Frequently asked questions

Transfer
Can I change or cancel a local transfer?
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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.

Can I change or cancel a future-dated local transfer?
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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
I made a local transfer in Mox but I sent it to the wrong person. What should I do?
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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.

Where can I see my daily transfer limit and how do I change it?
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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
Is there a service charge for transferring money to / from my Mox account?
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No, it’s free to transfer Hong Kong dollars from and receive Hong Kong dollars into your Mox accounts.

How long does it take to process a local transfer request?
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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.

How can I avoid transferring funds to the wrong recipient?
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Make sure you review and double check all the payment details before you press “confirm” on the confirmation page.

If money has been incorrectly transferred into my account, do I need to return it? What are the consequences if I refuse to do so?
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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.

Does Mox accept foreign currency transfers?
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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).

Can I send money to my Mox Account through the Real Time Gross Settlement (RTGS) system?
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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.

What is JETCO Funds Transfer?
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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.

Who can I transfer funds to through JETCO ATMs?
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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.

Can I transfer funds from my Mox Account to overseas bank accounts with JETCO ATM?
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No, you can only transfer money in Hong Kong Dollars to Hong Kong bank accounts held with JETCO participating member banks.

Is there a daily limit for JETCO ATM interbank transfers?
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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’
Is there a service charge for making a JETCO ATM interbank transfer?
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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.

Under what circumstances would my JETCO ATM interbank transfer be rejected?
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If your Mox Account has insufficient funds or is suspended, your transaction will be rejected.

Which are the participating banks of JETCO interbank transfer service?
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Bank Code
Bank of Communications Co, Limited 027
Bank of Communications (Hong Kong) Limited 382
The Bank of East Asia, Limited 015
China CITIC Bank International Limited 018
China Construction Bank (Asia) Corporation Limited 009
Chong Hing Bank Limited 041
Dah Sing Bank, Limited 040
Fubon Bank (Hong Kong) Limited 128
Industrial and Commercial Bank of China (Asia) Limited 018
Nanyang Commercial Bank Limited 043
OCBC Wing Hang Bank Limited 035
Public Bank (Hong Kong) Limited 028
Shanghai Commercial Bank Limited 025
CMB Wing Lung Bank Limited 020
What information do you need for making a transfer at a JETCO ATM?
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You will need to have the beneficiary Bank code and account number before doing.

Is there any fee charged by beneficiary bank?
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Different beneficiary banks may have different charging policies.

What happens when I enter the wrong beneficiary account information?
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You will see in the display the beneficiary name and account number before you proceed.

If my recipient’s FPS proxy ID is being flagged by the scam prevention alert in the Mox app, how can I remove the alert?
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The scam prevention alert is generated based on information collected from scam reports and recorded in the Scameter of the Hong Kong Police Force. Please contact them at enquiry@cyberdefender.hk if you think the FPS proxy IDs are not tagged correctly.

Will Mox be able to help to remove the scam prevention alert from my FPS proxy IDs?
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No, Mox cannot do the deletion. The scam prevention alert is generated based on information collected from scam reports and recorded in the Scameter of the Hong Kong Police Force. Please contact them at enquiry@cyberdefender.hk if you think the FPS proxy IDs are not tagged correctly.

If I want to report a suspicious FPS proxy ID, what should I do?
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The scam prevention alert is generated based on information collected from scam reports and recorded in the Scameter of the Hong Kong Police Force. If you suspect a crime case has occurred, please report to the Hong Kong Police Force at a police station or via Hong Kong Police Force e-Report Centre.

If there is no scam prevention alert message relating to my recipient, does it guarantee it is safe to transfer to him/her?
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No, it is not guaranteed. The scam prevention alert message will only be shown if the recipient’s FPS proxy ID is included in the scam reports provided by the Hong Kong Police Force. If there has not been any report to the Police against a particular FPS proxy ID, the FPS proxy ID will not be included in the scam prevention alert.

Why is my recipient’s FPS proxy ID which was previously not tagged with the scam prevention alert being tagged now?
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The FPS proxy IDs flagged as "High Risk" in Scameter and included in the scam prevention alert are based on information collected from scam reports provided by the Hong Kong Police Force. If there has not been any report to the Police against a particular FPS proxy ID, the proxy ID will not be included in the scam prevention alert.

