FAQ

Top 10 FAQ

1. Why does Octopus Cards Limited not accept the reporting of a lost Standard On-Loan Octopus?
2. Why do customers need to bear the liability of any usage and add-value transactions within three hours after successfully reporting the loss of an Octopus with AAVS or a Personalised Octopus?
3. How can I change my AAVS from Bank A to Bank B?
4. Can I apply for AAVS for several Octopus using the same credit card account or different credit card accounts at the same financial institution?
5. Is there any application fee for a new Personalised Octopus?
6. How will I be able to check my Reward$ balance?
7. Can I recover my Reward$ if my Octopus is lost or not working?
8. Can I transfer Reward$ to another Octopus?
9. How can the transaction records and remaining value of the Octopus be checked?
10. If I do not use my Octopus for some time, will it still work?

1. Why does Octopus Cards Limited not accept the reporting of a lost Standard On-Loan Octopus?

   A Standard On-Loan Octopus is transferable and valid for use by anyone. Our system does not hold any information about the holder for tracking the lost Standard On-Loan Octopus. The Lost Octopus Reporting Service is offered only to Automatic Add Value Service (AAVS) users and Personalised Octopus holders.

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2. Why do customers need to bear the liability of any usage and add-value transactions within three hours after successfully reporting the loss of an Octopus with AAVS or a Personalised Octopus?

   Octopus is operated in an offline mode to ensure fast and convenient service for customers, and it takes time to send files separately to all front-line processors to stop the use of the Octopus.

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3. How can I change my AAVS from Bank A to Bank B?

   The transfer of authorised debit account from one financial institution to another can be done without cancelling the AAVS. Simply complete and submit an application form to the newly designated financial institution. There is a handling fee of HK$20 for financial institution switching, which will be deducted by the newly designated financial institution once the application is approved.

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4. Can I apply for AAVS for several Octopus using the same credit card account or different credit card accounts at the same financial institution?

   For yourself, you can apply for AAVS for up to a maximum of three Octopus through three different financial institutions. You can also apply for AAVS for up to three family members, friends or relatives aged 12 or above. Please enquire at your financial institution or Octopus Customer Service Hotline on 2266 2222 for details.

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5. Is there any application fee for a new Personalised Octopus?

   The upfront payment for a Personalised Octopus is HK$100 which includes a refundable deposit of HK$50, an initial stored value of HK$30 and a handling fee of HK$20.

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6. How will I be able to check my Reward$ balance?

   Your updated Reward$ balance will be shown on the payment receipt issued by our partners. You may also check your Reward$ balance by presenting your Octopus at any Octopus Rewards Station, Octopus Service Point or using your own Octopus PC Reader. If you are using a smartphone with NFC function, you can download the OctoCheck application to check your Reward$ balance.

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7. Can I recover my Reward$ if my Octopus is lost or not working?

   IF YOU LOSE A PERSONALISED OCTOPUS OR AN OCTOPUS LINKED WITH AUTOMATIC ADD VALUE SERVICE (AAVS) -
   

   You should call the 24-hour Lost Octopus Reporting Hotline on 2266 2266 to report the loss immediately in order to safeguard your Octopus Reward$.

   To continue enjoying Octopus Rewards, you can simply register a new Octopus through our Octopus Rewards Customer Hotline on 3690 1313. After the 5th day of the registration, activate your newly registered Octopus at any Octopus Rewards Station and Octopus Service Point.

   To recover the remaining Reward$ on your lost Octopus, from the 7th day to 21st day after the lost Octopus was successfully reported, you will need to register your new Octopus through our Octopus Rewards Customer Hotline on 3690 1313 for Reward$ recovery. You can collect your recovered Reward$ any time within 30 days from the date of registering your new Octopus. Uncollected Reward$ will be forfeited without notice. Find out more

   IF YOU LOSE A STANDARD OCTOPUS OR SOLD OCTOPUS NOT LINKED WITH AUTOMATIC ADD VALUE SERVICE (AAVS) -

   The Reward$ as recorded on your Membership Octopus will be forfeited.

   To continue enjoying Octopus Rewards, you can simply register a new Octopus through our Octopus Rewards Customer Hotline on 3690 1313. After the 5th day of the registration, activate your newly registered Octopus at any Octopus Rewards Station and Octopus Service Point.

   IF YOUR OCTOPUS IS NOT WORKING

   In the event that your Octopus malfunctions, please call the Octopus Rewards Customer Service Hotline on 3690 1313 for assistance regarding Reward$ recovery.

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8. Can I transfer Reward$ to another Octopus?

   No. Reward$ on an Octopus cannot be transferred to another Octopus except in the case of a malfunctioning Octopus or the loss of a Personalised Octopus or an Octopus linked with Automatic Add Value Service (AAVS).

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9. How can the transaction records and remaining value of the Octopus be checked?

   Every time you use your Octopus, the transaction amount and the remaining value will be shown on an Octopus reader or on a printed receipt. You can check the remaining value and the date, amount and type of service provider of the last 10 transactions free of charge at the Octopus Enquiry Machines at any MTR station, or at Octopus Service Points at high traffic locations. The remaining value can also be checked via some designated AEON ATMs installed with Octopus readers (for AEON customers only).

   If your NFC Android smartphone has downloaded the OctoCheck application or if you have an Octopus PC Reader, you can check the following types of information online:

   • The latest Octopus transaction records, i.e. transaction amount by Octopus and cash reload records;
   • Octopus auto reload amount (applicable to Octopus Automatic Add Value Service users only);
   • Octopus Reward$ balance (applicable to Octopus Rewards member only);
   • Other information, e.g. enquiry date and time, last reload date either by AAVS or cash

   In addition, you can request for a print-out of your last 10 transactions at any MTR Customer Service Centre, or any 7-Eleven or Circle K outlet throughout Hong Kong at HK$3 to be charged by these service providers.

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10. If I do not use my Octopus for some time, will it still work?

    If you have not added value to your Octopus for 1,000 days or above, your Octopus will be deactivated. You can go to any Customer Service Centre at MTR stations to have it reactivated free of charge.

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About Octopus

1. What is Octopus?
2. Where can Octopus be used?
3. Where can I get an Octopus?
4. If I do not use my Octopus for some time, will it still work?
5. Can an Octopus still be used if the amount on it is not enough for that transaction?
6. How can I know the concessionary offers of public transport companies to Octopus users?
7. Where can I get the Conditions of Issue of Octopus?

1. What is Octopus?

   Each Octopus card or product contains a built-in microchip with your payment information. With a simple 'touch' of your Octopus at a processing machine, our payment system automatically deducts the correct amount. There is no longer any need to carry coins.

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2. Where can Octopus be used?

   Octopus is now widely accepted by major transport operators, retail shops, online merchants, parking facilities, self-service kiosks, leisure facilities and schools. Find out more.

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3. Where can I get an Octopus?

   • For an On-Loan Octopus, you can get a Standard Octopus or apply for a Personalised Octopus at MTR Customer Service Centres and designated Customer Service Centres of major public transport operators (Click here for details).
   • Octopus Ornaments and Limited Edition Octopus are available at designated retail outlets as announced from time to time.
   • Apply to the bank directly for a Bank Issued Octopus. Find out more.
   • Licensed Octopus products are available from designated outlets and sales channels of Licensees. Find out more.

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4. If I do not use my Octopus for some time, will it still work?

   If you have not added value to your Octopus for 1,000 days or above, your Octopus will be deactivated. You can go to any Customer Service Centre at MTR stations to have it reactivated.

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5. Can an Octopus still be used if the amount on it is not enough for that transaction?

   If the remaining value on an Octopus is positive (eg HK$0.1 or above) but insufficient to cover the payment of a particular transaction, the Octopus can still be used provided the resulting negative value does not exceed HK$35. The Octopus cannot be used if the remaining value is zero or negative prior to the transaction.

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6. How can I know the concessionary offers of public transport companies to Octopus users?

   Transport fares and concessions are decided by transport companies. Please contact the relevant transport companies for assistance.

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7. Where can I get the Conditions of Issue of Octopus?

   The Conditions of Issue is displayed at designated MTR stations. You can also get a copy from any MTR Customer Service Centre or download it from here.

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Octopus Types

1. What is the difference between an On-Loan Octopus and a Sold Octopus?
2. What types of Sold Octopus are available?
3. Why is there a deposit of HK$50 for an On-Loan Octopus?
4. How is the deposit paid?
5. What is the age limit for using a Child Octopus?
6. What is the age requirement for using an Elder Octopus?
7. How do I apply for an MTR Airport Staff Octopus?
8. What types of Octopus are available for tourists during their stay in Hong Kong?

1. What is the difference between an On-Loan Octopus and a Sold Octopus?

   An On-Loan Octopus is an Octopus we lend to you, requiring a refundable deposit of HK$50. Sold Octopus holds no deposit and no initial stored value (unless otherwise specified). An On-Loan Octopus is refundable subject to a handling fee of HK$9 within three months of issue. Sold Octopus with special graphics are non-returnable but any remaining value is refundable. Find out more.

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2. What types of Sold Octopus are available?

   • Octopus Ornaments and Limited Edition Octopus are offered from time to time. Both types of Sold Octopus have no deposit and no initial stored value (unless otherwise specified). An Octopus Ornament is a fully functioning Octopus and a fashionable ornament. Limited Edition Octopus are printed with special graphics and issued in limited editions. Like any other Octopus, both Octopus Ornaments and Limited Edition Octopus can have a maximum stored value of HK$1,000.
   • Selected co-named cross-border Octopus and Licensed Octopus products by Octopus product licensees are also available for your selection.
   • We also custom-make Octopus for Corporations as premium gifts, membership cards, marketing tools or access control devices. They are not for re-sale purposes.

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3. Why is there a deposit of HK$50 for an On-Loan Octopus?

   The HK$50 deposit covers the HK$30 Octopus cost and the negative value provision of up to HK$35. The deposit is refundable at any time when the Octopus is returned in good physical and electronic condition.

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4. How is the deposit paid?

   When an On-Loan Octopus is obtained, the deposit is included in the price. For Personalised Octopus, the deposit is included in the application fee.

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5. What is the age limit for using a Child Octopus?

   At present, children aged 3 and below 11 are eligible to use a Child Octopus for travelling on MTR, KMB, Citybus, New World First Bus and New World First Ferry. Please check with the transport service operators for details.

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6. What is the age requirement for using an Elder Octopus?

