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FAQ

If you've got any questions about how we can make your life easier, please check out our 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 at any Octopus Rewards Station, the Octopus Service Point, using your own Octopus PC Reader or Octopus App.

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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 the 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 the 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 the Octopus Service Points at high traffic locations.

    If you have downloaded the Octopus App 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);
    • Incomplete transaction refund (applicable to Anonymous Octopus with incomplete transaction pending refund);
    • 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 free of charge.

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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. Can I report the loss of the Standard On-loan Octopus or Sold Octopus?
  4. Why is there a deposit of HK$50 for an On-Loan Octopus?
  5. How is the deposit paid?
  6. What is the age limit for using a Child Octopus?
  7. What is the age requirement for using an Elder Octopus?
  8. How do I apply for an MTR Airport Staff Octopus?
  9. 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. Can I report the loss of the Standard On-loan Octopus or Sold Octopus?

    No. Lost Octopus Reporting Service does not apply to Standard On-Loan Octopus or Sold Octopus not linked with Octopus Automatic Add Value Service (AAVS). You may apply for a Personalised Octopus or AAVS in order to enjoy the Lost Octopus Reporting Service.

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  4. 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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  5. 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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  6. 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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  7. 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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  8. 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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  9. 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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Octopus Mobile SIM

General product features

  1. What is Octopus Mobile SIM?
  2. What is NFC?
  3. What is the difference between Octopus Mobile SIM and an ordinary Octopus?
  4. Where can Octopus Mobile SIM be used?

Mobile phones

  1. How should the Octopus Mobile SIM be used?
  2. Which models of mobile phones are compatible with the Octopus Mobile SIM service and how can I use the NFC function and locate the NFC antenna area?
  3. Can I use a NFC-enabled mobile phone that is not found in the tested mobile phone list?

Obtaining Octopus Mobile SIM

  1. Who can obtain an Octopus Mobile SIM?
  2. Where can I get the Octopus Mobile SIM?
  3. What is the age limit in using Octopus Mobile SIM?
  4. Can I apply for a Personalised Octopus together with the Octopus Mobile SIM service?

Add value service and Octopus Rewards Programme

  1. How do I add value to Octopus Mobile SIM?
  2. Can the Octopus Automatic Add Value Service be linked with Octopus Mobile SIM?
  3. Can I use Octopus Mobile SIM to register in the Octopus Rewards Programme?

Balance and transaction checking

  1. How can I check the remaining value and transaction records on my Octopus Mobile SIM?

Using Octopus Mobile SIM

  1. What should I do if there is no response when using the Octopus Mobile SIM for transaction?
  2. Will Octopus Mobile SIM still function if the mobile phone runs out of battery?
  3. What should I pay attention to while using Octopus Mobile SIM for public transport payment?

After sales

  1. Who should I refer to when encountering problems in using Octopus Mobile SIM?
  2. What should I do if my Octopus Mobile SIM stops working?

Lost Octopus Mobile SIM

  1. What should I do if I lose my mobile phone with Octopus Mobile SIM?

Refund

  1. What should I do if I no longer wish to use the Octopus function on my Octopus Mobile SIM?
  2. Where can I find the Octopus number and ICCID as requested in the online refund website?

Change to another mobile network operator or termination of mobile service plan

  1. What should I do if I change to another mobile network operator or terminate the mobile service plan?
  2. Would the Octopus Mobile SIM's Octopus function be affected by users' change of subscription status with mobile network operator?
  1. What is Octopus Mobile SIM?

    Octopus Mobile SIM is a mobile phone SIM card incorporated with Octopus function. The Octopus Mobile SIM consists of both Octopus function and telecommunication function when operated with NFC (Near Field Communication) enabled mobile phone as tested by Octopus Cards Limited. Please click here for the list of tested mobile phones.

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  2. What is NFC?

    Near Field Communication (NFC) is the wireless technology which enables NFC devices to communicate with each other in close proximity. Octopus Mobile SIM on NFC-enabled mobile phone uses this technology for proximity payment.

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  3. What is the difference between Octopus Mobile SIM and an ordinary Octopus?

    Octopus Mobile SIM holds no deposit, no initial stored value and non-returnable. You have to add value for payment usage. Any remaining value on Octopus Mobile SIM is refundable. Of course, for the Octopus Mobile SIM to be functional, the mobile phone must be NFC enabled, switched on and have sufficient battery to operate.

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  4. Where can Octopus Mobile SIM be used?

    Just like other Octopus, Octopus Mobile SIM is widely accepted by all Octopus readers including transport and retail operators.

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  5. How should the Octopus Mobile SIM be used?

    Insert the Octopus Mobile SIM into a NFC-enabled mobile phone as tested by Octopus Cards Limited. Make sure the mobile phone has already been upgraded with the latest firmware version as advised by the mobile phone manufacturer. Make sure its power and the NFC function are on with sufficient battery so that the Octopus function on the Octopus Mobile SIM can be performed. Instructions of firmware upgrade, the NFC function and location of the NFC antenna area can be obtained from the operating manual of mobile phone. Download the Octopus App from Google Play to your mobile. You can then use the Octopus Mobile SIM as any other Octopus by tapping it to the Octopus readers. No activation and further steps are required. As Octopus Mobile SIM has no initial stored value, please add value before use.

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  6. Which models of mobile phones are compatible with the Octopus Mobile SIM service and how can I use the NFC function and locate the NFC antenna area?

    Octopus Cards Limited provides a list of tested mobile phone models for compatibility with the Octopus Mobile SIM service. You are reminded to ensure the mobile phone has been upgraded with the latest firmware as advised by mobile phone manufacturer before use. Please click here for details on the supported mobile phone list, firmware upgrade instruction, NFC function instruction and NFC antenna area location.

    We will continuously update the tested mobile phone list in due course.

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  7. Can I use a NFC-enabled mobile phone that is not found in the tested mobile phone list?

    If a mobile phone model is not listed, you are advised not to use Octopus Mobile SIM on such device. Octopus Cards Limited would not be liable for any loss in connection with the use of inappropriate and non-tested devices.  Octopus will continue to work with mobile phone manufacturer and mobile network operator in expanding the list of its tested mobile phone.

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  8. Who can obtain an Octopus Mobile SIM?

    Any person who can subscribe to a mobile service plan from the designated mobile network operator can obtain an Octopus Mobile SIM. You can check the terms and conditions with individual mobile network operator. Please click here for supported mobile phone list. Please note that currently only the Adult version is available.

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  9. Where can I get the Octopus Mobile SIM?

    You may go to any outlets of our designated mobile network operator to check for details in using the Octopus Mobile SIM service.

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  10. What is the age limit in using Octopus Mobile SIM?

    At present, Octopus Mobile SIM is classified as an Adult product, i.e. for customers aged 12 and above.

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  11. Can I apply for a Personalised Octopus together with the Octopus Mobile SIM service?

    At present, Octopus Mobile SIM does not provide such service.

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  12. How do I add value to Octopus Mobile SIM?

    Like other Octopus, you can add value to Octopus Mobile SIM with cash at any MTR Customer Service Centre or Octopus Authorised Add Value Service Providers with cash up to a maximum of HK$1,000. You can also apply for Automatic Add Value Service (AAVS) from participating financial institutions for your Octopus Mobile SIM.

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  13. Can the Octopus Automatic Add Value Service be linked with Octopus Mobile SIM?

    Yes, you can apply for the Octopus Automatic Add Value Service (AAVS) with selected financial institutions. For details, please visit www.octopus.com.hk/aavs or call application hotline: 2266 2338

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  14. Can I use Octopus Mobile SIM to register in the Octopus Rewards Programme?"

    Yes, you can apply for the Octopus Rewards membership to earn and redeem Reward$ similar to other Octopus. For details, please visit www.octopusrewards.com.hk on how to join the programme.

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  15. How can I check the remaining value and transaction records on my Octopus Mobile SIM?

    You can download and install Octopus Cards Limited's official application the Octopus App from Google Play to check Octopus remaining value and latest transaction records on the Octopus Mobile SIM. You can also use the Octopus App widget to view the remaining value by one click at your home screen. Please click here for details.

    In addition, you can use other existing channels as listed on Octopus website to check the remaining value and latest transaction records of the Octopus Mobile SIM.

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  16. What should I do if there is no response when using the Octopus Mobile SIM for transaction?

    There may be a few reasons leading to no response for transaction.  You can attempt the transaction again after checking:

    • Whether the mobile phone has been upgraded with the latest firmware version.
    • Whether the NFC function of the mobile phone is being switched ON.  (Please refer to the operating manual of your mobile phone for details)
    • Whether file transfer via NFC is in progress. (Please refer to the operating manual of your mobile phone for details)
    • Whether your mobile phone is placed near metallic material (eg. metal mobile phone case) or attached with another Octopus.
    • Whether you hold the mobile phone with your Octopus Mobile SIM together with another Octopus or contactless smart card over an Octopus reader at one time.

    You can also:

    • Place your mobile phone steadily over an Octopus reader, hold and wait until you hear a "Dood" sound and there is an indication that the transaction is completed with the remaining value is shown on screen before removing your mobile phone.
    • Present your mobile phone over the Octopus reader again if the transaction is incomplete because you may have removed your mobile phone too quickly from the reader.
    • Present your mobile phone over the Octopus reader again after file transfer via NFC.
    • Present your mobile phone over the Octopus reader again at another angle.
    • Present your mobile over the Octopus reader again at a varied distance.
    • Restart your mobile phone and present it over the Octopus reader again.
           

    If the problem still cannot be resolved, you are advised to contact the Customer Service Centre of related transport operator for assistance.  If the problem relates to the Octopus function, please contact Octopus Cards Limited.  If the problem relates to the mobile telecommunication and functions other than Octopus function(s), please contact your mobile network operator for assistance.

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  17. Will Octopus Mobile SIM still function if the mobile phone runs out of battery?

    If your mobile phone runs out of battery, the Octopus Mobile SIM would not function. Please ensure your mobile phone has sufficient battery power before performing transaction.

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  18. What should I pay attention to while using Octopus Mobile SIM for public transport payment?

    You have to ensure sufficient battery power of your mobile phone throughout, in particular, entrance and exit points on payment gate for the whole journey and fare ticket inspection. Failure to produce a valid ticket may lead to prosecution or surcharge imposed by related transport operators. You should be aware that your mobile phone may be handled by authorized staff of the Customer Service Centres of public transport operators upon request.

    You are also advised not to replace the Octopus Mobile SIM with other mobile SIM before exiting the payment gate (or paid area), especially on cross border transportations to ensure smooth and proper deduction of fares at the exit points.

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  19. Who should I refer to when encountering problems in using Octopus Mobile SIM?

    For Octopus related issues, you can visit this site or contact Octopus Customer Service Hotline at 2266 2222. For any enquiries over the telecommunication function and functions other than Octopus function(s) of Octopus Mobile SIM, you can contact your designated mobile network operator directly.

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  20. What should I do if my Octopus Mobile SIM stops working?

    If the Octopus functions of your Octopus Mobile SIM stops working, you can use our online application for cancellation of Octopus Mobile SIM to arrange a refund of the remaining value, if any, stored on your Octopus Mobile SIM.

