Frequently asked questions

Unless it’s future-dated, you can’t change or cancel a local transfer once you’ve pressed confirm. Please double check that you have the right recipient and transfer amount before you confirm a transfer.

Yes. To change or cancel a future-dated transfer, you can:

1. Log in to the app
2. Go to “Actions” and select “Transfer”
3. Your upcoming transfers are shown under “Rules”. Click “Edit” to change or remove

If the details you provided were incorrect but we processed your instruction correctly, such transaction is still a valid one and we cannot retrieve the transferred funds. However, we will try to help where we can. Get in touch with our Customer Care Team via the Mox app.

To view or change your daily limit, you can:

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

No, it’s free to transfer Hong Kong dollars from and receive Hong Kong dollars into your Mox accounts.

All local transfers are sent in real time to the recipient and you will usually receive immediate confirmation. However, the receiving bank may take time processing and settling the request.

Invite your friends to use Mox, and be sure to enjoy real time transfer.

Make sure you review and double check all the payment details before you press “confirm” on the confirmation page.

Get in touch with our Customer Care Team via "Contact us" in the Mox app and we will work with you to return the funds to the owner. We may take legal action in certain circumstances.

Currently, we only accept local HKD transfers and USD transfers (inward only). We do not support outward transfers of any foreign currencies or cross-border payments (whether in HKD or foreign currencies).

Yes, you can send money from other Hong Kong bank accounts to your Mox Account through RTGS. To do this, use ‘389’ or ‘Mox Bank Limited’ as the payee bank and input your account number and account name. Currently, you can receive Hong Kong Dollars (HKD) and United States Dollars (USD) from Hong Kong bank accounts .

We will not charge you if you receive money from accounts at other banks via RTGS, but please note that other banks may have different charging policies.

Please note: we currently do not support sending money to other banks through RTGS.

Mox Customers can now transfer and receive money in Hong Kong Dollars via any Hong Kong JETCO ATM (with the ‘Interbank Transfer’ logo) to and from Mox Accounts or another Hong Kong account that is held with a JETCO member bank which supports interbank fund transfers.

You can use the receiving bank account number to transfer funds to another account in a JETCO member bank which supports interbank transfers through any Hong Kong JETCO ATMs (with the ‘Interbank Transfer’ logo).

Please refer to the "List of JETCO participating member banks” in these FAQs.

No, you can only transfer money in Hong Kong Dollars to Hong Kong bank accounts held with JETCO participating member banks.

Yes, the daily limit on the JETCO ATM interbank transfer amount is shared with your daily limit on your ATM cash withdrawals.

In other words, if you set a HKD20,000 daily limit on local ATM cash withdrawal and you make an interbank fund transfer of HKD15,000, the remaining cash amount you may withdraw from the ATM is HKD5,000 for the same day.

To view or edit your daily limit for JETCO ATM interbank transfers or cash withdrawals:

1. Log in the Mox app
2. Go to ‘Settings and select ‘Account & Mox Card settings’

There is no service charge from Mox if you make interbank transfers or receive funds from interbank transfers. But please note that other banks may have different charging policies.

If your Mox Account has insufficient funds or is suspended, your transaction will be rejected.

You will need to have the beneficiary Bank code and account number before doing.

Yes, as far as the beneficiary bank allows.

Yes.

Different beneficiary banks may have different charging policies.

You will see in the display the beneficiary name and account number before you proceed.

The ‘Add money’ feature allows you to ‘pull’ money into your account(s) with Mox from your account(s) with other banks for free, without leaving the Mox app.

The list of banks that we support for this feature includes the following banks, and we’re working to expand this list:

• Standard Chartered Bank (Hong Kong) Limited
• Bank of China (Hong Kong) Limited
• China CITIC Bank International Limited
• China Construction Bank (Asia) Corporation Limited
• DBS Bank (Hong Kong) Limited
• Hang Seng Bank Limited
• Livi Bank Limited
• Nanyang Commercial Bank, Limited
• The Bank of East Asia, Limited
• The Hongkong and Shanghai Banking Corporation Limited
• Welab Bank Limited
• ZA Bank Limited

There is no limit for each ‘Add money’ transaction with the following banks:

• Standard Chartered Bank (Hong Kong) Limited
• Livi Bank Limited
• Welab Bank Limited
• ZA Bank Limited

There is a HKD10,000 limit for each ‘Add money’ transaction* with the following banks:

• Bank of China (Hong Kong) Limited
• DBS Bank (Hong Kong) Limited
• Hang Seng Bank Limited
• The Hongkong and Shanghai Banking Corporation Limited

There is a HKD2,000 limit for each ‘Add money’ transaction* with the following banks:

• China CITIC Bank International Limited
• China Construction Bank (Asia) Corporation Limited
• Nanyang Commercial Bank, Limited
• The Bank of East Asia, Limited

*Don’t worry, if the amount you want to bring into Mox exceeds the transaction limit, you can make as many ‘Add money’ transactions as you need each day.

