FAQ

1. Select "Delete" from the pulldown menu at the top right corner of the Smart Octopus in Samsung Pay enquiry page.
2. Select "Delete and refund" and enter your information for a refund.
3. Confirm that you want to delete and refund the Smart Octopus in Samsung Pay and have entered the correct information.
4. Deletion of Smart Octopus in Samsung Pay in progress.
5. Once the process is completed, tap "Get Refund" to go to the OCL refund web page
6. Apply for a refund with the following four steps:
   1. Verify your Smart Octopus in Samsung Pay by using the refund information previously provided in the Samsung Wallet app.
   2. Enter the SMS verification code received at your registered mobile number.
   3. Select the Smart Octopus in Samsung Pay to be refunded and enter the necessary information for a refund, i.e. your name as registered at your bank, your contact number, the first four digits of your identity document number, and your mailing address.
   4. Confirm all information provided is correct and accept the Terms and Conditions to finish.

Refund of Smart Octopus in Samsung Pay may be subjected to charges as below:

1. For requesting refund of Smart Octopus in Samsung Pay (except Personalised Smart Octopus in Samsung Pay) issued on or after 14 October 2019 within 90 days from the date of issue, a handling fee of HK$11 will be charged.
2. For requesting refund of Personalised Smart Octopus in Samsung Pay, a handling fee of HK$10 will be charged.

Lost Octopus Reporting Service is available for customers who have a Personalised Smart Octopus in Samsung Pay or Smart Octopus in Samsung Pay with Automatic Add Value Service (AAVS). You can report loss of your Smart Octopus in Samsung Pay and request for replacement of your Personalised Smart Octopus in Samsung Pay by clicking here. You can also report loss of your Smart Octopus in Samsung Pay by calling the Lost Octopus Reporting Hotline (24-hour) on 2266 2266.

If your lost Octopus is a Personalised Mobile Octopus with Student Status, please click here for more details.

1. Tap "More" > "Customer Service" in Octopus App.
2. Tap "Personalised Smart Octopus in Samsung Pay Replacement".
3. Input personal information to verify your identity.
4. Tap "OK".
5. You will be directed to Samsung Wallet app, tap "START".
6. Tap "Transfer" to transfer the new Smart Octopus in Samsung Pay from your Samsung Account to your handset.
7. Transfer of Smart Octopus in Samsung Pay in progress.
8. Transfer is completed. Enter your information for future refund purposes (optional).
9. Personalised Smart Octopus in Samsung Pay replacement is completed*. We shall refund the remaining value (if any) of your lost Personalised Smart Octopus in Samsung Pay after 4 working days via Octopus App.

*Please complete the replacement process within 14 calendar days after requesting for replacement of Personalised Smart Octopus in Samsung Pay. Otherwise the replacement request will be cancelled and the remaining value (if any) of the lost Smart Octopus in Samsung Pay will be refunded to you by cheque.

We shall refund the remaining value (if any) of your lost Personalised Smart Octopus in Samsung Pay to you via Octopus App 4 working days after you have replaced your Personalised Smart Octopus in Samsung Pay. Please follow steps below to collect:

1. Tap "Message" on Octopus App main menu.
2. Tap the pending card action(s).
3. Tap your replaced new Personalised Smart Octopus in Samsung Pay.
4. Tap "Collect".
5. Use your selected authentication method to authorize the transaction.
6. Refund collection is completed.

You can still apply for a refund if you have previously provided the Smart Octopus in Samsung Pay refund information (your name and mobile number*) in the Samsung Wallet app. Please delete the Smart Octopus in Samsung Pay data in your lost mobile device by wiping your device with the Samsung Find My Mobile (FMM) Service. After that you can apply for a refund of your Smart Octopus in Samsung Pay by clicking here.

* The mobile number you entered will be used to receive a one-time password to verify your identity during refund process. You may need to replace your SIM at your mobile network operator if it has been lost with your mobile device.

Please contact us for assistance. You may need to provide some information to staff to verify your identity, such as what time it was when you used FMM, your Samsung account information, etc.

Yes, you can disable the Smart Octopus in Samsung Pay in your previous device and apply for a refund by using the new device. Please use your new device to log into the same Samsung account which stores the Smart Octopus in Samsung Pay, after tapping "Octopus" on the main screen, tap "Disable". Once your Smart Octopus in Samsung Pay is disabled, you can tap "Get Refund" to link to the Octopus refund page to apply for a refund.

Important notes:

1. Please remember the name and mobile number entered in the refund information field in the Samsung Wallet app, as the information will be used for your refund application.
2. The mobile number you entered will be used to receive a one-time password to verify your identity

If you are not a Personalised Smart Octopus in Samsung Pay cardholder, or do not have Automatic Add Value Service (AAVS) linked to your Smart Octopus in Samsung Pay and have not provided your name and mobile number, refunds cannot be processed for your Smart Octopus in Samsung Pay. Therefore, although the information is not mandatory, we do recommend providing it.

Please keep a record of the name and mobile number entered. The mobile number entered will be used to receive a one-time password to verify your identity when processing your refund.

Yes. Go to the Smart Octopus in Samsung Pay enquiry screen and tap “⋮” for “Update refund info”. Your refund information can then be updated accordingly.