Welcome to the Octopus (Hong Kong) Site.
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Malfunctioning Octopus
Services for a malfunctioning Octopus are available for:
All Standard On-Loan Octopus
Personalised Octopus
Sold Octopus*
*Services provided to malfunctioning Sold Octopus issued by licensees are subject to their terms and conditions.
What to do if your Octopus is not working
If your Octopus malfunctions, please take it to the nearest MTR Customer Service Centre for assistance.
Standard Octopus (not linked to Automatic Add Value Service)
If your Octopus cannot be immediately reactivated, you can either:
- Get a new Octopus and a refund of the remaining value.
- If your balance can be read by the device and is less than HK$500, your refund can be issued on the spot.
- If the balance cannot be read or if it exceeds HK$500, your Octopus will be returned to Octopus Cards Limited. A refund cheque will be sent to you within seven working days.
- Receive a temporary Octopus with a stored value of HK$20 (provided there is still remaining value on the malfunctioned Octopus). To ensure uninterrupted Octopus service, you are entitled to use this until you obtain a new Octopus. Note that the HK$20 will be deducted from your new Octopus later on.
Standard Octopus (linked to Automatic Add Value Service) or Personalised Octopus
If your Octopus cannot be immediately reactivated, you will get a temporary Octopus with a stored value of HK$20 on request. To ensure uninterrupted Octopus service, you are entitled to use this until you obtain a new Octopus. Note that the HK$20 will be deducted from your new Octopus later on.
The malfunctioning Octopus will be returned to Octopus Cards Limited for refund arrangement, re-linking the AAVS to your new Octopus (if applicable), or issuing of a new Personalised Octopus.
Sold Octopus
Some Sold Octopus come with a warranty issued by our licensees. If a Sold Octopus malfunctions within the warranty period, handling procedures will be subject to the licensee's terms and conditions in effect at the time of purchase.
If you encounter any problems with your Octopus or have any enquiries, please call the Octopus Customer Service Hotline on 2266 2222.
In the event that your Octopus malfunctions, please call the Octopus Rewards Customer Service Hotline on 3690 1313 for assistance regarding Reward$ recovery.
