Welcome to the Octopus (Hong Kong) Site.

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What follows is a list of links to sections of the site. If you wish to skip this you can go to main content.

Malfunctioning Octopus

Services for a malfunctioning Octopus are available for:

All Standard On-Loan Octopus

Image of All Standard Octopus

Personalised Octopus

Image of All Personalised Octopus

Sold Octopus*

Image of Sold Octopus

Octopus Mobile SIM

Image of Octopus Mobile SIM

*Services provided to malfunctioning Sold Octopus issued by licensees are subject to their terms and conditions.

What to do if your Octopus is not working

If your Octopus malfunctioned, please take it to the nearest MTR Customer Service Centre for assistance.

Image of Standard Octopus

Standard Octopus (not linked to Automatic Add Value Service)

If your Octopus cannot be immediately reactivated, the malfunctioning Octopus will be returned to Octopus Cards Limited for refund arrangement. You may purchase a new Octopus immediately for normal use.

Image of Standard Octopus

Standard Octopus (linked to Automatic Add Value Service)

If your Octopus cannot be immediately reactivated, the malfunctioning Octopus will be returned to Octopus Cards Limited for refund arrangement. You may purchase a new Octopus immediately and provide the new Octopus number on the Customer Service Request Form for re-linking the AAVS to your new Octopus.

Image of On-Loan Octopus

Personalised Octopus

If your Octopus cannot be immediately reactivated, the malfunctioning Octopus will be returned to Octopus Cards Limited for refund arrangement and we will issue a new Personalised Octopus or re-linking the AAVS (if you have this service) to another Octopus.

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Sold Octopus

Some Sold Octopus come with a warranty issued by our licensees. If a Sold Octopus malfunctions within the warranty period, handling procedures will be subject to the licensee's terms and conditions in effect at the time of purchase.

If you encounter any problems with your Octopus or have any enquiries, please call the Octopus Customer Service Hotline on 2266 2222.

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Octopus Mobile SIM

You can click here for cancellation of Octopus Mobile SIM to use our online application for cancellation of Octopus Mobile SIM for refund request. You can also obtain a new Octopus Mobile SIM from the designated mobile network operator if needed.

Octopus Rewards

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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Did you know?

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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