FAQ

Top 10 FAQ

1. Why does Octopus Cards Limited not accept the reporting of a lost Standard On-Loan Octopus?
2. Why do customers need to bear the liability of any usage and add-value transactions within six hours after successfully reporting the loss of an Octopus with AAVS or a Personalised Octopus?
3. How can I change my AAVS from Bank A to Bank B?
4. Can I apply for AAVS for several Octopus using the same credit card account or different credit card accounts at the same financial institution?
5. Is there any application fee for a new Personalised Octopus?
6. How will I be able to check my Reward$ balance?
7. Can I recover my Reward$ if my Octopus is lost or not working?
8. Can I transfer Reward$ to another Octopus?
9. How can the transaction records and remaining value of the Octopus be checked?
10. If I do not use my Octopus for some time, will it still work?

1. Why does Octopus Cards Limited not accept the reporting of a lost Standard On-Loan Octopus?

   A Standard On-Loan Octopus is transferable and valid for use by anyone. Our system does not hold any information about the holder for tracking the lost Standard On-Loan Octopus. The Lost Octopus Reporting Service is offered only to Automatic Add Value Service (AAVS) users and Personalised Octopus holders.

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2. Why do customers need to bear the liability of any usage and add-value transactions within six hours after successfully reporting the loss of an Octopus with AAVS or a Personalised Octopus?

   Octopus is operated in an offline mode to ensure fast and convenient service for customers, and it takes time to send files separately to all front-line processors to stop the use of the Octopus.

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3. How can I change my AAVS from Bank A to Bank B?

   The transfer of authorised debit account from one financial institution to another can be done without cancelling the AAVS. Simply complete and submit an application form to the newly designated financial institution. There is a handling fee of HK$20 for financial institution switching, which will be deducted by the newly designated financial institution once the application is approved.

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4. Can I apply for AAVS for several Octopus using the same credit card account or different credit card accounts at the same financial institution?

   For yourself, you can apply for AAVS for up to a maximum of three Octopus through three different financial institutions. You can also apply for AAVS for up to three family members, friends or relatives aged 12 or above. Please enquire at your financial institution or Octopus Customer Service Hotline on 2266 2222 for details.

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5. Is there any application fee for a new Personalised Octopus?

   The upfront payment for a Personalised Octopus is HK$100 which includes a refundable deposit of HK$50, an initial stored value of HK$30 and a handling fee of HK$20.

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6. How will I be able to check my Reward$ balance?

   Your updated Reward$ balance will be shown on the payment receipt issued by our partners. You may also check your Reward$ balance by presenting your Octopus at any Octopus Rewards Station or using Octopus PC Reader Service to check if you have an Octopus PC Reader.

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7. Can I recover my Reward$ if my Octopus is lost or not working?

   IF YOU LOSE A PERSONALISED OCTOPUS OR AN OCTOPUS LINKED WITH AUTOMATIC ADD VALUE SERVICE (AAVS) -
   

   You should call the 24-hour Lost Octopus Reporting Hotline on 2266 2266 to report the loss immediately in order to safeguard your Octopus Reward$.

   To continue enjoying Octopus Rewards, you can simply register a new Octopus through our Octopus Rewards Customer Hotline on 3690 1313. After the 5th day of the registration, activate your newly registered Octopus at any Octopus Rewards Station.

   To recover the remaining Reward$ on your lost Octopus, from the 7th day to 21st day after the lost Octopus was successfully reported, you will need to register your new Octopus through our Octopus Rewards Customer Hotline on 3690 1313 for Reward$ recovery. You can collect your recovered Reward$ any time within 30 days from the date of registering your new Octopus. Uncollected Reward$ will be forfeited without notice. Find out more

   IF YOU LOSE A STANDARD OCTOPUS OR SOLD OCTOPUS NOT LINKED WITH AUTOMATIC ADD VALUE SERVICE (AAVS) -

   The Reward$ as recorded on your Membership Octopus will be forfeited.

   To continue enjoying Octopus Rewards, you can simply register a new Octopus through our Octopus Rewards Customer Hotline on 3690 1313. After the 5th day of the registration, activate your newly registered Octopus at any Octopus Rewards Station

   IF YOUR OCTOPUS IS NOT WORKING

   In the event that your Octopus malfunctions, please call the Octopus Rewards Customer Service Hotline on 3690 1313 for assistance regarding Reward$ recovery.

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8. Can I transfer Reward$ to another Octopus?

   No. Reward$ on an Octopus cannot be transferred to another Octopus except in the case of a malfunctioning Octopus or the loss of a Personalised Octopus or an Octopus linked with Automatic Add Value Service (AAVS).

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9. How can the transaction records and remaining value of the Octopus be checked?

   Every time you use your Octopus, the transaction amount and the remaining value will be shown on an Octopus reader or on a printed receipt. You can check the remaining value and the date, amount and type of service provider of the last 10 transactions via the Octopus Enquiry Machines free of charge at any MTR station. The remaining value can also be checked via some designated AEON ATMs installed with Octopus readers (for AEON customers only).

   In addition, you can request a print-out of your last 10 transactions at an MTR Customer Service Centre, or any outlet of 7-Eleven or Circle K throughout Hong Kong at a fee of HK$3 charged by these service providers.

   If you have an Octopus PC Reader, you can check the following types of information online:

   • The last 10 Octopus transaction records, i.e. transaction amount by Octopus and cash reload records;
   • Octopus auto reload amount (applicable to Octopus Automatic Add Value Service users only);
   • Octopus Reward$ balance (applicable to Octopus Rewards member only);
   • Other information, e.g. enquiry date and time, last reload date either by AAVS or cash

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10. If I do not use my Octopus for some time, will it still work?

    If you have not added value to your Octopus for 1,000 days or above, your Octopus will be deactivated. You can go to any Customer Service Centre at MTR stations to have it reactivated free of charge.

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About Octopus

1. What is Octopus?
2. Where can Octopus be used?
3. Where can I get an Octopus?
4. If I do not use my Octopus for some time, will it still work?
5. Can an Octopus still be used if the amount on it is not enough for that transaction?
6. How can I know the concessionary offers of public transport companies to Octopus users?
7. Where can I get the Conditions of Issue of Octopus?

1. What is Octopus?

   Each Octopus card or product contains a built-in microchip with your payment information. With a simple 'touch' of your Octopus at a processing machine, our payment system automatically deducts the correct amount. There is no longer any need to carry coins.

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2. Where can Octopus be used?

   Octopus is now widely accepted by major transport operators, retail shops, parking facilities, self-service kiosks, leisure facilities and schools. Find out more.

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3. Where can I get an Octopus?

   • For an On-Loan Octopus, you can get a Standard Octopus or apply for a Personalised Octopus at MTR Customer Service Centres and designated Customer Service Centres of major public transport operators (Click here for details).
   • Octopus Ornaments and Limited Edition Octopus are available at designated retail outlets as announced from time to time.
   • Apply to the bank directly for a Bank Issued Octopus. Find out more.
   • Licensed Octopus products are available from designated outlets and sales channels of Licensees. Find out more.

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4. If I do not use my Octopus for some time, will it still work?

   If you have not added value to your Octopus for 1,000 days or above, your Octopus will be deactivated. You can go to any Customer Service Centre at MTR stations to have it reactivated.

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5. Can an Octopus still be used if the amount on it is not enough for that transaction?

   If the remaining value on an Octopus is positive (eg HK$0.1 or above) but insufficient to cover the payment of a particular transaction, the Octopus can still be used provided the resulting negative value does not exceed HK$35. The Octopus cannot be used if the remaining value is zero or negative prior to the transaction.

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6. How can I know the concessionary offers of public transport companies to Octopus users?

   Transport fares and concessions are decided by transport companies. Please contact the relevant transport companies for assistance.

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7. Where can I get the Conditions of Issue of Octopus?

   You can download the Conditions of Issue of Octopus, or get a copy from any MTR Customer Service Centre.