   At present, customers who reach the age of 65 or above are eligible to use an Elder Octopus for travelling on MTR, KMB, New World First Bus and New World First Ferry. The age limit is lowered to 60 or above for customers on Citybus and Kwoon Chung Bus. Please check with the transport service operators for details.

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7. How do I apply for an MTR Airport Staff Octopus?

   If you are required to report for duty at Hong Kong International Airport, you can apply for an MTR Airport Staff Octopus through your company.

   If you have resigned, or are no longer required to work in the Airport, you are not eligible to use the Staff Octopus, and must return it to the MTR through any MTR station along the Airport Express Line. The MTR will then arrange a refund for you. Please contact the MTR for details.

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8. What types of Octopus are available for tourists during their stay in Hong Kong?

   The Sold Tourist Octopus, Airport Express Travel Pass and Standard On-Loan Octopus (Child, Adult, Elder) are available for tourists.

   Please click here for details of Sold Tourist Octopus, visit the MTR website for details of Airport Express Travel Pass or click here for details of On-Loan Octopus.

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Personalised Octopus

1. If I apply for a Personalised Octopus, what can I do with my Standard On-Loan Octopus?
2. What kind of photo is needed if I want my photo on my Personalised Octopus?
3. How long will it take before I receive a Personalised Octopus after my application?
4. How do I apply for a Personalised Octopus with student status?
5. How do I cancel my Personalised Octopus?
6. If I want my Personalised Octopus transaction records printed, do I need to pay a fee?
7. Is there any application fee for a new Personalised Octopus?
8. Which identification document is required for Personalised Octopus application?

1. If I apply for a Personalised Octopus, what can I do with my Standard On-Loan Octopus?

   You may keep the Standard On-Loan Octopus for spare use. Otherwise, you may get a refund at any MTR Customer Service Centre. If the Standard On-Loan Octopus has been in use for less than three months, you will have to pay a refund handling fee of HK$9.

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2. What kind of photo is needed if I want my photo on my Personalised Octopus?

   Please provide a passport-size photo of the Personalised Octopus holder. Colour photo is preferred as it will have a better result.

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3. How long will it take before I receive a Personalised Octopus after my application?

   You can get the Octopus on the 10th calendar day counting from the submission date of your application. It should be collected from the location where you submitted the application, unless specified otherwise.

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4. How do I apply for a Personalised Octopus with student status?

   Students can apply for it through their schools or through MTR Customer Service Centres at designated stations.

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5. How do I cancel my Personalised Octopus?

   You can simply return the Personalised Octopus through any MTR Customer Service Centre. You have to pay a fee of HK$10 for the return of your Personalised Octopus. However, the fee is waived if your Octopus was issued before 1 November 2004. Find out more.

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6. If I want my Personalised Octopus transaction records printed, do I need to pay a fee?

   You can go to any MTR Customer Service Centre, 7-Eleven or Circle K outlet to request printing of the latest 10 transactions for HK$3 (charged by these service providers). If you want to print the most recent 40 transactions, you can contact Octopus Cards Limited, and pay HK$100 for the transaction-record printing service. For records other than the most recent 40 transactions, HK$100 will be charged for every four consecutive-day transactions.

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7. Is there any application fee for a new Personalised Octopus?

   The upfront payment for a Personalised Octopus is HK$100 which includes a deposit of HK$50, an initial stored value of HK$30 and a handling fee of HK$20.

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8. Which identification document is required for Personalised Octopus application?

   For adults, we only accept HKID and passport for Personalised Octopus application. For children aged below 11, we only accept birth certificate or passport. We do not accept any other identification document such as a two-way permit.

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Licensed Octopus Products

1. What is a licensed Octopus product?
2. How do I add value to a licensed Octopus product?
3. When the warranty period has expired, can customers still return the licensed Octopus products for repair?
4. Where can I get after-sales customer service for product repair and maintenance?
5. Can I ask for a refund of the remaining stored value in a licensed Octopus product?
6. Are the costs of the licensed Octopus products refundable?
7. Can AAVS be linked with licensed Octopus products?

1. What is a licensed Octopus product?

   A licensed Octopus product is a product manufactured by Octopus product licensees which contains a mini silicon chip that makes the product both a fully functioning Octopus and a fashionable accessory. A licensed Octopus product does not carry any deposit and can be reloaded at any time. Similar to other Octopus products, licensed Octopus products can have a maximum stored value of HK$1,000.

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2. How do I add value to a licensed Octopus product?

   As with other Octopus, customers can add value to a licensed Octopus product with cash at any MTR Customer Service Centre or designated retailer throughout Hong Kong. Customers can also apply to selected financial institutions to link any Octopus products with the Automatic Add Value Service (AAVS).

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3. When the warranty period has expired, can customers still return the licensed Octopus products for repair?

   Octopus will not undertake any repair for licensed Octopus products. However, the remaining value on malfunctioning Octopus products, if any, can be refunded at any MTR Customer Service Centre. The malfunctioning Octopus products will be returned to the customers after refund.

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4. Where can I get after-sales customer service for product repair and maintenance?

   After-sales customer services are offered by Octopus Product licensees. You can find their contact information such as customer hotline on the product packaging, or click here.

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5. Can I ask for a refund of the remaining stored value in a licensed Octopus product?

   Yes, you may bring your licensed Octopus product to Octopus Cards Limited, 46/F., Manhattan Place, 23 Wang Tai Road, Kowloon Bay, Kowloon, Hong Kong for refund processing. Octopus Cards Limited will disable the Octopus function permanently and refund to you any remaining value on your Octopus. Once your licensed Octopus product is disabled, it cannot be subsequently reactivated.

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6. Are the costs of the licensed Octopus products refundable?

   No, the licensed Octopus products are non-refundable. Only the remaining stored value therein can be refunded, but the Octopus function will be disabled permanently after refund. The sales agent can offer exchange of malfunctioning licensed Octopus products during the warranty period.

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7. Can AAVS be linked with licensed Octopus products?

   Yes, it can.

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Automatic Add Value Service (AAVS) & Other Reloading Methods

1. How can value be added to an Octopus?
2. Which types of Octopus can be linked with the Automatic Add Value Service (AAVS)?
3. How can I apply for AAVS?
4. Can I apply for AAVS for more than one Octopus?
5. I have already applied for AAVS. Why can't my existing Octopus be used for auto reload?
6. Why has my AAVS application been rejected?
7. Why does AAVS only reload once each day?
8. How can I settle the payment on my rejected AAVS transaction?
9. How can I change my AAVS from Bank A to Bank B?
10. Can I apply for AAVS for several Octopus using the same credit card account or different credit card accounts at the same financial institution?
11. How can I cancel the AAVS?
12. Is there a fee for cancelling AAVS?
13. How can I apply for student status on an Octopus and can I include student status on an Octopus linked with AAVS?
14. Where can I get an Octopus Automatic Add Value Agreement?
15. Can I apply to change the auto reload amount among HK$150/HK$250/HK$500?
16. My existing Octopus has an auto reload amount of HK$250. Can I apply for an auto reload amount of HK$150 or HK$500 for another Octopus for myself? Is there a handling charge?
17. What happens if I apply for AAVS for up to three Octopus after previously cancelling the service? Is there any charge involved?
18. Under what circumstances will there be a charge for AAVS application?

1. How can value be added to an Octopus?

   You may add value to your Octopus with cash up to a maximum of HK$1,000 at designated Octopus service providers, including major transport service operators and retail outlets accepting Octopus.

   Alternatively, you can use the Automatic Add Value Service (AAVS) for all types of Octopus. When the stored value on the Octopus reaches zero or a negative value, or when the remaining value plus the maximum negative value (HK$35) is insufficient to pay for the deduction amount, an amount of HK$150, HK$250 or HK$500 (customers have to pre-select the standard auto-reload transaction amount upon application) will be automatically added to your Octopus by the Octopus processor, and deducted from your designated credit card account. Each Octopus can be automatically reloaded only once per day.

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2. Which types of Octopus can be linked with the Automatic Add Value Service (AAVS)?

   AAVS can be linked with all types of Octopus.

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3. How can I apply for AAVS?

   To apply for AAVS, you must be aged 18 or above and have a designated credit card issued by a participating financial institution. You can apply for AAVS for up to a maximum of three Octopus through three different financial institutions. In addition, you can also apply for three AAVS with different Octopus for up to three family members, friends or relatives aged 12 or above.

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4. Can I apply for AAVS for more than one Octopus?

   You can apply for AAVS for up to three Octopus through three different financial institutions.

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5. I have already applied for AAVS. Why can't my existing Octopus be used for auto reload?

   There are two possible causes:

   1. The application has not yet been approved by the financial institution.

      Note: The financial institution will issue a notification letter with instructions for activation of the AAVS upon approval of your AAVS application.

   2. AAVS for the Octopus is not yet activated.

      Note: After you have received the notification letter, you should bring the letter and the Octopus to any MTR Customer Service Centre to activate AAVS on your Octopus. If you have an Octopus PC Reader, you can activate the service through Octopus PC Reader Service at our website.

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6. Why has my AAVS application been rejected?

   There can be several reasons:

   1. The application form is not properly filled out, or the financial institution has rejected the application. Please enquire at the financial institution or contact the Octopus Customer Service Hotline on 2266 2222.

   2. You may already have an existing Octopus linked with AAVS through the same financial institution.

      Note: You may apply for AAVS for up to three Octopus through three different financial institutions.

   3. Some financial institutions may require that the primary credit cardholder also holds an AAVS account at the same bank.

      Note: If the AAVS application is made through a supplementary credit card, please enquire at the financial institution for the specific terms and conditions.

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7. Why does AAVS only reload once each day?

   For your protection, each Octopus linked with AAVS can only be automatically reloaded once a day. In case there is not enough value on your Octopus, you can consider reloading your Octopus with cash.

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8. How can I settle the payment on my rejected AAVS transaction?

   If an instruction is received from the financial institution that the AAVS transaction cannot be carried out, or autopay is not allowed from the designated account, your Octopus linked with AAVS will be suspended from use. The outstanding amount should then be paid immediately at any MTR Customer Service Centre. MTR staff will reactivate the Octopus after the outstanding amount has been paid.

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9. How can I change my AAVS from Bank A to Bank B?

   The transfer of authorised debit account from one financial institution to another can be done without cancelling the AAVS. Simply complete and submit an application form to the newly designated financial institution. There is a handling fee of HK$20 for financial institution switching. The handling fee will be deducted by the newly designated financial institution once the application is approved.