What is the source of the scam prevention alert and how is my private information being protected?
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The scam prevention alert is generated based on information collected from scam reports and recorded in the Scameter of the Hong Kong Police Force. Please visit the webpage of Scameter for more details.

Why I found my FPS proxy ID on the scam prevention alert when doing FPS transfer? I did not commit any crime!
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According to the record provided by the Hong Kong Police Force, your FPS proxy ID is related to a scam report. Please contact them at enquiry@cyberdefender.hk if you think the FPS proxy ID is not tagged correctly.

I discovered my recipient's mobile number had been flagged in Scameter. How come the bank did not alert me when I now try to make payment to this FPS proxy ID?
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The scam prevention alert is generated based on information collected from scam reports provided by the Hong Kong Police Force and updated from time to time on a daily basis. Please check again that the payee is trustworthy before you proceed with the transaction.

I discovered my recipient's mobile number has been flagged in Scameter. How come the bank did not alert me when I previously made payment to this FPS proxy ID?
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The FPS proxy IDs flagged as "High Risk" in Scameter and included in the scam prevention alert are based on information collected from scam reports provided by the Hong Kong Police Force. If there has not been any report to the Police against a particular FPS proxy ID, the proxy ID will not be included in the scam prevention alert.

How would I know if my recipient’s FPS proxy ID (i.e. mobile number/email address/FPS Identifier) has been flagged by Scameter?
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You can check Scameter to see if the recipient’s FPS proxy ID has been flagged as “High Risk”.

When performing an FPS transaction with use of a FPS proxy ID via the Mox app, Mox will display a scam prevention alert message for those FPS proxy IDs flagged in the scam reports provided by the Hong Kong Police Force. You are advised not to make any transactions to the recipient unless you have carefully verified the recipient’s identity and ensure that the recipient is trustworthy.

If a recipient’s mobile number is flagged as “High Risk”, will his/her email address or FPS Identifier also be flagged by Scameter and be included in the scam prevention alert?
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The FPS proxy IDs flagged as "High Risk" in Scameter and included in the scam prevention alert are based on information collected from scam reports provided by the Hong Kong Police Force. If there has not been any report to the Police against a particular FPS proxy ID, the FPS proxy ID will not be included in the scam prevention alert.

Can I confirm or accept the scam prevention alert message and make the FPS transfer to the FPS proxy ID despite being alerted?
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Yes, you can, but please be reminded that the transaction has high risk of fraud. You are advised to always verify the payment details (including the recipient’s identity) of every single transaction before making payment.

Add money
Which banks support Mox’s ‘Add money’ feature?
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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
  • Citibank (Hong Kong) 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
What is the transaction limit if I use the ‘Add money’ feature to ‘pull’ money into Mox?
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There is no limit for each ‘Add money’ transaction with the following banks:

  • Standard Chartered Bank (Hong Kong) Limited
  • Citibank (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.

Why do I get a letter from the other bank after adding money?
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'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.

Why do I receive an error when I make a second ‘Add money’ request for the same amount shortly after the first?
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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.

Can I use the ‘Add money’ feature to transfer money to Mox from a joint account at other banks?
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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.

Scheduled payment
How do I change or cancel a scheduled or recurring transfer / payment?
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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"
When is the latest time for me to edit or delete a scheduled transfer?
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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.

From which account(s) can I set up scheduled/recurring payments using the ‘Transfer’ function in the Mox app?
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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.

Can I change or cancel my scheduled/recurring payments after they are set up?
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Yes, once you have set up a scheduled/recurring payment, you can change or cancel it anytime.

FPS
I have set up a recurring or scheduled payment to an FPS default bank via phone number or email address. After the FPS default bank is changed to a different bank, why did the payment still go to the previous FPS default bank?
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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.

Which types of proxy does Mox accept for FPS registration?
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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.

How can I check if I have set Mox as my FPS registered bank?
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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.

Can I make FPS payments from any of my Mox account(s) or Mox Credit?
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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.

Bill payment
What merchants can I pay using the ‘Bill Payment’ feature?
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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.

When using the ‘Bill Payment’ feature, which account will the payment amount be deducted from?
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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.

Is there any cut-off time for ‘Bill Payment’ transactions?
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’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.

Will my ‘Bill Payment’ transaction be processed if typhoon signal or rainstorm warning is hoisted?
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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.