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Octopus Types

1. What is the difference between an On-Loan Octopus and a Sold Octopus?
2. What types of Sold Octopus are available?
3. Why is there a deposit of HK$50 for an On-Loan Octopus?
4. How is the deposit paid?
5. What is the age limit for using a Child Octopus?
6. What is the age requirement for using an Elder Octopus?
7. How do I apply for an MTR Airport Staff Octopus?
8. What types of Octopus are available for tourists during their stay in Hong Kong?

1. What is the difference between an On-Loan Octopus and a Sold Octopus?

   An On-Loan Octopus is an Octopus we lend to you, requiring a deposit of HK$50. Sold Octopus are encoded with no deposit and no initial stored value (unless otherwise specified). On-Loan Octopus are refundable subject to a handling fee of HK$7 within three months of use. Sold Octopus with special graphics are non-returnable but any remaining value is refundable. Find out more.

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2. What types of Sold Octopus are available?

   • Octopus Ornaments and Limited Edition Octopus are offered from time to time. Both types of Sold Octopus have no deposit and no initial stored value (unless otherwise specified). An Octopus Ornament is a fully functioning Octopus and a fashionable ornament. Limited Edition Octopus are printed with special graphics and issued in limited editions. Like any other Octopus, both Octopus Ornaments and Limited Edition Octopus can have a maximum stored value of HK$1,000.
   • Licensed Octopus products by Octopus product licensees are also available for your selection.
   • We also custom-make Octopus for Corporations as premium gifts, membership cards, marketing tools or access control devices. They are not for re-sale purposes.

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3. Why is there a deposit of HK$50 for an On-Loan Octopus?

   The HK$50 deposit covers the HK$30 Octopus cost and the negative value provision of up to HK$35. The deposit is refundable at any time when the Octopus is returned in good physical and electronic condition.

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4. How is the deposit paid?

   When an On-Loan Octopus is obtained, the deposit is included in the price. For Personalised Octopus, the deposit is included in the application fee.

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5. What is the age limit for using a Child Octopus?

   At present, children aged 3 and below 11 are eligible to use a Child Octopus for travelling on MTR, KMB, Citybus, New World First Bus and New World First Ferry. Please check with the transport service operators for details.

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6. What is the age requirement for using an Elder Octopus?

   At present, customers who reach the age of 65 or above are eligible to use an Elder Octopus for travelling on MTR, KMB, New World First Bus and New World First Ferry. The age limit is lowered to 60 or above for customers on Citybus and Kwoon Chung Bus. Please check with the transport service operators for details.

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7. How do I apply for an MTR Airport Staff Octopus?

   If you are required to report for duty at Hong Kong International Airport, you can apply for an MTR Airport Staff Octopus through your company.

   If you have resigned, or are no longer required to work in the Airport, you are not eligible to use the Staff Octopus, and must return it to the MTR through any MTR station along the Airport Express Line. The MTR will then arrange a refund for you. Please contact the MTR for details.

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8. What types of Octopus are available for tourists during their stay in Hong Kong?

   The Airport Express Travel Pass and Standard On-Loan Octopus (Child, Adult, Elder) are available for tourists.

   Please visit the MTR website for details of Airport Express Travel Pass or click here for details of On-Loan Octopus.

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Personalised Octopus

1. If I apply for a Personalised Octopus, what can I do with my Standard On-Loan Octopus?
2. What kind of photo is needed if I want my photo on my Personalised Octopus?
3. How long will it take before I receive a Personalised Octopus after my application?
4. How do I apply for a Personalised Octopus with student status?
5. How do I cancel my Personalised Octopus?
6. If I want my Personalised Octopus transaction records printed, do I need to pay a fee?
7. Is there any application fee for a new Personalised Octopus?
8. Which identification document is required for Personalised Octopus application?

1. If I apply for a Personalised Octopus, what can I do with my Standard On-Loan Octopus?

   You may keep the Standard On-Loan Octopus for spare use. Otherwise, you may get a refund at any MTR Customer Service Centre. If the Standard Octopus has been used for less than three months, you will have to pay a refund handling fee of HK$7.

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2. What kind of photo is needed if I want my photo on my Personalised Octopus?

   Please provide a passport-size photo of the Personalised Octopus holder. Colour photo is preferred as it will have a better result.

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3. How long will it take before I receive a Personalised Octopus after my application?

   You can get the Octopus on the 14th calendar day counting from the submission date of your application. It should be collected where you submitted the application, unless specified otherwise.

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4. How do I apply for a Personalised Octopus with student status?

   Students can apply for it through their schools or through MTR Customer Service Centres at designated stations.

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5. How do I cancel my Personalised Octopus?

   You can simply return the Personalised Octopus through any MTR Customer Service Centre. You have to pay a fee of HK$10 for the return of your Personalised Octopus. However, the fee is waived if your Octopus was issued before 1 November 2004 and has been in use for more than five years. Find out more.

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6. If I want my Personalised Octopus transaction records printed, do I need to pay a fee?

   You can go to any MTR Customer Service Centre, 7-Eleven or Circle K outlet to request printing of the latest 10 transactions for HK$3 (charged by these service providers). If you want to print the most recent 40 transactions, you can contact Octopus Cards Limited, and pay HK$100 for the transaction-record printing service. For records other than the most recent 40 transactions, HK$100 will be charged for every four consecutive-day transactions.

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7. Is there any application fee for a new Personalised Octopus?

   The upfront payment for a Personalised Octopus is HK$100 which includes a deposit of HK$50, an initial stored value of HK$30 and a handling fee of HK$20.

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8. Which identification document is required for Personalised Octopus application?

   For adults, we only accept HKID and passport for Personalised Octopus application. For children aged below 11, we only accept birth certificate or passport. We do not accept any other identification document such as a two-way permit.

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Licensed Octopus Products

1. What is a licensed Octopus product?
2. How do I add value to a licensed Octopus product?
3. When the warranty period has expired, can customers still return the licensed Octopus products for repair?
4. Where can I get after-sales customer service for product repair and maintenance?
5. Can I ask for a refund of the remaining stored value in a licensed Octopus product?
6. Are the costs of the licensed Octopus products refundable?
7. Can AAVS be linked with licensed Octopus products?

1. What is a licensed Octopus product?

   A licensed Octopus product is a product manufactured by Octopus product licensees which contains a mini silicon chip that makes the product both a fully functioning Octopus and a fashionable accessory. A licensed Octopus product does not carry any deposit and can be reloaded at any time. Similar to other Octopus products, licensed Octopus products can have a maximum stored value of HK$1,000.

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2. How do I add value to a licensed Octopus product?

   As with other Octopus, customers can add value to a licensed Octopus product with cash at any MTR Customer Service Centre or designated retailer throughout Hong Kong. Customers can also apply to selected financial institutions to link any Octopus products with the Automatic Add Value Service (AAVS).

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3. When the warranty period has expired, can customers still return the licensed Octopus products for repair?

   Octopus will not undertake any repair for licensed Octopus products. However, the remaining value on malfunctioning Octopus products, if any, can be refunded at any MTR Customer Service Centre. The malfunctioning Octopus products will be returned to the customers after refund.

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4. Where can I get after-sales customer service for product repair and maintenance?

   After-sales customer services are offered by Octopus Product licensees. You can find their contact information such as customer hotline on the product packaging, or click here.

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5. Can I ask for a refund of the remaining stored value in a licensed Octopus product?

   Yes, you may bring your licensed Octopus product to Octopus Cards Limited, 18/F 148 Electric Road, North Point, Hong Kong for refund processing. Octopus Cards Limited will disable the Octopus function permanently and refund to you any remaining value on your Octopus. Once your licensed Octopus product is disabled, it cannot be subsequently reactivated.

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6. Are the costs of the licensed Octopus products refundable?

   No, the licensed Octopus products are non-refundable. Only the remaining stored value therein can be refunded, but the Octopus function will be disabled permanently after refund. The sales agent can offer exchange of malfunctioning licensed Octopus products during the warranty period.