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10. Can I apply for AAVS for several Octopus using the same credit card account or different credit card accounts at the same financial institution?

    You can apply for AAVS for up to a maximum of three Octopus through three different financial institutions. You can also apply for AAVS for up to three family members, friends or relatives aged 12 or above. Please enquire at your financial institution or Octopus Customer Service Hotline on 2266 2222 for details.

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11. How can I cancel the AAVS?

    Cancellation can be made by calling the Octopus Customer Service Hotline on 2266 2222. Upon receipt of your cancellation request, we will send an authorisation letter for de-activating the AAVS function on your Octopus. Please bring the letter and the Octopus to any MTR Customer Service Centre within 7 calendar days to deactivate the AAVS function on your Octopus

    Note: Cancellation of AAVS must be made by the Octopus user, and not the credit card holder.

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12. Is there a fee for cancelling AAVS?

    It is free of charge. A HK$20 handling fee will be charged only if you re-apply for AAVS. You may continue to use the Octopus in the normal way after cancellation.

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13. How can I apply for student status on an Octopus and can I include student status on an Octopus linked with AAVS?

    The student must be aged between 12 and 25 for you to apply for a Personalised Octopus with student status through schools or at an MTR Customer Service Centre at designated stations. You can apply for AAVS for the Personalised Octopus with student status through a participating financial institution.

    Note: If the applicant is below the age of 18, the application must be made by a parent or guardian.

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14. Where can I get an Octopus Automatic Add Value Agreement?

    You can click here to obtain the Automatic Add Value Agreement.

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15. Can I apply to change the auto reload amount among HK$150/HK$250/HK$500?

    You can simply contact your bank or credit card issuing company to change the auto reload amount if the desired auto reload option is currently offered. Upon approval of your application, the bank or credit card issuing company will then issue a notification letter. You may activate the change at any MTR Customer Service Centre or via Octopus PC Reader Service at our website.

    Click here to check on auto reload options available from bank or credit card issuing companies.

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16. My existing Octopus has an auto reload amount of HK$250. Can I apply for an auto reload amount of HK$150 or HK$500 for another Octopus for myself? Is there a handling charge?

    As it is not possible to link more than one Octopus with the same financial institution, your second application must be made at a different financial institution that provides an auto reload option of HK$150 or HK$500.

    If you are currently using AAVS on your Octopus and would like to apply for AAVS to be linked to a second or third Octopus, there will be no fee for such application. Note: This applies only if no prior application for AAVS has been made on the Octopus.

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17. What happens if I apply for AAVS for up to three Octopus after previously cancelling the service? Is there any charge involved?

    There is a handling fee of HK$20 for reactivation of AAVS following suspension or cancellation. Once you become an AAVS account holder, there will be no fee for linking AAVS to a second or third Octopus.

    Note: Applications are free of charge only if no prior application for AAVS has been made on the Octopus.

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18. Under what circumstances will there be a charge for AAVS application?

    The service is free for first-time applicants. There is a handling fee of HK$20 for switching financial institution or service re-activation. The handling fee will be deducted from the account by the newly designated financial institution.

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Join the Octopus Rewards Programme

1. What is Octopus Rewards?
2. What is the difference between the existing functions of my Octopus and Octopus Rewards?
3. Will I need to get another Octopus in order to join Octopus Rewards?
4. How do I sign up for Octopus Rewards?
5. If I am already a Personalised Octopus holder or an Automatic Add Value Service (AAVS) user, do I need to register for the Octopus Rewards programme to enjoy the benefits?
6. Who is eligible for Octopus Rewards?
7. Why do I need to provide my personal information and the number of my existing Octopus when applying?
8. Can I use my nickname when I register for Octopus Rewards?
9. Why do I need to provide my email address when I register for the Octopus Rewards programme?
10. Is it possible to register more than one Octopus for Octopus Rewards?

1. What is Octopus Rewards?

   Octopus Rewards is a programme managed and operated by Octopus Rewards Limited (ORL) with the aim of providing added benefits and offers relevant to everyday life.

   Once successfully registered as an Octopus Rewards member, you will be able to earn and redeem Reward$ at our Rewards partner outlets.

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2. What is the difference between the existing functions of my Octopus and Octopus Rewards?

   Your Octopus can be used as a means of payment on virtually all Hong Kong's public transport systems and is also welcome at many retail merchants.

   Octopus Rewards is an innovative programme through which members can earn instant Reward$ from their daily spending with our Octopus Rewards partners regardless of the payment means. They can then redeem those Reward$ next time they go shopping at these Rewards partner outlets.

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3. Will I need to get another Octopus in order to join Octopus Rewards?

   No, your existing Octopus is all you need to join the programme. Once you have registered and been activated as an Octopus Rewards member, Octopus Rewards partners will then provide you with tailor-made offers and privileges.

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4. How do I sign up for Octopus Rewards?

   You can register online, obtain a registration form at any Octopus Rewards partner outlet, or call the Octopus Rewards Hotline on 3690 1313. You may return your completed form by mail to GPO Box 11271, Hong Kong or by fax to 3690 1111.

   You must be aged 18 or above in order to apply for a membership online. If you are aged 17 or below, you will need to apply by fax or post. Find out more.

   Remember to activate your membership after registration to start enjoying the privileges of Octopus Rewards. Find out more.

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5. If I am already a Personalised Octopus holder or an Automatic Add Value Service (AAVS) user, do I need to register for the Octopus Rewards programme to enjoy the benefits?

   Yes, as Octopus Rewards Limited is registered as an independent corporate identity, you need to register and activate your Octopus Rewards membership before you can enjoy the benefits of the Octopus Rewards programme.

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6. Who is eligible for Octopus Rewards?

   The Octopus Rewards programme welcomes holders of all Octopus, including Personalised Octopus, Adult Octopus, Elder Octopus, Child Octopus, Octopus with student status, any Octopus linked with Automatic Add Value Service (AAVS) and any other Octopus products.

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7. Why do I need to provide my personal information and the number of my existing Octopus when applying?

   Because we need to set up a personalised Octopus Rewards membership so that we and our partners can tailor-make offers and promotions that will be of interest and value to you. To do this and to avoid any doubt as to the identity of a member, we need your accurate personal information and your 8 or 9-digit Octopus number when you need assistance from Octopus.

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8. Can I use my nickname when I register for Octopus Rewards?

   No. You are not advised to use your nickname when you register for the Octopus Rewards programme. You should use the name shown on your Hong Kong Identity Card or Passport so that Rewards partners can direct their offers to the right person or when you need assistance from Octopus.

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9. Why do I need to provide my email address when I register for the Octopus Rewards programme?

   We will send out e-newsletters from time to time to all Rewards members who have provided their email addresses. The e-newsletters inform members of exciting offers from Octopus Rewards partners.

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10. Is it possible to register more than one Octopus for Octopus Rewards?

    Yes. However, we highly recommend that you use only ONE Octopus to earn and redeem your Octopus Reward$ to maximise all your privileges and benefits.

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Activate Rewards membership

1. After registration, how can I know if my Octopus has been accepted, and when can I start to earn and redeem my Reward$?

   IF YOU REGISTERED ONLINE -

   You can activate your Octopus Rewards membership 48 hours after the submission of your online application. Simply present your Octopus at any Octopus Rewards Station and Octopus Service Point, or activate your Octopus on your own Octopus PC Reader.

   IF YOU REGISTERED BY MAIL OR FAX -

   You can activate your Octopus Rewards membership 10 days after the submission of your registration. Simply present your Octopus at any Octopus Rewards Station and Octopus Service Point, or activate your Octopus on your own Octopus PC Reader.

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Earn Reward$

1. Do I have to pay with Octopus to earn Reward$?
2. Where can I earn Reward$?
3. Will I be able to convert my Reward$ into cash that I can store on my Octopus?
4. What is the difference between Reward$ and my credit cards' bonus points or cash bonus programmes?
5. Is there any upper limit to the number of Reward$ I can earn?
6. What happens if I have Reward$1,000 on my Octopus and I earn more Reward$?
7. What happens if I make a purchase at an Octopus Rewards partner outlet, but don't receive my Reward$?
8. Will I be able to earn Reward$ when paying fares on public transport?
9. At what rate can I earn Reward$?

1. Do I have to pay with Octopus to earn Reward$?

   No. Reward$ can be earned by all payment methods that are acceptable to the Octopus Rewards partners. Members are reminded that offers will vary from partner to partner. For details, please refer to the Octopus Rewards partners' websites or their promotion materials.

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2. Where can I earn Reward$?

   You can earn Reward$ when making purchases at all partners' outlets displaying the Octopus Rewards icon. Simply present your Octopus when settling your payment and your Reward$ will be automatically recorded and stored in your Octopus. Please make sure you inform the cashier that you want to earn Reward$.

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3. Will I be able to convert my Reward$ into cash that I can store on my Octopus?

   No, Octopus Rewards and Octopus payment are two independent and separate functions. Any Octopus Rewards transaction will not affect the cash value stored on your Octopus, and vice versa.

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4. What is the difference between Reward$ and my credit cards' bonus points or cash bonus programmes?

   Bonus points or cash bonus offered by credit card bonus programmes are only awarded to those using their credit cards to make purchases. Reward$ are awarded independently of the payment method and are applicable to cash, credit cards, Octopus or any other payment means acceptable by Octopus Rewards partners. In fact, if you're using your credit card with our partners, you can earn both credit card bonus points and Reward$!

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5. Is there any upper limit to the number of Reward$ I can earn?

   A member's Octopus can store up to a maximum of Reward$1,000. Your updated Reward$ balance will be shown on the payment receipt from Octopus Rewards partners each time you make a purchase. You may also present your Octopus at any Octopus Rewards Station or Octopus Service Point to check your Reward$ balance.

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6. What happens if I have Reward$1,000 on my Octopus and I earn more Reward$?

   An Octopus can only store up to a maximum of Reward$1,000. You are advised to redeem Reward$ when your Octopus approaches that limit. A message - 'Reaching Reward$1,000 limit, use now!' - will pop up on your purchase receipt and at an Octopus Rewards Station or Octopus Service Point when your Reward$ balance reaches Reward$950. If you earn more Reward$, a message - 'Reached Reward$1,000 limit, use now!' - will pop up and no further Reward$ can be earned until a redemption has been made.

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7. What happens if I make a purchase at an Octopus Rewards partner outlet, but don't receive my Reward$?

