FAQ

If your mobile device is lost or malfunctioned, you can log into your Octopus Wallet with another mobile device, and continue using your Octopus UnionPay Card. If you don't have another mobile device, you can disable your Octopus UnionPay Card and temporarily stop the payment function by filling in the Disable Octopus UnionPay Card form.

If you decide to cancel your Octopus UnionPay Card, please contact us for further arrangement.

Please note that after you have cancelled or terminated your Octopus UnionPay Card, it cannot be reactivated.

You may temporarily stop the payment function by filling in the Disable Octopus UnionPay Card form.

If you decide to cancel your Octopus UnionPay Card, please contact us for further arrangement.

Please note that after you have cancelled or terminated your Octopus UnionPay Card, it cannot be reactivated.

You can raise a chargeback request by downloading "Cardholder Dispute Form" and submit the completed and signed form together with relevant supporting documents such as transaction receipt(s) or contact details (Please refer to "Chargeback Mechanism") by mail or email.

If you suspect your Octopus UnionPay Card has been illegally used, you can disable your Octopus UnionPay Card via Octopus App, or cancel your existing Octopus UnionPay Card according to Question 2 above. You can re-apply the Octopus UnionPay Card again. The balance of your Octopus Wallet will not be affected for cancellation & re-application of Octopus UnionPay Card.

If you are dissatisfied with the products or services purchased from a merchant, please contact them directly. OCL, as a payment service provider, is not in a position to intervene, and is not responsible for the performance and quality of products/services offered by the merchants. You are advised to review the merchant's return/refund policies before making a QR code payment to the merchant.

The refund will be credited to your Octopus Wallet directly once we have received the refund instruction by the merchant.