FAQ

After submitting a refund request via the Octopus App for Tourists (Card Setting > Refund Card), the deposit and remaining value of your Octopus on iPhone or Apple Watch will be refunded to the credit or debit card(s), e-CNY wallet(s) or Weixin Pay Wallet you used to top up your Octopus. The refund may take 6–8 weeks to process.

Please follow these steps:

1. To use the Octopus App for Tourists, please sign in with your Apple Account
2. Select Octopus, tap "Card Setting"
3. Tap "Refund Card"
4. Tap "Next"
5. Confirm the refund amount and T&C, tap "Next"
6. Input contact email, tap "Refund Card"
7. Refund request is completed

After submitting a refund request via the Octopus App for Tourists, we will refund to the credit or debit card(s), e-CNY wallet or Weixin Pay Wallet you used to top up your Octopus on iPhone or Apple Watch, the deposit and remaining value of the Octopus will be converted to the currency of your credit or debit card(s), e-CNY wallet or Weixin Pay Wallet, then refunded to the card(s), e-CNY wallet or Weixin Pay Wallet.

Note:

1. If you have topped up your Octopus using a UnionPay card, e-CNY wallet or Weixin Pay Wallet, the total refund amount cannot exceed the original total reload amount. If the refund amount exceeds the applicable limit, please continue to use this Mobile Octopus for payment until the deposit (HK$50) and remaining value on your Octopus are less than the total reload amount in the last 150 days (if topped up using a UnionPay card) or 300 days (if topped up using e-CNY wallet or Weixin Pay wallet), after which you can proceed with the card deletion and refund.
2. If you issued or topped up your Octopus via Apple Wallet in HKD; or top up with cash before, the remaining value of that particular amount will be refunded to your credit or debit card(s) in HKD.

For refund of Octopus within 90 days from the date of issue (which includes adding a new Octopus via Octopus App/Octopus App for Tourists/Apple Wallet, or transferring a physical Octopus to iPhone or Apple Watch), a handling fee of HK$11 will be charged.

Refund of Octopus on iPhone or Apple Watch is subject to an annual refund limit of HK$5,000 per mobile device.

It may take 6–8 weeks for the refund to be credited to the credit or debit card(s), e-CNY wallet or Weixin Pay wallet you used to top up the Octopus.

This means there is no record of topping up your Octopus on iPhone or Apple Watch with a credit or debit card, e-CNY wallet or Weixin Pay wallet via the Octopus App for Tourists, so we cannot refund the deposit and remaining value to you. We suggest a one-time top up of your Octopus with your credit or debit card, e-CNY wallet or Weixin Pay Wallet via the Octopus App for Tourists. Then, request a refund.

Note: If you top up your Octopus using a UnionPay card, e-CNY wallet or Weixin Pay Wallet, the total refund amount cannot exceed the original total reload amount. If the refund amount exceeds the applicable limit, please continue to use this Mobile Octopus for payment until the deposit (HK$50) and remaining value on your Octopus are less than the total reload amount in the last 150 days (if topped up using a UnionPay card) or 300 days (if topped up using e-CNY wallet or Weixin Pay wallet), after which you can proceed with the card deletion and refund.

Refunds are not available through these channels. Please submit your refund request via the Octopus App for Tourists. If you cannot submit a refund request via the Octopus App for Tourists, please contact us.

You can remove the Octopus on iPhone or Apple Watch by going to your Apple Account page or by using Find My iPhone, and then restore the Octopus in another device.

If you cannot submit a request for a refund of your Octopus via the Octopus App for Tourists, please contact us.