    All applicable Octopus function(s) of your Octopus Mobile SIM will be permanently disabled once your refund request has been processed. Octopus Cards Limited will notify you the refund arrangement after processing the request.  Please also call the Octopus Rewards Customer Service Hotline 3690 1313 for assistance regarding Reward$ recovery if your Octopus Mobile SIM is registered under the Octopus Rewards Programme.

    You are reminded that after the refund and termination of the Octopus function in the Octopus Mobile SIM, the telecommunication function and functions other than Octopus function(s) will not be affected.

    If the telecommunication function of your Octopus Mobile SIM stops working, you are required to obtain a new Octopus Mobile SIM from the designated mobile network operator. You are also advised to process refund for your malfunctioned Octopus Mobile SIM. 

    Under normal circumstances, your designated mobile network operator will offer you with a replacement Octopus Mobile SIM with or without charge.

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  21. What should I do if I lose my mobile phone with Octopus Mobile SIM?

    Lost Octopus Reporting Service applies only to Octopus Mobile SIM linked to Automatic Add Value Service (AAVS).  To report loss, please call Lost Octopus Reporting Hotline 2266 2266.  When you have successfully  reported your Octopus Mobile SIM with AAVS as lost, please also call our Octopus Rewards Customer Service Hotline 3190 1313 to re-link your Rewards membership and recover your Reward$, if any, from your lost Octopus Mobile SIM.

    You are advised to contact your mobile network operator separately to suspend the mobile telecommunication function and functions other than Octopus function(s) on the Octopus Mobile SIM card.

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  22. What should I do if I no longer wish to use the Octopus function on my Octopus Mobile SIM?

    If the remaining value of the Octopus Mobile SIM is less than HK$500 and it is functioning properly, you can receive an on-the-spot refund at any MTR Customer Service Centre.  Please ensure your Octopus Mobile SIM is properly inserted into your Octopus tested and NFC-enable mobile phone and with sufficient battery power when you place it over the Octopus reader at the MTR Service Centre.

    If the remaining value is at HK$500 or above, please use our online application for cancellation of Octopus Mobile SIM.

    Please be reminded to use up all your Rewards$ before obtaining a refund. Once you get the refund, the Reward$ on the Octopus Mobile SIM cannot be recovered, and all applicable Octopus function(s) will be disabled and cannot be re-activated subsequently while the telecommunication function and functions other than Octopus function(s) will remain unaffected.

    You are not required to return the Octopus Mobile SIM to Octopus Cards Limited. You are reminded to keep your Octopus Mobile SIM safe and intact before you receive the refund. To facilitate an accurate calculation of the refund amount, you should not use the Octopus function(s) on your Octopus Mobile SIM, e.g., add value and payment, once you have submitted the refund request. The final refund amount will be confirmed at the time when OCL processes your request. Once you receive the refund, you are advised to cut the Octopus Mobile SIM into halves and dispose of it properly.

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  23. Where can I find the Octopus number and ICCID as requested in the online refund website?

    The two sets of numbers are printed on the Octopus Mobile SIM in which you can refer to the diagram for the location. The Octopus number is the 9-digit Octopus serial number (8+1 number including the number in bracket) while the ICCID is the mobile SIM card serial number printed on the Octopus Mobile SIM. Please be reminded to keep record of your Octopus number and ICCID to facilitate service enquiries regarding Octopus functions and /or telecommunication function and functions other than Octopus function(s). You are advised to keep your Octopus number and ICCID confidential.

    Octopus Cards Limited may not be able to refund the remaining value on the Octopus if the complete Octopus number and last 3 digits of ICCID cannot be provided (If the length of the ICCID is 21 digits, you should provide 17th to 19th digits instead). If you still cannot find the ICCID, please check with your respective mobile network operator.

    Version 1 (ICCID in 19 digits)

    Version 2 (ICCID in 19 digits)

    Version 3 (ICCID in 21 digits)

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  24. What should I do if I change to another mobile network operator or terminate the mobile service plan?

    You may refer to Point 22 above to request refund of the Octopus Mobile SIM.

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  25. Would the Octopus Mobile SIM's Octopus function be affected by users' change of subscription status with mobile network operator?

    The Octopus Mobile SIM's Octopus function will not be affected by the change of mobile subscription status, such as termination of telecommunication function.

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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?

    Your new Personalised Octopus will be sent to you within 10 working days. Please bring the new card along with the letter to the Customer Service Centre of any MTR station for activation (MTR will collect the signed activation letter from you).

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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 other than the latest 10 transactions, you can contact Octopus Cards Limited, and request for a print-out of the transaction for a fee. Please refer to the Schedule of Fees and Guidelines for details.

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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. I have applied for AAVS for my mom's Octopus, if I (as a principal credit cardholder) want to cancel the service, what shall I do?
  14. I have requested to cancel the AAVS and received a cancellation letter. If I cannot go to handle the cancellation at the MTR Customer Service Centre, can I ask someone to do it on behalf of me?
  15. How can I apply for student status on an Octopus and can I include student status on an Octopus linked with AAVS?
  16. Where can I get an Octopus Automatic Add Value Agreement?
  17. Can I apply to change the auto reload amount among HK$150/HK$250/HK$500?
  18. 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?
  19. What happens if I apply for AAVS for up to three Octopus after previously cancelling the service? Is there any charge involved?
  20. 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. Each Octopus Holder can have maximum 3 AAVS linked with 3 different financial institutions' credit card. Each Octopus Holder can apply maximum 3 AAVS for his/her family members or friends. Each Octopus Holder can have maximum 6 AAVS accounts (3 for Octopus Holder + 3 for family members or friends).

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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. Or you can activate the service through the Octopus App with Near Field Communication (NFC)-enabled Android device, iOS device paired up with Octopus Mobile Reader, or Octopus PC Reader. Please click here for details.

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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 10 calendar days to deactivate the AAVS function on your Octopus. You may continue to use the Octopus in the normal way after cancellation.

    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. I have applied for AAVS for my mom's Octopus, if I (as a principal credit cardholder) want to cancel the service, what shall I do?

    You (principal credit cardholder) or your mom (Octopus Holder) can call Octopus Customer Service Hotline on 2266 2222 to cancel the AAVS service. Upon receipt of the cancellation request, we will send a letter to your mom (Octopus Holder) to deactivate the AAVS function on her Octopus. Your mom (Octopus Holder) will have to bring the letter and her Octopus to any MTR Customer Service Centre within 10 calendar days from the issue date of the letter to deactivate the AAVS function on her Octopus.

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  14. I have requested to cancel the AAVS and received a cancellation letter. If I cannot go to handle the cancellation at the MTR Customer Service Centre, can I ask someone to do it on behalf of me?

    You can authorise a third party to do the cancellation. Please contact the Octopus Customer Service Hotline at 2266 2222 for arrangement.

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  15. 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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  16. 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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  17. 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, through Octopus App with Near Field Communication (NFC)-enabled Android device, iOS device paired up with Octopus Mobile Reader, or via Octopus PC Reader Service. Please click here for details.

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

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  18. 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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  19. 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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  20. 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. How can I choose not to receive any direct marketing materials?
  11. 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 for an Octopus Rewards membership if you are aged 18 or above.

    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 Octopus who are aged 18 or above, including Personalised Octopus, Adult Octopus, Elder 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. How can I choose not to receive any direct marketing materials?

    You can indicate your consent for direct marketing use during Octopus Rewards registration, or change your consent here or call our Octopus Rewards Customer Service Hotline on 3690 1313.

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  11. 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$?

    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 the 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 the 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$1,000 limit, use now!' - will pop up on your purchase receipt and at an Octopus Rewards Station or the Octopus Service Point when your Reward$ 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 the 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 at any Octopus Rewards Station, the Octopus Service Point, using your own Octopus PC Reader or Octopus App.

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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 the 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 the 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 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 the 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 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 the 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 the 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 can I do if I want to enquire about the Personal Information Collection Statement (PICS) of the Octopus Rewards programme?
  4. What happens if I have to return an item or ask for a refund on a purchase I have made with Reward$?
  5. Can I transfer Reward$ to another Octopus?
  6. If I want to terminate the Octopus Rewards programme membership, 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 can I do if I want to enquire about the Personal Information Collection Statement (PICS) of the Octopus Rewards programme?

    You can enquire by:
    calling Octopus Rewards Customer Service Hotline 3690 1313; or
    submitting online enquiry form; or
    mailing (address: Octopus Rewards Limited, 46/F, Manhattan Place, 23 Wang Tai Road, Kowloon Bay, Kowloon) or sending email (email address: dpo@octopus.com.hk) to our Data Protection Officer.

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  4. 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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  5. 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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  6. If I want to terminate the Octopus Rewards programme membership, what should I do?

    You can return or cancel your Membership Octopus. The Reward$ recorded in your Membership Octopus will be forfeited. For more details, please call our Octopus Rewards Customer Service Hotline on 3690 1313.

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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. Your new Personalised Octopus will be sent to you by mail. Please bring the new card along with the letter to the Customer Service Centre of any MTR station for activation (MTR will collect the signed activation letter from you). 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 Personalised 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 fee of HK$50 (inclusive of administrative fee and card cost) will be charged. For holders of Personalised Sold Octopus or Sold Octopus with AAVS, a 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 Personalised 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 an On-loan Octopus, and is returned to any MTR Customer Service Centre within 3 working days from the date of loss reporting, the fee 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 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 90 days 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 Personalised Octopus was issued before 1 November 2004.

    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, it will be sent back to Octopus Cards Limited, and we will arrange refund. If the refund needs to be arranged by cheque to overseas address, a USD bank draft will be issued and there will be charges levied by the bank. 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 the Octopus Service Points at high traffic locations.

    If you have downloaded the Octopus App 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);
    • Incomplete transaction refund (applicable to Anonymous Octopus with incomplete transaction pending refund);
    • 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 the 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. How would Octopus users receive refunds at the Octopus Service Points?
  4. What causes incomplete transactions?
  5. When can customers receive automatic refunds at the Octopus Service Points after incomplete transaction occurs?
  6. If an Octopus cardholder calls to enquire about his/her transaction records in which incomplete transaction is detected, how long will it take to refund them?
  7. What should customers do if they cannot successfully check the transaction data on their Octopus or receive incomplete transaction refund at the Octopus Service Points?
  8. How can customers avoid the occurrence of incomplete transactions during my Octopus payment?
  1. What is the Octopus Service Point and what service does it provide?

    The Octopus Service Points are located at designated MTR stations and shopping malls (to be installed starting from late October 2015) for customers to replace their First Generation On-loan Octopus, check their Octopus' remaining value, Reward$ balance and the latest transaction records.

    In addition, customers can activate their Rewards membership and download Reward$. They can also collect incomplete transaction refund (if any) onto their Octopus at this facility.

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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 replace their First Generation On-loan Octopus, 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 Octopus cardholders can collect incomplete transaction refund (if any) onto 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. How would Octopus users receive refunds at the Octopus Service Points?

    When users of Octopus press "Transaction Refund" on the main menu, then tap their cards on the reader of the Octopus Service Points and when incomplete transaction records are detected on the system, automatic refund of the involved amount will be made to the card immediately.

