Octopus on iPhone or Apple Watch
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Report a lost Octopus on iPhone or Apple Watch and apply for refund of deposit and remaining value
You can delete your Octopus on iPhone or Apple Watch and request a refund via the following channels in Octopus App:
1) Refund to FPS bank account
2) Refund to Octopus Wallet
Refunds for your Octopus on iPhone or Apple Watch may be subject to the following charges:
- For requesting refund of Octopus (excluding Personalised Octopus) within 90 days from the date of issue (which include 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.
- For requesting a refund of a Personalised Octopus, a handling fee of HK$10 will be charged.
Refund of Octopus on iPhone or Apple Watch 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.
Alternatively, if your lost Octopus is a Personalised Octopus or Octopus with Automatic Add Value Service (AAVS), you can report the loss by clicking here. You can also report loss of your Octopus by calling the Lost Octopus Reporting Hotline (24-hour) on 2266 2266.
If your lost Octopus is a Personalised Mobile Octopus with Student Status, please click here for more details.
- Click "More" > "Customer Service" in Octopus App.
- Click "Personalised Octopus on Apple Pay 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 T&C.
- New Octopus is added, click "Done".
- Replacement is completed*. We shall refund the remaining value (if any) of your lost Personalised Octopus after 4 working days via 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 4 working days after you have replaced it. Please follow these steps to collect the refund:
- Open Octopus App, click "Octopus on iPhone or Apple Watch".
- 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 registered your Octopus on iPhone or Apple Watch in the Octopus App. Please suspend or remove the Octopus in the device by going to Apple ID account page or use Find My iPhone. You can then apply for a refund for your Octopus on iPhone or Apple Watch by clicking here.