Malfunctioning Octopus
Services for a malfunctioning Octopus are available for:
*Services provided to owners of malfunctioning Sold Octopus issued by licensees are subject to the licensees’ terms and conditions.
What to do if your Octopus is not working
If your Octopus malfunctioned, please take it to the nearest MTR Customer Service Centre for assistance.
If your malfunctioned Octopus is an Octopus on iPhone or Apple Watch, Octopus on Android, Huawei Pay Octopus or Smart Octopus in Samsung Pay, please call the Octopus Customer Service Hotline on 2266 2222.
Standard On-Loan Octopus (not linked to Automatic Add Value Service)
If your Octopus cannot be immediately reactivated, the malfunctioning Octopus will be returned to Octopus Cards Limited for a refund. You may purchase a new Octopus immediately for normal use.
Standard Octopus (linked to Automatic Add Value Service)
If your Octopus cannot be immediately reactivated, the malfunctioning Octopus will be returned to Octopus Cards Limited for refund arrangement. You may purchase a new Octopus immediately and provide its number on the customer service request form for re-linking the AAVS to your new Octopus.
Personalised Octopus
If your Octopus cannot be immediately reactivated, the malfunctioning Octopus will be returned to Octopus Cards Limited for a refund and we will issue a new Personalised Octopus or link AAVS (if you have this service) to another 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.
Octopus Mobile SIM
You can click here to use our online application for cancellation of an Octopus Mobile SIM and request a refund. You can also obtain a new Octopus Mobile SIM from the designated mobile network operator if needed.