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  4. 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, or when one Octopus and another Octopus or contactless smart card are simultaneously presented to the same reader, while the Octopus being used is not re-tapped on the same reader again quickly to complete the payment. As such, despite the transaction amount may have been deducted from the card, the cashier may still regard the transaction as unsuccessful and ask the customer to pay by other means. It is also possible that the cashier may not be aware of the error message orsound when an incomplete transaction occurs, and continues to render the services or confirm the purchases. Incomplete transactions do not necessarily equate to overpayment by cardholders.

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

    Under normal circumstances, customers 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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  6. If an Octopus cardholder calls to enquire about his/her transaction records from 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 in that particular incomplete transaction.

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  7. What should customers do if they cannot successfully check the transaction data on their 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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  8. How can customers 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 "dood" sound emitted, transaction amount and remaining value shown on the screen. If the reader still has no response, please check if your Octopus is placed together with another Octopus or contactless smartcard. To avoid incomplete transaction from occurrence, customers are recommended to place the contactless smartcards separately or simply take out the Octopus to tap for payment.

    In addition, both the merchants and customers should also pay attention to the "dood" sound and remaining value on the reader's screen which signals the transaction as unsuccessful. Customers should re-tap the same Octopus to the same reader again to complete the transaction.

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

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Octopus PC Reader Service

  1. What are the new services the Octopus PC Reader provides?
  2. Is there a charge for using Octopus PC Reader Service?
  3. Is prior registration required for using Octopus PC Reader Service?
  4. How do I use the Octopus PC Reader Service?
  5. What are the personal computer system requirements for using Octopus PC Reader Service?
  6. Why the Octopus PC Reader Service is not working after upgrading to Windows 10?
  7. How do I safeguard my personal computer system when using Octopus PC Reader Service?
  8. What should I do if the webpage is not responding?
  9. Is there any hotline or support service if I encounter problem using Octopus PC Reader Service?
  1. What are the new services the Octopus PC Reader provides?

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

    • Check your Octopus' remaining value
    • Check the date, time, merchant name and amount of your latest Octopus transactions
    • Check the Octopus Reward$ balance
    • Check and collect your incomplete transaction refund
    • Activate the Octopus Automatic Add Value Service (prior application required)
    • Activate the 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. 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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  5. 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. Please note that the Macintosh Operating System is currently not supported. Please click here to check the system requirements.

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  6. Why the Octopus PC Reader Service is not working after upgrading to Windows 10?

    Octopus PC Reader Service does NOT support Microsoft Edge which is a default browser of Windows 10. Please use Internet Explorer to access the related services pages. You may also click here to check the system requirements.

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  7. 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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  8. 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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  9. 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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The Octopus App

  1. What is the Octopus App?
  2. What are the system requirements for using the Octopus App?
  3. How do I check my Octopus /Octopus Mobile SIM using the Octopus App?
  4. Why is the Octopus App unable to read my Octopus?
  5. Will enquiry results be stored in my mobile device?
  6. Will receipts for my online payments be stored in my mobile device?
  7. What notifications are provided by the Octopus App? How can I disable these notifications?
  8. What are Android ID or identifierForVendor and notification identification numbers, and how does the Octopus App use them?
  9. While checking my Octopus Mobile SIM, the system informed me that it was unable to make any refunds to my Octopus card. What should I do?
  10. I have received a refund notification. Why am I unable to collect the refund in the Octopus App?
  11. I have received an AAVS activation notification. Why am I unable to activate the AAVS in the Octopus App?
  12. How can I disable the collection of anonymous usage information by the Octopus App?
  13. What is the difference between the Octopus App and other card reading apps?
  14. What are the permissions required to use the Octopus App?
  15. Where can I download the Octopus App?
  16. Is the Octopus App free to use?
  17. Why am I unable to locate the Octopus App on Google Play?
  1. What is the Octopus App?

    The Octopus App is the official application developed and managed by Octopus Cards Limited; available on both the Android and iOS platforms. The new Octopus App integrates all O! ePay features, which allows you to enjoy the following services via your mobile device, anywhere, any time (iOS users may require the Octopus Mobile Reader to access certain features):

    • Check remaining value, latest transaction records and other information on your Octopus or Octopus Mobile SIM¹;
    • One-stop sign-up / log-in O! ePay to make P2P payment with friends and top up your Octopus Cards / Octopus Mobile SIM²;
    • Make online purchase, bill payment (coming soon), donation at designated online merchants with O! ePay, Octopus card or Octopus Mobile SIM;
    • Enjoy fabulous offers² provided by merchants;

    ¹ Other information includes Octopus auto-reload amount (applicable to subscribers of the AAVS), Octopus Reward$ balance (applicable to holders of Octopus Rewards Membership Octopus), enquiry date, time and last reload date either by AAVS or cash.

    ² Customers must register for an O! ePay account in order to enjoy all O! ePay services and certain offers.

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  2. What are the system requirements for using the Octopus App?

    For NFC-enabled Android mobile devices:

    The Octopus App works on Android 4.0 or above with NFC function. Your Android device should be connected to the Internet when using the application. Please click here for a list of compatible NFC Android device models.


    For iOS mobile devices:

    The Octopus App works on iOS 9 or above. If you are using the Octopus App for Octopus enquiries, online payments or the Octopus top-up service, you will also need an Octopus Mobile Reader.

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  3. How do I check my Octopus /Octopus Mobile SIM using the Octopus App?

    For security reasons, the application only supports Octopus cards already registered on your mobile device.

    For NFC-enabled Android mobile devices:

    Upon successful registration, place the registered Octopus at the back of your NFC Android device and wait for a few seconds until its remaining value and the latest transaction records are shown. If you need to check the transaction records of another Octopus, please press the 'Back' button on your NFC Android device or wait for 30 seconds.


    For iOS mobile devices:

    iOS users require an Octopus Mobile Reader which has been successfully paired with their mobile device (please click here for the pairing steps). Upon successful pairing and connection, place the registered Octopus on the Octopus Mobile Reader and wait for a few seconds until its remaining value and the latest transaction records are shown. If you need to check the transaction records of another Octopus, please press 'Back' button on your iOS device or wait for 30 seconds.

    Octopus Mobile SIM users are not required to register their Octopus Mobile SIM for the Octopus App enquiry function.

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  4. Why is the Octopus App unable to read my Octopus?

    The following are some of the reasons that may cause your Octopus to fail to be read by the Octopus App, including:

    • The Octopus App only works with Octopus with a 9-digit Octopus number (eight digits plus one single digit inside the bracket, e.g. 12345678(9)). Please ensure that your Octopus number fulfils this requirement.
    • Remove any smartcard near your Octopus.
    • The Cross Border Octopus is not supported by the Octopus App. Please use other enquiry channels as listed on the Octopus website for the latest transaction information recorded on your Cross Border Octopus.
    • For security reasons, the Octopus App only supports Octopus registered on your mobile device. You will need to register your Octopus to the Octopus App.


    For NFC-enabled Android mobile devices:

    • The design of the NFC antenna and transmission power of each mobile device varies. If your Octopus cannot be read properly, please try placing the card about 1-2cm away from your phone.
    • In most mobile devices, the NFC antenna is located at the back. Please click here for compatible NFC mobile device models and information regarding the NFC detection area in selected models.
    • Please note that the NFC antenna in some Samsung mobile devices is embedded inside the Samsung-manufactured battery. In some mobile devices, the NFC antenna is located in the backplane. If you are using a replacement battery or accessory, it may affect the NFC function of the mobile device. Please refer to the user manual of your mobile device for details.
    • Hold your Octopus and NFC enabled Android mobile device steadily during enquiry or online payment transaction.


    For iOS mobile devices:

    • iOS users require an Octopus Mobile Reader which has been successfully paired with the mobile device; please click here to learn more.
    • Your Octopus is not correctly placed on the Reader. Please hold your Octopus steady on the Reader and do not remove it until the read/write process has been completed.

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  5. Will enquiry results be stored in my mobile device?

    The results of any successful enquiries will only be displayed on your mobile device for 30 seconds. No enquiry results will be stored in the mobile device.

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  6. Will receipts for my online payments be stored in my mobile device?

    Upon successful completion of online payment transactions, the payment receipt will be stored in your mobile device for 270 days. You can remove the payment receipt at any time.

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  7. What notifications are provided by the Octopus App? How can I disable these notifications?

    The notifications below will be provided by the Octopus App relating to your registered Octopus / O! ePay account:

    • Refund pending collection
    • Approved AAVS application pending activation
    • Successful add-value transaction to your O! ePay account
    • O! ePay friend request pending approval
    • P2P payment request pending confirmation
    • Fund transfer from your O! ePay exceeds predefined amount

    You can change the notification settings under your profile or for each registered Octopus under "Octopus List" in the Octopus App. This option is not applicable to reminder messages for the Octopus Mobile SIM.

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  8. What are Android ID or identifierForVendor and notification identification numbers, and how does the Octopus App use them?

    Android ID or identifierForVendor is an unique identifier for the Octopus App installed in your mobile device, which is required for authentication when carrying out functions within the Octopus App. The notification identification number is provided by Google or Apple to enable us to send notifications to your mobile device.

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  9. While checking my Octopus Mobile SIM, the system informed me that it was unable to make any refunds to my Octopus card. What should I do?

    The Octopus App performance may be affected by your Internet connection, mobile device or other reasons. You can collect the refund for your Octopus Mobile SIM through the app or other channels as listed on our website.

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  10. I have received a refund notification. Why am I unable to collect the refund in the Octopus App?

    Due to the time-lag of notifications, you may have already collected the refund in the Octopus App or through other channels prior to receiving the notification. Please check your transaction history for details of your refund record.

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  11. I have received an AAVS activation notification. Why am I unable to activate the AAVS in the Octopus App?

    Due to the time-lag of notifications, you may have already activated the AAVS in the Octopus App or through other channels prior to receiving the notification. Please check your transaction history to verify if the AAVS is already enabled.

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  12. How can I disable the collection of anonymous usage information by the Octopus App?

    You can disable the collection of information through the Settings menu by unchecking "Send usage info".

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  13. What is the difference between the Octopus App and other card reading apps?

    The Octopus App is the official application developed by OCL. It can read the remaining value and latest transaction records of your Octopus, as well as other card information, and facilitate online payment services and O! ePay services.

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  14. What are the permissions required to use the Octopus App?

    The Octopus App requires the following permissions to function properly:

    For Android:

    1. Camera / Take pictures and record videos: To scan QR codes for Octopus Online Payment Service and upload pictures for various O! ePay services.
    2. Device ID: To validate the Octopus number registered in the Octopus App.
    3. Run at Startup and access SIM: To provide a transaction enquiry service and SIM removal alert for Octopus Mobile SIM user.
    4. Device & app history: To detect if you are using the O! ePay service and automatically log you out of your O! ePay Account as required.
    5. Identity: To remember your account information.
    6. Contacts: To access your phone book to enable you to find other O! ePay users and add them as your O! ePay friends. You can withdraw this permission at any time by changing the settings in the app.
    7. Photos / Media / Files: To upload photos from your photo gallery to the app.
    8. Your personal information is collected during application for your O! ePay Account and provision of customer service. Please visit the Octopus website for our Personal Information Collection Statements and Privacy Policy. To check the permissions you have granted to the app, please go to "Settings" > "Apps"> "O! ePay" for the Android platform, or "Settings" > "O! ePay" for Apple iOS.


