Customer Service
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OKRefund Procedures
If you hold a Standard On-Loan Octopus, you can return it to any Customer Service Centre at any MTR station to get the refund of the deposit and the remaining value, if any, on the Octopus. For any refund handled at MTR Customer Service Centre, you can collect the refund either through reloading directly into another Octopus, Octopus on iPhone or Apple Watch, Huawei Pay Octopus, Smart Octopus in Samsung Pay or in cash. A Handling Fee of HK$11 or 1% of any remaining value, whichever is higher, for any such Octopus returned if it meets any one or more of the following criteria:
- if its remaining value exceeds HK$1,000; and/or
- if it is returned within 90 days from the date of issue; and/or
- if such Octopus has only been used for five (5) payment transactions or less from the date of issue (excluding any bill payment transaction or donation transaction)
A refund handling fee of HK$10 will be levied for Personalised Octopus. This charge will be waived if the Personalised Octopus was issued before 1 November 2004.
For further information please click here.
You can seek assistance at any MTR Customer Service Centre. If your On-Loan Octopus (including both Standard and Personalised Octopus) cannot be immediately reactivated, it will be sent back to Octopus Cards Limited, and we will arrange refund. If the refund needs to be arranged by cheque to an overseas address, a USD bank draft will be issued and there will be charges levied by the bank. The handling procedures of Sold Octopus are subject to the terms and conditions provided upon sale of such Octopus.
If your Octopus on iPhone or Apple Watch, Huawei Pay Octopus or Smart Octopus in Samsung Pay is not working, please contact us for assistance.
It is our policy not to grant high value refunds at stations. If the remaining value of your Octopus is HK$500 or above, please hand it over to the MTR Customer Services Centres and it will be returned to Octopus Cards Limited for processing. We will notify you of the refund arrangement within 9 working days. At most cases, it will be refunded by cheque.
This is a time-consuming process at station level. We need to centrally process the bulk return of Octopus in order not to cause inconvenience to other customers.
An Octopus with malicious damage such as serious delaminating, bending, cutting, breaking, graffiti or attachment of stickers or photos cannot be recycled or reused. We need to levy the charge because if the damaged card is a Standard On-Loan Octopus, it cannot be recycled for future use. And if it is a Personalised Octopus, a replacement card needs to be produced for the cardholder.
If you hold a Standard On-Loan Octopus, you can return it to any Customer Service Centre at any MTR station to get the refund of the deposit and the remaining value, if any, on the Octopus. A Handling Fee of HK$11 or 1% of any remaining value, whichever is higher, for any such Octopus returned if it meets any one or more of the following criteria:
- if its remaining value exceeds HK$1,000; and/or
- if it is returned within 90 days from the date of issue; and/or
- if such Octopus has only been used for five (5) payment transactions or less from the date of issue (excluding any bill payment transaction or donation transaction)
The Octopus holder's family member or a third party is required to return the Octopus and complete a request form at any MTR Customer Service Centre for refund arrangement, and submit photocopies of the following documents to our office by post or email: (1) the probate, (2) the death certificate, (3) the HKID card of the cardholder; and (4) the HKID card of the family member or the third party.
Address: | Octopus Cards Limited, 46/F., Manhattan Place, 23 Wang Tai Road, Kowloon Bay, Kowloon, Hong Kong. |
Email Address: | customerservice@octopus.com.hk |
If you are a Personalized Octopus holder or an AAVS user, you have to inform us of your name change by submitting (1) the change of name deed, and (2) a copy of your HKID with your new name. Please send the request along with the above mentioned documents to our office by post or email.
Address: | Octopus Cards Limited, 46/F., Manhattan Place, 23 Wang Tai Road, Kowloon Bay, Kowloon, Hong Kong. |
Email Address: | customerservice@octopus.com.hk |