- What
should I do if I lose my Octopus?
IF YOU LOST A PERSONALISED OCTOPUS OR OCTOPUS LINKED WITH AUTOMATIC
ADD VALUE SERVICE (AAVS) –
If your Octopus is Personalised or linked with the AAVS, you should call the
24-hour Octopus Lost-card Hotline on 2266 2266 click here to link to the page
on Lost Card Procedures of Octopus Cards Ltdto report the loss immediately
in order to safeguard your Octopus Reward$.
To continue enjoying Octopus Rewards, you can simply register a new Octopus
through our Octopus Rewards Customer Hotline 3690 1313. After the 5th
day of the registration present your newly registered Octopus at any
Octopus Rewards
Station at any Octopus Rewards partner's outlet.
To recover the remaining Reward$ on your lost Octopus, from the 7th day
after the lost Octopus was reported, you will need to register your new
Octopus within 14
days through our Octopus Rewards Customer Hotline on 3690 1313
for
Reward$ recovery. You can collect your recovered Reward$ any time within
30 days from the date of registering your new Octopus. Uncollected Reward$
will
be forfeited without notice.
IF YOUR MEMBERSHIP OCTOPUS IS AN ANONYMOUS OCTOPUS –
The Reward$ as recorded on your Membership Octopus will be forfeited.
To continue enjoying Octopus Rewards, you can simply register a new Octopus
through our Octopus Rewards Customer Hotline 3690 1313. After the 5th
day of the registration present your newly registered Octopus at any
Octopus Rewards
Station at any Octopus Rewards partner's outlet.
If you lose any type of activated Octopus, including an anonymous Octopus,
you should immediately contact any Octopus Rewards partner with whom
you earn Reward$ which you later download at an Octopus Rewards Station.
You should
advise them of the situation and let them know as soon as you have a
new activated Octopus. Once you provide these partners with a new activated
Octopus for data
updating, you will be able to continue enjoying Octopus Rewards offers.
- Does my lost or malfunctioned Octopus contain sensitive personal data?
For customer information, there is no personal data stored in your activated
Octopus, merely security features which allow you to participate in the Octopus
Rewards programme. Octopus Rewards transactions are stored on your Octopus card
independently and separately and will not affect the cash value stored on your
Octopus.
Should you have any further questions, please feel free to call Octopus Rewards
Customer Hotline 3690 1313 during office hours.
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- Will I be able to reclaim my Reward$ on my newly activated Octopus
after I file a Lost Card Report or after my Octopus malfunctions and is returned?
In the event that your Octopus malfunctions, all Reward$ stored on the Octopus
at the time of your last transaction record will be transferred to your newly
activated Octopus. For details, please refer to our website under Customer Service
for Reward$
Recovery
Procedure, and the Recovery Procedure sections of the Octopus Rewards partners'
websites.
If your lost Octopus is Personalised or linked with the Automatic
Add Value Service
(AAVS), you can recover the approved Reward$ balance from your lost Octopus,
but if you lose an Anonymous Octopus you will not be able to recover your Reward$.
- How does the recovery procedure work?
Whether your membership Octopus is an:
- Anonymous Octopus that malfunctions and is returned; or a
- Personalised Octopus or Octopus with Automatic Add Value Service (AAVS) that is reported as lost or malfunctioning;
simply follow the procedures below to recover the validated remaining Reward$
from your previous Octopus.
If you
have requested for a replacement card |
If you have NOT requested for a replacement card |
- From the 10th
day after reporting the loss of your Octopus or returning
the malfunctioning Octopus, you will receive a notification letter from
Octopus Cards Limited
for collection of a replacement Octopus at your
designated MTR Customer Service Centre.
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- From
the 7th day after reporting the loss of your Octopus or returning the malfunctioning
Octopus, you will need to register another Octopus by the 14th day through
our Octopus Rewards Customer Hotline on 3690 1313 (select language then
press “3”, “3”) and follow the instructions for Reward$ recovery.
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On the next day after receiving your new replacement Octopus, you should first
present your Octopus at any Octopus
Rewards
Station to activate Octopus Rewards and then present it again to download
your recovered Reward$.
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- From the
5thday after registering your new Octopus, you should first present
your Octopus at any Octopus Rewards Station to activate Octopus Rewards
and then present it again to download your recovered Reward$.
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Expiry of Reward$ Recovery:
Please collect your recovered Reward$ at any Octopus Rewards Station within
30 days from the date of the notification letter or of registering a new Octopus.
Otherwise, all uncollected Reward$ will be forfeited without notice. |
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