    For iOS:

    1. Camera: To scan QR codes for the Octopus Online Payment Service
    2. Notifications: To send service notification to your mobile device
    3. Cellular data: To communicate with Octopus servers to provide information and enquiry results
    4. Device & app history: To detect if you are using the O! ePay service and automatically log you out of your O! ePay Account as required.
    5. Identity: To remember your account information.
    6. Contacts: To access your phone book to enable you to find other O! ePay users and add them as your O! ePay friends. You can withdraw this permission at any time by changing the settings in the app.
    7. Photos / Media / Files: To upload photos from your photo gallery to the app.
    8. Camera: To take photos and upload them to the app.
    9. Device ID & call information: To validate the installation of the Octopus App.

    More details on the extra permissions can be checked on your mobile device.
    Android: Go to "Settings" > "Apps" > "Octopus".
    iOS: Go to "Settings" > "Octopus".

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  15. Where can I download the Octopus App?

    You can download the Octopus App for free from Google Play or the App Store by searching 'Octopus'.

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  16. Is the Octopus App free to use?

    Except for fees and charges for specific O! ePay functions, the Octopus App is free of charge. Click here for details.

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  17. Why am I unable to locate the Octopus App on Google Play?

    The following are some of the reasons that may lead to your inability to locate the Octopus App on Google Play, including:

    • You are using an old version of Android. The Octopus App is applicable only to Android 4.0 or above.
    • Your Android mobile device is not equipped with the NFC function, e.g. Galaxy Note. Google Play will automatically restrict the search results.
    • Your NFC-enabled Android mobile device is not the official manufacturer's product sold through the authorized distributors in Hong Kong (parallel goods).
    • You have updated your NFC-enabled Android mobile device with an unofficial Operating System (Custom ROM).

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Octopus Online Payment Service

  1. What is the Octopus Online Payment Service (OOP)?
  2. Is prior registration required for using OOP?
  3. Is there a charge for using OOP for online payments?
  4. What do I need to use OOP?
  5. How do I make a payment?
  6. How do I make a donation through the Octopus App?
  7. Is there any limit on the payment amount when using the Octopus Online Payment Service?
  8. How can I verify if my order placed through OOP was successful?
  9. How do I check my payment status?
  10. How do I check my payment history?
  11. What happens if I decide not to proceed with a payment?
  12. What happens if I walk away from my computer or the mobile device when using OOP?
  13. How can I avoid duplicating payments when using OOP?
  14. As the Internet is a public network, how does Octopus ensure my information is protected?
  15. What can I do to protect my information when using OOP?
  16. I have lost my Octopus; how can I limit any losses caused by unauthorized transactions processed by OOP?
  17. When will I receive my ordered products or services?
  18. How do I file a complaint regarding the quality of products or services I have ordered?
  19. How can I request a refund for the order?
  20. How do I collect my refund if the merchant has accepted my request?
  21. I have turned off the push notification setting. How can I receive the notification message relating to my refund?
  22. How can I track my order status?
  23. Who should I contact if I want to accept OOP on my website?
  24. Why can't my Octopus be read?
  25. Why is my Octopus unable to successfully complete online payments?
  26. Where can I find the a list of the latest NFC-enabled Android mobile device models that support Octopus Online Payment?
  27. Why is Octopus unavailable as a payment option on Alipay's payment page?
  28. I am interested in using Octopus Online Payment at Taobao®. How do I register for a Taobao®account?
  29. After I make a charity donation, how do I obtain an official receipt for tax deduction purposes?
  30. What is "Set a Monthly Reminder" on the Bill Payment page?
  31. Where can I find my saved bills?
  32. Where can I find the e-ticket I purchased by OOP?
  1. What is the Octopus Online Payment Service (OOP)?

    OOP is the payment service offered by Octopus Cards Limited ("OCL", "our company"). Customers can make online payments to supported online merchants or service providers ("merchants") by Octopus, O! ePay accounts, and/or Octopus Mobile SIM via the Octopus App or Octopus PC Reader.

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  2. Is prior registration required for using OOP?

    If you make payments with Octopus via the Octopus App, you are required to register the last 5 and the check digits of Octopus Number on your Octopus App.

    If you make payments using your O! ePay account, you are required to register for an O! ePay account.

    No prior registration is required if you make payments by Octopus Mobile SIM or via the Octopus PC Reader.

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  3. Is there a charge for using OOP for online payments?

    Octopus Cards Limited is offering this service free of charge for customers, except for payments at the following merchant(s):

    Merchant Service Fee
    Settle payment via Alipay® for merchants on Taobao®Marketplace and Tmall.com 1.5% of purchase value converted in HK$

    The merchant will clearly display the service fee payable to OCL during the checkout process. OCL will update the Service Fee from time to time.

    Note: some merchants may charge service fees or administration fees for their online shopping services. Before confirming your payment, please refer to the relevant information provided by the merchants.

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  4. What do I need to use OOP?

    You need to download the free Octopus App from Google Play or the App Store by searching for "Octopus".


    If you make payments using Octopus:

    • Android users - your device must be a NFC-enabled device (click here for the list of compatible NFC Android devices supporting OOP).
    • iOS users - you must have an Octopus Mobile Reader and successfully pair with the relevant mobile device (please click here for the pairing steps).
    • You need an Octopus with a 9 digit Octopus number (eight digits plus one single digit inside the bracket, e.g. 12345678(9)) to use OOP. If you are a holder of a First Generation On-loan Octopus (the last digit of the card number has no bracket), you can replace this free of charge at Octopus Service Points located at designated MTR stations and shopping malls in order to enjoy the services of the Octopus App. Find out more


    If you make payments by O! ePay:

    • You need to sign-up for an O! ePay account with the Octopus App.


    You can also make payments via the Octopus PC Reader.

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  5. How do I make a payment?

    1. Download the Octopus App. Register the Octopus number or O! ePay account.
    2. Select "Octopus" as the payment method at the payment page.
    3. PC: Scan the QR code on the screen using the Octopus App, and select payment by Octopus / O! ePay / Octopus Mobile SIM.
      Mobile device: The Octopus App will be activated automatically, and select payment by Octopus / O! ePay / Octopus Mobile SIM.
    4. By Octopus: Place your Octopus on the back of mobile device or Octopus Mobile Reader (iOS users) until the receipt shows on the screen;
      By O! ePay / Octopus Mobile SIM: Payment will be deducted from O! ePay / Octopus Mobile SIM directly.

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  6. How do I make a donation through the Octopus App?

    Press "Payment" on the Homepage > Choose the organization > Choose the Donation Type you want to make donation from the below screen
    Make a donation through the Octopus App - Step 1
    Input donation amount, then click "Donate", and choose payment by Octopus / O! ePay or Octopus Mobile SIM. You can turn on "Require Donation Receipt" and input required information to request for a Donation Receipt. If you have an O! ePay Plus or O! ePay Pro account, you can also use the "Auto-Complete" button to pre-fill the information from your O! ePay account.
    Make a donation through the Octopus App - Step 2

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  7. Is there any limit on the payment amount when using the Octopus Online Payment Service?

    If you make payments by Octopus / Octopus Mobile SIM:

    • The maximum payment amount per transaction is HK$1,000 (i.e. the maximum stored value of the Octopus ).
    • Specific merchants may apply their own daily transaction limits.


    If you make payments by O! ePay:

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  8. How can I verify if my order placed through OOP was successful?

    Upon completion of a successful order, you will receive the following confirmations:

    1. The Octopus Online Payment Reference Number from OCL to confirm successful payment by your Octopus.
    2. A confirmation email or receipt from the merchant to confirm your order.

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

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  9. How do I check my payment status?

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

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

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  10. How do I check my payment history?

    You can check the latest transaction records of your Octopus by using the Octopus App, Octopus PC Reader, or other method listed on the Octopus website.

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

    When using the Octopus App for online payments, an Octopus Online Payment Receipt will be stored in your mobile device for 270 days.

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  11. What happens if I decide not to proceed with a payment?

    Your online payment request will not be processed until you confirm the payment from your O! ePay account/ Octopus Mobile SIM, or have placed your Octopus at the back of the NFC Android device, on the Octopus Mobile Reader or Octopus PC Reader ("Confirm Payment"). Once you have confirmed a payment, the transaction will immediately be processed by OCL, and is therefore completed and irreversible. Please contact the merchant if you have further enquiries.

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  12. What happens if I walk away from my computer or the mobile device when using OOP?

    Your OOP request will expire after a set period of time. Once your request has expired, you need to restart your online payment process.

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  13. How can I avoid duplicating payments when using OOP?

    OOP is designed to protect against duplicate payments when you use the service. However, it cannot guarantee that such incidents will not occur. Please follow the steps below to minimize the chances of duplicate payments:

    1. Only conduct one online purchase at a time. Do not visit multiple websites or mobile apps when using OOP.
    2. Do not place multiple Octopus on the NFC Android device, Octopus Mobile Reader or Octopus PC Reader at the same time.
    3. Make sure there is only one Octopus Mobile Reader or Octopus PC Reader paired with your iOS mobile device or connected to your computer. When using an NFC Android device for OOP, make sure you only use one mobile device.
    4. Do not press the "Back" button or go to the previous page by using the browser's built-in function.
    5. When in doubt, cancel the transaction by clicking the "Cancel" button available on OOP, close all browsers or mobile apps and restart the payment process again through the merchant's website or mobile app. However, once the payment has been confirmed by OCL, it cannot be cancelled.
    6. Always check the transaction records on your Octopus by using the Octopus App, Octopus PC Reader and other channels as listed on the OCL website after conducting any transaction. Call our Customer Service Hotline on 2266 2222 if you have any questions about your transaction history or if you detect any suspicious activities.

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

    If you make payments by Octopus, OCL will only ask you to provide the last 3 digits of your card (when using the Octopus PC Reader) or to pre-register the last 5 and the check digits (when using a mobile device) of your Octopus to validate and process the order.

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

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

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

    You are reminded of the following:

    1. Do not use public computers or someone else's mobile device when using OOP.
    2. Make sure you only visit the online merchant and OOP using a secure connection. When you are using a secure connection, a padlock symbol should be displayed on your browser. When you click on the padlock symbol, the website information of OCL or the merchant should be displayed accordingly.
    3. Only download the Octopus App from designated channels as listed on OCL's website.
    4. Do not click on any link in an email to directly access OOP.
    5. Use only legitimate software.
    6. Do not jailbreak, root or modify the operating system.
    7. Update your Operating System and Internet browsers regularly.
    8. Install antivirus, anti-spyware and firewall software, and update them regularly.
    9. Use the screen lock function and do not leave your mobile device unattended.
    10. Register for 'remote locate' and 'erase' functions (if available) on your mobile device.
    11. When using a wireless connection, make sure it is secure.
    12. Beware of spam emails and look-alike websites.

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

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  16. I have lost my Octopus; how can I limit any losses caused by unauthorized transactions processed by OOP?

    The Lost Octopus Reporting Service is offered only to AAVS users and Personalised Octopus holders. You should call the Lost Octopus Reporting Hotline on 2266 2266 as soon as possible to report your lost card. Please note that no other channels for reporting a lost Octopus , such as email or fax, are accepted.

    Cardholders are liable for any usage or value reloads during the first 3 hours after successfully reporting the card as lost.

