FAQ

After submitting a refund request via the Octopus App for Tourists (Setting > Refund Card), the deposit and remaining value of your Huawei Pay Octopus will be refunded to the credit or debit card you used to top up your Octopus. The refund may take 6–8 weeks to process.

Please follow these steps:

1. Download "Octopus App for Tourists" in HUAWEI App Gallery
2. Select Octopus in HUAWEI Wallet and tap "Return card";
3. Tap "Next";
4. Read and accept "Terms and Conditions", then tap "Next";
5. Input contact email for refund notification, tap "Refund Card";
6. Confirm refund amount and tap “Confirm”
7. Refund request is completed.

Since we will refund to the credit or debit card you used to top up your Huawei Pay Octopus, the deposit and remaining value of the Octopus will be converted to the currency of your credit or debit card, and refunded to the card.

A handling fee of HK$D11 will be charged for Huawei Pay Octopus cancelled within 90 days from the date of issue.

Refund of Huawei Pay Octopus is subject to an annual refund limit of HK$3,000 per mobile device.

It may take 6–8 weeks for the refund to be credited to the credit or debit card you use to top up the Octopus.

This means there is no record of topping up your Huawei Pay Octopus with a credit or debit card via the Octopus App for Tourists. Therefore, we cannot refund the deposit and remaining value to you. We suggest a one-time top up of your Octopus with your UnionPay credit or debit card via the Octopus App for Tourists. Then, request a refund.

Refunds are not available through these channels. Please submit your refund request via the Octopus App for Tourists. If you cannot submit a refund request via the Octopus App for Tourists, please contact us.

You can remove the Huawei Pay Octopus by visiting the Huawei Cloud or using "Find Device", and then restore the Octopus in another device:

1. Use the Huawei ID of your Transportation card to log into HiCloud (cloud.huawei.com)
2. Tap profile picture at the top right hand corner, select “Setting”, and remove Huawei Pay Octopus. After removing it successfully, you may login a new Huawei device with the same Huawei ID and download Huawei Pay Octopus for tourists.

If you cannot submit a request for a refund of your Octopus via the Octopus App for Tourists, please contact us.