'Add money' is using electronic direct debit authorisation (eDDA) from FPS to transfer money from another bank to Mox. Some banks would issue confirmation to the customer through SMS notification or mail.

This is to prevent you from accidentally sending duplicate requests. If you would like to make the second ‘Add money’ request soon, just choose a different amount and the instruction will be processed.

It depends. When using ‘Add money’ to pull funds into Mox from your joint account at another bank, whether this is accepted depends on the checks at that corresponding bank. Please note the review may take longer than usual to complete the fund transfer.

As a reminder to use ‘Add money’, please make sure the name of your Mox account matches the name of the account holder at your other bank.

To change or cancel a recurring transfer / payment, you can:

1. Log in to the app
2. Select “Actions" tab
3. Select "Transfer"
4. Select the scheduled or recurring payment you want to edit under "Rules"

You can edit or delete a scheduled transfer before the execution date. For example, if your transfer is scheduled on Feb 2, you can edit or delete the payment by the end of Feb 1.

For recurring transfer, the edit or deletion on the execution date will apply to the next payment.

You can set up scheduled/recurring payments using the ‘Transfer’ function in the Mox app from any of your Mox accounts (i.e. your Mox Account or any of your Goal accounts) or your Mox Credit, and any such payment will be deducted from the relevant account you have selected at the time it is effected and processed.

Yes, once you have set up a scheduled/recurring payment, you can change or cancel it anytime.

Your recurring or scheduled payments to a phone number or email address will always be sent to the FPS default bank account at the time of set-up. This is to protect you from sending money to an unintended recipient.

If you are aware of a change in FPS default bank of the recipient, we suggest editing your recurring or scheduled transfers accordingly.

You can set Mox as your FPS registered bank with your mobile number or HKID number. Currently, FPS registration using email address or FPS ID is not supported.

You can easily check this under the “Settings” page. Simply go to “FPS registrations” under “Account & Mox Card settings”, and you will be able to see all your FPS registrations using various type of proxies, with Mox and other financial institutions.

Yes, you can select any of your Mox accounts (i.e. your Mox Account or any of your Goal accounts) or your Mox Credit to make FPS payments. For transfers made from your Mox Credit, please refer to the section ‘Will I be charged any fees for transferring money from my Mox Credit?’ in these FAQs.

Please note that transfers from Mox Credit can only be made to another Mox user, any other non-Mox Hong Kong bank account or other FPS “Participants”.

Please refer to Schedule 2 (Terms and Conditions for Payments and Transfers) of the General Terms and Conditions for further details.

You can make payments to merchants in a wide range of industries, such as public utilities, telecommunications, government and private organisations. Please refer to the Mox app for the latest list of organisations as it updates from time to time.

You can choose to pay bills using the money in your Mox Account, Goal accounts or the available-to-spend balance on your Mox Credit. Please ensure the account you select has sufficient money to pay the bill, or the transaction will not be accepted.

’Bill Payment’ instructions submitted on or before 16:00 Hong Kong Time from Monday to Friday (excluding public holidays) will be sent to merchants on the same day.

Other Bill Payment instructions (submitted after 16:00 Hong Kong Time on Monday to Friday, on Saturday, Sunday or public holidays) will be processed on the next working day. A pending transaction record will be shown under the ‘Activity’ list on your Mox app. You will also receive a confirmation notification after the payment is successfully sent to the merchant.

Friendly reminder: Once you’ve confirmed to submit a Bill Payment transaction, the payment amount will be deducted immediately from your deposit balance or Mox Credit available-to-spend amount, regardless of whether the amount is sent to the merchant on the same day.

When typhoon signal number 8 or above, or black rainstorm warning signal is hoisted in Hong Kong, your Bill Payment transactions will be processed following the settlement handling procedures of the Hong Kong Interbank Clearing Limited (HKICL). You’re advised to arrange your payments in advance to avoid unexpected delays.

You cannot cancel a ‘Bill Payment’ transaction once it has been submitted. Please be reminded to check and ensure all information is accurate before your submission. If you have submitted any inaccurate information, you’ll need to contact the merchant directly to rectify the transaction.

Yes, you can now set up scheduled and/or recurring bill payments. To view, edit or cancel your scheduled and/or recurring bill payments, you can:

1. Log into the Mox app
2. Go to ‘Actions’ and select ‘Pay bills’
3. If you have set up scheduled or recurring instructions, you will be able to check, edit or cancel under ‘Rules’