FAQ

This card replacement programme aims to keep all in-circulation Octopus up-to-date with security and technological advances, so all customers can enjoy the latest Octopus services.

The replacement of On-Loan Octopus will ensure that our customers can continue enjoying a fast and reliable payment service at all outlets accepting Octopus payments, including newly launched online merchants.

The On-Loan Octopus Replacement is free of charge. If you hold an On-Loan Personalised Octopus that does not have brackets for the last digit of the card number, or hear a "Dood~Dood Dood" sound when tapping on Octopus readers, you can replace it at the Octopus Service Points in designated MTR stations and shopping malls, MTR Customer Service Centres* (including Light Rail Customer Service Centre), designated Kowloon Motor Bus Customer Service Centres# or designated First Ferry Customer and Octopus Service Centres^. In just a few easy steps, all information and most linked services / offers are automatically transferred to the new On-Loan Octopus.

The replacement card will provide enhanced features enabled through advanced technology, allowing you to enjoy Octopus' latest online / mobile services.

You can replace an On-Loan Octopus through the following designated channels. In just a few easy steps, all the information and most of the linked services / offers on the card can be automatically transferred to a new On-Loan Octopus.

Notes:

1. If you have a Personalised On-Loan Octopus, you must first register online or by mail for card replacement, via the Octopus website at www.octopus.com.hk. After registration, a new Personalised On-Loan Octopus will be mailed to you. Then, you will need to bring the new card and the card that needs to be replaced to any Octopus Service Points or designated Kowloon Motor Bus Customer Service Centres for card replacement and to transfer the services / offers to the new card.
2. If the Anonymous On-Loan Octopus has an Automatic Add Value Service function, you must process the replacement in person, and bring your identity document for verification.
3. Please click here for the compatible iPhone and Apple Watch.
4. Please click here for the compatible Samsung mobile devices.
5. Only Anonymous On-Loan Adult / Elder Octopus and Personalised On-Loan Adult / Elder Octopus (except designated card types) can be transferred.

You can check your Octopus via the Octopus website or the IVRS (Interactive Voice Recording System) by entering your card number. In addition, if the Octopus is due for replacement, you will now see a message saying it must be replaced, when you tap the Octopus at any Octopus Service Point.

Most of the services / offers on the On-Loan Octopus will be automatically transferred to the replacement card. These include:

• The remaining value on the Octopus
• The Last 9 Spending Records
• Automatic Add Value Service
• Public Transport Fare Subsidy Scheme^#
• Residential Building / Commercial Building / Campus Access Control System
• Campus Management System
• Residential Building / Commercial Building / Campus Shuttle Services
• Concession Fares and Services of MTR:
  • Student Fare Promotion
  • Light Rail Personalised Octopus Frequent User Bonus Scheme
  • Lo Wu / Lok Ma Chau Concessionary Travel Scheme
  • MTR Monthly Pass Extra
  • MTR "10% Same-Day Second Trip Discount" (if applicable)
  • MTR Fare Savers Discount
  • MTR Points and collected MTR Free Ride under MTR Mobile Account
• KMB Monthly Pass
• New World First Ferry Monthly Ticket / Holiday Return Ticket
• New World First Bus / Citybus Fare Concessions

There are only a few services / offers which will not be transferred to a new Octopus, including:

• Hourly / Monthly Parking Management*
• MTR Park & Ride Scheme*

^#The record of public transport expenses and uncollected subsidy of the old Octopus will be transferred to the replacement Octopus. After successful transfer, you can collect the relevant subsidy with the replacement Octopus from the 16th of the following month.

*You must keep the "Octopus Replacement Receipts" and contact the service provider(s) concerned to enquire about the arrangements for the transfer of these services / offers to the replacement Octopus.

The transfer of services / offers requires both the Samsung Pay app and Octopus App

Step 1Select to check the "Pending Actions".

Step 2Select "REPLACE"

Step 3Select "Transfer to a Smart Octopus"

Step 4Select "Transfer physical Octopus to Samsung Pay".

Step 5 Read the important notes.

Step 6 Read and accept the Terms and Conditions.

Step 7 Tap the physical Octopus at the NFC location on the mobile device to check the card.

Step 8 Register the physical Octopus (if necessary).

Step 9 Enter your date of birth and the last 4 digits of your identity document number for Personalised Octopus cardholder / Automatic Add Value Service (AAVS) account holder, or information for future refund purposes (optional) for non-Personalised Octopus cardholder / non-AAVS account holders.

Step 10 Tap the physical Octopus at the NFC location on the mobile device again

Step 11 Remove the physical Octopus and wait to be directed to the Samsung Pay app to continue the card transfer process.

Step 12 Transfer of the Smart Octopus in Samsung Pay in progress.

Step 13 Transfer of the Smart Octopus in Samsung Pay is completed.