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

    If your payment has been successful, the merchant will deliver the products or services according to the terms and conditions you accepted when making the online purchase. Please contact the merchant if you have any questions regarding your order.

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  18. How do I file a complaint regarding the quality of products or services I have ordered?

    If you are dissatisfied with the products or services purchased from a merchant, please contact them directly. OCL, as a payment service provider, is not in a position to intervene, 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 making an order or proceeding with a payment to the merchant.

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

    Please contact the merchant directly to request a refund* for your ordered goods or services. Octopus Cards Limited, as a payment service provider, is not authorized to cancel or refund any order on behalf of the merchant.

    *Any refund request to Taobao® Marketplace and Tmall Marketplace must be raised within 180 days after successful payment.

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  20. How do I collect my refund if the merchant has accepted my request?

    Some merchants will refund via the Octopus App. In such a case, you will receive a notification via the Octopus App or you can check for notification messages directly in the App (the date of notification varies according to the merchant. It takes around 3-5 working days for Taobao® Marketplace and Tmall Marketplace's refund to be processed). If the payment was made by Octopus / Octopus Mobile SIM, please tap the card to collect your refund. Refunds such as these are also available for collection at Octopus Service Points.

    If you fail to collect the refund within the collection period stated in the notification, the refund will be cancelled without further notice. You will have to contact the merchant directly to make further arrangements in such a case. However, the collection period does not apply to refunds from Taobao® Marketplace and Tmall Marketplace.

    If the payment was made by O! ePay, the related refund amount will be credited directly to your O! ePay account. For O! ePay users, a corresponding feed will be shown on your Activities page and a record will be shown on the Monthly Statement in the O! ePay section of the App.

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  21. I have turned off the push notification setting. How can I receive the notification message relating to my refund?

    You can find the notification message by opening the "Registered Octopus" list in the app and selecting the relevant Octopus.

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  22. How can I track my order status?

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

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  23. Who should I contact if I want to accept OOP on my website?

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

    Please click here for contact details.

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  24. Why can't my Octopus be read?

    The following are some of the possible reasons that may cause your Octopus to fail to be read by the Octopus App, including:

    • The Octopus App only works with Octopus with a 9-digit Octopus number (eight digits plus one single digit inside the bracket, e.g. 12345678(9)). Please ensure your Octopus number fulfils this requirement.
    • Other smartcards can interfere with the reading of your Octopus. Please move any other smartcards which may be located near your Octopus.
    • The Cross Border Octopus is not supported by the Octopus App. Please use other enquiry channels as listed on the Octopus website for the latest transaction information of your Cross Border Octopus.
    • For security reasons, the Octopus App only supports Octopus already registered to your mobile device.
    • Please make sure the setting for online payments and fund transfers of your registered Octopus card has been enabled.


    For NFC-enabled Android mobile devices:

    • The design of the NFC antenna and transmission power of each mobile device varies. If your Octopus cannot be read properly, please try placing it about 1-2 cm away from your phone.
    • In most mobile devices, the NFC antenna is placed at the back. Please click here for compatible NFC mobile device models and information regarding the NFC detection area on selected models.
    • Please note that the NFC antenna in some Samsung mobile devices is embedded inside the Samsung-manufactured battery. In other mobile devices, the NFC antenna is located on the backplane. If you are using a replacement battery or accessory, it may affect the NFC function in your mobile device. Please refer to the user manual of the mobile device for more information.
    • Hold your Octopus and NFC-enabled Android mobile device steady when making any enquiry or online payment transaction.


    For iOS mobile devices:

    • iOS mobile device users require an Octopus Mobile Reader which has been successfully paired with their mobile device, please click here to learn more.
    • It is possible that your Octopus has not been correctly positioned on the Reader. Please place the card carefully on the Reader and do not move until the read/write process has been completed.

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  25. Why is my Octopus unable to successfully complete online payments?

    If your Octopus is unable to successfully complete online payments, it may be due to insufficient funds. We suggest reloading your Octopus in advance and make sure it has sufficient remaining value to settle the purchase payment.

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  26. Where can I find the list of the latest NFC-enabled Android mobile device models that support Octopus Online Payment?

    For the most updated list of NFC-enabled Android mobile device models that support Octopus Online Payment, please visit http://www.octopus.com.hk/customer-service/checking-your-balance-and-transactions/octopus-app/en/index.html.

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  27. Why is Octopus unavailable as a payment option on Alipay's payment page?

    Octopus Online Payment can only be used as a payment service in Hong Kong. Please make sure you are using the Hong Kong version on Alipay's payment page.

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  28. I am interested in using Octopus Online Payment at Taobao®. How do I register for a Taobao®account?

    For guidance on how to register for a Taobao® account, please visit http://world.taobao.com/helper/guide.htm?spm=a21bp.7806943.banner_HK_user.9.2JfOtY (in Chinese only).

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  29. After I make a charity donation, how do I obtain an official receipt for tax deduction purposes?

    In the donation screen of the Octopus App, press "Require Donation Receipt". Then enter your name, mobile number, email and address.

    If you have an O! ePay Plus or O! ePay Pro account, you can also use the Auto-Complete button to pre-fill this information from your O! ePay account.

    If you have any questions, please contact the charity organization directly.

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  30. Where can I find the e-ticket I purchased by OOP?

    You can find e-tickets you purchased by OOP in the "e-Ticketing" section of the app.

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Octopus Mobile Reader

About Octopus Mobile Reader

  1. What is the Octopus Mobile Reader?
  2. Where can I get an Octopus Mobile Reader?
  3. What are the system requirements for using the Octopus Mobile Reader?
  4. Do I need to turn on/turn off the power of the Reader every time I use it?
  5. What are the safety precautions for using the Octopus Mobile Reader?

Reader Setup

  1. How do I pair the Octopus Mobile Reader with my iOS mobile device?

Troubleshooting

  1. Why is the Octopus Mobile Reader not responding?
  2. Why is the Octopus App unable to read my Octopus with the Octopus Mobile Reader?
  3. How do I reset the Octopus Mobile Reader?
  1. What is the Octopus Mobile Reader?

    The Octopus Mobile Reader is designated for iOS mobile device users to read and write their Octopus. This Reader is for use on Bluetooth-enabled iOS mobile devices with the Octopus App installed. The following services are available:

    • Fund transfers between O! ePay accounts and registered Octopus. Top-up of Octopus for children, domestic helpers or personal use is simple and convenient.
    • Making Octopus Online Payments at designated online merchants and checking the Octopus' remaining value, latest transaction records and other information.

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  2. Where can I get an Octopus Mobile Reader?

    You can purchase an Octopus Mobile Reader at our designated sales channel. Please click here for details.

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  3. What are the system requirements for using the Octopus Mobile Reader?

    The Octopus Mobile Reader must operate with the Octopus App. Please click here for details of the system requirements for the Octopus App.

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  4. Do I need to turn on/turn off the power of the Reader every time I use it?

    After pairing, the Reader will not turn off automatically. It will be in standby mode unless you turn it off using the power button. You can put the reader in standby mode for convenience.

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  5. What are the safety precautions for using the Octopus Mobile Reader?

    1. Each Reader is assigned with a unique PASSKEY that is used for identification between the Reader and iOS device. Please be aware that if the PASSKEY registered on the iOS device via pairing does not match the PASSKEY of the Reader being used, Bluetooth connection cannot be established.
    2. Please make a note of the PASSKEY so you will not forget it. Please be sure to store the PASSKEY safely away from unauthorized parties.
    3. If the Reader is placed near a metal object or an object that produces electromagnetic radiation, communication with the Octopus may fail due to electromagnetic interference. Please keep the Reader away from these objects during use to prevent interference.
    4. The Reader is neither waterproof nor splashproof:
      • Exposure to or infiltration of water will corrode the interior and may result in malfunction.
      • Avoid exposure to water and operation in excessively humid environments.
      • Avoid touching the control and micro USB port areas with wet hands.

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  6. How do I pair the Octopus Mobile Reader with my iOS mobile device?

    First-time setup:

    1. Download the Octopus App onto the iOS mobile device.
    2. Enable Bluetooth on the iOS device: [Settings] > [Bluetooth]. Once completed, please [open Octopus App] to proceed with pairing.
    3. Select [Start Setup] > [Connect Now], then [Searching Octopus Mobile Reader…] will be shown on the screen.
    4. Please press the power button on the side of the Reader until the blue indicator blinks rapidly and the [password input] screen appears.
      If there is no response after pressing the button, please charge the Reader battery using the USB cable.
    5. When the [Bluetooth Pairing Request] screen appears on the iOS device and the code entry request appears, please [enter the 6-digit code (PASSKEY) printed on the side of the Reader], and then tap [Pair].
      If the blue indicator stops blinking rapidly while pairing is in progress, please perform step 4

    When pairing is complete, please follow the instructions and place Octopus on the Reader to use the services provided by the Octopus App.

    Pairing only needs to be completed once. For subsequent usage of the Octopus App, please follow the instructions and connect directly to the Reader.


    Special case (when pairing is required again):

    Each Reader can only pair with a single iOS device at a time. If the Reader is then paired with another iOS device, please complete the following steps to pair the Reader with your iOS device again:

    1. Enable Bluetooth on the iOS device: [Settings] > [Bluetooth], then "PaSoRi" will be shown under "My Devices".
    2. Tap [(i)], then select [Forget This Device]
    3. [Open Octopus App], then select [Connect Now].
    4. Follow step 4 to 5 of "First time setup" to pair the Reader with your iOS device again

    Please follow the above procedure if you wish to pair your iOS device with a new Reader.

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  7. Why is the Octopus Mobile Reader not responding?

    The following are some of the possible reasons:

    • The Reader has been turned off. Please turn on the Reader by pressing the power button for 2 seconds until the Communication status indicator (Blue) blinks 3 times.
    • Bluetooth is turned off. Please go to [Settings] > [Bluetooth] to enable Bluetooth on the iOS device.
    • The battery is discharged. Please charge the Reader battery using the USB cable.
    • The Reader is not yet paired with the iOS device. Before using the Reader for the first time, the Reader must be paired with the iOS mobile device via Bluetooth. Please follow the instructions in the section "Reader Setup – First Time Setup".
    • The Reader has been paired with another iOS device. Each Reader can only pair with a single iOS device at a time. If the Reader is paired with another iOS device after use, please follow the steps "Reader Setup - Special case (when pairing is required again)" to pair the Reader with your iOS device again.
    • The Reader is too far from the iOS device. The Reader connects to your iOS device via Bluetooth wireless technology, limited to a distance of about 10m (33 ft.). Please ensure your Reader is placed close to the iOS device and avoid obstruction by people, metallic objects, walls, etc.
    • The Reader is experiencing interference from a wireless LAN device. The Bluetooth function of the Reader and wireless LAN (IEE802.11b/g) devices use the same frequency ranges. When the Reader is used near a device equipped with wireless LAN, please keep the Reader as close to the iOS device as possible or turn off the wireless LAN in order to avoid wave interference.

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  8. Why is the Octopus App unable to read my Octopus with the Octopus Mobile Reader?

