Getting a Refund
Refund procedures depend on the type of Octopus you have.
Please note: Customers are reminded to use up all their Rewards$ before they demand a refund because once they get the refund, their Reward$ cannot be recovered.
*Only the remaining value, if any, on a Sold Octopus can be refunded. This service does not apply to the cost of the Octopus itself. Once refunded, the Sold Octopus can no longer be used.
For On-Loan Octopus (both Standard and Personalised Octopus), please go to any MTR Customer Service Centre to apply for a refund of your remaining value.
If an On-Loan Octopus is damaged, it will be sent back to Octopus Cards Limited for refund processing. Refund amount will be based on your remaining value, if any, and your HK$50 deposit, if applicable, minus a fee of HK$30.
If the remaining value is HK$500 or more, it will be returned to Octopus Cards Limited for processing. We will notify you of the refund arrangement within 9 working days.
If the remaining value is less than HK$500, you will receive an on-the-spot refund of your HK$50 deposit (applicable to Standard On-Loan Octopus only) and the remaining value, if any.
Your Octopus is issued to you for your regular use. If your On-Loan Adult Octopus is issued on or after 1 October 2017, and has not had any value added or payment transaction for three years, it will become an Inactive Octopus and you may have to pay the Inactive Octopus Administrative Fee. If you no longer need it, please return it to us and collect the deposit and remaining value (if any) to avoid the Inactive Octopus Administrative Fee.
If your lost Octopus is neither a Personalised Octopus nor an Octopus linked with the Automatic Add Value Service, please complete the "Found Octopus Enquiry / Refund Request" to enquire whether your Octopus has been found and returned to us. Please fax the completed form to us along with valid supporting documents such as transaction receipt(s). We will follow up with you by phone within 7 working days.
Cross Border Octopus
Each Cross Border Octopus carries a separate e-purse for Octopus and the third party operator issuing the card. Cancelling the card and obtaining a refund of any remaining value requires a visit to both an MTR Customer Service Centre for Octopus and to the third party operator's office.
If the remaining value in the Octopus e-purse is HK$500 or more, the card will be returned to Octopus Cards Limited for processing and a notification letter will be mailed to you within 9 working days. Please bring the notification letter to any MTR Customer Service Centre within 60 days to collect the remaining value from the Octopus e-purse. The Octopus will also be returned to you.
Afterwards, you should contact the third party operator to arrange a refund of their e-purse. For more information on this process, please visit the third party’s website or contact their customer service hotline.
Once a Cross Border Octopus is refunded, it can no longer be used. The initial cost of the Cross Border Octopus cannot be refunded.
Octopus Mobile SIM
If the remaining value of the Octopus Mobile SIM is less than HK$500 and it is functioning properly, you can receive an on-the-spot refund at any MTR Customer Service Centre. If the Octopus Mobile SIM has malfunctioned or the remaining value is HK$500 or more, please click here to cancel the Octopus Mobile SIM using our online form.
Octopus on Apple Pay / Smart Octopus in Samsung Pay
Octopus on Apple Pay
If you have lost your mobile device, you can go to Apple ID account page or use Find My iPhone to remove the Octopus in the device. Afterwards, please login iCloud with another eligible mobile device to retrieve your Octopus anytime.
This form is only applicable to cardholder of Personalised Octopus, Octopus linked to Automatic Add Value Service (AAVS) or registered in Octopus App already, and also under the following conditions:
- Your Octopus is already removed from Apple Wallet and cannot be retrieved;
- Your Octopus has malfunctioned;
- Your Octopus has been removed or suspended and you have decided not to restore it on another compatible mobile device.
Please click here to get a refund using our online form.
Refund of Octopus on Apple Pay may be subjected to charges, please click here for details.
Smart Octopus in Samsung Pay
If you would like to delete or you have lost your Smart Octopus in Samsung Pay (not a Personalised Smart Octopus in Samsung Pay or without Automatic Add Value Service) and you have provided refund information when you registered Smart Octopus in Samsung Pay, please click here to get a refund using our online form.
Refund of Smart Octopus in Samsung Pay may be subjected to charges, please click here for details.
- Standard Octopus:
A Handling Fee of HK$11 or 1% of any remaining value, whichever is higher, for any such Octopus returned if it meets either one or both of the following criteria:
- its remaining value exceeds HK$1,000, and/or
- it is returned within 90 days from the date of issue
- Personalised Octopus: HK$10
If your Octopus has been damaged or altered: HK$30
(Includes damage or alteration through delaminating, bending, cutting, breaking, graffiti or attachment of stickers or photos)