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 and US dollars from and receive Hong Kong dollars and US dollars into your Mox Account.

We will not charge you if you send/ receive US dollars from/into your Mox Account to/from other banks via Real Time Gross Settlement (RTGS) system, but please note that other banks may have different charging policies.

All local HKD 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.

Local USD transfers (i.e. transferring USD from your Mox Account into another HK bank account) may take a few working days to process, subject to internal processing time and cut-off schedule of the other bank. Any local USD transfers submitted out of business hours (i.e. Monday to Friday, during 9:00am to 4:30pm, except Hong Kong Public Holidays) will be processed on the next business day.

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 accept inward transfers in USD from Hong Kong banks. We do not support the receipt of Foreign Currency transfers from overseas.

Yes, you can receive money from other Hong Kong bank accounts into 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 in currencies other than USD to other banks through RTGS.

We support sending USD to the following Hong Kong banks locally:

You can only transfer USD internally to your own accounts (i.e. USD invest account). Currently you cannot send USD funds to other Mox users.

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.

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

Different beneficiary banks may have different charging policies.

Currently, we will show you a high risk alert when you transfer money to a recipient using his/her FPS proxy ID (i.e. mobile number/email address/FPS Identifier) or bank account number and such FPS proxy ID/ bank account number appears in the information we collect from the scam reports provided by the Hong Kong Police Force.

We will show you a high risk alert if the recipient’s FPS proxy ID/bank account number/SVF account number appears in the information we collect from the scam reports provided by the Hong Kong Police Force.

We will show you high risk alerts for local payments you make to individual bank accounts and SVF accounts on the Mox app, in real-time and in Hong Kong dollars, using the recipient’s FPS proxy ID/bank account number/SVF account number only.

We will not show you high risk alerts for payments you make through other channels or means.

We will show you high risk alerts for payments made in real-time only.

We will show you a high risk alert if the recipient’s FPS proxy ID/bank account number/SVF account number appears in the scam reports provided by the Hong Kong Police Force at the time you set up the scheduled or recurring payment(s), but we will not show you any high risk alerts after your scheduled or recurring payment has been set up (including when the actual payment(s) is made), even if the recipient’s FPS proxy ID/bank account number/SVF account number appears in the scam reports at the time the actual payment(s) is made.

The high risk alert is generated based on information collected from scam reports provided by the Hong Kong Police Force. Please contact them at enquiry@cyberdefender.hk if you think the FPS proxy ID/bank account number/ SVF account number have been tagged incorrectly.

No, Mox cannot do the deletion. The high risk alert is generated based on information collected from scam reports provided by the Hong Kong Police Force. Please contact them at enquiry@cyberdefender.hk if you think the FPS proxy ID/bank account number/ SVF account numbers have been tagged incorrectly.

The high risk 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.

No, it is not guaranteed. The high risk alert message will only be shown if the recipient’s FPS proxy ID/ bank account number/ SVF account number 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/ bank account number/ SVF account number, such FPS proxy ID/ bank account number/ SVF account number will not be included in the high risk alert. You are advised to always verify the payment details (including the recipient’s identity) of every single transaction before making payment.

The FPS proxy ID/ bank account number/ SVF account numbers flagged as "High Risk" by the Hong Kong Police Force and tagged with the high risk alert in the Mox app 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/ bank account number/ SVF account number, the FPS proxy ID/ bank account number/ SVF account number will not be tagged with the high risk alert.

The high risk alert is generated based on information collected from scam reports provided by the Hong Kong Police Force. Please visit the webpage of Scameter for more details.

Your Mox FPS proxy ID/ bank account number may have been flagged as being related to a scam by the Hong Kong Police Force. Please contact the Hong Kong Police Force at enquiry@cyberdefender.hk if you think your Mox FPS proxy ID/ bank account number has been flagged incorrectly.

The high risk 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.

The FPS proxy ID/bank account number/SVF account number flagged as "High Risk" by the Hong Kong Police Force and tagged with the high risk 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/bank account number/SVF account number, the FPS proxy ID/bank account number/SVF account number will not be tagged with the high risk alert.

The scope of this high risk alert mechanism at this stage does not cover corporate bank accounts. The scope will be reviewed from time to time.

You can check Scameter to see if the recipient’s FPS proxy ID/ bank account number/ SVF account number has been flagged as “High Risk”.

When making a payment using an FPS proxy ID/ bank account number/ SVF account number via the Mox app, Mox will display a high risk alert for those FPS proxy IDs/bank account numbers/SVF account numbers appearing in 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 you suspect you have been scammed, you may visit a police station or the Hong Kong Police Force e-Report Centre to file a report. In tandem, please report the case to Mox.

If I try to make a payment to the recipient using his/her email address/FPS Identifier/bank account number/SVF account number, will you also show me a high risk alert?

The FPS proxy IDs/ bank account numbers/SVF account numbers flagged as "High Risk" by the Hong Kong Police Force and for which we show high risk alerts 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/bank account number/ SVF account number, we will not show you a high risk alert for that FPS proxy ID/bank account number/SVF account number.

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.

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

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.

'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.

’Bill Payment’ instructions submitted on or before 16:30 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 16:30 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.

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.

Whether you can pay bills using your Mox Credit depends on multiple factors. You may be restricted from using Mox Credit for such purposes even if there is available balance in your Mox Credit.

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’

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 “Daily limits" under “Account and app settings”;
4. see “Total transfer limit”, “Overseas transfer” 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.

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.

You can transfer Foreign Currencies to the platforms listed below.

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.

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.

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.); or
• 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.

*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.

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.

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.

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.

Currently you can transfer EUR, AUD, GBP, SGD, JPY, CNY, PHP, IDR, INR, USD, CAD, THB and MYR overseas using Express Remit.

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.

You can send USD, SGD, GBP, AUD, EUR and CAD 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.

No, Mox does not support scheduled overseas transfers currently.

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.

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.

The minimum amounts for overseas transfers for each currency are set out below:

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

Yes, we support outward transfers of Foreign Currencies powered by Wise Payment Ltd, a global payment company.