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. We do not support inward and outward transfers of foreign currencies or cross-border payments (in either HKD or foreign currencies).

Can I send money to my Mox account through RTGS (Real Time Gross Settlement) system?
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Yes, you can send money to your Mox account through Real Time Gross Settlement (RTGS) system. Currently, only transactions in Hong Kong Dollars (HKD) are accepted. Use ‘MOXBHKHK’ as the Business Identifier Code (BIC code) for RTGS transactions. There is no charge from Mox if you receive money from accounts at other banks via RTGS, but please note that other banks may have different charging policies.

Reminder: Mox currently does not support sending money to other banks through RTGS.

Add money
Which banks support Mox’s ‘Add money’ feature?
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The ‘Add money’ feature allows you to ‘pull’ money into Mox from your other banks for free, without leaving our app.

The list of banks 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
  • Livi Bank Limited
  • Nanyang Commercial Bank, Limited
  • The Bank of East Asia, Limited
  • ZA Bank Limited
What is the transfer limit if I use the ‘Add money’ feature to ‘pull’ money into Mox?
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There is a HKD2,000 limit for each ‘Add money’ transaction with the following banks:

  • Bank of China (Hong Kong) Limited
  • China Construction Bank (Asia) Corporation Limited
  • DBS Bank (Hong Kong) Limited
  • Nanyang Commercial Bank, Limited
  • The Bank of East Asia, Limited

There will be no such transfer limit for Standard Chartered Bank (Hong Kong) Limited, China CITIC Bank International Limited, Livi Bank Limited and ZA Bank Limited.

Don't worry, you can continue to make as many ‘Add money’ transfers as you like 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 or recurring ‘Bill Payment’ transactions?
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We currently do not support scheduled or recurring Bill Payment transfers. Stay tuned as we continue to expand our services!