Frequently asked questions

“Jailbreaking” or “rooting” is the process of removing the “protection mechanisms” from your device and allowing the user of the device to install a wide range of unofficial apps that may either tamper with other apps on the device or that may contain malware. As you can imagine, this can leave the jailbroken/rooted device in a vulnerable state, putting information and data on the device at risk, or make the device prone to potential attacks.

To keep your account and information secure, we do not allow jailbroken or rooted devices to be used in order to access the Mox app.

If you cannot use your Mox app, you will not be able to access Mox, which means you cannot check on your transactions, transfer funds, pay bills, repay your Mox Credit etc.

Please download and install Mox app from the official Apple App Store or Google Play Store on a non-jailbroken/rooted device as soon as possible

Starting from Mox app version 1.5.15, you will not be able to use your Mox app from a jailbroken/rooted device. All Mox customers must upgrade the Mox app to this latest version by 31 March 2022.

If you decide not to transfer your Mox app to a non-jailbroken/rooted device, you will not be able to access your Mox Account and all other bank functions, and you may be liable for interest, fees and charges on any overdue payments, such as your Mox Credit payments, instalment payments etc.

If you have any questions, please contact our Customer Care Team by our in-app call or live chat. We are happy to help.

Keeping your money and information secure is our top priority. We take pride in using multi-level security procedures, including tools and techniques for encryption, identity verification and fraud prevention, in order to protect your account, transactions and personal information. Visit here to learn more.

If you think you have simply misplaced the Mox Card and want to look first but still take precautions, you can temporarily lock your Mox Card in the app by following the steps below:

1. Log in to the app
2. Select “View details” on the Mox Card image on the home screen
3. Select “Lock card”

If your Mox Card is lost or has been stolen, make sure to first lock the Mox Card and then report it as lost in the app:

1. Log in to the app
2. Select “View details” on the Mox Card card image on the home screen
3. Select “Replace card” and choose “It’s lost” as the replacement reason

Mox will send you a new card and permanently deactivate the old card. You can also consider reporting the loss to the police.

When a lost card is reported and replaced, you will be issued a new card number. Please remember to change any recurring transactions (e.g. your mobile subscription) to your new card number. For assistance, feel free to contact us in the app by selecting “Contact us” in the menu.

If you suspect you’ve been the victim of fraud, you must lock your Mox Card and get in touch with us as soon as possible.

You can lock your card by going to the Mox app, and on the home screen, select "Lock card".

For any other concerns, please contact us via:

• The voice call or live chat function in the Mox app
• Hotline at +852 2888 8228
• Email at care@mox.com

You are advised to report to Police, but the bank’s investigation on the case is independent from police actions, if any.

If you have accidentally shared your account details or password or suspect any suspicious activity or unauthorised access to your account, it's crucial to take the following steps:

1. Change your password. To do so, log in to the app and go to Settings, then choose Account and Mox Card settings
2. Once you have changed your password, lock your card and request a new one. We will immediately issue a new digital Mox Card to you and send you a new physical card.
3. Lastly, please contact us via the following ways so that we can help you prevent similar incident from happening again:
   • The voice call or live chat function in the Mox app
   • Hotline at +852 2888 8228
   • Email at care@mox.com

Phishing is the fraudulent attempt to obtain sensitive information such as usernames, passwords, and card details by disguising oneself as a trustworthy entity in an electronic communication (e.g. email). For example, phishing emails will almost always tell you to click on a link that takes you to a site which imitate true brands, such as our Mox brand, where your personal information is requested. In addition to fraudulent emails/websites, scammers can also establish fraudulent mobile applications imitating our brand to compromise your accounts and trick you in divulging your personal information.

If you receive a suspicious email or phone call claiming to be from us, please report the incident via email to hoax@mox.com, or forward the email with the attachments included and you should then delete the email straight away. In addition, please contact our Customer Care Team via the following ways immediately if you suspect any unauthorized access or transactions on your account:

• The voice call or live chat function in the Mox app
• Hotline at +852 2888 8228
• Email at hoax@mox.com

If you are not sure if a transaction is legitimate, please contact us via the following ways and we’ll investigate.

• The voice call or live chat function in the Mox app
• Hotline at +852 2888 8228
• Email at care@mox.com

Please refer to our security tips.

Yes, with your Mox Card you can buy securely at online stores with Mastercard SecureCode.