What should I do if I submitted wrong ‘Bill Payment’ information?
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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.

Can I set up scheduled and/or recurring bill payment transactions?
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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’
What is my daily limit for overseas transfers?
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Your daily limit for overseas transfers is included in your daily transfer limit.

To view or change this daily limit:

  1. log in to your Mox app;
  2. go to side menu and select “Settings”;
  3. select “Account & Mox Card settings”;
  4. go to “Daily limits”; and
  5. see “Transfer limit”, “Transfer and bill payment” to view details.

To calculate whether you have reached your daily limit, we will look at the total amount you have transferred in the currencies you have sent, converted into Hong Kong dollars.

How many overseas transfers can I make each day?
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For transfers of Foreign Currencies directly from your Mox Account, you can make as many transfers as you want, subject to any limits set by you or us or any authorities for overseas transfers (for example, the ‘daily limits’ set out in your Mox app).

For transfers where you need to exchange Hong Kong dollars in your Mox Account to a Foreign Currency, you will be able to carry out such currency exchange and transfer only if you have not made more than 50 currency exchange transactions (whether as part of an overseas transfer or otherwise) that day.

What platforms can I transfer money to for each currency?
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You can transfer Foreign Currencies to the platforms listed below.


Foreign CurrenciesReceiving platforms
AUD
  • Local bank account with bank account number
EUR
  • Local bank account with bank account number (“IBAN”)
GBP
  • Local bank account with bank account number
  • Local bank account with IBAN
JPY
  • Local bank account with bank account number
IDR
  • Local bank account with bank account number
  • GoPay (e-wallet)
  • OVO (e-wallet)
  • DANA (e-wallet)
  • LinaAia (e-wallet)
  • Shopee Pay (e-wallet)
INR
  • Local bank account with bank account number
  • Local bank account via the Unified Payments Interface
PHP
  • Local bank account with bank account number
  • PayMaya (e-wallet)
  • GCash (e-wallet)
  • GrabPay (e-wallet)
  • Starpay (e-wallet)
  • Bayad wallet (e-wallet)
  • TayoCash (e-wallet)
  • Shopee Pay (e-wallet)
  • JuanCash (e-wallet)
SGD
  • Local bank account with bank account number
  • Local bank account or e-wallet via PayNow
USD
  • Local bank account via the Automated Clearing House Network
CNY
  • Alipa (e-wallet)
Can I transfer money to Mainland China? What is the limit for transfers into Mainland China?
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Currently, Mox supports the sending of CNY to accounts held with Mainland China Alipay.

You can send up to CNY50,000 per transaction, and CNY500,000 per recipient, per calendar year. Each account held with Mainland China Alipay can only receive a maximum of 10 overseas transfers per calendar month from anywhere.

Transfers to accounts held with Mainland China Alipay are subject to terms and conditions issued by Mainland China Alipay and rules and regulations of the People’s Republic of China. Transfers to Mainland China may be rejected due to such restrictions.

How should I fill in the recipient’s information for transfers of CNY to Mainland China Alipay?
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When transferring to Mainland China, the recipient name you provide must be exactly the same as the one registered in Mainland China Alipay’s records. Please enter the recipient’s name in Pin Yin if the recipient’s name is in Chinese.

What are the applicable charges for overseas transfers?
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There are two types of fees that may be applicable to your overseas transfer:

1.We will charge you a fee for the actual transfer, which we call the “Remit Fee”.

Whilst the Remit Fee for each transfer will vary (depending on the country or region the transfer is being made to, the amount being transferred and any other factors we may determine to be relevant), if:

  • you are making a transfer of a Foreign Currency directly from your Mox Account, we will charge a minimum fee of 1 unit of that Foreign Currency (e.g. 1 USD, 1 GBP, 1 SGD etc.); and
  • if you are making a transfer of a Foreign Currency where you need to also carry out a currency exchange as part of the transfer, we will charge a minimum fee of 1 unit of the Foreign Currency that you are transferring (e.g. 1 USD, 1 GBP, 1 SGD etc.), in Hong Kong dollars.

2.If you are making a transfer of a Foreign Currency where you need to carry out a currency exchange as part of the transfer, we will also charge an FX fee for the currency exchange.

