FAQ

The Octopus App is the official application developed and managed by Octopus Cards Limited; available on both the Android and iOS platforms. The new Octopus App allows you to enjoy the following services as a registered user of Octopus App to manage both your Octopus card and Octopus Wallet via your mobile device, anywhere, any time:

• Top up your Octopus cards anytime, anywhere, with money in your Octopus Wallet, or from your bank account through the Faster Payment System (FPS).
• See how much you have left on your cards, check the latest spending records, and past 3-month spending records with a summary by categories.
• View your public transport expenses, the result of registering for designated transport tickets, and collect the monthly subsidies with just a few clicks!
• Buy MTR, KMB and Sun Ferry monthly passes, pay bills and more, anywhere, anytime!
• Activate the Automatic Add Value Service (AAVS) function or upgrade your auto-reload amount to $500 instantly
• Report loss of Personalised Octopus or Octopus cards linked to AAVS
• Enjoy fabulous merchant offers

* The services that require tapping cards are applicable for:
(1) Android – NFC-enabled mobile devices
(2) iOS – iPhone 7 or newer with iOS 13 or above, or connected with Octopus Mobile Reader

Please click here for details.

For security reasons, the application only supports Octopus cards already registered on your mobile device.

For NFC-enabled Android mobile devices:

Upon successful registration, place the registered Octopus by the back of your NFC Android device and wait for a few seconds until its remaining value and the latest spending records are shown. If you need to check the spending records of another Octopus, please press the 'Back' button on your NFC Android device or wait for 30 seconds.

(Smart Octopus in Samsung Pay: Octopus App will direct you to the Samsung Pay app to check the transaction records of your Smart Octopus in Samsung Pay)

​For iOS mobile devices:

iPhone 7 or newer with iOS 13 or above - Upon successful registration, place the registered Octopus by the upper back of your mobile device and wait for a few seconds until its remaining value and the latest spending records are shown.

Other iOS mobile device - you'll need an Octopus Mobile Reader which has been paired with your mobile device (please click here for the pairing steps). Upon successful pairing and connection, place the registered Octopus on the Octopus Mobile Reader and wait for a few seconds until its remaining value and the latest spending records are shown. If you need to check the spending records of another Octopus, please press the 'Back' button on your iOS device or wait for 30 seconds.

If you're an Octopus Mobile SIM users, there's no need to register your Octopus Mobile SIM in order to use the Octopus App enquiry function.

For NFC-enabled Android mobile devices:

1. Press "Enquiry" then place the Octopus at the NFC area of your mobile device until the remaining value is shown. If it is an Octopus Mobile SIM or Smart Octopus in Samsung Pay, simply press "Enquiry" button.
2. Tap the ⓘ icon on the top right corner for the status of your Octopus and whether it is subject to the Inactive Octopus Administrative Fee or Inactive Mobile Octopus Administrative Fee.

For iOS mobile devices:

1. If your mobile device does not support NFC tap card function, connect the Octopus Mobile Reader.
2. Press "Enquiry" and place the Octopus by the upper back of your mobile device, or on the Octopus Mobile Reader, until the remaining value is shown.
3. For registered Octopus, please tap ">" icon next to the remaining value, then tap the ⓘ icon at the top right corner to show the status of your Octopus and whether it is subject to the Inactive Octopus Administrative Fee. If your Octopus is not registered, please tap the ⓘ icon on the top right corner for the status of your Octopus and whether it is subject to the Inactive Octopus Administrative Fee.

If your Octopus has not been used for some time, it will become inactive.

For NFC-enabled Android mobile devices:

1. After you place the Octopus at the NFC area of your mobile device (or simply tap "Enquiry" for Octopus Mobile SIM), tap "DETAILS" to check the status and/or choose to reactivate your Octopus.
2. After checking the status of your Octopus, please tap "ACTIVATE" if you choose to reactivate your inactive Octopus.
3. Place your Octopus at the NFC area of your mobile device, until the reactivation is completed.

For iOS mobile devices:

1. If your mobile device does not support NFC tap card function, connect the Octopus Mobile Reader.
2. After you place the Octopus by the upper back of your mobile device / on the Octopus Mobile Reader, tap "Details" to check the status and/or choose to reactivate your Octopus.
3. After checking the status of your Octopus, please tap "Activate" if you choose to reactivate your inactive Octopus.
4. Put your Octopus by the upper back of your mobile device / on the Octopus Mobile Reader until the reactivation is completed.

