Huawei Pay Octopus
If you've got any questions about how we can make your life easier, please check out our FAQ.
OKReport a lost Huawei Pay Octopus and apply for refund of deposit and remaining value
You can delete your Huawei Pay Octopus and request a refund via the following channels in the Octopus App:
- Refund to FPS bank account
- Open the Octopus App and select the Octopus card face on your mobile device;
- Select “Settings”, then select “Delete and Refund”;
- Read and accept “Terms and Conditions for refund”;
- Input Date of Birth and partial HKID (if it is a Personalised or AAVS-enabled Octopus card );
- Select “Bank account (via FPS)”;
- Select “Input FPS registered mobile number”, then input mobile number, select bank name (masked Recipient Name will be displayed) OR;
- Select “Input bank account number directly”, then select bank name, input Recipient Account Number and Recipient Name;
- Input email address for refund acknowledgement and further communication;
- Proceed Huawei authentication;
- The Huawei Pay Octopus will be deleted and the amount will be refunded to your bank account.
- Refund to Octopus Wallet
- Open the Octopus App and select the Octopus card face on your mobile device;
- Select “Setting”, then select “Delete and Refund”;
- Read and accept “Terms and Conditions for refund”;
- Input Date of Birth and partial HKID (if it is a Personalised or AAVS-enabled Octopus card);
- Select “Octopus Wallet Plus or Pro account” and confirm the refund amount;
- Proceed Huawei authentication;
- The Huawei Pay Octopus will be deleted and the amount will be refunded to your Octopus Wallet account.
Refunds for your Huawei Pay Octopus may be subject to the following charges:
- For requesting a refund of Octopus (excluding Personalised Octopus) within 90 days from the date of issue (which include adding a new Octopus via the Octopus App/Octopus App for Tourists/ HUAWEI Wallet, or transferring a physical Octopus card to Huawei Pay), a handling fee of HK$11 will be charged.
- For requesting a refund of a Personalised Octopus, a handling fee of HK$10 will be charged.
Refund of Huawei Pay Octopus is subject to an annual refund limit of HK$3,000 per mobile device.
Refunds to FPS bank accounts and Octopus Wallet are processed immediately. However, in some circumstances, a bank may reject the transaction. We will send you an email to follow up your refund request if it happens.
You can remove the Huawei Pay Octopus by visiting Huawei account page or using Find My Mobile, and then restore the Octopus in another device.
Alternatively, if your lost Octopus is a Personalised Octopus or Octopus with AAVS, you can report the loss by clicking here. You can also report loss of your Octopus by calling the 24-hour Lost Octopus Reporting Hotline on 2266 2266.
If your lost Octopus is a Personalised Mobile Octopus with Student Status, please click here for more details.
To install a replacement of a new Personalised Octopus in your handset, please follow the steps below:
- Click "More" > "Customer Service" in Octopus App;
- Click "Personalised Octopus on Huawei Pay Octopus Replacement";
- Input personal information to verify your identity;
- Select the Octopus that you have reported lost and requested for replacement;
- Click "Next";
- Click "Agree" after reading "Terms and Conditions";
- New Octopus is added, click "Done";
- Replacement is completed*. OCL shall refund the remaining value (if any) of your lost Personalised Octopus after 4 working days via the Octopus App.
*Please complete the replacement process within 14 calendar days after requesting for replacement of Personalised Octopus. Otherwise the replacement request will be cancelled and the remaining value (if any) of the lost Personalised Octopus will be refunded to you by cheque.
We shall refund the remaining value (if any) of your lost Personalised Octopus to you via Octopus App in 4 working days after you have replaced it. Please follow these steps to collect the refund:
- Open the Octopus App, click "Huawei Pay Octopus";
- Select Octopus, click "Collect" under "PENDING ACTIONS";
- Transaction in progress;
- Refund collection is successful, click "Done";
- Refund amount is added into the Octopus.
You can still apply for a refund if you have previously provided the Huawei Pay Octopus refund information (your name and email address*) in Octopus App. Please remove the Octopus in the device by visiting Huawei account page or using Find My Mobile. After that you can apply for a refund for your Huawei Pay Octopus by clicking here.
* The email address you entered will be used to receive a one-time password to verify your identity during refund process.
If you are not a Personalised Huawei Pay Octopus cardholder, or do not have Automatic Add Value Service (AAVS) linked to your Huawei Pay Octopus and have not provided your name and email address, refunds cannot be processed for your Huawei Pay Octopus. Therefore, although the information is not mandatory, we do recommend providing it.
Please keep a record of the name and email address entered. The email address entered will be used to receive a one-time password to verify your identity when processing your refund.
Refund information can be updated through Octopus App only. Go to the Huawei Pay Octopus enquiry screen at Octopus App and tap "Settings" > "Refund Info". Your refund information can then be updated accordingly.