Frequently asked questions

 About Mox Card
How long will it take for my Mox Card to arrive?
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The digital version of your Mox Card will be available and ready to use for online payments as soon as you have created your Mox account. Delivery of the physical Mox Card will take 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?
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  1. Log in to the Mox app
  2. Select the “Activate Mox Card” button on the home screen
  3. Choose your activation method:

(a) Tap and activate: Hold your phone near the Mox Card; or (b) Manually enter the security passcode  4. Set your ATM PIN and you’re all set!

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

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

My Mox Card is damaged / is not working at an ATM
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You can request a replacement card in the Mox app:

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

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

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

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

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

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

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?
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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.

CashBack
What is CashBack?
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When you buy something, you may get a percentage of the amount that it costs paid back to you. We call this ‘CashBack’ – and it’s available on all eligible transactions. Mox’s CashBack is in Hong Kong dollars, paid directly into your 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?
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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?
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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
What is the CashBack Rate I can earn on and after the last payment date of the eligible Split Purchase for the 5% CashBack Unlock?
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If you haven't used up the Cap for 5% CashBack on your last payment date of the eligible Split Purchase, you will earn 5% CashBack rate upon eligible Mox Credit transactions at the selected merchants until you have reached the 5% CashBack rate Cap. After that, your will be entitled to the 1% unlimited CashBack rate on eligible Mox Credit transactions.

If you hold another active eligible Split Purchase thereafter, you will be eligible for 5% CashBack Unlock again.

How much CashBack can I earn during the promotional period?
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  • Up to a total of HKD100 from the 5% CashBack unlock campaign.
  • Once you reach the HKD100 Cap, you will earn 1% unlimited CashBack.
How can I be eligible for CashBack Unlock and enjoy 5% CashBack rate?
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Fulfill either of the below requirements within the promotion period: (a) successfully apply and be approved for a Split Purchase having a principal amount of at least HKD5,000, or (b) already have an active Split Purchase with a principal amount of at least HKD5,000.

  • The aforementioned Split Purchase refers to a Split Purchase of single transaction or a Group Split Purchase of up to 5 transactions.
  • you are eligible for 5% CashBack Unlock as long as the principal of such Split Purchase is greater than or equal to HKD5000 at the time of set up.
When will I receive the CashBack?
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You will receive notification from your Mox App after the transaction and you will see how much CashBack you have earned for such transaction.

I didn’t receive any CashBack on my purchase. What do I do?
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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?
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No, not all purchases are entitled to CashBack.

Please refer to our General Terms and Conditions in the ‘About us’ section of the Mox app for information on transactions that are ineligible for CashBack. 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:

  • (i) transactions made using your Mox 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 CashBack;

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

  • (iii) cash withdrawals;

  • (iv) cash advances or balance transfers;

  • (v) payments through digital wallets (except in most cases for payments made through Google Pay or Apple Pay); and purchases with, or reloading of, stored value cards (including but not limited to Octopus account top-up transactions via an e-wallet or any other means);

  • (vi) payments in relation to crypto-currencies;

  • (vii) sending or transferring cash using your Mox Card or Mox Account (whether by a digital means or otherwise);

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

  • (ix) bill payments, tax payments or insurance payments;

  • (x) purchases of foreign currencies, money orders or traveler’s cheques;

  • (xi) payments of financial charges or fees;

  • (xii) 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

  • (xiii) purchases of reward programs or memberships (designated as such by Mastercard)

What is an active Split Purchase?
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  • “Active” Split Purchase means approved Split Purchase(s)
  • Your active Eligible Split Purchase remains eligible before the “last payment date”. The 5% CashBack Unlock will be deactivated on the last payment date.
  • You are eligible for CashBack Unlock even if your “Eligible Split Purchase(s)” for 5% CashBack Unlock is set up before the Promotion Period as long as it is active.
Who can enjoy the 3% and/or 5% CashBack rate?
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3% CashBack Rate

  • Customer who use Mox Credit to conduct eligible transactions at the selected merchants but hasn't fulfilled the eligible criteria of 5% CashBack Unlock can earn 3% Cashback up to HKD50.

5% CashBack Rate

  • You will enjoy 5% CashBack on eligible Mox Credit transactions at selected merchants after you reach the 5% CashBack Unlock criteria. Together with what you have earned at the 3% CashBack rate, you will earn a total of HKD100 additional CashBack.
What happens to my CashBack if I return or refund the product?
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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 there a limit on how much CashBack I can earn?
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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.

Can I earn CashBack on overseas spending?
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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.

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

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

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

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

  1. Log in to the Mox app
  2. Go to the side menu and select “Settings”
  3. Select “Account settings”
  4. Go to “Daily limits” to view details
How do I activate the overseas ATM withdrawal function?
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The overseas ATM withdrawal function is turned off by default. To activate it:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

How many cards can I add to a single Apple device?
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You can have your Mox Card added to Apple Pay along with other issuer’s cards. Please refer to www.apple.com/hk/en/apple-pay/ for the list of compatible devices and details of how many cards can be added to each device.

Why can't I add my Mox Card to a digital wallet other than Apple Pay and Google Pay?
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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?
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Subject to the Apple terms of use, you can use Apple Pay anywhere that accepts contactless payments, in Hong Kong or abroad.

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

How much does it cost to use Apple Pay?
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Making payments with Apple Pay costs you the same as using your physical or digital versions of the Mox Card. For details, please refer to our Fees and Charges in ‘About us’ within the Mox app.

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

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

Flip between Mox Credit and Mox Account
What is the benefit of the ‘Flip’ feature for Mox Credit customers?
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‘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?
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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?
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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?
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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?
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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?
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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’?
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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?
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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.

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?
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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?
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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?
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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?
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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?
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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?
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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?
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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?
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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.

Card dispute
Will I get my money back while a transaction is under dispute?
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For purchases made from your Mox account, money will not be transferred back to your account until the dispute case is successfully completed. If the dispute case result is unsuccessful, a handling fee of HKD150 will be charged.

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

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

Others
Will my Mox Card work with Alipay HK?
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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.