FAQ

To encourage customers to promptly replace their Octopus Cards with new ones so as to continue enjoying Octopus' latest services with more advanced security protections, an Overdue Replacement Administrative Fee has been introduced on 15 November 2022 (effective date).

A $20 Overdue Replacement Administrative Fee will be deducted from the remaining value and deposit (if applicable) of an Octopus Card one year after the card becomes invalid but has not been replaced, and $20 annually thereafter if the customer still does not replace the card, until the remaining value and deposit (if applicable) are fully depleted. In such case, the Octopus Card can no longer be replaced or refunded.

The Overdue Replacement Administrative Fee only applies to On-Loan Octopus Card and Sold Octopus which have not been replaced one year after it becomes invalid.

If your Octopus Card has become invalid before the effective date of the Overdue Replacement Administrative Fee (i.e. 15 November 2022) and has not been replaced since then, a $20 Overdue Replacement Administrative Fee will be deducted from your card for the first time on 15 November 2023; and $20 annually thereafter if you still do not replace the card, until the remaining value and deposit (if applicable) are fully depleted.

You can avoid paying the Overdue Replacement Administrative Fee by taking the following steps after its effective date, i.e. 15 November 2022:

1. Check the status of your Octopus Card through Octopus website, IVRS (Interactive Voice Recording System) or Octopus Service Point;
2. If you hear a special prompt – “Dood-Dood Dood” when tapping on Octopus readers, please replace your Octopus Card at an Octopus Service Point in order to continue using Octopus services. Please click here for the replacement procedure.