    The following are some of the possible reasons:

    • Your Octopus is not placed correctly on the Reader. Please hold your Octopus card steady on the Reader and do not remove it until the read/write process is complete.
    • The Octopus App only works with Octopus with a 9-digit Octopus number (eight digits plus one single digit inside the bracket, e.g. 12345678(9)). Please ensure your Octopus number fulfils this requirement.
    • For security reasons, the applications only support Octopus already registered to your iOS mobile device. You need to register your Octopus in the Octopus App. If you are using your Octopus for online payments or fund transfers with an O! ePay account, please also make sure that you turn on the "fund transfer" option under your Octopus registration.
    • The Reader will not function properly if two or more Octopus are placed on the Reader at the same time. Please remove any nearby smartcard.
    • The Cross Border Octopus is not supported by the Octopus App. Please use the other enquiry channels listed on the Octopus website to review the latest transaction information of your Cross Border Octopus.

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  9. How do I reset the Octopus Mobile Reader?

    Insert a pointed object, such as a straightened paper clip, into the reset button hole, and then press the button. The Reader will restart. Please follow the steps on "Reader Setup - Special case (when pairing is required again)" to cancel the pairing of the Reader and the iOS device, and then perform pairing again.

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Offers

  1. Do I have to sign up to redeem the offers?
  2. How will I be notified of any new offers?
  3. How do I redeem the offers?
  4. How many offers can I download to my account?
  5. How will I know if an offer has been redeemed?
  6. How do I view available offers?
  7. How can I check which offers have been downloaded to my account?
  8. How do I remove a coupon from my account?
  1. Do I have to sign up to redeem the offers?

    Yes, you need to sign up and log in to your O! ePay account to redeem or download any offers. You may only view or share offers without logging in to your account.

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  2. How will I be notified of any new offers?

    If you have installed the Octopus App, you may be informed via push notification (currently only available for Android user) for any newly-posted offers launched by relevant merchants. Such push notification can be turned off in the Octopus App settings.

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  3. How do I redeem the offers?

    Once you have logged in to your O! ePay account, you can either download the offers for future use or immediately press the "Use it now" button to redeem your chosen offer. By showing the QR code, barcode or message on the redemption page to the cashier, the offers can be redeemed accordingly. Once you press the "Use it now" button, the offer will not be restored.

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  4. How many offers can I download to my account?

    There is no limit to the number of offers that you can download to your account at one time.

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  5. How will I know if an offer has been redeemed?

    Redeemed offers will appear in the "Downloaded Offers" section, with a faded image and a label marking it as 'Used'.

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  6. How do I view available offers?

    Offers can be accessed by pressing the "Offers" section on the Octopus App landing page. You will need to log in to your O! ePay account in order to download or redeem the offers.

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  7. How can I check which offers have been downloaded to my account?

    You can view your downloaded offers by logging into your O! ePay account. Press the "Offers" section on the Octopus App landing page, and then select the "Downloaded Offers" icon above the list to see the offers that have been downloaded to your account.

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  8. How do I remove a coupon from my account?

    You can remove any offers in the "Downloaded Offers" section whenever you require.

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About Octopus O! ePay

  1. What is Octopus O! ePay?
  2. Are there different types of O! ePay account?
  3. Are there any fees and charges for using O! ePay?
  4. Are there any limits on my account balance or on the amount for each transaction?
  5. What is the Daily Transaction Limit?
  6. What is the Annual Transaction Limit?
  7. How can I check the remaining amount under the Daily and Annual Transaction Limit?
  8. Can I adjust the Account Balance Limit, the Daily Transaction Limit and the Annual Transaction Limit?
  1. What is Octopus O! ePay?

    Octopus O! ePay is a network-based stored value service operated and managed by us, Octopus Cards Limited, that enables an O! ePay Account Holder to perform person-to-person payments with other O! ePay Account Holders, to make fund transfers between his/her O! ePay account and registered Octopus cards/products ("Octopus"), to make online payments and to make fund transfer from/to his/her registered bank account anytime and anywhere.

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  2. Are there different types of O! ePay account?

    There are three types of account– namely O! ePay Lite, O! ePay Plus and O! ePay Pro accounts, you can choose the one suit your needs the best.

    O! ePay Lite O! ePay Plus O! ePay Pro
    12 years old or above 18 years old or above
    • 18 years old or above; and
    • Octopus Automatic Add Value Service users; or
    • Personalised Octopus holders; or
    • Standard Chartered Deposit Account Holders
    Sign up with your mobile number and email address Sign up with your personal information and a copy of your HKID Register via Standard Chartered or provide additional personal information and address proof via Octopus App
    Account Balance Limit:
    $3,000
    Account Balance Limit:
    $10,000
    Account Balance Limit:
    $10,000
    Annual Transaction Limit:
    $25,000
    Annual Transaction Limit:
    $100,000
    Annual Transaction Limit:
    No Limit
    - Transfer money between your O! ePay and bank account Transfer money between your O! ePay and bank account

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  3. Are there any fees and charges for using O! ePay?

    Please refer to the table below for fees and charges currently applicable to O! ePay:

    O! ePay Account FeeFree
    P2P Payment FeeFree
    Bank Account Fund Transfer FeeIf the aggregate amount of fund transfer to bank in a calendar month is HK$5,000 or less: Nil
    If the aggregate amount of fund transfer to bank in a calendar month exceeds HK$5,000: 0.5% of the amount exceeding HK$5,000
    O! ePay Account Cancellation FeeFree
    Paper monthly statement feeHK$50 per print-out of monthly statement up to 7 years

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  4. Are there any limits on my account balance or on the amount for each transaction?

    O! ePay Lite O! ePay Plus O! ePay Pro
    Account Balance Limit* HK$3,000 HK$10,000元 HK$10,000
    Daily Transaction Limit^ Up to HK$3,000 Up to HK$10,000 Up to HK$10,000
    Annual Transaction Limit# HK$25,000 HK$100,000 No Limit

    * For smart tips on float management, please refer to this link.

    ^ The default setting is HK$3,000, but you may adjust the limit on the profile page in your Octopus App.

    # You may check the starting date for the annual transaction limit on the profile page in your Octopus App.

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  5. What is the Daily Transaction Limit?

    For your protection, a daily transaction limit will be applied to the daily total of the following transactions:

    • P2P payment (from your account)
    • Fund transfer to Octopus
    • Transactions of Octopus Online Payment Services
    • Fund transfer to bank

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  6. What is the Annual Transaction Limit?

    The annual transaction limit will be applied to the annual total of the following transactions:

    • P2P payment (from your friends)
    • Top-up through 7-Eleven
    • Fund transfer from Octopus
    • Fund transfer from bank

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  7. How can I check the remaining amount under the Daily and Annual Transaction Limit?

    You can check the remaining amount under the Daily Transaction Limit and Annual Transaction Limit in your Octopus App > O! ePay > . go to "My Profile" by clicking your profile picture on the top left corner of the main screen.

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  8. Can I adjust the Account Balance Limit, the Daily Transaction Limit and the Annual Transaction Limit?

    1. You cannot adjust the Account Balance Limit.
    2. You can adjust the Daily Transaction Limit in "My Profile" on your O! ePay Account. If you increase the Daily Transaction Limit, a verification code via SMS is required. Click your profile picture on the top left corner of the main screen, then click "Edit Profile" followed by "Daily Transaction Limit".
    3. You cannot adjust the Annual Transaction Limit. To enjoy a higher transaction limit, you can upgrade your O! ePay account. You will receive notification on your Octopus App when you have exceeded 90% of the Annual Transaction Limit.

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Applying for an O! ePay Account

  1. How do I apply for an O! ePay Account?
  2. How can I upgrade my O! ePay Account from O! ePay Lite to O! ePay Plus/Pro?
  3. How long does it take to process my account upgrade?
  4. What are the documents required for my upgrade request?
  5. Why do I need to provide personal data including my HKID / Passport for an account upgrade?
  6. How can I apply for O! ePay Pro?
  7. May I apply for more than one O! ePay account?
  8. What are the circumstances under which I would not be able to apply for an O! ePay account?
  1. How do I apply for an O! ePay Account?

    To apply for O! ePay Lite, you have to be age 12 or above; simply download and install the Octopus App, and register by submitting only the mobile number and email address, you can have your O! ePay Lite account set-up and ready for use instantly.

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  2. How can I upgrade my O! ePay Account from O! ePay Lite to O! ePay Plus/Pro?

    O! ePay Lite to O! ePay Plus

    • You have to be 18 years of age or above , provide your personal information and a copy of your HKID or passport in the Octopus App > O! ePay > click the profile picture on the top left corner of the main screen, then click "Account Upgrade"


    O! ePay Lite to O! ePay Pro

    • You have to be 18 years of age or above with a valid HKID / Passport and address proof*. You must also be a holder of Personalised Octopus or an user of Automatic Add Value Service or your O! ePay account applied via Standard Chartered Online Banking. Click your profile picture on the top left corner of the main screen, then click "Edit Profile" followed by "Account Upgrade". Follow the instruction to provide the required document.

    * For domestic helper, employment contract is one of the accepted address proofs.

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  3. How long does it take to process my account upgrade?

    Under normal circumstances, it will take around 3 working days for us to process your application upon receipt of all the required information and documents. Once the application is approved, you will receive an email and a push notification via the Octopus App.

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  4. What are the documents required for my upgrade request?

    As part of the upgrade process, you need to upload a copy of your HKID or passport. All personal data shall be protected by encryption and used solely for application processing, account operation and customer service.

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  5. Why do I need to provide personal data including my HKID / Passport for an account upgrade?

    The purpose of collecting the personal data is for customer protection and for compliance with the Anti-Money Laundering and Counter-Terrorist Financing (Financial Institutions) Ordinance. All personal data shall be collected for application processing, account operation and customer service only, and will not be used by any third parties for the purpose of direct marketing.

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  6. How can I apply for O! ePay Pro?

    You have to be 18 years of age or above ; and a holder of Personalised Octopus or user of Automatic Add Value Service. You need to provide additional personal information, upload the copy of your HKID or Passport and your address proof.

    If you are a deposit account holder of Standard Chartered Bank (Hong Kong) Limited (SCB); you can apply through SCB Online Banking, please visit www.sc.com/hk/oepay.

    * For domestic helper, employment contract is one of the accepted address proofs.

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  7. May I apply for more than one O! ePay account?

    You may register for and hold only ONE O! ePay Account at one time.

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  8. What are the circumstances under which I would not be able to apply for an O! ePay account?

    1. You are an existing O! ePay Account Holder;
    2. You had been an O! ePay Account Holder and had cancelled your O! ePay account within the last 3 months;
    3. You are under the age of 12.

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Adding value to your O! ePay Account

  1. How can I add value to my O! ePay Account?
  2. Can I make fund transfers from my bank/credit card account to my O! ePay Account?
  3. How can I add value to my O! ePay account through 7-Eleven?
  4. How can I make fund transfers from my Octopus to my O! ePay Account?
  1. How can I add value to my O! ePay Account?

    You can add value to your O! ePay Account through one of the following channels:

    • by transferring money from your registered Octopus via your NFC-enabled Android mobile device or via an iOS mobile device paired up with an Octopus Mobile Reader.
    • by cash at any 7-Eleven stores
    • If you are O! Pay Plus and O! ePay Pro customers, you can link up your O! ePay account with your bank accounts at any one of 21 the Authorised Banks for fund transfers.

