Frequently asked questions

Others
How can I participate in the Mox Scratch Card Promotion?
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To be eligible to participate in the Mox Scratch Card Promotion, during the Promotion Period, you are required to complete an “Eligible Transaction” that is at least HKD800 on your Mox Card with Mox Credit.

For the definition of ‘Eligible Transaction’, please refer to clause 4 of the Promotion terms and conditions.

Will the Mox Scratch Card I earn expire?
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Yes. The Redemption Period for a Mox Scratch Card will begin on 20 January 2023 and end on 25 February 2023. If you fail to redeem any Mox Scratch Card during the Redemption Period, any unredeemed Mox Scratch Card and the respective cash reward will be deemed forfeited.

How many Mox Scratch Cards can I earn?
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You are eligible to receive up to 5 Mox Scratch Cards during the Promotion Period.

Where can I find the Scratch Card that I have won?
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You can find Scratch Cards that you win in the discover page and in the notification centre in your Mox app, by following the steps below:

  1. Home > Discover > Scratch Cards
  2. Home > notification centre > notification that says you have won a Scratch Card > Scratch Card
I have revealed my Scratch Card Cash Reward but it hasn’t been credited to my Mox Account yet. Why?
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The Mox Scratch Card Cash Rewards referable to Mox Scratch Cards that have been successfully redeemed during the Redemption Period will be credited into your Mox Account on or before 25 February 2023.

Why can’t I redeem or view the Scratch Card details in the Mox app?
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You need to have Mox app to the latest version.

If you have made an Eligible Transaction before updating your Mox app, you can see notifications in the notification centre but you need to update your Mox app to the latest version in order to redeem or view the the Mox Scratch Card in the discover page

If I join the Mox Scratch Card Promotion, can I still earn CashBack?
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You will be eligible to earn 1% unlimited CashBack on Eligible Transactions on your Mox Card with Mox Credit.

General Terms and Conditions (in particular, see Schedule 1 to the General Terms and Conditions) apply. See also the CashBack table for specific details of our current CashBack offers.

Mox Referral Programme
How can I invite my friends to join the Mox Referral Programme?
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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 gift box 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?
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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 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 HKD1,000 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 spend requirement (all ineligible spending types are listed in Mox Referral Programme 10 Terms and Conditions).

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

How much can I earn for each Successful Referral?
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As a Referrer, you can get an unlimited HKD200 cash reward for each successful referral. To earn Cash Rewards, remember to ask your friends to open a Mox Account with your Invitation Code, apply for Mox Credit, and spend HKD1,000 or more with Mox Credit from the date they open their Mox Account and the following 30 days.

Successful Referral When your referee fulfils the Mox Credit Spend Requirement*, the cash reward you’ll get When your referee fulfils the Mox Credit Spend Requirement*, the cash reward he/she’ll get
1st and onwards HKD200 each HKD1,000 each

* Spend HKD1,000 across one or more Eligible Card Transaction(s) with Mox Credit from the date they open their Mox Account and the following 30 days.

Terms and Conditions apply. Please refer to the details about the Mox Referral Programme under the ‘Discover’ page (the gift box 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?
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The cash rewards will only be credited to the Mox Accounts of you and your friend once your friend’s transactions of at least HKD1,000 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?
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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.

How can I find out the total amount of cash rewards I have earned from the Mox Referral Programmes so far?
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You can find out how much in cash rewards you’ve earned from the Mox Referral Programmes under the ‘Discover’ page (the gift box icon in the upper right corner of the homepage) in your Mox app.

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?
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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.

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?
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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?
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No, we only count successful Mox Card purchase transaction(s) with a total transaction value of at least HKD1,000 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 10 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?
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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.

What is the Mox Bonus Promotion?
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From 1 November to 30 November 2023, customers can enjoy an additional 2.7% p.a. HKD savings rate by completing the Mox Bonus challenges.

For each Challenge Period, customers can earn interest at an additional 0.5% p.a. HKD savings rate on up to HKD500,000 deposit from the next calendar day^ by spending at least HKD5,000 on their Mox Card*.

Customers can earn interest at an additional 1.7% p.a. HKD savings rate on up to HKD500,000 deposit from the next calendar day^ by bringing in at least HKD20,000 of New Funds** during each respective Challenge Period.

Customer can earn interest at an additional 0.5% p.a. HKD savings rate on up to HKD500,000 deposits from the next calendar day^ by successfully having paid at least 3 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 Savings Account Balance held by you on that calendar day that is in excess of your Monthly Average Savings 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 (November 2023) apply.

What types of Mox Card transactions are not counted towards the Spending Challenge?
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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 8.5(b) in Schedule 1 (Terms and conditions for accounts and card management) to the General Terms and Conditions.

Where can I see my progress on the Mox Bonus Challenges?
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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, the total deposit balance you need to maintain to meet the Saving Challenge during the current Challenge Period, the number of Bill Payment transactions you have made in the past 35 days, as well as any Bonus Rate you are currently earning.

When will the interest I earn at a Bonus Rate be credited to my account(s) with Mox?
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Interest you earn at a Bonus Rate will be calculated on a 365-day year basis, based on your eligible savings deposit balance held with us as at 23:59:59 Hong Kong time on the day after a Completion Day of Spending Challenge, Saving Challenges or the 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 savings 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.

I have already spent HKD5,000 on my Mox Card during a Challenge Period. Why am I yet to receive interest at the 0.5% p.a. Bonus Rate?
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We will determine whether you have successfully completed the Spending 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).

You will be eligible for interest at the 0.5% p.a. bonus savings rate as soon as your eligible Mox Card transactions of at least HKD5,000 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.

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

What is the Welcome Bonus Promotion?
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New customers who successfully open a Mox Account* from 1 November to 30 November 2023, and set Mox as their default FPS bank on the first 60 days with Mox will earn interest at a Welcome Bonus Rate on their next-day savings deposits.

The Welcome Bonus Rate is an additional 3.2% p.a. HKD savings rate on up to HKD250,000 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 (November 2023) Terms and Conditions apply.

When will the interest I earn at the Welcome Bonus Rate be credited to my account(s) with Mox?
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Interest you earn at the Welcome Bonus Rate for particular a day will be calculated based on your eligible savings deposit 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 savings rate that you enjoy without participating in any promotions), on the next calendar day.

Can I join the Welcome Bonus Promotion and enjoy the Mox Bonus Promotion at the same time?
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Of course! If you are eligible for the bonus rates under both promotions on the same day, you can earn interest at a total savings rate of 6.2% p.a. on up to HKD250,000, and 3% on the next HKD250,000 of your HKD savings deposit held with us (that is, 3.2% p.a. up to HKD250,000 under the Welcome Bonus Promotion, 2.7% p.a. under the Mox Bonus Promotion plus the 0.3% base rate up to HKD500,000).