The following are some of the reasons that may cause your Octopus to fail to be read by the Octopus App, including:

• The Octopus App only works with Octopus with a 9-digit Octopus number (eight digits plus one single digit inside the bracket, e.g. 12345678(9)). Please ensure that your Octopus number fulfils this requirement.
• Remove any smartcard near your Octopus.
• The Cross Border Octopus is not supported by the Octopus App. Please use other enquiry channels as listed on the Octopus website for the latest transaction information recorded on your Cross Border Octopus.
• For security reasons, the Octopus App only supports Octopus registered on your mobile device. You will need to register your Octopus to the Octopus App.

For NFC-enabled Android mobile devices:

• The design of the NFC antenna and transmission power of each mobile device varies. If your Octopus cannot be read properly, please try holding the card about 1-2cm away from your phone.
• In most mobile devices, the NFC antenna is located at the back. Please click here for compatible NFC mobile device models and information regarding the NFC detection area in selected models.
• Please note that the NFC antenna in some Samsung mobile devices is embedded inside the Samsung-manufactured battery. In some mobile devices, the NFC antenna is located in the backplane. If you are using a replacement battery or accessory, it may affect the NFC function of the mobile device. Please refer to the user manual of your mobile device for details.
• Hold your Octopus and NFC-enabled Android mobile device steady while trying to read the Octopus card.

For iOS mobile devices:

• iPhone 7 or newer with iOS 13 or above:
  • Pls try holding the card about 1-2cm away from your phone.
  • Hold your Octopus and mobile device steady while trying to read the Octopus card.
• Other iOS mobile device:
  • users require an Octopus Mobile Reader which has been successfully paired with the mobile device; please click here to learn more.
  • Your Octopus is not correctly placed on the Reader. Please hold your Octopus steady on the Reader and do not remove it until the read/write process has been completed.

Upon successful completion of online payment transactions, the payment receipt will be stored in your mobile device for 270 days. You can remove the payment receipt at any time.

The notifications below will be provided by the Octopus App relating to your registered Octopus / Octopus Wallet:

• Promotion rebate / bonus pending collection
• Registered Octopus status update
• Refund pending collection
• Approved AAVS application pending activation
• Successful add-value transaction to your Octopus Wallet
• Octopus Wallet friend request pending approval
• P2P payment request pending confirmation
• Fund transfer from your Octopus Wallet exceeds predefined amount

You can change the notification settings under your profile or for each registered Octopus under "Octopus List" in the Octopus App. This option is not applicable to reminder messages for the Octopus Mobile SIM.

Android ID or identifierForVendor is an unique identifier for the Octopus App installed in your mobile device, which is required for authentication when carrying out functions within the Octopus App. The notification identification number is provided by Google or Apple to enable us to send notifications to your mobile device.

The Octopus App performance may be affected by your Internet connection, mobile device or other reasons. You can collect the refund for your Octopus Mobile SIM through the app or other channels as listed on our website.

Due to the time-lag of notifications, you may have already collected the refund in the Octopus App or through other channels prior to receiving the notification. Please check your transaction history for details of your refund record.

Due to the time-lag of notifications, you may have already activated the AAVS in the Octopus App or through other channels prior to receiving the notification. Please check your transaction history to verify if the AAVS is already enabled.

You can disable the collection of information through the Settings menu by unchecking "Send usage info".

The Octopus App is the official application developed by OCL. It can read the remaining value and latest transaction records of your Octopus, as well as other card information, and facilitate online payment services and Octopus Wallet services.

The Octopus App requires the following permissions to function properly:

For Android:

1. Camera / Take pictures and record videos: To scan QR codes for Octopus Online Payment Service and upload pictures for various Octopus Wallet services.
2. Device ID: To validate the Octopus number registered in the Octopus App.
3. Run at Startup and access SIM: To provide a transaction enquiry service and SIM removal alert for Octopus Mobile SIM user.
4. Device & app history: To detect if you are using the Octopus Wallet service and automatically log you out of your Wallet as required.
5. Identity: To remember your account information.
6. Contacts: To access your phone book to enable you to find other Octopus Wallet users and add them as your Wallet friends. You can withdraw this permission at any time by changing the settings in the app.
7. Photos / Media / Files: To upload photos from your photo gallery to the app.

