FAQ

Please contact us for assistance.

If you need to cancel your Wallet, please make sure there is no remaining value in your Wallet. In the main menu, please select "More" > "Settings" > "Account Settings" > "Cancel Account".

Please note that you cannot cancel your Wallet until after any outstanding Transfer In or Transfer Out transactions with your bank account are settled.

Once you cancel your Wallet, you cannot apply for another Octopus Wallet with the same mobile number/ID number within 30 days.

If your device has been lost or is malfunctioning, you can log in to your Wallet using another device, and then disconnect access via the lost/broken device under "More" > "Settings" > "Security" > "Device Management". If you are using Plus or Pro (Verified), you can also contact us to suspend your Wallet.

To verify your identify while enquiring via Octopus Customer Service Hotline, our customer service representatives may ask you to provide the Authentication Code. This code can be found in "More" > "Setting" > "Safety Settings" > Authentication Code of the Octopus App.