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7. Can AAVS be linked with licensed Octopus products?

   Yes, it can.

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Automatic Add Value Service (AAVS) & Other Reloading Methods

1. How can value be added to an Octopus?
2. Which types of Octopus can be linked with the Automatic Add Value Service (AAVS)?
3. How can I apply for AAVS?
4. Can I apply for AAVS for more than one Octopus?
5. I have already applied for AAVS. Why can't my existing Octopus be used for auto reload?
6. Why has my AAVS application been rejected?
7. Why does AAVS only reload once each day?
8. How can I settle the payment on my rejected AAVS transaction?
9. How can I change my AAVS from Bank A to Bank B?
10. Can I apply for AAVS for several Octopus using the same credit card account or different credit card accounts at the same financial institution?
11. How can I cancel the AAVS?
12. Is there a fee for cancelling AAVS?
13. How can I apply for student status on an Octopus and can I include student status on an Octopus linked with AAVS?
14. Where can I get an Octopus Automatic Add Value Agreement?
15. Can I apply to change the auto reload amount from HK$250 to HK$500, or vice versa?
16. My existing Octopus has an auto reload amount of HK$250. Can I apply for an auto reload amount of HK$500 for another Octopus for myself? Is there a handling charge?
17. What happens if I apply for AAVS for up to three Octopus after previously cancelling the service? Is there any charge involved?
18. Under what circumstances will there be a charge for AAVS application?

1. How can value be added to an Octopus?

   You may add value to your Octopus with cash up to a maximum of HK$1,000 at designated Octopus service providers, including major transport service operators and retail outlets accepting Octopus.

   Alternatively, you can use the Automatic Add Value Service (AAVS) for all types of Octopus. When the stored value on the Octopus reaches zero or a negative value, or when the remaining value plus the maximum negative value (HK$35) is insufficient to pay for the deduction amount, an amount of HK$250/HK$500 (customers have to pre-select the standard auto-reload transaction amount upon application) will be automatically added to your Octopus by the Octopus processor, and deducted from your designated credit card account. Each Octopus can be automatically reloaded only once per day.

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2. Which types of Octopus can be linked with the Automatic Add Value Service (AAVS)?

   AAVS can be linked with all types of Octopus.

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3. How can I apply for AAVS?

   To apply for AAVS, you must be aged 18 or above and have a designated credit card issued by a participating financial institution. You can apply for AAVS for up to a maximum of three Octopus through three different financial institutions. In addition, you can also apply for three AAVS with different Octopus for up to three family members, friends or relatives aged 12 or above.

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4. Can I apply for AAVS for more than one Octopus?

   You can apply for AAVS for up to three Octopus through three different financial institutions.

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5. I have already applied for AAVS. Why can't my existing Octopus be used for auto reload?

   There are two possible causes:

   1. The application has not yet been approved by the financial institution.

      Note: The financial institution will issue a notification letter with instructions for activation of the AAVS upon approval of your AAVS application.

   2. AAVS for the Octopus is not yet activated.

      Note: After you have received the notification letter, you should bring the letter and the Octopus to any MTR Customer Service Centre to activate AAVS on your Octopus. If you have an Octopus PC Reader, you can activate the service through Octopus PC Reader Service at our website.

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6. Why has my AAVS application been rejected?

   There can be several reasons:

   1. The application form is not properly filled out, or the financial institution has rejected the application. Please enquire at the financial institution or contact the Octopus Customer Service Hotline on 2266 2222.

   2. You may already have an existing Octopus linked with AAVS through the same financial institution.

      Note: You may apply for AAVS for up to three Octopus through three different financial institutions.

   3. Some financial institutions may require that the primary credit cardholder also holds an AAVS account at the same bank.

      Note: If the AAVS application is made through a supplementary credit card, please enquire at the financial institution for the specific terms and conditions.

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7. Why does AAVS only reload once each day?

   For your protection, each Octopus linked with AAVS can only be automatically reloaded once a day. In case there is not enough value on your Octopus, you can consider reloading your Octopus with cash.

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8. How can I settle the payment on my rejected AAVS transaction?

   If an instruction is received from the financial institution that the AAVS transaction cannot be carried out, or autopay is not allowed from the designated account, your Octopus linked with AAVS will be suspended from use. The outstanding amount should then be paid immediately at any MTR Customer Service Centre. MTR staff will reactivate the Octopus after the outstanding amount has been paid.

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9. How can I change my AAVS from Bank A to Bank B?

   The transfer of authorised debit account from one financial institution to another can be done without cancelling the AAVS. Simply complete and submit an application form to the newly designated financial institution. There is a handling fee of HK$20 for financial institution switching. The handling fee will be deducted by the newly designated financial institution once the application is approved.

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10. Can I apply for AAVS for several Octopus using the same credit card account or different credit card accounts at the same financial institution?

    You can apply for AAVS for up to a maximum of three Octopus through three different financial institutions. You can also apply for AAVS for up to three family members, friends or relatives aged 12 or above. Please enquire at your financial institution or Octopus Customer Service Hotline on 2266 2222 for details.

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11. How can I cancel the AAVS?

    Cancellation can be made by calling the Octopus Customer Service Hotline on 2266 2222. Upon receipt of your cancellation request, we will send an authorisation letter for de-activating the AAVS function on your Octopus. Please bring the letter and the Octopus to any MTR Customer Service Centre within 7 calendar days to deactivate the AAVS function on your Octopus

    Note: Cancellation of AAVS must be made by the Octopus user, and not the credit card holder.

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12. Is there a fee for cancelling AAVS?

    It is free of charge. A HK$20 handling fee will be charged only if you re-apply for AAVS. You may continue to use the Octopus in the normal way after cancellation.

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13. How can I apply for student status on an Octopus and can I include student status on an Octopus linked with AAVS?

    The student must be aged between 12 and 25 for you to apply for a Personalised Octopus with student status through schools or at an MTR Customer Service Centre at designated stations. You can apply for AAVS for the Personalised Octopus with student status through a participating financial institution.

    Note: If the applicant is below the age of 18, the application must be made by a parent or guardian.

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14. Where can I get an Octopus Automatic Add Value Agreement?

    You can click here to obtain the Automatic Add Value Agreement.

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15. Can I apply to change the auto reload amount from HK$250 to HK$500, or vice versa?

    You can simply contact your bank or credit card issuing company to change the auto reload amount if HK$500 auto reload option is currently offered. Upon approval of your application, the bank or credit card issuing company will then issue a notification letter. You may activate the change at any MTR Customer Service Centre or via Octopus PC Reader Service at our website.

    This activation service is free of charge. Click here to check on auto reload options available from bank or credit card issuing companies.

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16. My existing Octopus has an auto reload amount of HK$250. Can I apply for an auto reload amount of HK$500 for another Octopus for myself? Is there a handling charge?

    As it is not possible to link more than one Octopus with the same financial institution, your second application must be made at a different financial institution that provides an auto reload option of HK$500.

    If you are currently using AAVS on your Octopus and would like to apply for AAVS to be linked to a second or third Octopus, there will be no fee for such application. Note: This applies only if no prior application for AAVS has been made on the Octopus.

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17. What happens if I apply for AAVS for up to three Octopus after previously cancelling the service? Is there any charge involved?

    There is a handling fee of HK$20 for reactivation of AAVS following suspension or cancellation. Once you become an AAVS account holder, there will be no fee for linking AAVS to a second or third Octopus.

    Note: Applications are free of charge only if no prior application for AAVS has been made on the Octopus.

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18. Under what circumstances will there be a charge for AAVS application?

    The service is free for first-time applicants. There is a handling fee of HK$20 for switching financial institution or service re-activation. The handling fee will be deducted from the account by the newly designated financial institution.

