FAQ

Please click below “button” to report the loss of your Octopus, a reference number will be provided after you have reported the loss successfully by the system and the lost reporting request cannot be cancelled. Customers only have to bear the liability of loss within the first three hours of successfully reporting the loss. Please follow all procedures, otherwise you will not be able to report the loss successfully.

Please note that we only accept lost Octopus reporting via Octopus website and Lost Reporting Hotline on 2266 2266. We will not accept other channel for lost reporting such as fax and email.

After you have reported the loss successfully, our system will provide a Report Lost Reference Number to you. We will make arrangements for a refund.

If you are reporting the loss of a Personalised Octopus, you can make a request for a replacement Octopus which will be sent to you by mail. Please bring the new card along with the letter to the Customer Service Centre of any MTR station for activation (MTR will collect the signed activation letter from you). AAVS will be transferred to replacement Octopus if any.

If you are reporting the loss of a Personalised Mobile Octopus, you can make a request for a replacement Personalised Mobile Octopus. We will email you the instructions on how to set up the replacement Personalised Mobile Octopus.

If you are reporting the loss of On-Loan or Sold Octopus with AAVS , you can make a request to transfer the AAVS to another Octopus by contact our Octopus Customer Service Hotline 2266 2222 within 3 working days from your lost Octopus report.

If you are reporting loss for a Linked Octopus, please note that your linked record would not be carried to the new Octopus.

A Standard On-Loan Octopus is transferable and valid for use by anyone. Our system does not hold any information that can verify the identity of a Standard On-Loan Octopus holder. The Lost Octopus Service is offered only to Personalised Octopus holders, Octopus with AAVS users, and Linked Octopus holders.

Octopus is operated in an offline mode to ensure fast and convenient services for customers and it takes time to stop the use of the lost Octopus.

Holders of a Personalised Octopus and Bank Co-Brand Mobile Octopus¹, Linked Octopus, users of the Automatic Add Value Service are eligible for the Lost Octopus Reporting Service.

A Lost Octopus Service Fee of HK$50 (inclusive of administrative fee and card cost) will be deducted from the Octopus deposit if the lost Octopus is a:

• Personalised On-Loan Octopus
• On-Loan Octopus with the AAVS or
• Linked Octopus which is an On-Loan Octopus

A Lost Octopus Service Fee of HK$20 (inclusive of administrative fee) will be deducted from the deposit, (if any) and will be charged, if the lost Octopus is a:

• Personalised Sold Octopus
• Sold Octopus with the AAVS
• Personalised Mobile Octopus
• Mobile Octopus with the AAVS or
• Linked Mobile Octopus and Sold Octopus

If holders of Personalised On-Loan Octopus or Personalised Mobile Octopus request a replacement Octopus, you need to pay HK$70 in total, which including:

1. HK$50 being the Octopus deposit and
2. HK$20 being the handling fee for the replacement Personalised On-Loan Octopus, which is waived for Personalised Mobile Octopus.

After you have successfully reported the loss of your Personalised Octopus or Octopus with AAVS or Linked Octopus, we will stop its usage. For security reasons, the lost Octopus cannot be used afterwards even if it is retrieved. If the lost card is found after reporting loss, please cut it into halves or return it to any MTR Customer Service Centre.

Under normal circumstances, you can bring the Octopus to the nearest Customer Service Centre if you find it within MTR premises; or the nearest police station if you find it outside MTR premises. The relevant parties will then follow the established procedures for handling lost property.

When a lost card is returned to Octopus Cards Limited, while it is an on-Loan Personalised Octopus or an Octopus registered with AAVS, we would arrange refund of the deposit and the remaining value (if any) to the cardholder. If it is a sold Octopus (such as Octopus Ornament) registered with AAVS or a sold Personalised Octopus, we would contact the cardholder to arrange the return of the Octopus. In case of it is an anonymous Octopus, the remaining value and deposit (if any) will be kept for claim from the cardholder upon providing the proof of ownership, such as Octopus transaction receipt.