   In most cases where partners' outlets are unable to supply Reward$ on the spot, you will be notified by the partner. You will subsequently be able to download your Reward$ at any Octopus Rewards Station or Octopus Service Point. Updated details of all the downloaded Reward$ and the Reward$ balance on your Octopus will be shown on the screen or on the printed receipt. If you make a purchase at an Octopus Rewards partner displaying an Octopus Rewards icon, but no notice is given to you that Reward$ have been granted, you should make enquiries with the cashier immediately. For more details, please refer to the Octopus Rewards partners' websites.

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8. Will I be able to earn Reward$ when paying fares on public transport?

   No, but we will continue to explore more potential Reward$ outlets for members. Please visit our website for the most up-to-date list of Rewards partners.

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9. At what rate can I earn Reward$?

   Our partners will award Reward$ to the value of at least 0.5% of your spending. Reward$ is cash value that can be applied towards future purchases at any Rewards partner outlet. From time to time, there will be special promotions whereby you can earn multiple Reward$.

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Redeem Reward$

1. What will I be able to redeem with my accumulated Reward$?
2. How can I redeem my Reward$?
3. At what rate can I redeem Reward$?
4. Can Reward$ be converted into cash?
5. What happens if the purchase amount for an item I want to redeem is more than my Reward$ balance?
6. If I only have Reward$10 remaining, will the full amount be deducted in one transaction?

1. What will I be able to redeem with my accumulated Reward$?

   Your accumulated Reward$ can be used to make purchases at any Octopus Rewards partners' outlet which displays the Octopus Rewards icon. For more details, please refer to the Octopus Rewards partners' websites and their promotion materials.

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2. How can I redeem my Reward$?

   Your Reward$ can be redeemed at any Octopus Rewards partners' outlet which displays the Octopus Rewards icon. To redeem your Reward$, simply present your Octopus to the cashier at the time of purchase. Once you have followed the cashier's instructions to present your Octopus, the Reward$ needed to settle the transaction will automatically be deducted from your Octopus. If the value of the purchase you are making is higher than your Reward$ balance, your Reward$ balance will be deducted and you must settle the difference with cash, credit card, Octopus or any other payment method the partner deems acceptable.

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3. At what rate can I redeem Reward$?

   Reward$1 is equivalent to HK$1 or more. The exact Reward$ earning rate and the promotion offer are subject to individual Octopus Rewards partners' decisions. Customers can refer to partners' websites and promotion materials for further details.

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4. Can Reward$ be converted into cash?

   No, Reward$ cannot be converted into cash. They can only be used for redemption of goods and services at partners' outlets displaying an Octopus Rewards icon.

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5. What happens if the purchase amount for an item I want to redeem is more than my Reward$ balance?

   You simply use your remaining Reward$ to settle part of the transaction and then pay the difference using cash, credit card, Octopus or any other payment method that the Octopus Rewards partner deems acceptable. Please note that only one Octopus can be used for Reward$ redemption in one transaction.

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6. If I only have Reward$10 remaining, will the full amount be deducted in one transaction?

   If a transaction amount is higher than your remaining Reward$ balance, all Reward$ will be deducted as payment. For example, if you want to redeem an item costing HK$20, the full Reward$10 will be deducted from your Octopus. If the item only costs HK$2, only Reward$2 will be deducted from your Octopus to cover the cost of the transaction. Members are reminded that offers will vary from partner to partner. For details, please refer to the Octopus Rewards partners' websites.

   While you are free to use your Reward$ when and where you choose, please remember that the Reward$ you earn in any transaction may only be used to settle the next or a later transaction.

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Check Reward$ balance

1. How will I be able to check my Reward$ balance?
2. Will my Reward$ carry an expiry date?
3. What should I do if I want to reactivate my Rewards membership after no Octopus Reward$ collection or redemption for 1,000 consecutive days?

1. How will I be able to check my Reward$ balance?

   Your updated Reward$ balance will be shown on the payment receipt issued by our partners. You may also check your Reward$ balance by presenting your Octopus at any Octopus Rewards Station, Octopus Service Point or using your own Octopus PC Reader. If you are using a smartphone with NFC function, you can download the OctoCheck application to check your Reward$ balance.

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2. Will my Reward$ carry an expiry date?

   Normally, an Octopus registered for Rewards membership will not be subject to an expiry date while it still has continuous Octopus Rewards transactions on it. However, should an Octopus record no Octopus Reward$ collection or redemption transactions for 1,000 consecutive days, its Reward$ balance will be forfeited and will not be re-issued.

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3. What should I do if I want to reactivate my Rewards membership after no Octopus Reward$ collection or redemption for 1,000 consecutive days?

   Rewards membership cannot be reactivated once dormant. You have to register new membership with another Octopus. Please call the Octopus Rewards Customer Service Hotline on 3690 1313 for assistance.

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Recover Reward$ if Octopus is lost or not working

1. What should I do if I lose my Octopus?
2. Does my lost or malfunctioning Octopus contain sensitive personal data?
3. Will I be able to recover my Reward$ on my newly activated Octopus after I file a lost Octopus report or after my Octopus malfunctions and is returned to Octopus Cards Limited?
4. How does the Reward$ recovery procedure work?

1. What should I do if I lose my Octopus?

   IF YOU LOSE A PERSONALISED OCTOPUS OR AN OCTOPUS LINKED WITH AUTOMATIC ADD VALUE SERVICE (AAVS) -

   You should call the 24-hour Lost Octopus Reporting Hotline on 2266 2266 to report the loss immediately in order to safeguard your Octopus Reward$.

   To continue enjoying Octopus Rewards, you can simply register a new Octopus through our Octopus Rewards Customer Hotline 3690 1313. After the 5th day of the registration, activate your newly registered Octopus at Octopus Rewards Station or Octopus Service Point.

   To recover the remaining Reward$ on your lost Octopus, from the 7th day to 21st day after the lost Octopus was reported, you will need to register your new Octopus through our Octopus Rewards Customer Hotline on 3690 1313 for Reward$ recovery. You can collect your recovered Reward$ any time within 30 days from the date of registering your new Octopus. Uncollected Reward$ will be forfeited without notice. Find out more.

   IF YOU LOSE A STANDARD OCTOPUS OR A SOLD OCTOPUS NOT LINKED WITH AAVS -

   The Reward$ as recorded on your Membership Octopus will be forfeited.

   To continue enjoying Octopus Rewards, you can simply register a new Octopus through our Octopus Rewards Customer Hotline on 3690 1313. After the 5th day of the registration, activate your newly registered Octopus at any Octopus Rewards Station or Octopus Service Point.

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2. Does my lost or malfunctioning Octopus contain sensitive personal data?

   There is no personal data stored in your Rewards activated Octopus. Octopus Rewards transactions are stored on your Octopus card independently and separately and will not affect the cash value stored on your Octopus.

   Should you have any further questions, please feel free to call the Octopus Rewards Customer Hotline on 3690 1313 during office hours.

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3. Will I be able to recover my Reward$ on my newly activated Octopus after I file a lost Octopus report or after my Octopus malfunctions and is returned to Octopus Cards Limited?

   In the event that your Octopus malfunctions, please call the Octopus Rewards Customer Service Hotline on 3690 1313 for assistance regarding Reward$ recovery.

   If your lost Octopus is Personalised or linked with Automatic Add Value Service (AAVS), you can recover the approved Reward$ balance from your lost Octopus. For Personalised Octopus, we will relink the Rewards membership to your new replacement Octopus. For Octopus with AAVS, please call the Octopus Rewards Customer Service Hotline on 3690 1313 (select language then press "3") for Reward$ recovery within 30 days from the date of the loss report). But if you lose a Standard On-Loan Octopus or a Sold Octopus without AAVS, your Reward$ cannot be recovered.

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4. How does the Reward$ recovery procedure work?

   If your membership Octopus is a:

   • Standard Octopus that malfunctions and is returned to Octopus Card Limited; or a
   • Personalised Octopus or an Octopus with Automatic Add Value Service (AAVS) that is reported lost or malfunctioning;

   simply follow the procedures below to recover the validated remaining Reward$ from your previous Octopus.

   If you have requested a replacement Octopus

   1. From the 10th day after successfully reporting the loss of your Octopus or returning the malfunctioning Octopus, you will receive a notification letter from Octopus Cards Limited for collection of a replacement Octopus at your designated MTR Customer Service Centre.
   2. On the next day after receiving your new replacement Octopus, you should first present your Octopus at any Octopus Rewards Station or Octopus Service Point to activate Octopus Rewards and then present it again to download your recovered Reward$.

   If you have NOT requested a replacement Octopus

   1. From the 9th day after successfully reporting the loss of your Octopus or returning the malfunctioning Octopus, you will need to register another Octopus by the 14th day through our Octopus Rewards Customer Hotline on 3690 1313 (select language then press "3") and follow the instructions for Reward$ recovery.
   2. Starting from the 5th day after registering your new Octopus, you can present your Octopus at any Octopus Rewards Station or Octopus Service Point to activate Octopus Rewards, and then present it again to download your recovered Reward$.

   Expiry of Reward$ recovery:

   Please collect your recovered Reward$ at any Octopus Rewards Station or Octopus Service Point within 30 days from the date of the notification letter or of registering a new Octopus. Otherwise, all uncollected Reward$ will be forfeited without notice.

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Miscellaneous - Rewards

1. What happens if I return or cancel my Octopus?
2. How do I go about updating and changing my personal information or other details?
3. What happens if I have to return an item or ask for a refund on a purchase I have made with Reward$?
4. Can I transfer Reward$ to another Octopus?
5. If I want to opt out, what should I do?

1. What happens if I return or cancel my Octopus?

   In the event that your Octopus malfunctions or you successfully file a lost report for your Personalised Octopus or Octopus linked with AAVS, all Reward$ stored on the Octopus at the time of your last transaction record will be transferred to your newly activated Octopus.

   If you return your Octopus due to other reasons, the Reward$ as recorded on your Membership Octopus will be forfeited.

   All Reward$ are stored in the Octopus separate from your payment e-purse and there is no personal data kept in the Octopus.

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2. How do I go about updating and changing my personal information or other details?

   Simply call the Octopus Rewards Customer Hotline on 3690 1313 for personal details and information update. You can also update your contact details here.

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3. What happens if I have to return an item or ask for a refund on a purchase I have made with Reward$?

   You must deal directly with the Octopus Rewards partner concerned as return and refund policies may vary from partner to partner. For more details, please refer to the terms and conditions of the Octopus Rewards partner concerned.

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4. Can I transfer Reward$ to another Octopus?