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Join the Octopus Rewards Programme

1. What is Octopus Rewards?
2. What is the difference between the existing functions of my Octopus and Octopus Rewards?
3. Will I need to get another Octopus in order to join Octopus Rewards?
4. How do I sign up for Octopus Rewards?
5. If I am already a Personalised Octopus holder or an Automatic Add Value Service (AAVS) user, do I need to register for the Octopus Rewards programme to enjoy the benefits?
6. Who is eligible for Octopus Rewards?
7. Why do I need to provide my personal information and the number of my existing Octopus when applying?
8. Can I use my nickname when I register for Octopus Rewards?
9. Why do I need to provide my email address when I register for the Octopus Rewards programme?
10. Is it possible to register more than one Octopus for Octopus Rewards?
11. The Octopus Reward$ balance listed on the e-newsletter does not match with that of the Octopus I am currently using. Why?

1. What is Octopus Rewards?

   Octopus Rewards is a programme managed and operated by Octopus Rewards Limited (ORL) with the aim of providing added benefits and offers relevant to everyday life.

   Once successfully registered as an Octopus Rewards member, you will be able to earn and redeem Reward$ at our Rewards partner outlets.

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2. What is the difference between the existing functions of my Octopus and Octopus Rewards?

   Your Octopus can be used as a means of payment on virtually all Hong Kong's public transport systems and is also welcome at many retail merchants.

   Octopus Rewards is an innovative programme through which members can earn instant Reward$ from their daily spending with our Octopus Rewards partners regardless of the payment means. They can then redeem those Reward$ next time they go shopping at these Rewards partner outlets.

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3. Will I need to get another Octopus in order to join Octopus Rewards?

   No, your existing Octopus is all you need to join the programme. Once you have registered and been activated as an Octopus Rewards member, Octopus Rewards partners will then provide you with tailor-made offers and privileges.

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4. How do I sign up for Octopus Rewards?

   You can register online, obtain a registration form at any Octopus Rewards partner outlet, or call the Octopus Rewards Hotline on 3690 1313. You may return your completed form by mail to GPO Box 11271, Hong Kong or by fax to 3690 1111.

   If you are aged 11 or below and wish to register, you will need your parent or legal guardian to sign on your behalf on your registration form (online application from applicant aged below 11 is not accepted). If you are aged 12 to 18 years old and wish to register, you will need your parent's or legal guardian's approval before completing the registration form.

   Remember to activate your membership after registration to start enjoying the privileges of Octopus Rewards. Find out more.

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5. If I am already a Personalised Octopus holder or an Automatic Add Value Service (AAVS) user, do I need to register for the Octopus Rewards programme to enjoy the benefits?

   Yes, as Octopus Rewards Limited is registered as an independent corporate identity, you need to register and activate your Octopus Rewards membership before you can enjoy the benefits of the Octopus Rewards programme.

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6. Who is eligible for Octopus Rewards?

   The Octopus Rewards programme welcomes holders of all Octopus, including Personalised Octopus, Adult Octopus, Elder Octopus, Child Octopus, Octopus with student status, any Octopus linked with Automatic Add Value Service (AAVS) and any other Octopus products.

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7. Why do I need to provide my personal information and the number of my existing Octopus when applying?

   Because we need to set up a personalised Octopus Rewards membership so that we and our partners can tailor-make offers and promotions that will be of interest and value to you. To do this and to avoid any doubt as to the identity of a member, we need your accurate personal information and your 8 or 9-digit Octopus number when you need assistance from Octopus. Click here to update your personal information.

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8. Can I use my nickname when I register for Octopus Rewards?

   No. You are not advised to use your nickname when you register for the Octopus Rewards programme. You should use the name shown on your Hong Kong Identity Card or Passport so that Rewards partners can direct their offers to the right person or when you need assistance from Octopus.

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9. Why do I need to provide my email address when I register for the Octopus Rewards programme?

   We will send out e-newsletters from time to time to all Rewards members who have provided their email address. The e-newsletters inform members of exciting offers from Octopus Rewards partners, and the Reward$ balance on their registered Octopus.

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10. Is it possible to register more than one Octopus for Octopus Rewards?

    Yes. However, we highly recommend that you use only ONE Octopus to earn and redeem your Octopus Reward$ to maximise all your privileges and benefits.

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11. The Octopus Reward$ balance listed on the e-newsletter does not match with that of the Octopus I am currently using. Why?

    Your e-newsletter will only show the balance of ONE Octopus registered under one email address. We advise that you provide a different email address for another Octopus registered for the Rewards programme. Update your contact information here.

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Activate Rewards membership

1. After registration, how can I know if my Octopus has been accepted, and when can I start to earn and redeem my Reward$?

   IF YOU REGISTERED ONLINE -

   You can activate your Octopus Rewards membership 48 hours after the submission of your online application. Simply present your Octopus at any Octopus Rewards Station of any designated Octopus Rewards partner outlet or activate using Octopus PC Reader Service if you have an Octopus PC Reader.

   IF YOU REGISTERED BY MAIL OR FAX -

   You can activate your Octopus Rewards membership 10 days after the submission of your registration. Simply present your Octopus at any Octopus Rewards Station of any designated Octopus Rewards partner outlet or activate using Octopus PC Reader Service if you have an Octopus PC Reader.

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Earn Reward$

1. Do I have to pay with Octopus to earn Reward$?
2. Where can I earn Reward$?
3. Will I be able to convert my Reward$ into cash that I can store on my Octopus?
4. What is the difference between Reward$ and my credit cards' bonus points or cash bonus programmes?
5. Is there any upper limit to the number of Reward$ I can earn?
6. What happens if I have Reward$1,000 on my Octopus and I earn more Reward$?
7. What happens if I make a purchase at an Octopus Rewards partner outlet, but don't receive my Reward$?
8. Will I be able to earn Reward$ when paying fares on public transport?
9. At what rate can I earn Reward$?

1. Do I have to pay with Octopus to earn Reward$?

   No. Reward$ can be earned by all payment methods that are acceptable to the Octopus Rewards partners. Members are reminded that offers will vary from partner to partner. For details, please refer to the Octopus Rewards partners' websites or their promotion materials.

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2. Where can I earn Reward$?

   You can earn Reward$ when making purchases at all partners' outlets displaying the Octopus Rewards icon. Simply present your Octopus when settling your payment and your Reward$ will be automatically recorded and stored in your Octopus. Please make sure you inform the cashier that you want to earn Reward$.

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3. Will I be able to convert my Reward$ into cash that I can store on my Octopus?

   No, Octopus Rewards and Octopus payment are two independent and separate functions. Any Octopus Rewards transaction will not affect the cash value stored on your Octopus, and vice versa.

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4. What is the difference between Reward$ and my credit cards' bonus points or cash bonus programmes?

   Bonus points or cash bonus offered by credit card bonus programmes are only awarded to those using their credit cards to make purchases. Reward$ are awarded independently of the payment method and are applicable to cash, credit cards, Octopus or any other payment means acceptable by Octopus Rewards partners. In fact, if you're using your credit card with our partners, you can earn both credit card bonus points and Reward$!

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5. Is there any upper limit to the number of Reward$ I can earn?

   A member's Octopus can store up to a maximum of Reward$1,000. Your updated Reward$ balance will be shown on the payment receipt from Octopus Rewards partners each time you make a purchase. You may also present your Octopus at any Octopus Rewards Station to check your Reward$ balance.

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6. What happens if I have Reward$1,000 on my Octopus and I earn more Reward$?

   An Octopus can only store up to a maximum of Reward$1,000. You are advised to redeem Reward$ when your Octopus approaches that limit. A message - 'Reaching Reward$1,000 limit, use now!' - will pop up on your purchase receipt and at an Octopus Rewards Station when your Reward$ balance reaches Reward$950. If you earn more Reward$, a message - 'Reached Reward$1,000 limit, use now!' - will pop up and no further Reward$ can be earned until a redemption has been made.

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7. What happens if I make a purchase at an Octopus Rewards partner outlet, but don't receive my Reward$?