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  2. Can I make fund transfers from my bank/credit card account to my O! ePay Account?

    Yes, Standard Chartered Bank (Hong Kong) Limited ('SCB') is the first bank to provide fund transfers from your bank/credit card account to your O! ePay Account. All you need to do is to register your O! ePay Account with SCB. For details, please visit www.sc.com/hk/oepay.

    Alternatively, you may transfer funds from your account at one of the Authorised Banks. For more details, please refer to O! ePay Bank Transfer Service > How do I transfer funds from my bank account?

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  3. How can I add value to my O! ePay account through 7-Eleven?

    1. Go to a 7-Eleven store in Hong Kong.
    2. In the Octopus App, click "Top up & Transfer" > "Transfer to O! ePay" > "7-Eleven"
    3. Request to top up your O! ePay Account for any multiple of HK$50 up to HK$5,000. Show the QR code to the cashier and pay the amount in cash.
    4. The top-up will be processed instantly and you will receive push notification when the top-up transaction is completed. Please check the account balance.

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  4. How can I make fund transfers from my Octopus to my O! ePay Account?

    You can make fund transfers between your O! ePay Account and your registered Octopus ("Registered Octopus") via NFC (Near Field Communication) enabled Android mobile devices (NFC devices) or via iOS mobile devices paired up with an Octopus Mobile Reader by completing a one-time registration of your selected Octopus via Octopus App. Please note that you can only register an Octopus with a 9-digit number (eight digits plus one bracketed digit).

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Friends Management

  1. Why does the Octopus App need to access my phone book?
  2. How do I send a friend request?
  3. How do I accept a friend request?
  4. How do I remove someone from my O! ePay friend list?
  1. Why does the Octopus App need to access my phone book?

    You are asked to grant permission to the Octopus App to access your phone book for your convenience, to enable you to find other Octopus users and add them as your O! ePay friends. Only the mobile numbers in your contact information will be transferred to our servers. All the mobile numbers will be encrypted and will not be stored in our servers. And we will not disclose your contacts to any third parties.

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  2. How do I send a friend request?

    In the Octopus App, enter the "O! ePay" section. Then tap the Friends page and find the person under 'O! ePay users you know' to add him/her as your O! ePay friend. Simply click the 'add' button and write your message (optional) to send out a friend request. If your friend is not in your phone book, you need to assign a contact name for your friend.

    You can send or receive payments to or from friends immediately after they have accepted your friend requests.

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  3. How do I accept a friend request?

    You should first ensure that the request has come from someone you know by checking the phone number shown in the request. Once you have added your friend, you can send a payment or a payment request to them immediately.

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  4. How do I remove someone from my O! ePay friend list?

    In the Octopus App, enter the "O! ePay" section. Then tap the Friends page, and click the name of the friend and press the 'Unfriend' button at the top right corner to remove this friend from your O! ePay friend list. A corresponding "Unfriend" feed will be posted on your 'Activities' page upon your action and all outstanding payment requests between this friend and you will no longer be processed.

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Person-to-Person (P2P) Payment

  1. What is Person-to-Person (P2P) payment?
  2. How can I start P2P payment via O! ePay?
  3. How do I send out a payment request?
  4. How do I send payment reminders to my friends?
  5. Can I cancel a payment request?
  6. Can I update a payment request that I have sent out?
  7. Why am I unable to receive payments from my O! ePay friends?
  8. I sent a payment request to my friend a while ago, but he/she has not responded. Will the payment request expire?
  9. How many recipients can I select for each payment request?
  10. What will happen if I accidentally make a payment to a wrong mobile number/ friend?
  1. What is Person-to-Person (P2P) payment?

    The P2P payment function allows you to make fund transfers between you and your friends who are also holders of an O! ePay Account immediately after you add them or accept their requests to be added as your "Friend(s)" on your O! ePay Account.

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  2. How can I start P2P payment via O! ePay?

    Before starting a P2P payment, you need to add your friends to your O! ePay friend list. They must be existing O! ePay users to receive and accept your friend request in order to become your O! ePay friends. After that, you can process P2P payments with your friends.

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  3. How do I send out a payment request?

    In the Octopus App, enter the "O! ePay" section. Tap "P2P Collect" icon on the Activties page; then select one of the following P2P payment request modes to select the friend(s) and enter the amount(s);

    • One
    • Many (different amounts)
    • Many (same amount)
    • Many (shared equally)

    After sending out the payment request, the recipient will receive a feed on their Activities page and a push notification message to notify him/her of the payment request received.

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  4. How do I send payment reminders to my friends?

    After you have sent out a payment request, a corresponding feed will be shown on your Activities page. Simply click the corresponding feed of the payment request to show all recipients and click the 'Send Reminder' button to send out a payment reminder to a recipient who has yet to respond. A push notification message will be sent to this recipient to remind him/her to respond to your request. You may only send out a payment reminder one day after the payment request had been sent and may only deliver one reminder every day.

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  5. Can I cancel a payment request?

    Yes, you can cancel a payment request at any time before your friend has responded to your request. If your friend has already settled the payment request, the transaction shall be irreversible and irrevocable.

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  6. Can I update a payment request that I have sent out?

    No, you cannot update your payment request after it has been sent out. You can only cancel it before your friend responds to it.

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  7. Why am I unable to receive payments from my O! ePay friends?

    If you are unable to receive payments from your friends, it may be due to one of the following reasons:

    1. Your account balance, including any pending fund to be transferred from your bank account, has already exceeded or will exceed the account limit after receipt of the payment from your friends; or
    2. Your annual transaction limit has already been exceeded or will be exceeded after receiving payment from your friends; or
    3. You have contacted the Octopus Customer Service Hotline and requested cancellation of your account.

    You will receive a push notification message reminding you to reduce your account balance in order to receive payments from your friends.

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  8. I sent a payment request to my friend a while ago, but he/she has not responded. Will the payment request expire?

    No, your payment request will not expire until it has been settled, or the friend relationship between you and your friend has been cancelled.

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  9. How many recipients can I select for each payment request?

    You can select up to 30 recipients for each payment request.

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  10. What will happen if I accidentally make a payment to a wrong mobile number/ friend?

    All payment transactions are irreversible once completed. If you have mistakenly made a payment to a wrong person, please contact them directly to arrange to have the money reimbursed to you.

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Topping up your Octopus

  1. How can I use my O! ePay account to top up my Octopus?
  2. How do I register my Octopus?
  3. How many Octopuses can I register?
  4. How do I turn on the NFC function on my mobile device?
  5. How can I top up my Octopus?
  6. How can I pair my iOS mobile device up with an Octopus Mobile Reader?
  7. How do I know if my Octopus has been topped up successfully?
  1. How can I use my O! ePay account to top up my Octopus?

    To top up your Octopus, you need to complete a one-time registration of the Octopus via the Octopus App before making any top up transactions.

    Please note that this function is only applicable to NFC (Near Field Communication)-enabled Android mobile devices (NFC devices) or iOS mobile devices paired up with an Octopus Mobile Reader; the Octopus must also have a 9-digit number (eight digits plus one bracketed digit).

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  2. How do I register my Octopus?

    In the Octopus App, click "Registered Octopus". Then click the "+" circle button at the right bottom corner to add an Octopus Card.

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  3. How many Octopuses can I register?

    You can register up to 20 Octopuses on your Octopus App. Please note that this function only applies to an Octopus with a 9-digit number (eight digits plus one bracketed digit).

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  4. How do I turn on the NFC function on my mobile device?

    You can turn on the NFC function under the Settings of your mobile device. For details, please refer to the user guide for your mobile device.

    The design of the NFC antenna and transmission power of each NFC device will vary. Most of the handsets are able to read an Octopus at close distances. If your Octopus cannot be read properly, try placing it about 1-2 cm away from your mobile device.

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  5. How can I top up my Octopus?

    Tap " Top up and transfer"
    Top up my Octopus by O! ePay - Step 1 - Tap " Top up and transfer"
    Tap "Transfer from O! ePay" > Octopus Card
    Top up my Octopus by O! ePay - Step 2 - Tap "Transfer from O! ePay" > Octopus Card
    Input top up amount
    Top up my Octopus by O! ePay - Step 3 - Input top up amount
    Place your Octopus at the back of your mobile device until transfer receipt is shown
    Top up my Octopus by O! ePay - Step 4 - Place your Octopus at the back of your mobile device until transfer receipt is shown
    The transaction receipt is shown
    Top up my Octopus by O! ePay - Step 5 - The transaction receipt is shown

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  6. How can I pair my iOS mobile device up with an Octopus Mobile Reader?

    Please click here for detail.

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  7. How do I know if my Octopus has been topped up successfully?

    Upon successful top up of your Octopus, a receipt with the current balance of the O! ePay Account and the Octopus will be displayed for your reference. You may also use the enquiry function in the Octopus App to check the remaining value on your Octopus.

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O! ePay Fund Transfer with Bank Service

  1. What is O! ePay Fund Transfer with Bank Service?
  2. Am I eligible for the O! ePay Fund Transfer with Bank Service?
  3. How can I find out if my bank supports the O! ePay Fund Transfer with Bank Service?
  4. How many bank account(s) can I set up in my O! ePay Account?
  5. How do I transfer funds from my bank account?
  6. How do I transfer funds to my bank account?
  7. How do I change/cancel my bank account setting in O! ePay?
  1. What is O! ePay Fund Transfer with Bank Service?

    O! ePay Fund Transfer with Bank Service allows you to transfer money between your bank account and your O! ePay Account by setting up a direct debit authorization (DDA) through the "Top Up and Transfer" function in the Octopus App.

    Besides, O! ePay also supports instant fund transfers from Standard Chartered Bank, if you are existing Standard Chartered Online Banking customers, you can transfer money from your Standard Chartered bank accounts or Credit Card accounts to O! ePay instantly via Standard Chartered Online Banking or Mobile Banking .

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  2. Am I eligible for the O! ePay Fund Transfer with Bank Service?

    The Service is available for all O! ePay Plus and O! ePay Pro Accounts. The registered name of your bank account must be the same as your O! ePay Account. Please note that joint name accounts and credit card accounts are not supported.

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  3. How can I find out if my bank supports the O! ePay Fund Transfer with Bank Service?

    The list of supporting banks:

    Bank (Bank Code)
    Bank of China (Hong Kong) Ltd (012, 014, 019, 026, 030, 031, 033, 036, 064, 070)
    Bank of Communications Co. Ltd (027)
    Bank of East Asia Ltd, The (015)
    China CITIC Bank International Ltd (018)
    China Construction Bank (Asia) Corp. Ltd (009)
    China Construction Bank Corp. (221)
    Chiyu Banking Corporation Ltd (039)
    Chong Hing Bank Ltd (041)
    Citibank (Hong Kong) Ltd (006, 250)
    Dah Sing Bank Ltd (040)
    DBS Bank (Hong Kong) Ltd (016,032, 052, 185)
    Fubon Bank (Hong Kong) Ltd (128)
    Hang Seng Bank Ltd (024)
    Hong Kong & Shanghai Banking Corp. Ltd, The (004)
    Industrial & Commercial Bank of China (Asia) Ltd (029, 072, 214)
    Nanyang Commercial Bank Ltd (043)
    OCBC Wing Hang Bank Ltd (035)
    Oversea Chinese Banking Corp., Hong Kong (022)
    Public Bank (Hong Kong) Ltd (028)
    Shanghai Commercial Bank Ltd (025)
    Standard Chartered Bank (003)
    Wing Lung Bank Ltd (020, 044)

    The 3-digit number after the bank name is the bank code; you need to select your bank with correct bank code. If you are not certain about the bank code, you are advised to check with your bank before setting up the direct debit authorization (DDA)

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  4. How many bank account(s) can I set up in my O! ePay Account?

