. This feature cannot be turned off. Notifications are designed to help protect your money by ensuring the card is not being misused, and help you manage your finances by letting you know what you have spent from your account.

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

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