   In most cases where partners' outlets are unable to supply Reward$ on the spot, you will be notified by the partner. You will subsequently be able to download your Reward$ at any Octopus Rewards Station. Updated details of all the downloaded Reward$ and the Reward$ balance on your Octopus will be shown on the screen or on the printed receipt. If you make a purchase at an Octopus Rewards partner displaying an Octopus Rewards icon, but no notice is given to you that Reward$ have been granted, you should make enquiries with the cashier immediately. For more details, please refer to the Octopus Rewards partners' websites.

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8. Will I be able to earn Reward$ when paying fares on public transport?

   No, but we will continue to explore more potential Reward$ outlets for members. Please visit our website for the most up-to-date list of Rewards partners.

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9. At what rate can I earn Reward$?

   Our partners will award Reward$ to the value of at least 0.5% of your spending. Reward$ is cash value that can be applied towards future purchases at any Rewards partner outlet. From time to time, there will be special promotions whereby you can earn multiple Reward$.

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Redeem Reward$

1. What will I be able to redeem with my accumulated Reward$?
2. How can I redeem my Reward$?
3. At what rate can I redeem Reward$?
4. Can Reward$ be converted into cash?
5. What happens if the purchase amount for an item I want to redeem is more than my Reward$ balance?
6. If I only have Reward$10 remaining, will the full amount be deducted in one transaction?

1. What will I be able to redeem with my accumulated Reward$?

   Your accumulated Reward$ can be used to make purchases at any Octopus Rewards partners' outlet which displays the Octopus Rewards icon. For more details, please refer to the Octopus Rewards partners' websites and their promotion materials.

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2. How can I redeem my Reward$?

   Your Reward$ can be redeemed at any Octopus Rewards partners' outlet which displays the Octopus Rewards icon. To redeem your Reward$, simply present your Octopus to the cashier at the time of purchase. Once you have followed the cashier's instructions to present your Octopus, the Reward$ needed to settle the transaction will automatically be deducted from your Octopus. If the value of the purchase you are making is higher than your Reward$ balance, your Reward$ balance will be deducted and you must settle the difference with cash, credit card, Octopus or any other payment method the partner deems acceptable.

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3. At what rate can I redeem Reward$?

   Reward$1 is equivalent to HK$1 or more. The exact Reward$ earning rate and the promotion offer are subject to individual Octopus Rewards partners' decisions. Customers can refer to partners' websites and promotion materials for further details.

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4. Can Reward$ be converted into cash?

   No, Reward$ cannot be converted into cash. They can only be used for redemption of goods and services at partners' outlets displaying an Octopus Rewards icon.

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5. What happens if the purchase amount for an item I want to redeem is more than my Reward$ balance?

   You simply use your remaining Reward$ to settle part of the transaction and then pay the difference using cash, credit card, Octopus or any other payment method that the Octopus Rewards partner deems acceptable. Please note that only one Octopus can be used for Reward$ redemption in one transaction.

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6. If I only have Reward$10 remaining, will the full amount be deducted in one transaction?

   If a transaction amount is higher than your remaining Reward$ balance, all Reward$ will be deducted as payment. For example, if you want to redeem an item costing HK$20, the full Reward$10 will be deducted from your Octopus. If the item only costs HK$2, only Reward$2 will be deducted from your Octopus to cover the cost of the transaction. Members are reminded that offers will vary from partner to partner. For details, please refer to the Octopus Rewards partners' websites.

   While you are free to use your Reward$ when and where you choose, please remember that the Reward$ you earn in any transaction may only be used to settle the next or a later transaction.

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Check Reward$ balance

1. How will I be able to check my Reward$ balance?
2. Will my Reward$ carry an expiry date?
3. What should I do if I want to reactivate my Rewards membership after no Octopus Reward$ collection or redemption for 1,000 consecutive days?

1. How will I be able to check my Reward$ balance?

   Your updated Reward$ balance will be shown on the payment receipt issued by our partners. You may also check your Reward$ balance by presenting your Octopus at any Octopus Rewards Station or using Octopus PC Reader Service to check if you have an Octopus PC Reader.

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2. Will my Reward$ carry an expiry date?

   Normally, an Octopus registered for Rewards membership will not be subject to an expiry date while it still has continuous Octopus Rewards transactions on it. However, should an Octopus record no Octopus Reward$ collection or redemption transactions for 1,000 consecutive days, its Reward$ balance will be forfeited and will not be re-issued.

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3. What should I do if I want to reactivate my Rewards membership after no Octopus Reward$ collection or redemption for 1,000 consecutive days?

   Rewards membership cannot be reactivated once dormant. You have to register new membership with another Octopus. Please call the Octopus Rewards Customer Service Hotline on 3690 1313 for assistance.

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Recover Reward$ if Octopus is lost or not working

1. What should I do if I lose my Octopus?
2. Does my lost or malfunctioning Octopus contain sensitive personal data?
3. Will I be able to reclaim my Reward$ on my newly activated Octopus after I file a lost Octopus report or after my Octopus malfunctions and is returned to Octopus Cards Limited?
4. How does the Reward$ recovery procedure work?

1. What should I do if I lose my Octopus?

   IF YOU LOSE A PERSONALISED OCTOPUS OR AN OCTOPUS LINKED WITH AUTOMATIC ADD VALUE SERVICE (AAVS) -

   You should call the 24-hour Lost Octopus Reporting Hotline on 2266 2266 to report the loss immediately in order to safeguard your Octopus Reward$.

   To continue enjoying Octopus Rewards, you can simply register a new Octopus through our Octopus Rewards Customer Hotline 3690 1313. After the 5th day of the registration, activate your newly registered Octopus at any Octopus Rewards Station at designated Octopus Rewards partner outlets.

   To recover the remaining Reward$ on your lost Octopus, from the 7th day to 21st day after the lost Octopus was reported, you will need to register your new Octopus through our Octopus Rewards Customer Hotline on 3690 1313 for Reward$ recovery. You can collect your recovered Reward$ any time within 30 days from the date of registering your new Octopus. Uncollected Reward$ will be forfeited without notice. Find out more.

   IF YOU LOSE A STANDARD OCTOPUS OR A SOLD OCTOPUS NOT LINKED WITH AAVS -

   The Reward$ as recorded on your Membership Octopus will be forfeited.

   To continue enjoying Octopus Rewards, you can simply register a new Octopus through our Octopus Rewards Customer Hotline on 3690 1313. After the 5th day of the registration, activate your newly registered Octopus at any Octopus Rewards Station at designated Octopus Rewards partner outlets.

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2. Does my lost or malfunctioning Octopus contain sensitive personal data?

   There is no personal data stored in your Rewards activated Octopus. Octopus Rewards transactions are stored on your Octopus card independently and separately and will not affect the cash value stored on your Octopus.

   Should you have any further questions, please feel free to call the Octopus Rewards Customer Hotline on 3690 1313 during office hours.

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3. Will I be able to reclaim my Reward$ on my newly activated Octopus after I file a lost Octopus report or after my Octopus malfunctions and is returned to Octopus Cards Limited?

   In the event that your Octopus malfunctions, please call the Octopus Rewards Customer Service Hotline on 3690 1313 for assistance regarding Reward$ recovery.

   If your lost Octopus is Personalised or linked with Automatic Add Value Service (AAVS), you can recover the approved Reward$ balance from your lost Octopus. For Personalised Octopus, we will relink the Rewards membership to your new replacement Octopus. For Octopus with AAVS, please call the Octopus Rewards Customer Service Hotline on 3690 1313 (select language then press "3", "3"and follow the instructions for Reward$ recovery within 30 days from the date of loss report). But if you lose a Standard On-Loan Octopus or Sold Octopus without AAVS, you will not be able to recover your Reward$.

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4. How does the Reward$ recovery procedure work?

   If your membership Octopus is a:

   • Standard Octopus that malfunctions and is returned to Octopus Card Limited; or a
   • Personalised Octopus or an Octopus with Automatic Add Value Service (AAVS) that is reported lost or malfunctioning;

   simply follow the procedures below to recover the validated remaining Reward$ from your previous Octopus.