   No. Reward$ on an Octopus cannot be transferred to another Octopus except in the case of a malfunctioning Octopus or the loss of a Personalised Octopus or Octopus linked with Automatic Add Value Service (AAVS).

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5. If I want to opt out, what should I do?

   If you would like to opt out, please call the Octopus Rewards Customer Service Hotline on 3690 1313 for assistance.

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Become an Octopus Merchant

1. Who should I contact if I want to become an Octopus Merchant?
2. What are the procedures for applying to be an Octopus Merchant?
3. What are the charges for companies in providing Octopus payment services?
4. What is a Type Approval Test?
5. Which Octopus reader should I use for retail payment?
6. When will I receive payment on Octopus usage transactions?
7. Who should I contact if I want to use the Octopus service for an Access Control system?

1. Who should I contact if I want to become an Octopus Merchant?

   You can contact either us or our retail acquirers for a solution that is most suitable to your business needs.

   Please click here for contact details.

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2. What are the procedures for applying to be an Octopus Merchant?

   The procedures will include commercial terms quotation, agreement sign-off, system integration, company assessment and account set-up.

   Please contact us or our acquirers for details.

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3. What are the charges for companies in providing Octopus payment services?

   The charges will include a percentage fee on each Octopus transaction, Octopus equipment cost and Type Approval Test fee.

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4. What is a Type Approval Test?

   A Type Approval Test is to ascertain the compatibility of Octopus equipment with your POS system. If you appoint a POS contractor from our approved list, no Type Approval Test fee will be levied, provided the same type of approved POS system is used.

   View our approved list of POS contractors.

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5. Which Octopus reader should I use for retail payment?

   If you have a POS system equipped at your cashier counter, you could use either Mini-Multipurpose Octopus Processor or Octopus Processor with Buzzer Module. Please note that your POS system must be equipped with T-bar screen if you use the latter.

   If you do not have a POS system, you could use a Portable Octopus Processor - Modem. A telephone line is required for transferring Octopus usage data.

   Please click here for details.

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6. When will I receive payment on Octopus usage transactions?

   As an Octopus Merchant, you are required to upload Octopus usage data to us before the cut-off time on a daily basis. We will then settle the payment to you on the following business day.

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7. Who should I contact if I want to use the Octopus service for an Access Control system

   Please contact our authorised contractors who would provide total solutions, including Octopus reader and system integration.

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Become an Octopus Rewards programme partner

1. Who should I contact about becoming an Octopus Rewards programme partner?
2. How will the Octopus Rewards programme benefit my business?
3. What is Rewards e-Stamp?

1. Who should I contact about becoming an Octopus Rewards programme partner?

   You are welcome to email or call us on 2266 2282. Alternatively, you can obtain more information about becoming a business partner.

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2. How will the Octopus Rewards programme benefit my business?

   The Octopus Rewards programme is the easiest and most cost-effective way for you to identify and target your most profitable customers as well as build loyalty from your existing customers. With a large database of active customers, Octopus Rewards can help improve your competitive edge, increase your corporate exposure and build on your business strengths.

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3. What is Rewards e-Stamp?

   The Octopus Rewards e-Stamp (the "e-Stamp") is one of many value-added services that Octopus Rewards brings to its merchants - based on the existing platform, infrastructure and large membership database. e-Stamp is a merchant-driven programme capable of generating additional sales, enhancing customers' loyalty and satisfaction, and stimulating continued patronage and spending - creating a win-win-win situation among merchants, Octopus and customers.

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Create Octopus for my corporation

1. What types of Octopus products are available for corporate use?
2. Can I add initial stored value to Octopus for Corporations to make them more valuable as premium gifts?
3. What is the difference between Octopus for Corporations and other Sold Octopus?
4. How do I order Octopus for Corporations and how long does it take for production?

1. What types of Octopus products are available for corporate use?

   Special Corporate Octopus, Corporate Mini Octopus and Customised Octopus premiums are available for corporate use. Special Corporate Octopus and Corporate Mini Octopus can be used as premium gifts and marketing tools printed with your company logo or special design on the card face. You can also consider producing an Octopus premium with a one-of-a-kind product application, shape and material. All it takes is to successfully embed the Octopus chip into the premium, subject to Type Approval Tests.

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2. Can I add initial stored value to Octopus for Corporations to make them more valuable as premium gifts?

   Upon request, all Octopus for Corporations can be encoded with an initial stored value ranging from HK$10 to HK$1,000.

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3. What is the difference between Octopus for Corporations and other Sold Octopus?

   Octopus for Corporations are issued for companies as premium gifts and marketing tools which are not for re-sale purposes. Other Sold Octopus are issued by Octopus or licensees for public sale through designated channels. Both types are encoded with no deposit and no initial stored value (unless otherwise specified). Both are non-returnable but any remaining value on the Octopus is refundable.

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4. How do I order Octopus for Corporations and how long does it take for production?

   Please contact us for details. Or you can reach us by:

   Phone:

   2266 2282

   Email:

   bizenquiries@octopus.com.hk

   Fax:

   2266 2254

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Become an Octopus product licensee

1. How can my company become an Octopus product licensee?

   Please contact us for details. Or you can reach us by:

   Phone:

   2266 2282

   Email:

   bizenquiries@octopus.com.hk

   Fax:

   2266 2254

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Lost Octopus

1. What can I do if I lose my Octopus with Automatic Add Value Service (AAVS)?
2. How will I be notified after reporting the loss of my Personalised Octopus or Octopus with AAVS?
3. Why does Octopus Cards Limited not accept the reporting of a lost Standard On-Loan Octopus?
4. Why do customers need to bear the liability of any usage and add-value transactions within three hours after reporting the loss of an Octopus with AAVS or a Personalised Octopus?
5. What is the cost for the replacement of my lost Personalised Octopus?
6. Do I need to pay any charge if I lose my Octopus?
7. What should I do if I retrieve my lost Octopus after successfully reporting the loss?

1. What can I do if I lose my Octopus with Automatic Add Value Service (AAVS)?

   You can call the Lost Octopus Reporting Hotline on 2266 2266, a 24-hour Interactive Voice Response System. It will help you report the loss of your Octopus, and a 6-digit reference number will be provided to you after you have reported the loss successfully on the system. Once you have successfully reported the loss of your Octopus, it cannot be cancelled. Customers only have to bear the liability of loss within the first three hours of successfully reporting the loss. You must follow the proper procedure of reporting the loss as advised by the telephone system. Otherwise, your report of loss may fail.

   Please note that the only channel we accept for lost card reporting is the Lost Octopus Reporting Hotline on 2266 2266. No other channels of lost Octopus reporting, including fax and email, are accepted.

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2. How will I be notified after reporting the loss of my Personalised Octopus or Octopus with AAVS?

   After receiving your successful loss report, we will make arrangements for a refund. If you are reporting the loss of a Personalised Octopus, you can make a request for a replacement Octopus when you report the loss on the Lost Octopus Reporting Hotline. A notification letter will be sent to you to inform you to collect the replacement Octopus at the specified Customer Service Centre at any MTR station. You can also make a request to transfer the AAVS when you report the loss on the Lost Octopus Reporting Hotline. A notification letter will be sent to you for activating the AAVS function of another Octopus as per your request.

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3. Why does Octopus Cards Limited not accept the reporting of a lost Standard On-Loan Octopus?

   A Standard On-Loan Octopus is transferable and valid for use by anyone. Our system does not hold any information that can verify the identity of a Standard On-Loan Octopus holder. The Lost Octopus Reporting Service is offered only to AAVS users and Personalised Octopus holders.

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4. Why do customers need to bear the liability of any usage and add-value transactions within three hours after reporting the loss of an Octopus with AAVS or a Personalised Octopus?

   Octopus is operated in an offline mode to ensure fast and convenient services for customers and it takes time to send files separately to all front-line processors to stop the use of the lost Octopus.

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5. What is the cost for the replacement of my lost Personalised Octopus?

   You need to pay HK$70 in total, with HK$50 being the Octopus deposit and HK$20 being the handling fee for the replacement Octopus.

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6. Do I need to pay any charge if I lose my Octopus?

   Only holders of Pesonalised Octopus and AAVS users can enjoy the Lost Octopus Reporting Service. When a Personalised Octopus or a Standard Octopus linked with Automatic Add Value Service (AAVS) is reported lost, a card cost of HK$30 and a lost card handling fee of HK$20 will be charged. For holders of Sold Octopus with AAVS, only the lost card handling fee of HK$20 will be charged.

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7. What should I do if I retrieve my lost Octopus after successfully reporting the loss?

   After you have successfully reported the loss of your personalized Octopus or Octopus with AAVS, we will stop its use system-wide. For security reasons, the lost Octopus cannot be used afterwards even if it is retrieved. If the retrieved Octopus is returned to any MTR Customer Service Centre, the fee on card cost of HK$30 (if applicable) will not be charged to the cardholder, provided that the returned Octopus is not damaged or altered such as attached with stickers or photos. The lost card handling fee of HK$20 is non-refundable.

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Refund Procedures

1. What should I do if I no longer wish to use my Octopus?
2. What should I do if my Octopus stops working?
3. Why can't I get an immediate refund at any MTR Customer Service Centre if my Octopus has a remaining value of more than HK$500?
4. Why can't I request an immediate refund for 20 or more Octopus at a front-end office?
5. How do you define a damaged Octopus? Why do you levy HK$30 for a damaged Octopus?
6. Is there any fee involved to get a refund for my Standard On-Loan Octopus?
7. If a Personalised Octopus holder or an AAVS user has passed away, how can the Octopus holder's family or a third party get the Octopus refund?
8. I have changed my name. Do I have to inform Octopus?

1. What should I do if I no longer wish to use my Octopus?

   If you hold a Standard On-Loan Octopus, you can return it to any Customer Service Centre at any MTR station and get the refund of the deposit and the remaining value, if any, on the Octopus. A refund handling fee of HK$9 will be levied if it is returned within three months after the date of issue.

   A refund handling fee of HK$10 will be levied for Personalised Octopus. This charge will be waived if the Octopus was issued before 1 November 2004 and if the date of return is less than five years from the date of issue of that Personalised Octopus.

   For further information please click here.

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2. What should I do if my Octopus stops working?

   You can seek assistance at any MTR Customer Service Centre. If your On-Loan Octopus (including both Standard and Personalised Octopus) cannot be immediately reactivated, you will get a replacement On-Loan Octopus and a refund will be arranged. Check out details here. The handling procedures of Sold Octopus are subject to the terms and conditions provided upon sale of such Octopus. Call the Octopus Customer Service Hotline on 2266 2222 for assistance.

