Understanding MX Support Scope for End-User Banking Issues

MX supports client implementations and MX-powered experiences, but some issues must be handled directly by the end user's financial institution.

Contact the financial institution directly for issues involving money movement or bank-managed services.

Examples of issues MX typically cannot resolve directly

• Money transfers

• Stolen debit or credit cards

• Account statements

• Bill pay issues

• ATM issues

• Other bank-serviced account activity

When to contact MX instead

• A connection to a financial institution is failing in an MX-powered experience

• Account or transaction data appears incomplete or duplicated

• An integration or widget is not functioning correctly

How to reduce delays

If you are a client submitting a request on behalf of an end user, separate bank-serviced issues from MX-serviced issues in your message. This helps ensure each concern is routed correctly.

Example: A missing external account connection may be an MX-related issue. A disputed transaction on that account is typically a financial institution issue.

Suggested client message to end users

For issues related to transfers, card activity, statements, bill pay, or other bank-managed services, please contact your financial institution directly. If the issue involves connecting your account through our digital experience, we can help review that separately.