   If you have requested a replacement Octopus

   1. From the 10th day after successfully reporting the loss of your Octopus or returning the malfunctioning Octopus, you will receive a notification letter from Octopus Cards Limited for collection of a replacement Octopus at your designated MTR Customer Service Centre.
   2. On the next day after receiving your new replacement Octopus, you should first present your Octopus at any Octopus Rewards Station to activate Octopus Rewards and then present it again to download your recovered Reward$.

   If you have NOT requested a replacement Octopus

   1. From the 7th day after successfully reporting the loss of your Octopus or returning the malfunctioning Octopus, you will need to register another Octopus by the 14th day through our Octopus Rewards Customer Hotline on 3690 1313 (select language then press "3", "3") and follow the instructions for Reward$ recovery.
   2. Starting from the 5th day after registering your new Octopus, you can present your Octopus at any Octopus Rewards Station to activate Octopus Rewards, and then present it again to download your recovered Reward$.

   Expiry of Reward$ recovery:

   Please collect your recovered Reward$ at any Octopus Rewards Station within 30 days from the date of the notification letter or of registering a new Octopus. Otherwise, all uncollected Reward$ will be forfeited without notice.

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Miscellaneous - Rewards

1. What happens if I return or cancel my Octopus?
2. How do I go about updating and changing my personal information or other details?
3. What happens if I have to return an item or ask for a refund on a purchase I have made with Reward$?
4. Can I transfer Reward$ to another Octopus?
5. If I want to opt out, what should I do?

1. What happens if I return or cancel my Octopus?

   In the event that your Octopus malfunctions or you successfully file a lost report for your Personalised Octopus or Octopus linked with AAVS, all Reward$ stored on the Octopus at the time of your last transaction record will be transferred to your newly activated Octopus.

   If you return your Octopus due to other reasons, the Reward$ as recorded on your Membership Octopus will be forfeited.

   All Reward$ are stored in the Octopus separate from your payment e-purse and there is no personal data kept in the Octopus.

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2. How do I go about updating and changing my personal information or other details?

   Simply call the Octopus Rewards Customer Hotline on 3690 1313 for personal details and information update. You can also update your contact details here.

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3. What happens if I have to return an item or ask for a refund on a purchase I have made with Reward$?

   You must deal directly with the Octopus Rewards partner concerned as return and refund policies may vary from partner to partner. For more details, please refer to the terms and conditions of the Octopus Rewards partner concerned.

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4. Can I transfer Reward$ to another Octopus?

   No. Reward$ on an Octopus cannot be transferred to another Octopus except in the case of a malfunctioning Octopus or the loss of a Personalised Octopus or Octopus linked with Automatic Add Value Service (AAVS).

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5. If I want to opt out, what should I do?

   If your would like to opt out, please call the Octopus Rewards Customer Service Hotline on 3690 1313 for assistance.

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Become an Octopus service provider

1. Who should I contact if I want to become an Octopus service provider?
2. What are the procedures for applying to be an Octopus service provider?
3. What are the charges for companies in providing Octopus payment services?
4. What is a Type Approval Test?
5. Which Octopus PC Reader should I use for retail payment?
6. When will I receive payment on Octopus usage transactions?
7. Who should I contact if I want to use the Octopus service for an Access Control system?

1. Who should I contact if I want to become an Octopus service provider?

   You can contact either us or our retail acquirers for a solution that is most suitable to your business needs.

   Please click here for contact details.

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2. What are the procedures for applying to be an Octopus service provider?

   The procedures will include commercial terms quotation, agreement sign-off, system integration, company assessment and account set-up.

   Please contact us or our acquirers for details.

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3. What are the charges for companies in providing Octopus payment services?

   The charges will include a percentage fee on each Octopus transaction, Octopus equipment cost and Type Approval Test fee.

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4. What is a Type Approval Test?

   A Type Approval Test is to ascertain the compatibility of Octopus equipment with your POS system. If you appoint a POS contractor from our approved list, no Type Approval Test fee will be levied, provided the same type of approved POS system is used.

   View our approved list of POS contractors.

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5. Which Octopus PC Reader should I use for retail payment?

   If you have a POS system equipped at your cashier counter, you could use either Mini-Multipurpose Octopus Processor or Octopus Processor with Buzzer Module. Please note that your POS system must be equipped with T-bar screen if you use the latter.

   If you do not have a POS system, you could use a Portable Octopus Processor - Modem. A telephone line is required for transferring Octopus usage data.

   Please click here for details.

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6. When will I receive payment on Octopus usage transactions?

   As a service provider, you are required to upload Octopus usage data to us before the cut-off time on a daily basis. We will then settle the payment to you on the following business day.

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7. Who should I contact if I want to use the Octopus service for an Access Control system

   Please contact our authorised contractors who provide total solutions including Octopus PC Reader and system integration.

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Become an Octopus Rewards programme partner

1. Who should I contact about becoming an Octopus Rewards programme partner?
2. How will the Octopus Rewards programme benefit my business?
3. What is Rewards e-Stamp?

1. Who should I contact about becoming an Octopus Rewards programme partner?

   You are welcome to email or call us on 2266 2282. Alternatively, you can obtain more information about becoming a business partner.

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2. How will the Octopus Rewards programme benefit my business?

   The Octopus Rewards programme is the easiest and most cost-effective way for you to identify and target your most profitable customers as well as build loyalty from your existing customers. With a large database of active customers, Octopus Rewards can help improve your competitive edge, increase your corporate exposure and build on your business strengths.

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3. What is Rewards e-Stamp?

   The Octopus Rewards e-Stamp (the "e-Stamp") is one of many value-added services that Octopus Rewards brings to its merchants - based on the existing platform, infrastructure and large membership database. e-Stamp is a merchant-driven programme capable of generating additional sales, enhancing customers' loyalty and satisfaction, and stimulating continued patronage and spending - creating a win-win-win situation among merchants, Octopus and customers.

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Create Octopus for my corporation

1. What types of Octopus products are available for corporate use?
2. Can I add initial stored value to Octopus for Corporations to make them more valuable as premium gifts?
3. What is the difference between Octopus for Corporations and other Sold Octopus?
4. How do I order Octopus for Corporations and how long does it take for production?

1. What types of Octopus products are available for corporate use?

   Special Corporate Octopus, Corporate Mini Octopus and Customised Octopus premiums are available for corporate use. Special Corporate Octopus and Corporate Mini Octopus can be used as premium gifts and marketing tools printed with your company logo or special design on the card face. You can also consider producing an Octopus premium with a one-of-a-kind product application, shape and material. All it takes is to successfully embed the Octopus chip into the premium, subject to Type Approval Tests.

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2. Can I add initial stored value to Octopus for Corporations to make them more valuable as premium gifts?

   Upon request, all Octopus for Corporations can be encoded with an initial stored value ranging from HK$10 to HK$1,000.

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3. What is the difference between Octopus for Corporations and other Sold Octopus?

   Octopus for Corporations are issued for companies as premium gifts and marketing tools which are not for re-sale purposes. Other Sold Octopus are issued by Octopus or licensees for public sale through designated channels. Both types are encoded with no deposit and no initial stored value (unless otherwise specified). Both are non-returnable but any remaining value on the Octopus is refundable.

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4. How do I order Octopus for Corporations and how long does it take for production?

   Please contact us for details. Or you can reach us by:

   Phone:

   2266 2282

   Email:

   bizenquiries@octopus.com.hk

   Fax:

   2266 2254

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Become an Octopus product licensee

1. How can my company become an Octopus product licensee?

   Please contact us for details. Or you can reach us by:

   Phone:

   2266 2282

   Email:

   bizenquiries@octopus.com.hk

   Fax:

   2266 2254

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Lost Octopus

1. What can I do if I lose my Octopus with Automatic Add Value Service (AAVS)?
2. How will I be notified after reporting the loss of my Personalised Octopus or Octopus with AAVS?
3. Why does Octopus Cards Limited not accept the reporting of a lost Standard On-Loan Octopus?
4. Why do customers need to bear the liability of any usage and add-value transactions within six hours after reporting the loss of an Octopus with AAVS or a Personalised Octopus?
5. What is the cost for the replacement of my lost Personalised Octopus?
6. Do I need to pay any charge if I lose my Octopus?
7. What should I do if I retrieve my lost Octopus after successfully reporting the loss?

