FAQ

You can delete your Huawei Pay Octopus and request a refund via the following channels in the Octopus App:

1. Refund to FPS bank account
   • Open the Octopus App and select the Octopus card face on your mobile device;
   • Select “Settings”, then select “Delete and Refund”;
   • Read and accept “Terms and Conditions for refund”;
   • Input Date of Birth and partial HKID (if it is a Personalised or AAVS-enabled Octopus card );
   • Select “Bank account (via FPS)”;
   • Select “Input FPS registered mobile number”, then input mobile number, select bank name (masked Recipient Name will be displayed) OR;
   • Select “Input bank account number directly”, then select bank name, input Recipient Account Number and Recipient Name;
   • Input email address for refund acknowledgement and further communication;
   • Proceed Huawei authentication;
   • The Huawei Pay Octopus will be deleted and the amount will be refunded to your bank account.
2. Refund to Octopus Wallet
   • Open the Octopus App and select the Octopus card face on your mobile device;
   • Select “Setting”, then select “Delete and Refund”;
   • Read and accept “Terms and Conditions for refund”;
   • Input Date of Birth and partial HKID (if it is a Personalised or AAVS-enabled Octopus card);
   • Select “Octopus Wallet Plus or Pro account” and confirm the refund amount;
   • Proceed Huawei authentication;
   • The Huawei Pay Octopus will be deleted and the amount will be refunded to your Octopus Wallet account.

Otherwise, you can click here to fill in the online refund application form.

Refunds for your Huawei Pay Octopus may be subject to the following charges:

1. For requesting a refund of Octopus (excluding Personalised Octopus) within 90 days from the date of issue (which include adding a new Octopus via the Octopus App/Octopus App for Tourists/ HUAWEI Wallet, or transferring a physical Octopus card to Huawei Pay), a handling fee of HK$11 will be charged.
2. For requesting a refund of a Personalised Octopus, a handling fee of HK$10 will be charged.

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

Refunds to FPS bank accounts and Octopus Wallet are processed immediately. However, in some circumstances, a bank may reject the transaction. We will send you an email to follow up your refund request if it happens.

You need to reapply for the physical Personalised Octopus with Student Status from MTR, and it requires relevant fees and deposits.

You can read and apply MTR Student Travel Scheme via MTR website.

You can remove the Huawei Pay Octopus by visiting Huawei account page or using Find My Mobile, and then restore the Octopus in another device. Alternatively, you can report the loss by clicking here to fill in the Report lost application form and select:

1. Report lost Octopus, get the refund and replace with an Octopus on iPhone or Apple Watch via Octopus App to continue enjoy the MTR concessionary fares instantly; or
2. Report lost Octopus, get the refund and replace with a physical Octopus (takes 7 working days and requires a non-refundable handling fee of HKD$20); or
3. Report lost Octopus and get the refund only

Please note that there is a handling fee of reporting loss of Mobile Octopus. During the waiting period for the replacement, you will not be able to enjoy the MTR concessionary fares temporarily.

If your mobile device is broken, please call the Octopus Customer Service Hotline on 2266 2222 to issue a replacement of a physical Personalised Octopus with Student Status (takes 7 working days) and arrange of refund (if any). After receiving the physical Personalised Octopus with Student Status, you can transfer it to your new mobile device. During the waiting period for the replacement, you will not be able to enjoy the MTR concessionary fares temporarily.

To install a replacement of a new Personalised Octopus in your handset, please follow the steps below:

• Click "More" > "Customer Service" in Octopus App;
• Click "Personalised Octopus on Huawei Pay Octopus Replacement";
• Input personal information to verify your identity;
• Select the Octopus that you have reported lost and requested for replacement;
• Click "Next";
• Click "Agree" after reading "Terms and Conditions";
• New Octopus is added, click "Done";
• Replacement is completed*. OCL shall refund the remaining value (if any) of your lost Personalised Octopus after 4 working days via the Octopus App.

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

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

• Open the Octopus App, click "Huawei Pay Octopus";
• Select Octopus, click "Collect" under "PENDING ACTIONS";
• Transaction in progress;
• Refund collection is successful, click "Done";
• Refund amount is added into the Octopus.

To ensure the successful refund, we recommend you to provide the information.

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

Refund information can be updated through Octopus App only. Go to the Huawei Pay Octopus enquiry screen at Octopus App and tap "Settings" > "Refund Info". Your refund information can then be updated accordingly.