    You can only register 1 bank account in your O! ePay Account.

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  5. How do I transfer funds from my bank account?

    Set up a direct debit authorization (DDA) with designated banks via Octopus App > "Top Up & Transfer"> "Transfer to O! ePay"then tap Bank . This function is only applicable to O! ePay Plus and O! ePay Pro Account Holders.

    Tap "Top up and transfer"
    Transfer funds from bank account - Step 1 -
    Tap "Transfer to O! ePay" > "Bank"
    Transfer funds from bank account - Step 2 -
    Select your bank
    Transfer funds from bank account - Step 3 -
    Tap "SET UP BANK TRANSFER"
    Transfer funds from bank account - Step 4 -
    Tap "NEXT"
    Transfer funds from bank account - Step 5 -
    Input your bank account number
    Transfer funds from bank account - Step 6 -
    Accept Terms and Conditions
    Transfer funds from bank account - Step 7 -
    Tap "CONFIRM"
    Transfer funds from bank account - Step 8 -
    Done
    Transfer funds from bank account - Step 9 -
    • It takes approximately 2 weeks to complete the DDA set-up with a bank.
    • For transfers from a bank account to an O! ePay Account, the fund transfer amount will normally be deposited to your O! ePay Account after 2 business days if the fund transfer request is made before 3 pm on a business day.
    • After you have successfully set up a registered bank account, use the "Top Up & Transfer" > "Transfer to O! ePay"> "Bank" function and input the amount (any value from HK$300 to HK$1,000; maximum 1 top-up request per day) to add value to your O! ePay Account.

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  6. How do I transfer funds to my bank account?

    Set up a direct debit authorization (DDA) with designated banks via Octopus App. This function is only applicable to O! ePay Plus and O! ePay Pro Account Holders.

    Tap "Top up and transfer"
    Transfer funds to bank account - Step 1 -
    Tap "Transfer from O! ePay" > "Bank"
    Transfer funds to bank account - Step 2 -
    Select your bank
    Transfer funds to bank account - Step 3 -
    Tap "SET UP BANK TRANSFER"
    Transfer funds to bank account - Step 4 -
    Tap "NEXT"
    Transfer funds to bank account - Step 5 -
    Input your bank account number
    Transfer funds to bank account - Step 6 -
    Accept Terms and Conditions
    Transfer funds to bank account - Step 7 -
    Tap "CONFIRM"
    Transfer funds to bank account - Step 8 -
    Done
    Transfer funds to bank account - Step 9 -
    • It takes approximately 2 weeks to complete the DDA set up with a bank.
    • For transfers from an O! ePay Account to a bank account, the fund transfer amount will normally be deposited to your bank account after 2 business days if the fund transfer request is made before 11:59 pm on a business day.
    • After you have set up a registered bank account , use the "Top Up & Transfer" > "Transfer from O! ePay"> "Bank" function and input the fund transfer amount (any value from HK$500; maximum 1 bank transfer-out request per day). A bank account fund transfer fee may apply; Please refer to FAQ > About Octopus O! ePay > Are there any fees and charges for using O! ePay? for more details.

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  7. How do I change/cancel my bank account setting in O! ePay?

    Your bank account setting can be changed/cancelled in the Octopus App by clicking the "CANCEL BANK ACCOUNT" button in the "Top Up & Transfer" > "Transfer from O! ePay"> "Bank" > "Bank Account Settings" page after the direct debit authorization (DDA) set-up has been successfully completed. Once the change request is submitted, your bank account setting with us will no longer be valid.

    Please note that we are not authorised to change/remove the direct debit authorisation (DDA) records in your bank. Please contact your bank to change/remove the bank's DDA record.

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Managing your Account

  1. How can I check my transaction record?
  2. How can I save my monthly statements?
  3. How do I change my account password?
  4. What if I forget my password?
  5. How do I change my email address?
  6. How do I change my mobile number?
  7. I have changed my name / address. What should I do?
  8. How can I log in to my account via a new mobile device?
  9. I don't want other O! ePay users to know that I am an O! ePay user. What can I do?
  10. I have an iOS device, can I log in with my Touch ID?
  1. How can I check my transaction record?

    Tap Receipts in your Octopus App to view the latest updates of your account within the previous 270 days. The transaction details and monthly statements of your account can be viewed/downloaded via the O! ePay > Account page. You can access transactions from up to the past 270 days, and from account statements for the preceding 12 months.

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  2. How can I save my monthly statements?

    To save a copy of the statement, you may download the file in pdf format under the 'O! ePay' folder of your Android device, or you may forward the statement using the function provided by iOS.

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  3. How do I change my account password?

    Click your profile picture at the top left corner to update your password via "Edit Profile"

    Please note that your password must consist of 8-12 characters with letters and numbers.

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  4. What if I forget my password?

    If you have forgotten your password, please click O! ePay click "Forgotten Password?" in the login screen. Enter your registered mobile number and you will receive an email to confirm the reset password request. Click the link in the email and a verification code will be sent to you via SMS. After you enter the verification code, you can set a new password in the O! ePay App.

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  5. How do I change my email address?

    Click your profile picture at the top left corner then click "Edit Profile" > "Email".

    After submitting the new email address, an email will be sent to you for verification. Please click the link embedded in the verification email to confirm the change of email address.

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  6. How do I change my mobile number?

    Change of a registered mobile number is not allowed. If you want to change the registered mobile number, you need to cancel your O! ePay Account and re-apply for the service with your new mobile number.

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  7. I have changed my name / address. What should I do?

    Please call the Octopus Customer Service Hotline at 2266 2222 to update your personal information.

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  8. How can I log in to my account via a new mobile device?

    If you want to access your O! ePay account on a new device, simply download and install the Octopus App and input your mobile number and password. A verification code will be sent to your registered mobile number via SMS. Please enter the verification code on your new device.

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  9. I don't want other O! ePay users to know that I am an O! ePay user. What can I do?

    If you don't want others to know that you are an O! ePay user, you can disable the showing of your O! ePay user status by going to Settings to disable the "Show Your User Status" function. Other O! ePay users will not be able to add you as their O! ePay friend if you disable this function.

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  10. I have an iOS device, can I log in with my Touch ID?

    Yes you can log in to your O! ePay Account with Touch ID as follows:

    1. First, set up your Touch ID in iOS
    2. Click your profile picture at the top left corner then click "Edit Profile"
    3. Set "Login with Touch ID" as Yes

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Security and Privacy

  1. Is O! ePay safe and secure?
  2. Is my account at risk if I lose my phone?
  3. Why can't I log in to my account?
  4. Can my friends view my feeds?
  5. Can you view photos or messages that I have sent to my friends?
  6. What are the reasons for and duration of the retention of my personal information?
  7. Does O! ePay capture or store my fingerprint data when I log in to O! ePay with my Touch ID?
  8. Why the Octopus App does not work on rooted Android devices?
  9. How does the Octopus App check for rooted Android devices when I try to login to my O! ePay Account?
  10. How can I check the SafetyNet status of my device?
  1. Is O! ePay safe and secure?

    We use industry-standard security technology and practices to safeguard your account from any unauthorised access. Please refer to our "Octopus Online Service Safety Guide" for more details.

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  2. Is my account at risk if I lose my phone?

    Your O! ePay account is protected by password/iOS Touch ID at all time. You need to log in to your account before making any payment transactions. You can log in to your O! ePay account via another device and then disconnect the access between your account and the lost device. If you are using O! ePay Plus or O! ePay Pro, you can also call the Octopus Customer Service Hotline at 2266 2222 for O! ePay account suspension.

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  3. Why can't I log in to my account?

    If there are repeated unsuccessful attempts to log in to your account, the account will be automatically locked for your protection. You can unlock your account by pressing the Forgotten? Button on the login screen and follow the instructions.

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  4. Can my friends view my feeds?

    No, only you can view your feeds.

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  5. Can you view photos or messages that I have sent to my friends?

    No, all photos and messages between you and your friends can only be viewed by you and the designated recipients. This information is encrypted and securely stored on our server, and cannot be viewed by us.

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  6. What are the reasons for and duration of the retention of my personal information?

    Please refer to the Octopus Privacy Policy.

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  7. Does O! ePay capture or store my fingerprint data when I log in to O! ePay with my Touch ID?

    The authentication of O! ePay account login rely on your stored and authenticated fingerprint at your own iOS device; we do not capture or store any of your fingerprint data.

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  8. Why the Octopus App does not work on rooted Android devices?

    As O! ePay is a payment application which involves real money transactions, Octopus takes security very seriously to achieve the highest level of customer protection. If you are using the O! ePay service on the Octopus App, we adopt the best practices in the payment industry to make sure that O! ePay is running on a device that has a sound and well understood security model.

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  9. How does the Octopus App check for rooted Android devices when I try to login to my O! ePay Account?

    It checks whether a device is rooted or not through the SafetyNet API, which is part of the Google Play Services layer installed on Google-approved Android devices. This SafetyNet API is designed to check whether a device has been tampered with – whether it has been rooted by a user, is running a custom ROM, or has been infected with low-level malware, for example.

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  10. How can I check the SafetyNet status of my device?

    You can check the SafetyNet status of your device by downloading an app like SafetyNet Helper Sample or SafetyNet Playground. The app will ask Google's SafetyNet service about your device's status and tell you the response it gets from Google's server.

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Customer Service

  1. What should I do if I run into problems when using O! ePay?
  2. How can I cancel my account?
  3. What should I do if I lose my phone?
  4. What is the Authentication Code?
  1. What should I do if I run into problems when using O! ePay?

    Please call the Octopus Customer Service Hotline at 2266 2222 for assistance.

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  2. How can I cancel my account?

    If you need to cancel your O! ePay account, please call the Octopus Customer Service Hotline at 2266 2222.

    Please note that you cannot cancel your O! ePay account until after any outstanding Transfer In or Transfer Out transactions with your bank account are settled. Once we have confirmed your cancellation request, we will arrange to refund, if any, the balance of your O! ePay account by sending you a cheque.

    Once you cancel your account, you cannot apply for an O! ePay account with the same mobile number/ID number within 3 months.

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  3. What should I do if I lose my phone?

    If your device has been lost or is malfunctioning, you can log in to your O! ePay account using another device, and then disconnect access via the lost/broken device through the Info and Settings page. If you are using O! ePay Plus or O! ePay Pro, you can also call the Octopus Customer Service Hotline at 2266 2222 to request account suspension.

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  4. What is the Authentication Code?

    If you are using O! ePay Lite and call our Octopus Customer Service Hotline at 2266 2222, our customer service representatives may verify your identity as O! ePay Account Holder by asking you to present the Authentication Code, which can be found in "Setting" of the Octopus App.

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Octopus processes over 3 million transactions a day through the MTR system, saving time and money for commuters and the MTR Corporation.

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