Question 1

Do I need to provide ID?

Accepted Answer

Your service can not be activated until all ID and Proof of Address documents have been verified.

Your account will not be active until we receive and successfully verify your documents. Therefore, you should not start to use your virtual office service until you receive confirmation that your account has been activated.

Any mail received before the account has been activated, will not be processed and will have to be returned to the sender.

Why does The Hoxton Mix need to collect this information?

We have a legal obligation to verify identification documents for anyone using our address services. This is to ensure we comply with Anti-Money Laundering (AML) regulations and Know Your Customer (KYC) requirements.

What documents we accept

ALL Directors and Ultimate Beneficial Owner (UBO) which is also known as Person of Significant Control (PSC) must provide one of each of the following from the proof of ID and proof of residential address document list.

Photo identification – Proof of identity

Passport
Driving License (with photocard) • National Identity card

Proof of address (provided both name and address is shown)

Utility bill (gas, electric, television, landline phone bill) issued within the last three months
Local authority council tax bill for the current council tax year
Current UK driving licence (but only if not used for the name evidence)
Bank, Building Society or Credit Union statement or passbook dated within the last three months *

Question 2

How do I edit my details?

Accepted Answer

Log in to your customer portal account to manage your subscription:

Your users can access this portal at https://hoxtonmix.chargebeeportal.com

Within your customer portal you can:

Manage your subscription
Subscription changes like upgrades and downgrades can be done.
Change the Delivery Address
Update your payment information
Change your card details.
Cancel your account

Question 3

Can I use a Virtual Office address on Google Maps?

Accepted Answer

The Google My Business guidelines state:

Summary: Listings on Google My Business can only be created for businesses that either have a physical location that customers can visit, or that travel to visit customers where they are. Creating a successful listing that won’t be suspended requires avoiding prohibited content, accurately reflecting your business and complying with the rest of the policies below.

The Google My Business guidelines state that virtual offices are not considered service-area businesses and that you need to have the office staffed during business hours.

For more information please see The Google My Business guidelines

Question 4

How do I cancel my subscription?

Accepted Answer

If you have a Virtual Office Collect, Virtual Office Forward, Virtual Office Scan or Virtual Office Phone subscription you can cancel it automatically from within your Customer Portal.

You can access this portal at https://hoxtonmix.chargebeeportal.com

Scroll to the foot of the page and click the 'Cancel this subscription' link.

The subscription will automatically get canceled on the next renewal date.

Alternatively, you can email help@hoxtonmix.com and we will be happy to cancel the subscription on your behalf.

Question 5

How do I change my address?

Accepted Answer

Under the Local London Authorities Act (2007) in order to forward your post to your new address we would also require proof of the new address.

The proof of address document must be dated within the last 3 months, and it must show both your name and address. You can choose one from the list below:

* Gas or Electricity bill

Telephone bill
Water bill
Mortgage Statement
Council Tax bill
Bank/Building Society statement (includes credit card/ store card bill)
TV license
Valid insurance certificate
Pay slip
P45/P60 statement
Financial statement (e.g. pension, endowment)
Current benefit book
Letter from Benefits Agency
HM Revenue and Customs Notice of Coding

I will put a note on the system to hold any post if we receive for you until you are able to do so.

Question 6

How to access your invoices

Accepted Answer

If you need to access or print any Hoxton Mix invoices, you'll need to log into the Hoxton Mix Customer Portal and download them from there.

Open the Hoxton Mix website

Click Login on the navigation at the top of the page.

If you follow the link below, you'll need to sign into your account - you'll need to sign in using the email address used when you first subscribed (Note: You may have used a different email address to do this, such as 'billing@companyname.com').

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