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3. Why can't I get an immediate refund at any MTR Customer Service Centre if my Octopus has a remaining value of more than HK$500?

   It is our policy not to grant high value refunds at stations. We process the refund application at the office of Octopus Cards Limited by sending you a cheque. Find out more, or call the Octopus Customer Service Hotline on 2266 2222 for assistance.

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4. Why can't I request an immediate refund for 20 or more Octopus at a front-end office?

   This is a time-consuming process at station level. We need to centrally process the bulk return of Octopus in order not to cause inconvenience to other customers.

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5. How do you define a damaged Octopus? Why do you levy HK$30 for a damaged Octopus?

   An Octopus with malicious damage such as serious delaminating, bending, cutting, breaking, graffiti or attachment of stickers or photos cannot be recycled or reused. We need to levy the charge because if the damaged card is a Standard On-Loan Octopus, it cannot be recycled for future use. And if it is a Personalised Octopus, a replacement card needs to be produced for the cardholder.

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6. Is there any fee involved to get a refund for my Standard On-Loan Octopus?

   If you return your Standard On-Loan Octopus within three months of the issue date, you have to pay a refund handling fee of HK$9.

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7. If a Personalised Octopus holder or an AAVS user has passed away, how can the Octopus holder's family or a third party get the Octopus refund?

   The Octopus holder's family member or a third party is required to complete a request form at any MTR Customer Service Centre for refund arrangement and submit photocopies of the following documents directly to Octopus Cards Limited by post or by fax: (1) the probate, (2) the death certificate, (3) the HKID card of the cardholder; and (4) the HKID card of the family member or the third party.

   Address: Octopus Cards Limited, 46/F., Manhattan Place, 23 Wang Tai Road, Kowloon Bay, Kowloon, Hong Kong.
   Fax : 2266 2211

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8. I have changed my name. Do I have to inform Octopus?

   If you are a Personalized Octopus holder or an AAVS user, you have to inform us of your name change by submitting (1) the change of name deed, and (2) a copy of your HKID with your new name. Please send the request along with the above mentioned documents to Octopus Cards Limited, 46/F., Manhattan Place, 23 Wang Tai Road, Kowloon Bay, Kowloon, Hong Kong.

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Balance and Transaction Checking

1. How can the transaction records and remaining value of the Octopus be checked?
2. How far back can I view the Octopus transaction records through the Octopus PC Reader Service?
3. Will sensitive information such as credit card details or personal data be shown when using Octopus PC Reader Service?
4. What should I do if there is no response from the personal computer when using the Octopus PC Reader Service?

1. How can the transaction records and remaining value of the Octopus be checked?

   Every time you use your Octopus, the transaction amount and the remaining value will be shown on an Octopus reader or on a printed receipt. You can check the remaining value and the date, amount and type of service provider of the last 10 transactions free of charge at the Octopus Enquiry Machines at any MTR station, or at Octopus Service Points at high traffic locations. The remaining value can also be checked via some designated AEON ATMs installed with Octopus readers (for AEON customers only).

   If your NFC Android smartphone has downloaded the OctoCheck application or if you have an Octopus PC Reader, you can check the following types of information online:

   • The latest Octopus transaction records, i.e. transaction amount by Octopus and cash reload records;
   • Octopus auto reload amount (applicable to Octopus Automatic Add Value Service users only);
   • Octopus Reward$ balance (applicable to Octopus Rewards member only);
   • Other information, e.g. enquiry date and time, last reload date either by AAVS or cash

   In addition, you can request for a print-out of your last 10 transactions at any MTR Customer Service Centre, or any 7-Eleven or Circle K outlet throughout Hong Kong at HK$3 to be charged by these service providers.

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2. How far back can I view the Octopus transaction records through the Octopus PC Reader Service?

   Currently, this service supports checking of the last 10 transaction records (unless otherwise specified) on the Octopus, which includes transaction amount by Octopus and last reload record. In addition, the AAVS reload transaction will also be shown if this is within the last 10 transaction records on the Octopus.

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3. Will sensitive information such as credit card details or personal data be shown when using Octopus PC Reader Service?

   No. Personal information such as credit card number, etc will not be shown when using this service.

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4. What should I do if there is no response from the personal computer when using the Octopus PC Reader Service?

   1. Check whether your Reader is connected. If it has been connected properly, the green light on your reader will be on.
   2. Try to place your Octopus on your Reader and see if the green light is blinking. Please close all the browser windows and try again if there is no response from the Reader or the servicing web page on your computer.
   3. Make sure your personal computer is connected to the internet so that the latest device driver can be automatically installed through Windows Update.
   4. There may be a connection problem or application problem if the servicing web page is not responding for more than 20 seconds. Please close all the browser windows and try again.
   5. Please click here to check your system compatibility, and update the browser and Java Runtime Environment (JRE) version accordingly.

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Octopus Service Point

1. What is Octopus Service Point and what service does it provide?
2. What is the difference between the Octopus Service Point and the Octopus Enquiry Machine inside MTR stations?
3. Why would Octopus users receive refunds at the Octopus Service Points?
4. What is the processing sequence of various functions on the Octopus Service Points?
5. What causes incomplete transactions?
6. When can customers receive automatic refunds at the Octopus Service Points after incomplete transaction occurs?
7. If an Anonymous Octopus cardholder calls to enquire about his/her transaction records in which incomplete transaction is detected, how long will it take to refund them?
8. Will it take longer for cardholders to receive incomplete transaction refunds at the Octopus Service Points than your current cheque mailing refunds?
9. Can holders of Personalised Octopus and Anonymous Octopus with AAVS functions receive refund at the Octopus Service Points?
10. At present, how long does it take to refund holders of Personalised Octopus and Anonymous Octopus with AAVS functions?
11. What should I do if I cannot successfully check the transaction data on my Octopus or receive incomplete transaction refund at the Octopus Service Points?
12. How can I avoid the occurrence of incomplete transactions during my Octopus payment?

1. What is Octopus Service Point and what service does it provide?

   The Octopus Service Point is a new service enhancement facility introduced by Octopus Cards Limited at 30 high traffic locations, including major MTR stations, bus termini and The Link’s shopping centres, throughout the 18 districts of Hong Kong.

   This facility offers customers total convenience, efficiency and accessibility to check their Octopus’ remaining value, Reward$ balance and latest transactions, simply by tapping their cards at this facility. In addition, customers can activate the Octopus Rewards membership and download their Reward$; while Anonymous Octopus cardholders can receive automatic refund for incomplete transactions on their cards.

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2. What is the difference between the Octopus Service Point and the Octopus Enquiry Machine inside MTR stations?

   The Octopus Service Point offers a wide and expanded array of integrated services for Octopus users to check their Octopus' remaining value, Reward$ balance and latest transactions records.  Additionally, members of the Octopus Rewards Programme can activate and download their Reward$; while anonymous Octopus cardholders can receive automatic refunds on their cards.

   On the other hand, the existing Octopus Enquiry Machines at MTR stations mainly provide checking service for the remaining values and latest transaction records on the Octopus.

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3. Why would Octopus users receive refunds at the Octopus Service Points?

   When users of Anonymous Octopus tap their card at the reader of the Octopus Services Points and when incomplete transaction records are detected on the system, automatic refund of the involved amount will be made to the card immediately.

   (Please note that automatic refund at the Octopus Service Points for holders of Personalised Octopus or Octopus with Automatic Add Value Service will take place at the next stage. They will continue to receive incomplete transaction refunds by cheque mailing for the time being.)

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4. What is the processing sequence of various functions on the Octopus Service Points?

   If customers have incomplete transactions on their Octopus, the Octopus Service Points will first process their automatic refunds, to be followed by activation and downloading of the Reward$, and lastly the remaining value and the last 10 transaction enquiries (will be shown every time after completion of each function). The Octopus Service Points will have clear indication to prompt customers as to what functions on their cards need processing, according to the sequence listed above. When one service is completed with a transaction completion message in red colour shown in the bottom of the screen, users have to remove the Octopus away from the reader, and tap the card to the Octopus reader again to process the next function, etc. When there is no more indicator number of actions on the screen’s top left corner, the whole service process at the Octopus Service Point will be completed.

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5. What causes incomplete transactions?

   Incomplete transactions occur as a result of customers removing their Octopus from the readers too quickly before completion of the transactions, and the Octopus is not presented to the same reader again within a short period of time to enable payment confirmation on the reader.  As such, though the transaction amount may have been deducted from the card, the cashier still regards this as an unsuccessful transaction and may ask customer to pay with other payment means again. It is also possible that the cashier may not be aware of the error message/sound when an incomplete transaction occurs, and he/she may continue to render the services or confirm the purchases. Incomplete transactions do not necessarily equate to overpayment by cardholders.

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6. When can customers receive automatic refunds at the Octopus Service Points after incomplete transaction occurs?

   Under normal circumstances, cardholders can receive the incomplete transaction refund at our Octopus Service Points within two weeks from the date of transaction, if we receive no claim from the merchant concerned on that particular incomplete transaction.

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7. If an Anonymous Octopus cardholder calls to enquire about his/her transaction records in which incomplete transaction is detected, how long will it take to refund them?

   Under normal circumstances, the refund will be settled with the customers within two weeks if there is no claim from the merchant concerned on this particular incomplete transaction.

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8. Will it take longer for cardholders to receive incomplete transaction refunds at the Octopus Service Points than your current cheque mailing refunds?

   At this stage, the interval for receipt of incomplete transaction refunds at the Octopus Service Points is more or less the same as our current practice of refunding customers by cheque mailings.  However, customers would find it more convenient to have the cash value reimbursed directly to the Octopus, as against the need to cash in the cheques at banks.

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9. Can holders of Personalised Octopus and Anonymous Octopus with AAVS functions receive refund at the Octopus Service Points?

   Automatic refund at the OSP for holders of Personalised Octopus or Octopus with Automatic Add Value Service will take place at the next stage. They will continue to receive incomplete transaction refunds by cheque mailing for the time being.

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10. At present, how long does it take to refund holders of Personalised Octopus and Anonymous Octopus with AAVS functions?

    Under normal circumstances, the refund will be settled with the customers within two weeks if there is no claim from the merchant concerned on this particular incomplete transaction.

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11. What should I do if I cannot successfully check the transaction data on my Octopus or receive incomplete transaction refund at the Octopus Service Points?