1. What can I do if I lose my Octopus with Automatic Add Value Service (AAVS)?

   You can call the Lost Octopus Reporting Hotline on 2266 2266, a 24-hour Interactive Voice Response System. It will help you report the loss of your Octopus, and a 6-digit reference number will be provided to you after you have reported the loss successfully on the system. Once you have successfully reported the loss of your Octopus, it cannot be cancelled. Customers only have to bear the liability of loss within the first six hours of successfully reporting the loss. You must follow the proper procedure of reporting the loss as advised by the telephone system. Otherwise, your report of loss may fail.

   Please note that the only channel we accept for lost card reporting is the Lost Octopus Reporting Hotline on 2266 2266. Fax and email are not accepted.

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2. How will I be notified after reporting the loss of my Personalised Octopus or Octopus with AAVS?

   After receiving your successful loss report, we will make arrangements for a refund. If you are reporting the loss of a Personalised Octopus, you can make a request for a replacement Octopus when you report the loss on the Lost Octopus Reporting Hotline. A notification letter will be sent to you to inform you to collect the replacement Octopus at the specified Customer Service Centre at any MTR station or New World First Ferry Pier. You can also make a request to transfer the AAVS when you report the loss on the Lost Octopus Reporting Hotline. A notification letter will be sent to you for activating the AAVS function of another Octopus as per your request.

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3. Why does Octopus Cards Limited not accept the reporting of a lost Standard On-Loan Octopus?

   A Standard On-Loan Octopus is transferable and valid for use by anyone. Our system does not hold any information that can verify the identity of a Standard On-Loan Octopus holder. The Lost Octopus Reporting Service is offered only to AAVS users and Personalised Octopus holders.

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4. Why do customers need to bear the liability of any usage and add-value transactions within six hours after reporting the loss of an Octopus with AAVS or a Personalised Octopus?

   Octopus is operated in an offline mode to ensure fast and convenient services for customers and it takes time to send files separately to all front-line processors to stop the use of the lost Octopus.

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5. What is the cost for the replacement of my lost Personalised Octopus?

   You need to pay HK$70 in total, with HK$50 being the Octopus deposit and HK$20 being the handling fee for the replacement Octopus.

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6. Do I need to pay any charge if I lose my Octopus?

   Only holders of Pesonalised Octopus and AAVS users can enjoy the Lost Octopus Reporting Service. When a Personalised Octopus or a Standard Octopus linked with Automatic Add Value Service (AAVS) is reported lost, a card cost of HK$30 and a lost card handling fee of HK$20 will be charged. For holders of Sold Octopus with AAVS, only the lost card handling fee of HK$20 will be charged.

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7. What should I do if I retrieve my lost Octopus after successfully reporting the loss?

   Once you have successfully reported the loss of your Octopus with AAVS, we will stop its use system-wide. For security reasons, the lost Octopus cannot be used afterwards even if it is found. If you find the reported lost Octopus, you can return the found Octopus to any MTR Customer Service Centre within three days after the loss is reported. Octopus will arrange to waive the card cost of HK$30 to the holder provided that the returned Octopus is not damaged and not attached with stickers or photos. The lost card handling fee of HK$20 is non-refundable.

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Refund Procedures

1. What should I do if I no longer wish to use my Octopus?
2. What should I do if my Octopus stops working?
3. Why can't I get an immediate refund at any MTR Customer Service Centre if my Octopus has a remaining value of more than HK$500?
4. Why can't I request an immediate refund for 20 or more Octopus at a front-end office?
5. How do you define a damaged Octopus? Why do you levy HK$30 for a damaged Octopus?
6. Is there any fee involved to get a refund for my Standard On-Loan Octopus?
7. If a Personalised Octopus holder or an AAVS user has passed away, how can the Octopus holder's family or a third party get the Octopus refund?
8. I have changed my name. Do I have to inform Octopus?

1. What should I do if I no longer wish to use my Octopus?

   If you hold a Standard On-Loan Octopus, you can return it to any Customer Service Centre at any MTR station or New World First Ferry pier and get the refund of the deposit and the remaining value, if any, on the Octopus (subject to a refund handling fee of HK$7 if it is returned within three months after the date of issue).

   If you hold a Personalised Octopus with Automatic Add Value Service, it will be sent back to Octopus Cards Limited for refund processing. A refund handling fee of HK$10 will be levied. This charge will be waived if the Octopus was issued before 1 November 2004 and if the date of return is less than five years from the date of issue of that Personalised Octopus.

   For further information please click here.

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2. What should I do if my Octopus stops working?

   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, you will get a replacement On-Loan Octopus and a refund will be arranged. Check out details here. The handling procedures of Sold Octopus are subject to the terms and conditions provided upon sale of such Octopus. Call the Octopus Customer Service Hotline on 2266 2222 for assistance.

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3. Why can't I get an immediate refund at any MTR Customer Service Centre if my Octopus has a remaining value of more than HK$500?

   It is our policy not to grant high value refunds at stations. We process the refund application at the office of Octopus Cards Limited by sending you a cheque. Find out more, or call the Octopus Customer Service Hotline on 2266 2222 for assistance.

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4. Why can't I request an immediate refund for 20 or more Octopus at a front-end office?

   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.

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5. How do you define a damaged Octopus? Why do you levy HK$30 for a damaged Octopus?

   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.

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6. Is there any fee involved to get a refund for my Standard On-Loan Octopus?

   If you return your On-Loan Standard On-Loan Octopus within three months of the issue date, you have to pay a refund handling fee of HK$7.

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7. If a Personalised Octopus holder or an AAVS user has passed away, how can the Octopus holder's family or a third party get the Octopus refund?

   The Octopus holder's family members or a third party are required to provide the probate or death certificate, an ID Copy of the third party and the relationship proof at any MTR Customer Service Centre for refund arrangement.

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8. I have changed my name. Do I have to inform Octopus?

   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 abovementioned documents to Octopus Cards Limited, 36/F, 148 Electric Road, North Point, Hong Kong.

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Balance and Transaction Checking

1. How can the transaction records and remaining value of the Octopus be checked?
2. How far back can I view the Octopus transaction records through the Octopus PC Reader Service?
3. Will sensitive information such as credit card details or personal data be shown when using Octopus PC Reader Service?
4. What should I do if there is no response from the personal computer when using the Octopus PC Reader Service?

1. How can the transaction records and remaining value of the Octopus be checked?

   Every time you use your Octopus, the transaction amount and the remaining value will be shown on an Octopus reader or on a printed receipt. You can check the remaining value and the date, amount and type of service provider of the last 10 transactions via the Octopus Enquiry Machines free of charge at any MTR station. The remaining value can also be checked via some designated AEON ATMs installed with Octopus readers (for AEON customers only).

   In addition, you can request a print-out of your last 10 transactions at an MTR Customer Service Centre, or any outlet of 7-Eleven or Circle K throughout Hong Kong at a fee of HK$3 charged by these service providers.

   If you have an Octopus PC Reader, you can check the following types of information online:

   • The last 10 Octopus transaction records, i.e. transaction amount by Octopus and cash reload records;
   • Octopus auto reload amount (applicable to Octopus Automatic Add Value Service users only);
   • Octopus Reward$ balance (applicable to Octopus Rewards member only);
   • Other information, e.g. enquiry date and time, last reload date either by AAVS or cash

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2. How far back can I view the Octopus transaction records through the Octopus PC Reader Service?

   Currently, this service supports checking of the last 10 transaction records on the Octopus, which includes transaction amount by Octopus and last reload record. In addition, the AAVS reload transaction will also be shown if this is within the last 10 transaction records on the Octopus.