For iOS:

1. Camera: To scan QR codes for the Octopus Online Payment Service
2. Notifications: To send service notification to your mobile device
3. Cellular data: To communicate with Octopus servers to provide information and enquiry results
4. Device & app history: To detect if you are using the Octopus Wallet service and automatically log you out of your Wallet as required.
5. Identity: To remember your account information.
6. Contacts: To access your phone book to enable you to find other Octopus Wallet users and add them as your Wallet friends. You can withdraw this permission at any time by changing the settings in the app.
7. Photos / Media / Files: To upload photos from your photo gallery to the app.
8. Camera: To take photos and upload them to the app.
9. Device ID & call information: To validate the installation of the Octopus App.

Your personal information is collected during application for Octopus Wallet and provision of customer service. Please visit the Octopus website for our Personal Information Collection Statements and Privacy Policy. To check the permissions you have granted to the app, please go to "Settings" > "Apps"> "Octopus App" for the Android platform., or "Settings" > "Octopus App" for Apple iOS.

You can download the Octopus App for free from Google Play or the App Store by searching 'Octopus'.

Except for fees and charges for specific Octopus Wallet functions, the Octopus App is free of charge. Click here for details.

The following are some of the reasons that may lead to your inability to locate the Octopus App on Google Play, including:

• You are using an old version of Android. The Octopus App is applicable only to Android 4.0 or above.
• Your Android mobile device is not equipped with the NFC function, e.g. Galaxy Note. Google Play will automatically restrict the search results.
• Your NFC-enabled Android mobile device is not the official manufacturer's product sold through the authorized distributors in Hong Kong (parallel goods).
• You have updated your NFC-enabled Android mobile device with an unofficial Operating System (Custom ROM).

To register an account of the Octopus App, you must be aged 12 or above. You can download the latest version Octopus App and follow the instructions to register an account with a mobile number and an email address. Then you can enter your Octopus number and tap card to complete the registration of the Octopus card in Octopus App* by selecting one of the authentication method:

Tap card via Octopus App

• For NFC-enabled Android mobile devices – you can tap your Octopus card to the NFC area of your NFC-enabled Android mobile device to complete the registration process.
• iPhone 7 or newer with iOS 13 or above – you can tap your Octopus card to the NFC area of your mobile device to complete the registration process.
• Other iOS mobile device – you can tap your Octopus card to the Octopus Mobile Reader paired up with your iOS mobile device to complete the registration process.

Tap card at Octopus Service Point
You can visit any Octopus Service Point and tap the card to complete the registration of Octopus in Octopus App within 7 days.

Then you can view the past 3-month spending records of the registered Octopus under the account of the Octopus App.

Each Octopus can only be registered to one account of Octopus App at a time. If you register an Octopus card which has been registered before to another account, the transaction data of that Octopus card in such account will be calculated from the date you register to such account. Also, the registration of the Octopus card in the original account will be removed.

If you have forgotten your password of the Octopus App, you can click "Forgotten" in the login page and enter the registered mobile number. You will then go to the "Verify email" page and receive an email confirmation of your password reset request upon clicking "Next". Please click the link in the email and you will receive a verification code through the SMS. Finally, you can input the verification code to reset your password.

You must tap card at Octopus Service Point within 7 days or otherwise, such request of registration of Octopus in Octopus App will be cancelled and you will have to enter the Octopus number for registration again in Octopus App.

If your Octopus has been registered before, you can only view the records starting from your registered date.

(For Octopus Wallet user)

To ensure you can change direct marketing settings in the Octopus App, please take the following steps:

1. Make sure your mobile device is connected to the Internet
2. Open the Octopus App, go to "More" and tap "App Settings" in the Settings
3. Tap "Direct Marketing"
4. Change your preference in Direct Marketing:
   • Email
   • SMS
   • Octopus App Push Notification

(For non - Octopus Wallet user)

To ensure you can change notification settings in the Octopus App, please take the following steps:

1. Make sure your mobile device is connected to the Internet
2. Open the Octopus App, go to "More" and tap "App Settings" in the Settings
3. Tap "Notification"
4. Change your preference in Notification Settings:
   • Updates and offers