When making a purchase online, you will receive an SMS carrying a passcode, which you need to input to enable the purchase. With this, the system will authenticate that it is you, and not another person, who want to make this payment.

If you receive a SMS with a passcode to make an online purchase that wasn’t initiated by you, please get in touch with us through Mox app immediately.

Yes, we do! You'll be prompted to use it when specific merchants request that you use 3DSecure when making online transactions.

Yes, Mox monitors all card transactions and mobile activities 24/7. If we detect suspicious activities on your account, we will reach you by in-app notification to verify the transaction.

Mox may contact you through pre-recorded message for account or card irregularities but Mox will never ask for verification via recorded message. If we suspect any suspicious activities on your Mox card or Mox app, we will contact you via live phone call.

Mox will contact you via +852 2888 8228. Mox may contact you using a different phone number for marketing promotions.

Mox will send an app push notification prior to calling you, so please check the Notifications in the app first if someone says he/she is calling you from Mox.

If ever in doubt, please contact us via the app or call us at +852 2888 8228, as soon as possible.

For more information on bogus phone calls, please click here.

You can simply follow these steps to regain access to your Mox account:

1. In the Mox app, tap "Log in to your Mox account"
2. Follow the instructions on the screen for verification
3. You can allow facial or fingerprint recognition login for a better Mox experience
4. Voila! You've regained access to your Mox account

After completing these steps, for your account security, you will no longer be able to access your Mox account on your old device.

The notification is meant to improve visibility and help you monitor your account login records. It serves as an extra step to protect your account by identifying any suspicious login activities.

This notification is essential for the protection of your account. If we detect logins from new locations or devices, we will alert you so that you can stay vigilant and secure.

If the country/region mentioned in our notification does not match your current location, there is a chance that your Mox Account has been compromised. We strongly recommend resetting your passcode and blocking your card through the Mox app. Additionally, please reach out to our Customer Care Team immediately for assistance with the investigation.

While visiting countries/regions outside of Hong Kong, you can continue using your Mox app without any interruptions. However, if you detect any login activities which are suspicious to you, we recommend you to reset your passcode, lock your Mox Card through the Mox app, and contact our Customer Care Team immediately.

Mox utilises available information to the best of our abilities to help you identify suspicious login activities. It is important to note that several factors can impact the accuracy of the displayed location information, such as the use of VPNs, different network connections, or phone settings.

If any login activities detected are suspicious to you, we recommend you to reset your passcode, lock your Mox Card through the Mox app, and contact our Customer Care Team immediately.

To manage your accessibility permissions for the apps on your phone, find your mobile device from the list below and follow the provided instructions.

Samsung

1. Go to device “Settings” > Tap or Search “Accessibility”
2. Select “Installed apps”
3. Select the app(s) with potential risks
4. Turn off accessibility permission for the app(s)

Huawei

1. Go to device “Settings” > Tap or Search “Accessibility features”
2. Select “Accessibility”
3. Select “Installed Services”
4. Select the app(s) with potential risks
5. Turn off accessibility permission for the app(s)

Xiaomi

1. Go to device “Settings” > Tap or Search “Additional settings”
2. Select “Accessibility”
3. Select “Downloaded apps”
4. Select the app(s) with potential risks
5. Turn off accessibility permission for the app(s)

Google Pixel

1. Go to device “Settings” > Tap or Search “Accessibility”
2. Select the app(s) with potential risks under “Downloaded apps”
3. Turn off accessibility permission for the app(s)

HONOR

1. Go to device “Settings” > Tap or Search “Accessibility features”
2. Select “Accessibility”
3. Select the app(s) with potential risks under “Downloaded Services”
4. Turn off accessibility permission for the app(s)

Sony

1. Go to device “Settings” > Tap or Search “Accessibility”
2. Select the app(s) with potential risks
3. Turn off accessibility permission for the app(s)

Oppo

1. Go to device “Settings” > Tap or Search “System Settings”
2. Select “Accessibility”
3. Select the app(s) with potential risks under “More”
4. Turn off accessibility permission for the app(s)

VIVO

1. Go to device “Settings” > Tap or Search “Shortcuts & Accessibility”
2. Select “Accessibility”
3. Select the app(s) with potential risks
4. Turn off accessibility permission for the app(s)

Note: The process of changing the accessibility settings may vary, depending on the mobile device manufacturer and the operating system.