FAQ

The Octopus Service Points are located at designated MTR stations and shopping malls and provide the following services:

• Replace your On-Loan or Sold Octopus
• Check your Octopus' remaining value and the latest transaction records
• Upgrade stored value limit
• Collect incomplete transaction or other refund and bonus (if any) onto your Octopus
• Check the status of your Octopus and reactivate Inactive Octopus and Inactive Mobile Octopus
• Complete registration of Octopus in Octopus App
• Collect public transport fare subsidy or consumption voucher
• Enquire 2022 Consumption Voucher Summary

The Octopus Service Point offers a wide and expanded array of integrated services for Octopus users to replace their First Generation On-loan Octopus, check their Octopus' remaining value and latest transactions records. Additionally, Octopus cardholders can collect incomplete transaction refund (if any) onto their cards.

On the other hand, the existing Octopus Enquiry Machines at MTR stations mainly provide checking service for the remaining values and latest transaction records on the Octopus.

Press "Transaction Refund" on the main menu, then tap their cards on the reader of the Octopus Service Points. When incomplete transaction records are detected on the system, automatic refund of the involved amount will be made to the card immediately.

Incomplete transactions occur as a result of customers removing their Octopus from the readers too quickly before completion of the transactions, or when one Octopus and another Octopus or contactless smart card are simultaneously presented to the same reader, while the Octopus being used is not re-tapped on the same reader again quickly to complete the payment. As such, despite the transaction amount may have been deducted from the card, the cashier may still regard the transaction as unsuccessful and ask the customer to pay by other means. It is also possible that the cashier may not be aware of the error message or sound when an incomplete transaction occurs, and continues to render the services or confirm the purchases. Incomplete transactions do not necessarily equate to overpayment by cardholders.

Under normal circumstances, customers can receive the incomplete transaction refund at our Octopus Service Points within two weeks from the date of transaction, if we receive no claim from the merchant concerned with that particular incomplete transaction.

Under normal circumstances, the refund will be settled with the customers within two weeks if there is no claim from the merchant concerned with that particular incomplete transaction.

You may check the records on your Octopus at the Octopus Enquiry Machines at MTR stations or download the Octopus App on your mobile device to check the remaining value, latest transaction records or collect incomplete transaction refunds. Please visit https://www.octopus.com.hk/en/consumer/mobile-payment/octopus-app/about/index.html for details.

To avoid the occurrence of incomplete transactions, customers should hold their Octopus over the Octopus reader until the transaction is completed with the "dood" sound emitted, transaction amount and remaining value shown on the screen. If the reader still has no response, please check if your Octopus is placed together with another Octopus or contactless smartcard. To avoid incomplete transaction from occurrence, customers are recommended to place the contactless smartcards separately or simply take out the Octopus to tap for payment.

In addition, both the merchants and customers should also pay attention to the "dood" sound and remaining value on the reader's screen which signals the transaction as unsuccessful. Customers should re-tap the same Octopus to the same reader again to complete the transaction.

We will continuously step up our educational efforts to enhance public awareness about incomplete transactions and preventive measures. These will be done by means of regular information updates on our website, and the active use of various public education tools including user guide, leaflet, card back reminder message, Octopus newsletter, media advertisement and publicity. In addition, we will also conduct regular merchant training for their proper use of Octopus and handling of incomplete transactions.