FAQ

You can delete your Octopus on Android and request an immediate refund via the following channels in Octopus App:

1. Refund to FPS bank account
   • Open Octopus App and tap Octopus on Android card image;
   • Select “Delete and Refund”;
   • Read and accept “Terms and Conditions for refund”;
   • Input Date of Birth and partial HKID (if it is an AAVS-enabled Octopus card);
   • Select “Bank account (via FPS)”;
   • Select “Input FPS registered mobile number”, then input mobile number, select bank name (masked Recipient Name will be displayed) OR;
   • Select “Input bank account number directly”, then select bank name, input Recipient Account Number and Recipient Name;
   • Input email address for refund acknowledgement and further communication;
   • Proceed with Octopus authentication;
   • Octopus on Android will be deleted and the amount will be refunded to your bank account.
2. Refund to Octopus Wallet
   • Open the Octopus App and tap Octopus on Android card image;
   • Select “Delete and Refund”;
   • Read and accept “Terms and Conditions for refund”;
   • Input Date of Birth and partial HKID (if it an AAVS-enabled Octopus card);
   • Select “Octopus Wallet Plus or Pro account” and confirm the refund amount;
   • Proceed with Octopus authentication;
   • Octopus on Android will be deleted and the amount will be refunded to your Octopus Wallet account.

For requesting a refund of Octopus (excluding Personalised Octopus) within 90 days from the date of issue/transfer (which include adding a new Octopus via the Octopus App/Google Wallet*), a handling fee (Short-term Refund Fee) of HK$11 will be charged.

Note: If you cannot find details related to Octopus in Google Wallet, please go to the Octopus App. Aside from the “Find My Device”* feature in Google Wallet, all Octopus functions can be accessed through the Octopus App.

* Google Wallet and “Google Find My Device” are only available on devices that support Google Play Services.

Refund of Octopus on Android is subject to an annual refund limit of HK$5,000 per mobile device.

Refunds to FPS bank accounts and Octopus Wallet are processed immediately. However, in some circumstances, a bank may reject the transaction. We will follow up your refund request by email if it happens.

You need to reapply for the physical Personalised Octopus with Student Status from MTR, and it requires relevant fees and deposits.

You can read and apply MTR Student Travel Scheme via MTR website.

If you did not back up your Octopus on Android or sign out of your Octopus account before you lost your device, you can use Google Find My Device app to secure your device and back up your Octopus on Android remotely. Then, you can restore it in Octopus App on another device.

Alternatively, you can click here to fill in the Report lost application and select:

1. Report lost Octopus, get the refund and replace with an Octopus on Android via Octopus App to continue enjoy the MTR concessionary fares instantly; or
2. Report lost Octopus, get the refund and replace with a physical Octopus (takes 5 working days and requires a non-refundable handling fee of HKD$20); or
3. Report lost Octopus and get the refund only

Please note that there is a handling fee of reporting loss of Mobile Octopus. During the waiting period for the replacement, you will not be able to enjoy the MTR concessionary fares temporarily.

Note: If you cannot find details related to Octopus in Google Wallet, please go to the Octopus App. Aside from the “Find My Device” feature in Google Wallet*, all Octopus functions can be accessed through the Octopus App.

* Google Wallet and “Google Find My Device” are only available on devices that support Google Play Services.

If your mobile device is broken, please call the Octopus Customer Service Hotline on 2266 2222 to issue a replacement of a physical Personalised Octopus with Student Status (takes 5 working days) and arrange of refund (if any). After receiving the physical Personalised Octopus with Student Status, you can transfer it to your new mobile device. During the waiting period for the replacement, you will not be able to enjoy the MTR concessionary fares temporarily.

1. Click "All Actions" under “Quick Actions” in Octopus App Home page.
2. Click "Replace a Personalised Mobile Octopus" under “Help Centre”.
3. Input personal information to verify your identity.
4. Select the Octopus that you have reported lost and requested for replacement.
5. Click "Next".
6. Click "Agree" after reading T&C.
7. New Octopus is added, click "Done".
8. Replacement is completed*. We shall refund the remaining value (if any) of your lost Personalised Octopus after 4 working days via Octopus App.

*Please complete the replacement process within 14 calendar days after requesting for replacement of Personalised Octopus. Otherwise the replacement request will be cancelled and the remaining value (if any) of the lost Personalised Octopus will be refunded to you by cheque.

We shall refund the remaining value (if any) of your lost Personalised Octopus to you via Octopus App 4 working days after you have replaced it. Please follow these steps to collect the refund:

1. Open Octopus App, click "Octopus on Android".
2. Select Octopus, click "Collect" under "PENDING ACTIONS".
3. Transaction in progress.
4. Refund collection is successful, click "Done".
5. Refund amount is added into the Octopus.

In general, you can delete your Octopus on Android anywhere with good network coverage. However, please DO NOT proceed with deleting and refunding for the time being if you are in the following situations.

1. You have entered an MTR gate with the Octopus and have not yet exited
2. You have applied to renew the MTR Student Travel Scheme, but it is not yet activated
3. You have entered a car park with the Octopus and have not yet exited
4. You have taken the 1st ride with the Octopus and would like to enjoy the interchange discount scheme*
5. You have got on the light rail train, but not exited and/or would like to enjoy the light rail and bus interchange discount*

*You may delete and refund your Octopus on Android, but you will not be able to enjoy the interchange discount if your Octopus on Android is deleted.

No. Please DO NOT perform any factory reset on your device or remove the Octopus App before backing up your Octopus on Android, if you wish to use the same Octopus on Android once you install the app again.

In case you have deleted your Octopus on Android without backing up first, you may apply for a refund of deposit and remaining value of your Octopus on Android with the online refund application form on our website.

Yes. Since an Octopus account is required when you add a new Octopus on Android, you can use your Octopus Wallet account and the Octopus number to apply for a refund with our online refund application form.

If your device is malfunctioned or broken, please contact Octopus Customer Service Hotline at 2266 2222.