    Customers are always welcome to contact the Octopus Customer Service Hotline on 2266 2222; or visit the Octopus website www.octopus.com.hk for further information or enquiries.

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12. How can I avoid the occurrence of incomplete transactions during my Octopus payment?

    To avoid the occurrence of incomplete transactions, customers should hold their Octopus over the Octopus reader until the transaction is completed with the transaction amount and remaining value shown on the screen. In addition, both the merchants and customers should also pay attention to reminder message/sound that alerts both parties that incomplete transaction has occurred, and customers should tap the same Octopus on the same reader again to complete the transactions.

    We will continuously step up our educational efforts to enhance public awareness about incomplete transactions and respective preventive measures. These will be done by  means of regular updates of our website information, and the active use of various public education tools such as user guide, leaflet, card back reminder message, Octopus newsletter and media publicity. In addition, we will also conduct regular training for merchants on the proper use of Octopus and handling of incomplete transactions.

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Octopus PC Reader Service

1. What new services come with the Octopus PC Reader?
2. Is there a charge for using Octopus PC Reader Service?
3. Is prior registration required for using Octopus PC Reader Service?
4. Where can I get an Octopus PC Reader?
5. How do I use the Octopus PC Reader Service?
6. What are the personal computer system requirements for using Octopus PC Reader Service?
7. How do I verify whether or not my personal computer satisfies the system requirements?
8. How do I safeguard my personal computer system when using Octopus PC Reader Service?
9. What should I do if the webpage is not responding?
10. Is there any hotline or support service if I encounter problem using Octopus PC Reader Service?

1. What new services come with the Octopus PC Reader?

   By connecting the Octopus PC Reader to your personal computer, you can enjoy the following services:

   • Check your Octopus's remaining value
   • Check the date, time, merchant name and amount of your latest Octopus transactions
   • Check Octopus Reward$ balance
   • Activate Octopus Automatic Add Value Service (prior application required)
   • Activate Octopus Rewards membership (prior registration required)
   • Purchase products at supported online merchants

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2. Is there a charge for using Octopus PC Reader Service?

   No. The service is free of charge.

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3. Is prior registration required for using Octopus PC Reader Service?

   No prior registration is required to use the Octopus PC Reader Service. Simply select the service you intend to use on the Octopus website and follow instructions to enjoy the service.

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4. Where can I get an Octopus PC Reader?

   You may purchase an Octopus PC Reader at Octopus Online Shop or MTR and Light Rail Customer Service Centres (except Airport Express, Disneyland Resort and Racecourse Stations).

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5. How do I use the Octopus PC Reader Service?

   Simply connect your Octopus PC Reader to your personal computer and go to the related services pages at www.octopus.com.hk. Please follow the instructions to place your Octopus on the Reader until the service is completed.

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6. What are the personal computer system requirements for using Octopus PC Reader Service?

   Your computer should be a personal computer (Windows XP with Service Pack 2 or above). The website is best viewed with a screen resolution of 1024 x 768.

   Please make sure that your personal computer is connected to the internet, with Javascript and Applet enabled on the recommended web browser settings.

   The following table lists out the system requirements:

   
   

   Environment	Recommended Settings
   Operating system	Windows XP with Service Pack 2 or above
   Web browser	Internet Explorer version 7 or above Firefox version 3 or above
   Java Runtime Environment (JRE)	JRE 6 Update 10 (1.6.0_26) or above
   Screen resolution	1024 x 768 or better

   
   

   Please note that the Macintosh Operating System is currently not supported.

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7. How do I verify whether or not my personal computer satisfies the system requirements?

   You may click here to check whether your personal computer meets the system requirements.

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8. How do I safeguard my personal computer system when using Octopus PC Reader Service?

   You should install on your computer the latest security and software patches from the software supplier. Besides, you should ensure your computer has already installed anti-virus software to prevent attacks from malicious computer viruses and codes. You may also consider adopting additional measures such as setting up personal firewall and installing anti-spyware software on your personal computer to further strengthen security.

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9. What should I do if the webpage is not responding?

   There may be a connection problem or application problem if the service is not responding for more than 20 seconds. Please close all the browser windows and try again. You may also click here to check your system compatibility, and update the browser and JRE version accordingly.

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10. Is there any hotline or support service if I encounter problem using Octopus PC Reader Service?

    If you cannot connect to the Internet, please contact your Internet Service Provider for assistance. If you need further assistance on Octopus PC Reader Service, please call Octopus Customer Service Hotline at 2266 2222 (Monday-Saturday: 9:00am - 9:00pm, except Sundays and public holidays).

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Customer data protection

1. What information is stored in an Octopus?
2. What measures does Octopus Cards Limited have in place to protect customer data?
3. An increasing number of residential and commercial buildings, as well as schools, are using Octopus for access control management and/or attendance registration. How is Octopus users' personal information protected in these systems?
4. There have been cases when users' Octopus usage records were obtained from your company for police investigation. Under what circumstances will this happen?
5. What is the Octopus Rewards Programme? What should I do if I do not want to receive any promotional material from the Rewards programme?
6. Do Octopus cards and products with the Automatic Add Value Service (AAVS) have customers' personal data?
7. How should I make a data access request to Octopus Cards Limited or Octopus Rewards Limited? Will there be any fee or charge?

1. What information is stored in an Octopus?

   No personal information is stored in any anonymous Octopus which accounts for about 80% of our current customer base.

   As a standing practice, the user's name, date of birth and ID card number are stored in a Personalised Octopus. This is to enable the elderly and students to enjoy the concessionary fares offered by different public transport service providers. To enhance the level of privacy protection to consumers, from the fourth quarter in 2010, ID card numbers will no longer be stored in Personalised Octopus cards or products.

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2. What measures does Octopus Cards Limited have in place to protect customer data?

   As a responsible organisation, Octopus Cards Limited (OCL) values the importance of customer data privacy and protection, and is in full compliance with the related ordinances in handling customer data.

   Internal users are authorised to access the personal data on a need-to-know basis (eg hotline staff) and authentication is required before they are granted access to the data.

   We issue internal guidelines and conduct training for staff on the proper way to handle Octopus holders' personal information. We also have audit trails to monitor the use of such data and have regular internal audits and reviews to ensure strict compliance.

   We also issue policies on Personal and Customer Data Protection and Code of Practice to all employees on commencement of employment regarding the handling of data confidentiality and appropriate conduct in carrying out business. Employees are required to acknowledge receipt of and comply with these policies.

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3. An increasing number of residential and commercial buildings, as well as schools, are using Octopus for access control management and/or attendance registration. How is Octopus users' personal information protected in these systems?

   Some residential and commercial buildings as well as schools in Hong Kong use the Octopus platform as an access/registration system for their users. The personal data captured by these systems is owned and managed by the respective service providers. OCL does not receive, own, manage or keep records of such data.

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4. There have been cases when users' Octopus usage records were obtained from your company for police investigation. Under what circumstances will this happen?

   As a law-abiding company, OCL will provide customer data to law enforcement authorities such as the police upon the provision of an original copy of a search warrant or court order as well as a valid staff identity card. In general, law enforcement authorities may still require the assistance of other merchants and additional information to get the full picture for their investigation.

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5. What is the Octopus Rewards Programme? What should I do if I do not want to receive any promotional material from the Rewards Programme?

   Octopus Rewards is a programme managed and operated for the sole purpose of offering rewards and/or marketing promotional offers to customers who separately and voluntarily register to receive promotional material from us concerning offers from the programme's business partners. When you register for the programme, consent is given to use your data for marketing purposes. Procedures are in place if you wish to opt out. You can click here and choose not to receive promotional information from Rewards Programme, or contact Octopus Rewards Limited in writing at 46/F Manhattan Place, 23 Wang Tai Road, Kowloon Bay, Kowloon, Hong Kong, or by calling the Octopus Rewards Customer Service Hotline on 3690 1313 for assistance.

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6. Do Octopus cards and products with the Automatic Add Value Service (AAVS) have customers' personal data?

   Anonymous Octopus with AAVS does not have personal data stored on the cards or products. A Personalised Octopus with AAVS contains the user's name, date of birth and ID card number, just like any other Personalised Octopus card. From the fourth quarter in 2010, the holder's ID card number will no longer be recorded.

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7. How should I make a data access request to Octopus Cards Limited or Octopus Rewards Limited? Will there be any fee or charge?

   Please complete the Data Access Request Form and return it to Octopus Cards Limited or Octopus Rewards Limited by mail (46/F Manhattan Place, 23 Wang Tai Road, Kowloon Bay, Kowloon, Hong Kong) or by fax (Octopus Cards Limited at 2266 2211; Octopus Rewards Limited at 2266 2411). We will follow up your request as soon as we receive your form and will advise you in advance the fee required (if applicable).

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OctoCheck

1. What is OctoCheck?
2. How to use OctoCheck?
3. What are the minimum requirements on using OctoCheck?
4. Why data network is required when using OctoCheck?
5. Why there is no response on enquiring my Octopus?
6. Will my enquiry results stored in my mobile?
7. What is the difference between OctoCheck and other card reading apps?
8. Where can I download OctoCheck?
9. Is it free to download OctoCheck?

1. What is OctoCheck?

   It is a free smartphone application developed for NFC (Near Field Communication) enabled mobile devices. This application allows you to check the following information via the Internet on your Octopus:

   • Octopus remaining value;
   • Date, time, merchant type and amount of the latest Octopus transaction records;
   • Octopus auto-reload amount (applicable to subscribers of the Octopus Automatic Add Value Service (AAVS));
   • Octopus Reward$ balance (applicable to holders of Octopus Rewards membership Octopus);
   • Other information, e.g. enquiry date, time and last reload date either by AAVS or cash.

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2. How to use OctoCheck?

   To better protect your data, the application will only support Octopus registered on your mobile device.

   Upon successful registration, place your mobile on top of the registered Octopus and wait for a few seconds until its remaining value and latest transaction records show.

   If you need to check the transaction record of another Octopus, please press ‘back’ on your mobile or wait for 30 seconds.

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3. What are the minimum requirements on using OctoCheck?

   OctoCheck works on smartphones of Android 2.3.3 or above with NFC (Near Field Communication) function. Your mobile should be connected to the Internet when using the application.

