About Incomplete transaction
Why does an incomplete transaction occur?
An incomplete transaction may occur when an Octopus is removed too quickly from the Octopus reader, or when an Octopus is presented at the reader at the same time with another Octopus or contactless smart card.
When an incomplete transaction happens, the "dood" sound is not heard and the remaining value is not shown on the screen. If the cashier thinks that the payment has not successfully gone through, you may be asked to pay by other means, even if your Octopus deducts the sum from its remaining value. When this happens, tap the Octopus on the reader again to hear the “dood” signal for a complete transaction and see the remaining value. This will NOT cause a double deduction. If there is no response to the second tap, make sure no other Octopus or contactless smart cards are placed too close to the card while tapping.
For an incomplete (and therefore unsuccessful) transaction, the cashier may ask you to pay by other means, even if your Octopus deducts the sum from its remaining value.
How do I avoid incomplete transactions?
Under such circumstances, the customer should tap the Octopus on the same reader again until the "dood" sound is heard and the remaining value is shown on the screen. This will NOT cause double deduction. Should the reader continue to have no response, please check if the Octopus is placed together with another Octopus or contactless smart card.
To prevent incomplete transactions from occurring, don’t remove an Octopus too quickly from an Octopus reader when tapping, and separate your Octopus and other contactless smart cards for use in a wallet, or simply pull out the Octopus completely when using it.
How do I check for pending refunds?
You can see if you have pending refunds for incomplete transactions by filling in an online enquiry form, calling the Octopus Customer Service Hotline on 2266 2222 or checking at any Octopus Service Point.
If you do have any incomplete transactions pending refund, you will see a message in the Octopus App.
How do I get the refund?
Octopus users do not need to request or apply for an incomplete transaction refund – these are queued for processing automatically, and only need to be collected.
Refunds can be collected at any Octopus Service Point or through the Octopus App. Pending refunds will also be collected if detected when the Octopus is used or reloaded at any 7-Eleven store in Hong Kong (regardless of the transaction value), or when paying bus fares on KMB and LWB buses with Octopus.
Octopus Transaction Refund Statistics
This is a general picture of incomplete transactions and refunds to-date, as recorded and refunded through 7-Eleven stores in Hong Kong, KMB and LWB, the Octopus Service Points at designated MTR stations or the Octopus App.
| Amount (HK$) | Count | |
| Incomplete transaction records as of 27 Oct 2024 | 68,871,347.8 | 2,203,829 |
| Refunded as of 27 Oct 2024 | 63,305,557.5 | 1,985,653 |