Frequently asked questions

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.

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 Card PIN and you’re all set!

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

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

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.

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.

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

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

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.

You may refer to the Mox Card Rewards Table for the latest applicable Asia Miles Reward Ratios.

If you have selected Asia Miles as your spending reward in the Mox app and:

• you have an Eligible Balance of HKD250,000 or more at the time you make the relevant transaction, you will receive HKD4 = 1 Asia Mile;
• from 4 November 2024 to 16 February 2025 (both dates inclusive), you have an Eligible Balance of less than HKD250,000 at the time you make the relevant transaction, you will receive HKD8 = 1 Asia Mile; or
• from 17 February 2025, you have an Eligible Balance of less than HKD250,000 at the time you make the relevant transaction, you will receive HKD10 = 1 Asia Mile.

Mox Credit customers will receive ‘CashBack’ as their default spending reward. To receive ‘Asia Miles’ as your spending reward, you will need to ‘switch’ your spending reward to Asia Miles by clicking the ‘reward’ icon on the home page in the Mox app.

Please note that there is a fee for switching from one spending reward to another, unless you satisfy the following requirements:

• you switch your spending reward during the period beginning on and from the day you complete the Mox Credit application and the following 7 days (you will have ‘completed’ the Mox Credit application process once you have received a Mox Credit approval notification from Mox); or
• you have an Eligible Balance of HKD250,000 or more at the time you switch your spending reward in the Mox app.

Please refer to the Fees and Charges section on the ‘About us’ page in the Mox app and the ‘Legal Documents’ section of our website for more information.

Just to be clear, you cannot receive both CashBack and Asia Miles as your spending reward at the same time.

The ‘flip’ feature allows you to manually link your Mox Card to spend from either your Mox Account or Mox Credit, without charge. You can find the ‘flip’ settings in the Mox app via ‘Settings’ > ‘Account & Mox Card settings’.

Our Mox Credit customers can receive unlimited Asia Miles for their eligible Mox Credit transactions after they have selected ‘Asia Miles’ as their spending reward in the Mox app.

We currently offer Mox Credit customers a waiver of the 1.95% foreign exchange handling fee or 1.95% cross-border access fee that is applicable to their eligible Mox Credit transactions, if they have selected ‘Asia Miles’ as their spending reward in the Mox app. For further details on this promotion, please refer to our Mox app and/or website.

To be eligible for the Spending Rewards Scheme for Asia Miles, you must be a Mox Credit customer and have registered your Cathay Membership Account with us in the Mox app.

You must maintain the registration of your Cathay Membership Account with us to receive your Asia Miles spending reward.

Please refer to the CX Registration Terms and Conditions for more information.

There is no minimum amount of money you need to keep in your accounts with Mox to receive Asia Miles as your spending reward.

However, Mox Credit customers with an Eligible Balance of HKD250,000 or more will receive Asia Miles at the Asia Miles Reward Ratio of HKD4 = 1 Asia Miles on their eligible Mox Credit transactions. Please refer to the Mox Card Rewards Table for more information.

We may deduct HKD0.10 from your Mox Account for each Asia Mile you received for the Mox Credit transaction.

Please refer to clause 12.3 of the Rewards for Cards Schedule for more information.

No. If you have selected Asia Miles as your spending reward at the time you make the eligible Mox Credit transaction, your Asia Miles spending reward will be credited directly into your Cathay Membership Account. You cannot change the spending reward for that same transaction to CashBack.

To receive HKD4 = 1 Asia Mile, you must have satisfied the following requirements at the time you make the relevant transaction:

• you have selected Asia Miles as your spending reward in the Mox app; and
• you have an Eligible Balance of HKD250,000 or above.

The meaning of Eligible Balance is set out in the Definitions Schedule.

The change will become effective immediately. You will also receive a push notification confirming the change on the Mox app.

CashBack is the cash we directly credit into your Mox Account after you use Mox Card (linked to Mox Account) or Mox Credit on eligible transactions in Hong Kong or overseas. The CashBack you may receive is calculated according to the ‘CashBack Rate’. CashBack is paid in Hong Kong dollars. Once the CashBack is paid to your Mox Account, you can spend it straight away!

Yes, the same amount of CashBack you received on the transaction, that has been subsequently cancelled, refunded or declined, will be deducted from your Mox Account.

Yes, you can receive CashBack on eligible overseas transactions. The amount of CashBack you may receive will be calculated on the eligible transaction converted into Hong Kong dollars based on our applicable foreign currency exchange rate.

No, you will automatically receive CashBack on all eligible transactions without registration.

No, not all Mox Card transactions are eligible for CashBack.

