Getting a Refund
Applicable Fees for Refund
On-Loan Octopus
A Handling Fee of HK$11 or 1% of any remaining value, whichever is higher, for any such Octopus returned if it meets any one or more of the following criteria:
- if its remaining value exceeds HK$1,000; and/or
- if it is returned within 90 days from the date of issue; and/or
- if such Octopus has only been used for five (5) payment transactions or less from the date of issue (excluding any bill payment transaction or donation transaction)
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)
Refund Methods:
| Remaining Value Below HK$500 |
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You can obtain an on-the-spot refund of your remaining value and deposit at any MTR Customer Service Centre through either one of the following methods:
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| Remaining Value of HK$500 or above |
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You can return your Octopus to any MTR Customer Service Centre, you will be required to fill in a form and you can select any one of the following refund methods:
We will notify you of the refund arrangement within 9 working days. Refund includes remaining value and deposit. |
Sold Octopus
Remaining value of a Sold Octopus can be refunded but not the cost of the Octopus itself. Once refunded, the Sold Octopus can no longer be used.
Refund Methods:
| Remaining Value Below HK$500 |
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You can obtain an on-the-spot refund of your remaining value at any MTR Customer Service Centre through either one of the following methods:
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| Remaining Value of HK$500 or above |
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You can return your Octopus to any MTR Customer Service Centre. You will be required to fill in a form and you can select any one of the following refund methods:
We will notify you of the refund arrangement within 9 working days. |
Mobile Octopus
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You can select "Delete and Refund" in Octopus App to delete your Octopus on your iPhone or Apple Watch (including Bank Co-Brand Octopus Card on Mobile).
If you have lost your iPhone or Apple Watch, you can go to Apple ID account page or use Find My iPhone to remove the Octopus in the device. You can sign in to iCloud with another eligible mobile device to retrieve your Octopus afterwards. If you cannot arrange refund with the above mentioned methods, please fill in this form (only applicable to cardholder of Personalised Octopus, Octopus linked to Automatic Add Value Service (AAVS), Bank Co-Brand Octopus Card on Mobile, or Octopus registered in Octopus App already). |
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You can select "Delete and Refund" in Octopus App to delete Octopus on Android, the remaining value can be refunded via Octopus Wallet (only applicable to Plus or Pro) or FPS. If you have lost your Android device, you can click here to suspend or wipe your Octopus on Android. If you cannot arrange refund with the above mentioned methods, please fill in this form. |
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If you would like to delete your Smart Octopus in Samsung Pay, you can select "Delete and Refund" in Samsung Pay app and click here to get a refund using our online form. (only applicable if you have provided refund information when you registered Smart Octopus in Samsung Pay). If you have lost your Samsung mobile device, please delete the Smart Octopus data by wiping your device with the Samsung Find My Mobile (FMM) Service before applying for refund with this form, or click here to report the loss of your Smart Octopus. |
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You can select "Delete and Refund" in Octopus App to delete your Octopus on your Huawei mobile device, the remaining value can be refunded via Octopus Wallet (only applicable to Plus or Pro) or FPS. If you have lost your Huawei mobile device, you can go to Huawei Cloud or use Find Device to remove the Octopus on the mobile device. You can log in to HUAWEI Wallet with the same Huawei account on another device to retrieve your Octopus afterwards. If you cannot arrange refund with the above mentioned methods, please fill in this form (only applicable to cardholder of Personalised Octopus, Octopus linked to Automatic Add Value Service (AAVS) or you have provided refund information when you registered Huawei Pay Octopus in Octopus App). |
Octopus Mobile SIM
Refund Methods:
| Remaining Value Below HK$500 |
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You can obtain an on-the-spot refund of your remaining value at any MTR Customer Service Centre through either one of the following methods:
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| Remaining Value of HK$500 or above |
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Please click here to cancel the Octopus Mobile SIM using our online form. |
Cross Border Octopus
Once a Cross Border Octopus is refunded, it can no longer be used. The initial cost of the Cross Border Octopus cannot be refunded.
Refund Methods:
Cross Border Octopus carries two separated e-purses issued by Octopus and Hu Tong Xing or Lingnan Pass. Cancelling the card and obtaining a refund of any remaining value requires a visit to both MTR Customer Service Centre for Octopus and the office of Hu Tong Xing or Lingnan Pass. We only process the refund of the remaining value on the e-purse issued by Octopus.
| Remaining Value Below HK$500 |
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You can obtain an on-the-spot refund of your remaining value on the Octopus e-purse at any MTR Customer Service Centre through either one of the following methods:
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| Remaining Value of HK$500 or above |
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You can return your Cross Border Octopus to any MTR Customer Service Centre. 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 (Hu Tong Xing or Lingnan Pass) 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. |