Press Release

Octopus launches Card Replacement Programme: Customers can replace their cards by transferring data to Mobile Octopus or new physical cards

(Hong Kong, 29 November 2023) Octopus Cards Limited (OCL) today launches the Card Replacement Programme for customers to replace their Octopus cards, in a bid to optimise customer experience.

When customers hear the special prompt ─ a three-beat "Dood~Dood Dood" sound as opposed to a single “Dood” sound when tapping their Octopus cards – they have two ways to replace their cards:

• Transfer data from existing cards to Mobile Octopus from the convenience of Octopus App or Samsung Wallet App for Samsung users
• Visit designated locations to have the cards replaced for free*

Octopus will replace Octopus issued from 2002 onwards, in batches every month, to ensure that customers can continue to enjoy the same fast, reliable, and secure payments.

The deposit, remaining value and most of the associated Octopus services or offers, if any, will be transferred automatically to Mobile Octopus or the new card. Customers may also return their Octopus cards to arrange for a refund of the deposit and remaining value.

Octopus encourages customers to promptly replace any soon-to-be or already invalid Octopus cards to avoid overdue charges. Customers who replace or return their expired cards within one year of the cards expiring will not be charged the “Overdue for Replacement Administrative Fee”. Thereafter, an “Overdue for Replacement Administrative Fee” of HK$20 per year will be taken from the remaining card value and the deposit of the invalid Octopus, until both sums are fully depleted.

In addition to the prompt sound, customers can check whether their Octopus cards are due for replacement via the Octopus Card Replacement Programme webpage, Octopus’s Interactive Voice Recording System and Octopus Service Points in designated MTR stations and shopping malls. Customers, who have registered their Octopus cards in the Octopus App, will receive system message notifications when their Octopus cards need to be replaced.

 

Appendix: Free-of-charge Replacement Channels for Different Types of Octopus

Type of Octopus Card	Card Replacement Channels
Anonymous Octopus	Customers using specified models of Apple, Huawei, and Samsung mobile devices can transfer an Octopus that needs to be replaced, to Octopus in iPhone or Apple Watch, Huawei Pay Octopus, and Smart Octopus in Samsung Pay, respectively. Customers wishing to replace their invalid cards with new physical Octopus cards can do so at Octopus Service Points in designated MTR stations and shopping malls, MTR Customer Service Centres (including Light Rail Customer Service Centres). JoyYou cardholders can transfer their deposit, remaining value and associated services in Octopus that need to be replaced to their JoyYou Cards using the “Easy Transfer” service at Octopus Service Points in designated MTR stations or shopping malls. Hence, they do not need new regular Octopus cards.
Personalised Octopus	Customers using specified models of Apple, Huawei, and Samsung mobile devices can transfer an Octopus that needs to be replaced, to Octopus in iPhone or Apple Watch, Huawei Pay Octopus, and Smart Octopus in Samsung Pay, respectively. Customers wishing to obtain physical Octopus cards as replacements must first register for the new cards on the Octopus website. Upon receiving the new cards, they must bring both the old and new cards to any Octopus Service Points in designated MTR stations and shopping malls, for data transfers to complete the replacement process. JoyYou cardholders can transfer their deposit, remaining value and associated services in Octopus that need to be replaced to their JoyYou Cards using the “Easy Transfer” service at Octopus Service Points in designated MTR stations or shopping malls. Hence, they do not need new regular Octopus cards.
Sold Octopus (Special/ Limited Edition Octopus, Octopus Watches, Mini Octopus, Octopus Ornaments)	Customers should visit any Octopus Service Points in designated MTR stations and shopping malls to transfer the services or offers on their Sold Octopus to one of the following Octopus products before the Sold Octopus become invalid: Another Sold Octopus (except Personalised Octopus and Bank Co-Brand Octopus); Another On-Loan Anonymous Octopus or JoyYou Card; or A new On-Loan Octopus issued by an Octopus Service Point.

For the locations of Octopus Service Points, please visit https://www.octopus.com.hk/en/consumer/card-replacement/octopus-service-points/index.html.

 

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