Please refer to clause 2 of Rewards for Card Schedule for details on what transactions and merchants are eligible and ineligible for CashBack. The list is non-exhaustive and the final decision on whether a transaction is eligible or ineligible for CashBack 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:

(i) transactions made using your card which fall within certain merchant codes or categories designated by us (in our absolute discretion) or by Mastercard (in their discretion) from time to time. For example, a merchant may change their merchant code(s) or Mastercard may change how they categorise merchants or transaction types and this may affect your eligibility for the relevant reward;

(ii) gambling or betting transactions, including government licensed horse/dog racing;

(iii) cash withdrawals;

(iv) cash advances or balance transfers or loans on card;

(v) interest earned on deposits in your account(s);

(vi) purchases made through digital wallets, such as WeChat Pay (other than, in most cases, for purchases made using Google Pay or Apple Pay);

(vii) reloading of stored value cards, including but not limited to Octopus top-ups using Apple Pay;

(viii) payments in relation to crypto-currencies;

(ix) sending or transferring cash using your cards or from your accounts (whether by a digital means or otherwise);

(x) payments to financial institutions, including brokers and dealers;

(xi) bill payments, tax payments or insurance payments designated as such by us (in our absolute discretion) or by Mastercard (in their absolute discretion);

(xii) purchases of Foreign Currencies, money orders or traveler’s cheques;

(xiii) payments of interest, financial charges or fees;

(xiv) transactions which are designated by us (in our absolute discretion) or by Mastercard (in their absolute discretion) as ‘mail order’ or ‘postal service’ or ‘commuter passenger transportation’ transactions; and

(xv) purchases of reward programs or memberships (designated as such by Mastercard).

To unlock ‘2% Unimited CashBack’, you must keep an Eligible Balance of HKD250,000 or more, at the time you make the relevant Mox Credit transaction. The meaning of Eligible Balance is set out in the Definitions Schedule.

If your Eligible Balance falls below HKD250,000 at the time you make the relevant Mox Credit transaction, you can still receive ‘1% Unlimited CashBack’ on the eligible Mox Credit transaction. We will not deduct the 2% CashBack you previously received on relevant transactions completed before your Eligible Balance fell below HKD250,000.

No, CashBack applies to all eligible transactions made directly with your Mox Card at the merchant’s physical store, website or mobile application. In most cases, CashBack applies to Mox Card transactions (linked to Mox Account or Mox Credit) made using Apple Pay or Google Pay. However, you will not receive CashBack for digital wallet top-ups and the transaction types set out in clause 2 of Rewards for Cards Schedule.

If you have any enquiries, please check the Mox Card Rewards Table or contact our Customer Care Team for more information before making a purchase.

When you make an eligible transaction with:

1. Mox Credit, at the following merchant categories, you may receive on your eligible Mox Credit transactions:

• 3% Unlimited Cashback at merchants classified under the ‘Grocery Stores, Supermarkets’ category (as determined by Mastercard Asia/Pacific (Hong Kong) Limited); or
• 2% Unlimited Cashback at any eligible merchants, if you have an Eligible Balance of HKD250,000 or more at the time you make the transaction; or
• 1% Unlimited Cashback at any eligible merchants, or

1. Mox Card (linked to Mox Account), at any eligible merchants, you may receive 0.5% Unlimited Cashback.

For further details, please refer to the Mox Card Rewards Table.

We will send you notification, including the applicable CashBack Rate and how much CashBack you received from your eligible transaction, after the transaction is made on your Mox Card. CashBack will be credited to your Mox Account when the transaction is settled.

CashBack will only be credited to your Mox Account once the eligible transaction has been settled and confirmed by Mastercard or Mox. In most cases, you will instantly receive notification from us about the CashBack you received on the eligible transaction.

Transactions may take two to three days to settle. A pending transaction will be shown as ‘pending’ in the Mox app. If the relevant transaction status has changed to “complete” but CashBack has not been paid into your Mox Account, please contact our Customer Care team via:

• in-app live chat or voice call
• telephone: +852 2888 8228
• e-mail: care@mox.com

In some cases, you may receive a notification that CashBack will be paid to you on an ineligible transaction. 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.

We may deduct the amount of CashBack you received for the transaction from your Mox Account.

Please refer to clauses 8 and 11.4 of the Rewards for Cards Schedule for more information.

We may cap the amount of CashBack you may earn from time to time.

Please refer to the Mox Card Rewards Table for more information.

Yes, you can earn CashBack on eligible spending with overseas merchants and spending in Foreign Currencies. The amount of CashBack you will earn will be calculated based on the HKD amount of the transaction.

Please refer to our clauses 8 and 11.4 of the Rewards for Cards Schedule for more information.

To reset your Card 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 Card PIN”

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

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

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.

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.

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.

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

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

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.

Press the ‘Add to wallet’ button on the home screen, or go to the card details page in the Mox app to connect the Mox Card to Apple Pay.

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.

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

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

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.

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.

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

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.

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.

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.

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

Yes. Mox supports all forms of Apple Pay.

‘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.

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.

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.

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.

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.

