Frequently asked questions

Others
I have purchased the FWD presents MIRROR.WE.ARE LIVE CONCERT 2022 tickets through Mox Bank priority booking programme, can you follow up for me?
ArrowCreated with Sketch.

The unfortunate incident saddens our hearts at Mox. Our thoughts are with the injured performers, and we wish those affected a fast recovery. All arrangements pertaining the concert tickets will be directly made by the concert organisers, Music Nation and MakerVille. Please follow their official websites, Facebook and Instagram for the latest information.

How will the FWD presents MIRROR.WE.ARE LIVE CONCERT 2022 tickets be refunded?
ArrowCreated with Sketch.

Due to the earlier incident of "FWD presents MIRROR.WE.ARE LIVE CONCERT 2022" ("Concert"), the remaining performances have been cancelled. The refund arrangements for the affected performances ("Tickets") are as follows:

All ticket holders who purchased tickets through Urbtix, Cityline or directly through the organisers (Music Nation Productions Company Limited and MakerVille Company Limited) may:

  1. Apply for a refund from 15 September 2022 to 14 September 2023. The refund amount will be calculated in Hong Kong dollars according to the face value of the ticket, and will be refunded together with the handling fee or the administration fee of the ticketing website (please refer to the refund process for details); or
  2. Retain the complete and valid tickets for the concert in exchange for tickets of the same face value for the designated MIRROR concerts (“Designated Performances”) that may be held in the future. The organiser will announce whether the designated performance has been successfully arranged no later than 14 September 2023. For details, stay tuned to the announcements of Music Nation and MakerVille on social media*.

*Please note that the organiser cannot guarantee or confirm that the designated performance can be held for ticket redemption in the future. If the organiser fails to announce the successful arrangement of the designated performance for ticket exchange for ticket holders on or before 14 September 2023, the organiser will announce the details of refunds for the remaining tickets on 15 September 2023.

If you have any questions about refunds, please contact the organiser Music Nation or MakerVille.

For details of ticket refund and exchange arrangements (Chinese only), please visit: https://makerville.hk/refundprocedure.pdf

Download the concert refund application form (Chinese only): https://makerville.hk/refundform.pdf

Mox Bonus and Welcome Bonus
What is the Mox Bonus Promotion?
ArrowCreated with Sketch.

What is the Mox Bonus Promotion?

From 1 October to 30 November 2022, customers can enjoy an additional 2% p.a. HKD deposit rate by completing the Mox Bonus challenges.

For each Challenge Period, customers can earn interest at an additional 1.5% p.a. HKD deposit rate on up to HKD500,000 deposits from the next calendar day^ by spending at least HKD4,000 on their Mox Card* and bringing in at least HKD10,000 of New Funds** during each respective Challenge Period.

Customers can earn interest at an additional 0.5% p.a. HKD deposit rate on up to HKD500,000 deposits from the next calendar day^ by successfully having paid at least 2 bills# (of at least HKD100 each) in the past 35 days.

  • Eligible Card Transaction(s) only. Only transactions showing as ‘completed’ in the Mox app (transactions that have been settled by merchants) are counted.

** New Funds means, in respective of a calendar day, any HKD Deposit Balance held by you on that calendar day that is in excess of your Monthly Average Balance for the previous calendar month.

^ If the next calendar day falls outside of a Challenge Period, customers will not be entitled to the bonus rate offered in the Mox Bonus Promotion, even if a challenge is completed on the last day of such Challenge Period.

Only Eligible Bill Payment Transaction(s) made using the ‘Pay bills’ feature in the Mox app will be counted. Transactions made using the ‘HKT Autopay Switch’ feature will not be counted.

Mox Bonus Promotion Terms and Conditions (October – November 2022) 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 7.5(b) in Schedule 1 (Terms and conditions for accounts and card management) to the General Terms and Conditions.

I have already spent HKD4,000 on my Mox Card during a Challenge Period, and have already brought in HKD10,000 New Funds. Why am I yet to receive interest at the 1.5% p.a. Bonus Rate?
ArrowCreated with Sketch.

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

Provided that you have completed the Saving Challenge, you will be eligible for interest at the 1.5% p.a. bonus rate as soon as your eligible Mox Card transactions of at least HKD4,000 have settled by the merchant as per Mox’s records during that Challenge Period. The settlement process for a transaction generally takes a few business days. Once a transaction is settled, its status will change from ‘pending’ to ‘completed’ in the Mox app.

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

Interest you earn at a Bonus Rate will be calculated on a 365-day year basis, based on your eligible deposit balance held with us as at 23:59:59 Hong Kong time on the day after a Completion Day of Spending and Saving Challenges or the Completion Day of Bill Payment Challenge*.

The interest you earn at a Bonus Rate will be credited to your Mox Account (or your Goal account(s), as applicable) together with the interest you earn at the Base Rate (i.e. the deposit interest rate that you are entitled to without participating in any promotions), two days after the relevant Completion Day.