   OctoCheck is tested with the following mobile devices models:

   • ASUS Nexus 7
   • Google Nexus S
   • Google Nexus 10
   • HTC One X
   • LG Nexus 4
   • LG Optimus 4X HD
   • Samsung GALAXY Nexus
   • Samsung GALAXY Note II
   • Samsung GALAXY Note II LTE
   • Samsung GALAXY S II LTE
   • Samsung GALAXY S III
   • Samsung GALAXY S III LTE
   • Samsung GALAXY S IV LTE
   • Sony Xperia™ acro S
   • Sony Xperia™ ion
   • Sony Xperia™ P
   • Sony Xperia™ S
   • Sony Xperia™ SL
   • Sony Xperia™ SP
   • Sony Xperia™ sola
   • Sony Xperia™ TX
   • Sony Xperia™ V
   • Sony Xperia™ Z

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4. Why data network is required when using OctoCheck?

   OctoCheck will connect to the Octopus server for checking your transaction records. Please turn on your mobile data connection before using OctoCheck.

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5. Why there is no response when I put the Octopus under my mobile?

   • Remove any smartcard near your Octopus;
   • Most of the NFC antenna are placed at the back of the mobile devices, please place your mobile on top of your Octopus;
   • Hold your Octopus and mobile steadily during enquiry;
   • OctoCheck is applicable to Octopus with a 9-digit Octopus number only (including eight digits plus one single digit inside the bracket, e.g. 87654321(3)).
   • If your card is a cross border Octopus, your mobile may not be able to detect the Octopus information for the first time. Please remove your Octopus and retry.
   • The design of the NFC antenna and transmission power of each smart phone vary. If your Octopus cannot be read properly, please try placing your Octopus about 1cm away from your phone.

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6. Will my enquiry results stored in my mobile?

   Upon successful enquiry, the results will fade out automatically after 30 seconds. No enquiry results will be stored in the mobile device.

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7. What is the difference between OctoCheck and other card reading apps?

   OctoCheck is an official application developed by Octopus Cards Limited. It can read the remaining value, latest transaction records and other card information of your Octopus. OctoCheck will connect to the Octopus server for checking your transaction records. Enquiry response may vary with different network speed offered by your mobile Internet service providers.
   All other card reading apps may not display the correct remaining value of your Octopus.

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8. Where can I download OctoCheck?

   You can download OctoCheck for free at Google Play by searching 'OctoCheck'. You may also download the application by scanning its QR code. Your mobile should have NFC function in order to support the application.

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9. Is it free to download OctoCheck?

   OctoCheck is free of charge.

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Octopus Online Payment Service

1. What is Octopus Online Payment Service (OOPS)?
2. Is prior registration required for using OOPS?
3. Is there a charge for using OOPS for my online payment?
4. What is needed to use OOPS?
5. Where can I get an Octopus PC Reader?
6. How can I verify if my order placed using OOPS is successful or not?
7. How can I check the payment status?
8. How can I check my payment history?
9. What happen if I input the wrong Octopus number when using OOPS?
10. What happen if I decide not to process the payment anymore?
11. What happen if I walk away from my computer when using OOPS?
12. How can I avoid duplicate payments when using OOPS?
13. Does OOPS require any of my personal information?
14. As Internet is a public network, how Octopus ensure my information is protected?
15. What can I do to protect my information when using OOPS?
16. I just lost my Octopus, how can I limit my loss caused by unauthorized transaction carried out by OOPS?
17. When will I receive my ordered products or services?
18. How can I file a complaint on the quality of the products or services?
19. How can I request a refund for the order?
20. How can I track my order status?
21. Who should I contact if I want to accept OOPS at my website?

1. What is Octopus Online Payment Service (OOPS)?

   OOPS is a new payment service offered by Octopus Cards Limited ("OCL", "our company") for customers to use Octopus to settle online payments to supported online merchants or service providers ("merchants") Customers can make payments for their online purchases of products or services with their Octopus through an Octopus PC reader or other tools (collectively "Reader") as announced by OCL in the future.

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2. Is prior registration required for using OOPS?

   No prior registration is required to use the OOPS.

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3. Is there a charge for using OOPS for my online payment?

   No. This service is free of charge for the Customer.

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4. What is needed to use OOPS?

   You need an Octopus and a Reader to use OOPS.

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5. Where can I get an Octopus PC Reader?

   You may purchase an Octopus PC Reader at Octopus Online Shop or MTR and Light Rail Customer Service Centres (except Airport Express, Disneyland Resort and Racecourse Stations)

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6. How can I verify if my order placed using OOPS is successful or not?

   Upon any successful order, you will receive these confirmations
   (i) The Octopus Online Payment Reference Number from OCL to confirm successful payment by your Octopus
   (ii) A Confirmation email or receipt from the merchant to confirm your order.

   If you encounter problems in receiving these confirmations, please refer to the "How can I check the payment status" section below.

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7. How can I check the payment status?

   Upon receiving Octopus Online Payment Reference Number, the Merchant's confirmation email or receipt, your transaction is completed. Please contact the merchant if you have questions on your order.

   If you fail to receive any confirmations after using OOPS, you should check the transaction record on your Octopus using Octopus PC Reader Service or OctoCheck, or other method listed on Octopus website. A transaction record for the OOPS can be found if the transaction is successful. Please call our Customer Service Hotline at 2266 2222 to retrieve Octopus Online Payment Reference Number and seek assistance from the merchant to confirm the order.

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8. How can I check my payment history?

   You can check the their latest transactions record of your Octopus by using OctoCheck, Octopus PC Reader Service and other channels listed on the Octopus website.

   A Octopus Online Payment Receipt will be displayed together with an Octopus Online Payment Reference Number for every successful payment transaction. You are recommended to retain such confirmation information provided by OOPS when your transaction is successful. You should also retain other confirmations such as merchant's confirmation email and receipt when using Octopus to settle your online payment.

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9. What happen if I input the wrong Octopus number when using OOPS?

   OOPS allows several attempts for inputting the Octopus number. However, if you fail to input the correct Octopus number for a few times, the online payment function of this Octopus will be temporary suspended. You can retry the payment process after 24 hours or use another Octopus to continue with the transaction.

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10. What happen if I decide not to process the payment anymore?

    Your online payment request will not processed until you place the Octopus on the Reader. Once you put your Octopus on the Reader, the transaction is completed and confirmed by OCL and is irreversible. Please contact the merchant if you have further enquiries.

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11. What happen if I walk away from my computer when using OOPS?

    Your OOPS request will be expired after a set period of time. Once your request is expired, you will have to restart your online payment process at the merchant's website.

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12. How can I avoid duplicate payments when using OOPS?

    OOPS is designed to protect against duplicate payment when you use the service. However, it cannot guarantee to prevent such incident from happening. Please follow the notes below to minimize the chance of duplicate payment:
    (i) Only conduct one online purchase each time. Do not visit multiple website when using OOPS
    (ii) Make sure there's only one Reader attached to your computer and only one Octopus is used per transaction. Do not put multiple Octopus on the Octopus PC Reader at the same time.
    (iii) Do not press the "back" button or go to the previous page by using the browser built-in function.
    (iv) When in doubt, cancel the transaction by clicking the "cancel" button available on OOPS, close all browsers and restart the payment process again through the merchant’s website. However, once the payment is confirmed by OCL it cannot be cancelled.
    (v) Always check the transaction record on your Octopus by using OctoCheck, Octopus PC Reader Service and other channels listed on the Octopus website after conducting the transaction. Call our customer service hotline 2266 2222 if you have any questions about the transaction history or if you find any suspicious activities.

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13. Does OOPS require any of my personal information?

    No. OOPS does not request, receive or store any personal information. However your online merchant may require your personal information for the delivery of products and services, which will not be passed to OCL.

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14. As Internet is a public network, how Octopus ensure my information is protected?

    When using OOPS, your personal information is not handled by OCL. OCL will only request you to provide the last 3 digit of your Octopus in order to validate and process the order. OCL will not collect your personal information such as name, personal Identity number when using OOPS.

    When your information is transmitted over the Internet, OCL use industrial standard method to encrypt your information. OCL also maintains a firewall system to protect our infrastructure from unauthorized access. OCL conducts regular review on the service to make sure it meets changing requirements for Internet security.

    Please refer to the Online Payment Services User and Online Safety Guide for further details on how Octopus protects you when using OOPS.

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15. What can I do to protect my information when using OOPS?

    While OOPS does not collect or store any of your personal information, it is always recommended that you be cautious when visiting any online merchants or using OOPS. You are reminded of the followings
    (i) Do not use public computer when using OOPS.
    (ii) Make sure you visit the online merchant and OOPS under a secured connection. When you are using a secured connection, a pad lock should be displayed on the browser. When you click on the pad lock, OCL or the merchant's website information should be displayed accordingly.
    (iii). Do not use the "Auto Complete" function when using OOPS.
    (iv) Do not to click on any link in email to directly access OOPS.
    (v) Use only legitimate software.
    (vi) Update your Operating System and Internet Browsers regularly.
    (vii) Install antivirus, anti-spyware and firewall software, and update them regularly.
    (viii) When using wireless connection, make sure it is secured.
    (ix) Beware of spam mails and look-alike website.

    Please refer to the Online Payment Services User and Online Safety Guide for further details on what you should do to protect yourself when using OOPS.

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16. I just lost my Octopus, how can I limit my loss caused by unauthorized transaction carried out by OOPS?

    You should call the Lost Octopus Reporting Hotline 2266 2266 as soon as possible to report your lost card. Note that no other channels for lost Octopus reporting, such as email or fax, are accepted.

    Card holders are liable to any usage or value reloads during the first 3 hour after successful lost reporting. For the eligibility of lost Octopus services, please refer to Conditions of Issue of Octopus for details.

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17. When will I receive my ordered products or services?

    If your payment is successful, the merchant will deliver the products or services according to the terms and conditions you have accepted for the particular online purchase. Please contact the merchant if you have any questions on your order.

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18. How can I file a complaint on the quality of the products or services?

    If you are dissatisfied with the products or services purchased from the merchant, please contact the merchant directly. OCL, as a payment service provider, is not in a position to determine, and is not responsible for the performance and quality of products / services offered by the merchants. You are advised to review the merchant's return / refund policies before proceeding payment with the merchant.

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19. How can I request a refund for the order?

    Please contact the merchant directly to request refund of your ordered goods or service. OCL is not authorized to cancel or refund any order on behalf of the merchant.

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20. How can I track my order status?

    Please contact the merchant directly for the status of your ordered products or services. OCL is not involved in the actual delivery of products or services of your order.

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21. Who should I contact if I want to accept OOPS at my website?

    You can contact either us or our payment gateway acquirers for a solution that is most suitable to your business needs.

    Please click here for contact details

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