Q: Bank Holiday Closures

<p>During these dates, our <a href="https://www.hoxtonmix.com/virtual-office-london-old-street/">mail handling</a><strong>, forwarding, and customer support services will be unavailable</strong>. Mail services will resume on the next working day following each holiday. </p> <h3 id="2025">2025</h3> <p>| Date | Day of the week | Bank holiday | | ---- | | 01-Jan | Wednesday | New Year’s Day | | 18-Apr | Friday | Good Friday | | 21-Apr | Monday | Easter Monday | | 05-May | Monday | Early May bank holiday | | 26-May | Monday | Spring bank holiday | | 25-Aug | Monday | Summer bank holiday | | 24-Dec | Wednesday | Christmas Eve | | 25-Dec | Thursday | Christmas Day | | 26-Dec | Friday | Boxing Day |</p> <h3 id="2026">2026</h3> <p>| Date | Day of the week | Bank holiday | | ---- | | 01-Jan | Thursday | New Year’s Day | | 03-Apr | Friday | Good Friday | | 06-Apr | Monday | Easter Monday | | 04-May | Monday | Early May bank holiday | | 25-May | Monday | Spring bank holiday | | 31-Aug | Monday | Summer bank holiday | | 24-Dec | Thursday | Christmas Eve | | 25-Dec | Friday | Christmas Day | | 28-Dec | Monday | Boxing Day (substitute) |</p>

Q: Customer Portal Demo

<p>${frame}<a href="https://app.supademo.com/showcase/cmbrtzben02ml1q0iqll8zeff?embed=true">Customer Portal Demo</a></p>

Question 1

How long does it take to cancel a subscription?

Accepted Answer

If you wish to cancel your Virtual Office subscription, you can easily do this directly within the Hoxton Mix Customer Portal. Follow these steps to ensure a smooth cancellation process:

Login to Your Account

Go to the Hoxton Mix Customer Portal and enter your registered email address.

Verify Your Identity

If your email matches an active account, you’ll receive a “magic link” in your inbox. Click this link to securely access your dashboard.

Navigate to Account & Billing

Once inside the dashboard, go to Account & Billing.

Manage Your Subscription

Under the Manage Subscriptions section, locate the specific subscription plan (e.g., “Virtual Office Collect” or “Virtual Office Scan”) that you wish to cancel.

Cancel Subscription

Select Cancel Subscription and follow the prompts to complete the cancellation process. Please note that cancellation must be done before the renewal date to avoid additional charges.

Important Details:

Monthly Plans: Monthly subscriptions will not be refunded for partial months. Ensure cancellation is completed before the next billing cycle to avoid being charged for the upcoming month.
Annual Plans: Annual subscriptions are prepaid and non-refundable for partial periods. If you cancel, your subscription will not renew in the following year.

By following these steps, you can manage and cancel your subscription directly through the cus

Question 2

Bank Holiday Closures

Accepted Answer

During these dates, our mail handling, forwarding, and customer support services will be unavailable. Mail services will resume on the next working day following each holiday.

2025

| Date | Day of the week | Bank holiday | | ---- | | 01-Jan | Wednesday | New Year’s Day | | 18-Apr | Friday | Good Friday | | 21-Apr | Monday | Easter Monday | | 05-May | Monday | Early May bank holiday | | 26-May | Monday | Spring bank holiday | | 25-Aug | Monday | Summer bank holiday | | 24-Dec | Wednesday | Christmas Eve | | 25-Dec | Thursday | Christmas Day | | 26-Dec | Friday | Boxing Day |

2026

| Date | Day of the week | Bank holiday | | ---- | | 01-Jan | Thursday | New Year’s Day | | 03-Apr | Friday | Good Friday | | 06-Apr | Monday | Easter Monday | | 04-May | Monday | Early May bank holiday | | 25-May | Monday | Spring bank holiday | | 31-Aug | Monday | Summer bank holiday | | 24-Dec | Thursday | Christmas Eve | | 25-Dec | Friday | Christmas Day | | 28-Dec | Monday | Boxing Day (substitute) |

Question 3

How to Change Your Mailing Address

Accepted Answer

If you’re moving or need to change the address where you receive forwarded mail, you can update your forwarding address easily through our customer portal. This allows us to ensure your mail is sent to the correct location without disruptions. Remember, your forwarding address must be a residential address, not another virtual office. Follow the instructions below to update your mailing address and continue receiving mail smoothly.

Login to Your Account:

Visit the Hoxton Mix Customer Portal.
Enter your registered email address.

Verify Your Identity:

If your email is associated with a valid account, you’ll receive a magic link in your inbox.
Click the link to access your dashboard.

Navigate to Account and Billing:

Once logged in, select Account & Billing from the left-hand menu.

Manage Account Information:

Under Account Information, click Manage.

Update Your Mailing Address:

Scroll down to Mail Settings.
Enter your new forwarding address in the provided fields (Address Line 1, Address Line 2, City, Country, Postcode).
Important: Ensure this forwarding address is a residential address, not another virtual office.

Save Changes:

Click Update to save your new forwarding address.

Question 4

How to Change Your Email Address

Accepted Answer

If you ever need to update the email address associated with your account, whether you've changed your primary email or just want to receive notifications at a different address—you can easily make this change through our customer portal. Logging into the portal lets you fully manage your account settings, including your contact information. Follow the steps below to update your email address quickly and keep your account up to date.

Login to Your Account:

Visit the Hoxton Mix Customer Portal.
Enter your registered email address.

Verify Your Identity:

If your email is associated with a valid account, you’ll receive a magic link in your inbox.
Click the link to access your dashboard.

Navigate to Account and Billing:

Once logged in, select Account & Billing from the left-hand menu.

Manage Account Information:

Under Account Information, click Manage.

Update Your Email Address:

In the Account Email Address section, enter your new email address.
Click Update to save your changes.

Question 5

Customer Portal Demo

Accepted Answer

${frame}Customer Portal Demo

Question 6

Proof of Address

Accepted Answer

Under UK Money Laundering Regulations, we must verify the residential address of every Person of Significant Control (PSC) or Ultimate Beneficial Owner (UBO) who uses our services.

We may also verify authorised representatives where required by our risk assessment.

All address verification is carried out securely through Veriff.

Accepted Proof of Address Documents

Your document must:

Show your full name and residential address.
Be issued within the last 3 months (unless noted).
Be from a trusted institution such as a utility provider, bank, or government department.

| ✅ Accepted Documents | Requirements | | ---- | | Utility Bill | Gas, electricity, water or landline bill dated within the last 3 months. Mobile bills aren’t accepted. | | Bank / Building Society / Credit Union Statement | Must show account holder name, address and date within 3 months. | | Council Tax Bill | Current council tax year only. | | Tenancy Agreement / Mortgage Statement | Signed or issued by a recognised lender or agent within the last 12 months. | | HMRC / DWP Letter | Official correspondence from HMRC or DWP within the current tax year. | | Solicitor’s Letter | Confirming recent property purchase or registration within the last 3 months. |

⚠️ Driving licences cannot be accepted as proof of address for AML purposes.

Not Accepted as Proof of Address

| ❌ Not Accepted Documents | Reason | | ---- | | Mobile phone bills | N

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