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 Rewards for Cards Schedule for more information on CashBack.

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).

If you refund, reverse or cancel a transaction for which you have received CashBack, we reserve the right to deduct 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’ your Mox Card in the meantime. Whether or not we deduct the CashBack, your use of any applicable Cap will not be adjusted, and the Cap will remain unchanged.

Please refer to the Rewards for Cards Schedule for more information.

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.

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 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).

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.

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.

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, the transaction will be charged to what your Mox Card is linked to at the time the transaction is processed by HKT. Depending on your selection in the Mox app, you may earn CashBack or Asia Miles as your spending reward on HKT Autopay Switch transactions made using Mox Credit.

This means that if you have ‘flipped’ your Mox Card so that it is linked to your Mox Account and HKT subsequently processes a transaction, the transaction amount will be taken from your Mox Account. You’ll need sufficient balance in your Mox Account to settle the payment successfully.

You will only earn CashBack on that transaction at the CashBack Rate applicable for transactions on your Mox Card linked to Mox Account. You will not be eligible for any preferential CashBack Rate nor will you be eligible to receive any Asia Miles.

Please refer to the Rewards for Cards Schedule for more information.

If a transaction exceeds your credit limit on Mox Credit (and you have not enabled the ‘Spend Auto-Switch’ feature in your Mox app), or you have insufficient funds in your Mox Account for the transaction, the transaction will be declined. We suggest that you use the ‘flip’ feature to change how your Mox Card transactions are charged. Please ensure that you have sufficient funds in your Mox Account or sufficient credit limit on Mox Credit (depending on what you have ‘flipped’ your Mox Card to) before making the transaction.

No, the ‘flip’ feature only impacts how the spending transactions are 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, even if you have ‘flipped’ your Mox Card so that it is linked to your Mox Account.

Please refer to the Mox Credit Schedule and the Mox Credit Key Facts Statement for more information.

‘Spend Auto-Switch’ is a feature which allows you to automatically spend with money you have in your Mox Account in the event where you don’t have enough available credit limit to spend with Mox Credit.

This feature aims to provide you with worry-free and uninterrupted spending experience. While you have enabled this feature, your Mox Card spending transactions would be automatically deducted from money in your Mox Account if, at the time of authorization, you have reached your credit limit.

If your Mox Card has been linked to your Mox Credit, even if you have enabled the ‘Spend Auto-Switch’ feature, your Mox Card will still be linked to Mox Credit and the Mox Card transactions will be made with Mox Credit (as long as you have sufficient available credit limit).

Where your available credit limit is insufficient for a Mox Credit spending transaction, the transaction will be automatically deducted from sufficient funds in your Mox Account. If you don’t have enough money in your Mox Account, the transaction will be declined.

The ‘Flip Mox Card Spending mode’ is a feature which allows you to manually link your Mox Card to either Mox Account/Mox Credit. You can flip to link your Mox Card to your Mox Card/Mox Credit any time.

Simply enable ‘Spend Auto-Switch’ feature by turning it on under the digital Mox Card on the main page of your Mox app.

‘Spend Auto-Switch’ can be used for any transaction for the purchase of goods or services in Hong Kong or overseas. Examples of ineligible transactions for ‘Spend Auto-Switch’ include purchases using 0% Merchant Split Purchase and bill payments made using the ‘Pay bills’ feature in the Mox app.

Yes.

If your transaction is deducted from your Mox Account via ‘Spend Auto-Switch’, the transaction is treated as a transaction made with your Mox Card linked to yous Mox Account. The CashBack applicable for Mox Account transactions will be applied to these transactions.

For further details, please refer to terms and conditions relating to CashBack in Schedule 1 (Terms and Conditions for Accounts and Card Management) to the General Terms and Conditions. and the Mox CashBack Table in the Mox app and/or on our website.

Refunds will be credited to you in accordance with what your Mox Card is linked to at the time the refund is processed. For example, after you made a Mox Credit transaction you ‘flipped’ your Mox Card to link to your Mox Account; if that transaction is subsequently refunded, the amount will be credited to your Mox Account (not Mox Credit).

Please note that even after you have enabled the ‘Spend Auto-Switch’ feature, your Mox Card is still linked to your Mox Credit, so any refunds will be credited to your Mox Credit.

No. Your Mox Card transaction must paid either from your Mox Credit or Mox Account (not both).

Yes. A fee of HKD25 will be charged to your Mox Credit for each calendar month once an ‘Spend Auto-Switch’ transaction is made and settled in that month.

If you have made a Mox Card transaction using ‘Spend Auto-Switch’ feature and the transaction has been authorised, even you subsequently disable the feature, that transaction will still be taken from your Mox Account.

No. ‘Spend Auto-Switch’ is available only for Mox Credit customers. To enjoy the feature, apply for Mox Credit now.

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.

Get in touch with our Customer Care Team via the Mox app. Please refer here

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.