*A Completion Day cannot fall on the last day of a Challenge Period and you will not earn interest at any Bonus Rate for a challenge that is completed on the last day of a Challenge Period.

Where can I see my progress on the Mox Bonus Challenges?
ArrowCreated with Sketch.

Once the Mox Bonus Promotion starts on 1 October 2022, you can track your progress for each challenge during each Challenge Period in the ‘Discover’ tab in the Mox app. You can see, effortlessly, how much you have spent on your Mox Card and the total deposit balance you need to maintain during the current Challenge Period, the number of bills you have paid in the past 35 days, as well as any Bonus Rate you are currently earning.

I have already spent HKD3,000 on my Mox Card during a Challenge Period, and have already brought in HKD10,000 New Funds. Why am I yet to receive interest at the 0.5% p.a. Bonus Rate?
ArrowCreated with Sketch.

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

Provided that you have completed the Saving Challenge, you will be eligible for interest at the 0.5% p.a. Bonus Rate as soon as your eligible Mox Card transactions of at least HKD3,000 have settled as per Mox’s internal systems during 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.

What is the Welcome Bonus Promotion?
ArrowCreated with Sketch.

From 1 October to 30 November 2022, new customers who successfully open a Mox Account* will earn interest at a Welcome Bonus Rate for 60 days, starting from the day when their Mox Account is successfully opened by Mox.

The Welcome Bonus Rate is an additional 2.7% p.a. HKD deposit rate on up to HKD500,000 of the customer’s HKD deposits held with Mox.

*Mox Account applications that are still in-progress after the last day of the Promotion Period are not eligible. The customer must not have held a Mox Account in the past 12 months before the date of successfully opening a Mox Account during the Promotion Period.

Welcome Bonus Promotion (October – November 2022) Terms and Conditions apply.

Can I join the Welcome Bonus Promotion and enjoy the Mox Bonus Promotion at the same time?
ArrowCreated with Sketch.

Of course! If you are eligible for the bonus rates under both promotions on the same day, you can earn interest at a total rate of 5% p.a. (that is, 2.7% p.a. under the Welcome Bonus Promotion, 2% p.a. under the Mox Bonus Promotion plus the 0.3% base rate), on up to HKD500,000 of your HKD deposits held with us.

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

Interest you earn at the Welcome Bonus Rate for particular a day will be calculated based on your eligible deposit balance held with us as at 23:59:59 Hong Kong time on that day (starting from the first day you become eligible for it) and will be credited to your Mox Account (and your Goal account(s), if applicable), together with the interest you earn at the Base Rate (i.e. the deposit interest rate that you enjoy without participating in any promotions), on the next calendar day.

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

If you only complete a Mox Bonus challenge on the last day of a Challenge Period, you are not eligible to earn interest at the relevant Bonus Rate the next day. This is because the day for calculating interest at a Bonus Rate (i.e. the next calendar day after the Completion Day) would fall outside the relevant Challenge Period.

Mox Referral Programme
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 friends 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 and apply for Mox Credit during the Promotion Period.

  2. Your friends have to spend, with their digital or physical Mox Card, from Mox Credit, at least HKD500 across one, or many, Eligible Card Transaction(s) 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 the Mox Accounts of you and your friends.

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, 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) etc. do not count towards the spending requirement (all ineligible spending types are listed in Mox Referral Programme 8 Terms and Conditions).

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 up to HKD400 for each Successful Referral if your friend meets the spending requirement. See the following table for more details:

Successful Referral (Referee needs to meet the Mox Credit Spend Requirement*) Cash Reward for Referrer Cash Reward for each Referee who spends HKD500 on Mox Credit (Mox Credit Spend Requirement*)
1st and 2nd Successful Referral HKD400 each HKD500 each
3rd Successful Referral and onwards HKD100 each HKD500 each

*Spend HKD500 across one or more Eligible Card Transaction(s) with Mox Credit during the Promotion Period.

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.

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

The cash rewards will only be credited to the Mox Accounts of you and your friend once your friend’s transactions of at least HKD500 on their Mox Credit have been settled as per our internal systems. The settlement process will generally be completed within 30 days. Once it’s complete, we will credit the cash rewards to the Mox Accounts of you and your friends.

What if my friends have successfully opened a Mox Account and applied for Mox Credit during the Promotion Period but have not met the spend requirement?
ArrowCreated with Sketch.

If your friends have not met the spend requirement 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 spend requirement so both of you can earn the cash rewards.

I have already met the spend requirement, why did I still receive a notification telling me that I need to spend more in order to receive the cash rewards?
ArrowCreated with Sketch.

This might be due to the time gap between the notification being sent and when our system calculates the spend 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 online chat. We’re always here to help.

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.

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

No, we only count successful Mox Card purchase transaction(s) with a total transaction value of at least HKD500 for Mox Credit Spend Requirement 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, 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) etc. (all ineligible spending types are listed in Mox Referral Programme 8 Terms and Conditions) do not count towards the spend requirement.

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 later), you can input your Referrer’s Invitation Code on the first screen when you apply for your Mox Account.