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3. Will sensitive information such as credit card details or personal data be shown when using Octopus PC Reader Service?

   No. Personal information such as credit card number, etc will not be shown when using this service.

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4. What should I do if there is no response from the personal computer when using the Octopus PC Reader Service?

   1. Check whether your Reader is connected. If it has been connected properly, the green light on your reader will be on.
   2. Try to place your Octopus on your Reader and see if the green light is blinking. Please close all the browser windows and try again if there is no response from the Reader or the servicing web page on your computer.
   3. Make sure your personal computer is connected to the internet so that the latest device driver can be automatically installed through Windows Update.
   4. There may be a connection problem or application problem if the servicing web page is not responding for more than 20 seconds. Please close all the browser windows and try again.
   5. Please click here to check your system compatibility, and update the browser and Java Runtime Environment (JRE) version accordingly.

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Octopus PC Reader Service

1. What new services come with the Octopus PC Reader?
2. Is there a charge for using Octopus PC Reader Service?
3. Is prior registration required for using Octopus PC Reader Service?
4. Where can I get an Octopus PC Reader?
5. How do I use the Octopus PC Reader Service?
6. What are the personal computer system requirements for using Octopus PC Reader Service?
7. How do I verify whether or not my personal computer satisfies the system requirements?
8. How do I safeguard my personal computer system when using Octopus PC Reader Service?
9. What should I do if the webpage is not responding?
10. Is there any hotline or support service if I encounter problem using Octopus PC Reader Service?

1. What new services come with the Octopus PC Reader?

   By connecting the Octopus PC Reader to your personal computer, you can enjoy the following services:

   • Check your Octopus's remaining value
   • Check the date, time, merchant name and amount of your last 10 Octopus transactions
   • Check Octopus Reward$ balance
   • Activate Octopus Automatic Add Value Service (prior application required)
   • Activate Octopus Rewards membership (prior registration required)

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2. Is there a charge for using Octopus PC Reader Service?

   No. The service is free of charge.

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3. Is prior registration required for using Octopus PC Reader Service?

   No prior registration is required to use the Octopus PC Reader Service. Simply select the service you intend to use on the Octopus website and follow instructions to enjoy the service.

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4. Where can I get an Octopus PC Reader?

   You may purchase an Octopus PC Reader at Octopus Online Shop.

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5. How do I use the Octopus PC Reader Service?

   Simply connect your Octopus PC Reader to your personal computer and go to the related services pages at www.octopus.com.hk. Please follow the instructions to place your Octopus on the Reader until the service is completed.

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6. What are the personal computer system requirements for using Octopus PC Reader Service?

   Your computer should be a personal computer (Windows XP with Service Pack 2 or above). The website is best viewed with a screen resolution of 1024 x 768.

   Please make sure that your personal computer is connected to the internet, with Javascript and Applet enabled on the recommended web browser settings.

   The following table lists out the system requirements:

   
   

   Environment	Requirement
   Operating system	Windows XP with Service Pack 2 or above
   Web browser	Internet Explorer version 6 or above Firefox version 2 or above
   Java Runtime Environment (JRE)	JRE 6 Update 10 (1.6.0_10) or above
   Screen resolution	1024 x 768 or better

   
   

   Please note that the Macintosh Operating System is currently not supported.

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7. How do I verify whether or not my personal computer satisfies the system requirements?

   You may click here to check whether your personal computer meets the system requirements.

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8. How do I safeguard my personal computer system when using Octopus PC Reader Service?

   You should install on your computer the latest security and software patches from the software supplier. Besides, you should ensure your computer has already installed anti-virus software to prevent attacks from malicious computer viruses and codes. You may also consider adopting additional measures such as setting up personal firewall and installing anti-spyware software on your personal computer to further strengthen security.

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9. What should I do if the webpage is not responding?

   There may be a connection problem or application problem if the service is not responding for more than 20 seconds. Please close all the browser windows and try again. You may also click here to check your system compatibility, and update the browser and JRE version accordingly.

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10. Is there any hotline or support service if I encounter problem using Octopus PC Reader Service?

    If you cannot connect to the Internet, please contact your Internet Service Provider for assistance. If you need further assistance on Octopus PC Reader Service, please call Octopus Customer Service Hotline at 2266 2222 (Monday-Saturday: 9:00am - 9:00pm, except Sundays and public holidays).

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Customer data protection

1. What information is stored in an Octopus?
2. What measures does Octopus Cards Limited have in place to protect customer data?
3. An increasing number of residential and commercial buildings, as well as schools, are using Octopus for access control management and/or attendance registration. How is Octopus users’ personal information protected in these systems?
4. There have been cases when users’ Octopus usage records were obtained from your company for police investigation. Under what circumstances will this happen?
5. What is the Octopus Rewards Programme? What should I do if I do not want to receive any promotional material from the Rewards programme?
6. Do Octopus cards and products with the Automatic Add Value Service (AAVS) have customers’ personal data?

1. What information is stored in an Octopus?

   No personal information is stored in any anonymous Octopus which accounts for about 90% of our current customer base.

   As a standing practice, the user’s name, date of birth and ID card number are stored in a Personalised Octopus. This is to enable the elderly and students to enjoy the concessionary fares offered by different public transport service providers. To enhance the level of privacy protection to consumers, from the fourth quarter in 2010, ID card numbers will no longer be stored in Personalised Octopus cards or products.

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2. What measures does Octopus Cards Limited have in place to protect customer data?

   As a responsible organisation, Octopus Cards Limited (OCL) values the importance of customer data privacy and protection, and is in full compliance with the related ordinances in handling customer data.

   Internal users are authorised to access the personal data on a need-to-know basis (eg hotline staff) and authentication is required before they are granted access to the data.

   We issue internal guidelines and conduct training for staff on the proper way to handle Octopus holders’ personal information. We also have audit trails to monitor the use of such data and have regular internal audits and reviews to ensure strict compliance.

   We also issue policies on Personal and Customer Data Protection and Code of Practice to all employees on commencement of employment regarding the handling of data confidentiality and appropriate conduct in carrying out business. Employees are required to acknowledge receipt of and comply with these policies.

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3. An increasing number of residential and commercial buildings, as well as schools, are using Octopus for access control management and/or attendance registration. How is Octopus users’ personal information protected in these systems?

   Some residential and commercial buildings as well as schools in Hong Kong use the Octopus platform as an access/registration system for their users. The personal data captured by these systems is owned and managed by the respective service providers. OCL does not receive, own, manage or keep records of such data.

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4. There have been cases when users’ Octopus usage records were obtained from your company for police investigation. Under what circumstances will this happen?

   As a law-abiding company, OCL will provide customer data to law enforcement authorities such as the police upon the provision of an original copy of a search warrant or court order as well as a valid staff identity card. In general, law enforcement authorities may still require the assistance of other merchants and additional information to get the full picture for their investigation.

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5. What is the Octopus Rewards Programme? What should I do if I do not want to receive any promotional material from the Rewards Programme?

   Octopus Rewards is a programme managed and operated for the sole purpose of offering rewards and/or marketing promotional offers to customers who separately and voluntarily register to receive such offers from the programme's business partners. When customers register for the programme, consent is given to use their data for marketing purposes. Procedures are in place if they wish to opt out. Consumers can go to Octopus Rewards Contact Update page and choose not to receive promotional information from Rewards Programme, or contact Octopus Rewards Limited in writing at PO Box 38170, Hing Fat Street Post Office, Hong Kong, or by calling the Octopus Rewards Customer Service Hotline on 3690 1313 for assistance.

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6. Do Octopus cards and products with the Automatic Add Value Service (AAVS) have customers’ personal data?

   Anonymous Octopus with AAVS does not have personal data stored on the cards or products. A Personalised Octopus with AAVS contains the user’s name, date of birth and ID card number, just like any other Personalised Octopus card. From the fourth quarter in 2010, the holder’s ID card number will no longer be recorded.

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