FAQ

If your mobile device is lost or malfunction, you can log into your Octopus Wallet with another mobile device, and continue using your Octopus Mastercard.

If you don't have another mobile device, you can disable your Octopus Mastercard and temporarily stop the payment function by filling in the Disable Octopus Mastercard form.

If you insist to cancel your Octopus Mastercard, please contact us for further arrangements.

Please note that after you have cancelled or terminated your Octopus Mastercard, it cannot be reactivated.

You may temporarily stop the payment function by filling in the Disable Octopus Mastercard form.

If you insist to cancel your Octopus Mastercard, please contact us for further arrangements.

Please note that after you have cancelled or terminated your Octopus Mastercard, it cannot be reactivated.

You can raise chargeback request by downloading "Cardholder Dispute Form" and submit the completed and signed form together with relevant transaction receipt(s) or contact details (Please refer to "Chargeback Mechanism") by mail or email.

If you suspect your Octopus Mastercard has been illegally used, you can disable your Octopus Mastercard via Octopus App, or cancel your existing Octopus Mastercard according to Question 2 above. You can re-apply the Octopus Mastercard again. The balance of your Octopus Wallet will not be affected for cancellation & re-application of Octopus Mastercard.

If you are dissatisfied with the products or services purchased from a merchant, please contact them directly. OCL, as a payment service provider, is not in a position to intervene, and is not responsible for the performance and quality of products/services offered by the merchants. You are advised to review the merchant's return/refund policies before making an order or proceeding with a payment to the merchant.

The refund will be credited to your Octopus Wallet directly once we have received the refund instruction by the merchant.