All fees associated with the transfer, including any FX fee, will be displayed in the Mox app before you confirm to proceed with the transaction.

Below are examples of how you will be charged for different transfers using Express Remit.


Currency you have in your accounts Sample scenario Fees you will be charged Currency you will be charged in
AUD, EUR, GBP, SGD, USD I have USD and I’m sending USD to USA Remit Fee USD
HKD I have HKD and I’m sending USD to USA FX fee and Remit Fee HKD
CNY*, JPY* I have CNY and I’m sending CNY to China FX fee and Remit Fee HKD

*You will still need to carry out a currency exchange as part of the transfer for these currencies, even if you have these currencies in your Mox Account.

Can I cancel an overseas transfer that I have made using Express Remit?
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It is not possible to change or cancel an overseas transfer once you have pressed the confirm button.

Please double check the details of the intended recipient and transfer amount before you confirm the transfer.

When will the recipient receive an overseas transfer I have made using Express Remit?
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The delivery time may vary depending on the country or region the transfer is being made to. It may also be affected by our internal processing time, our payment processor’s processing time and the handling time of recipients’ platforms. The transfer could take as little as 20 seconds or up to a week.

The estimated delivery time for an overseas transfer, as provided by our payment processor, will be displayed on the Mox app before you confirm the transfer. The estimated delivery time is for reference only and not guaranteed.

Other than the Remit Fee and FX fee, what other fees will be charged for overseas transfers?
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All applicable fees charged by Mox will be displayed in the Mox app before you confirm to proceed with the transaction.

Some receiving platforms may charge fees for receiving funds. Please contact the recipient’s platform for information regarding fees they may charge.

Which currencies can I transfer overseas using Express Remit?
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Currently you can transfer EUR, AUD, GBP, SGD, JPY, CNY, PHP, IDR, INR and USD overseas using Express Remit.

Where can I transfer money to using Express Remit?
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Currently, you can only send currencies to countries where the currency is the national currency.

For example, you can only send USD to the US and GBP to the UK.

Can I transfer money overseas using Foreign Currency that is already in my accounts with Mox?
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You can send USD, SGD, GBP, AUD and EUR overseas directly from your Mox Account.

However, you cannot send CNY and JPY overseas, directly from your Mox Account (even if you have CNY and JPY in your Mox Account). You must exchange Hong Kong dollars in your Mox Account into CNY or JPY, the proceeds of which will be sent overseas.

Can I schedule an overseas transfer?
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No, Mox does not support scheduled overseas transfers currently.

How will I know if the recipient has received the transfer I have made using Express Remit?
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We will send notifications to you at each step of the transfer. You will see an estimated time by which the funds should be delivered to the recipient’s platform. The delivery time is also affected by our internal processing time, our payment processor’s processing time and the handling time of the recipients’ platforms.

Please ask the recipient to verify the receipt of funds as Mox will not know when the funds are deposited into the recipient’s account by the recipient’s platform.

Will the amount I wish to transfer using Express Remit be deducted from my account immediately after I confirm the transfer?
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Yes, the amount you wish to transfer and the applicable Remit Fee and FX fee must be available in your account at the time you confirm to proceed with the transfer and will be deducted from your account immediately after you confirm to proceed with the transfer.

What is the minimum amount I can transfer overseas using Express Remit?
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The minimum amounts for overseas transfers for each currency are set out below:


Transfer typeMinimum amount (inclusive of Remit Fee and FX fee (as applicable))

If you are transferring a Foreign Currency diredtly from your Mox Account

USD: USD100

AUD: AUD100

GBP: GBP100

SGD: SGD100

EUR: EUR100

If you need to exchange HKD in your Mox Account for a Foreign Currency to transfer overseas

HKD to USD: 1,000HKD

HKD to AUD: 1,000HKD

HKD to GBP: 1,000HKD

HKD to SGD: 1,000HKD

HKD to EUR: 1,000HKD

HKD to CNY: 2,000HKD

HKD to JPY: 5,000 HKD

HKD to INR: 2,000HKD

HKD to IDR: 2,000HKD

HKD to PHP: 2,000HKD


We will review the minimum amounts for overseas transfers for each currency from time to time.

Does Mox provide Foreign Currency transfers?
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Yes, we support outward transfers of Foreign Currencies powered by Wise Payment Ltd, a global payment company. For more information, please visit their website.