FAQ

"Octopus x PayPay QR Payment in Japan" is a cross-border payment service offered by Octopus Cards Limited in collaboration with Japan’s PayPay, enabled through the HIVEX Network by fintech company TBCASoft. Octopus users can make payments at PayPay’s offline merchants in Japan using the Octopus Wallet and Mobile Octopus.

All verified Octopus Wallet Plus and Pro (Verified) customers are eligible for the service without the need for any application. They can use:

• Octopus Wallet
• Mobile Octopus that is linked to a verified Octopus Wallet

to access the "Octopus x PayPay QR Payment in Japan" service. Please refer to the website for detailed information on eligibility.

Octopus users can freely choose to pay at over millions PayPay offline merchants in Japan using the Octopus Wallet or Mobile Octopus. There is no need to exchange Japanese Yen in advance, and users enjoy preferential foreign exchange rates, without any transaction fee!

This service is currently only available at merchants displaying the PayPay logo. It is not applicable in certain scenarios, such as a small number of taxis, vending machines, or merchants requiring Japanese identity verification (e.g., those selling tickets, securities, funds, virtual currencies, insurance services, or collecting rent) which are marked with the "PayPayマネー" (PayPay Money) icon. Actual availability depends on the merchant’s in-store notice.

Below are the per-transaction limits and daily transaction limits for Octopus Wallet Plus and Pro (Verified), as well as Mobile Octopus linked to a verified Octopus Wallet:

Once a transaction is confirmed, it cannot be canceled. However, merchants may handle refunds at their discretion.

Once a transaction is confirmed, it cannot be canceled. If the merchant agrees to a refund and you receive a "The refund is processing " notification, it means the merchant is processing your refund request. Please wait patiently. Once the refund is completed to your Octopus Wallet or Mobile Octopus, you will receive a refund collection notification. You can check the refund status in the Octopus App directly. You can then collect your refund via the App.

You can view all PayPay-related transaction details by going to the "Travel" section in the Octopus app, tapping "Japan PayPay" under “QR Payments”, and then selecting "Transaction history."

Transaction fees for using the service are waived, giving you even better deals!

This service is only available for offline transactions.

If a timeout message appears, please reopen the PayPay QR Code and pay again.

Please contact the merchant directly for assistance. If unsuccessful, you can fill out the "Octopus x PayPay QR Payment in Japan Dispute Form" and send it to Octopus Cards Limited or email it to omp@octopus.com.hk within 60 days of the transaction.

Dispute applications are not accepted for the following types of transactions:

• Unauthorized transactions: If you suspect a transaction was unauthorized, please contact us first to conduct an account security check.
• Transactions with refunds in progress: If the merchant has already agreed to issue a refund and it is currently being processed, please wait patiently for the refund to be completed.

We will review your application and assist in submitting a dispute request to the relevant merchant in Japan. Should the merchant accept the request, we will notify you of the outcome upon completion of the process and arrange for the refund to be returned to your original payment method. (Octopus Wallet or Mobile Octopus ).

In the event that, upon receipt of our dispute resolution outcome that the merchant has declined the dispute request, and you intend to challenge such outcome, and the amount in dispute is HKD 2,400 or above, you might request us to proceed with formal arbitration within 5 calendar days.

TBCASoft shall act as a third party to facilitate the resolution of the arbitration.

We will first deduct the following fees from your relevant Octopus Wallet. Please ensure that your Octopus Wallet has sufficient balance to cover the arbitration-related fees payable to TBCASoft:

• HK$400 filing fee (non-refundable)
• HK$400 administrative fee

If your arbitration request is successful, we will refund the HK$400 administrative fee to your Octopus Wallet. If your arbitration request is not successful, the administration fee will not be refunded.

Once arbitration is initiated, TBCASoft will provide a preliminary decision to Octopus Cards Limited within 15 days. For complex cases, processing time may be extended.