Lost Octopus Reporting For details, please click here

Rewards Recovery Procedure When a Rewards-activated Octopus malfunctions and is returned, or is reported as lost#, you can simply follow the procedures below to recover the validated remaining Reward$ from your previous Octopus.

If you have asked for a replacement card when reporting the malfunctioning or loss of a Personalised Octopus or an Octopus linked with AAVS
If you do NOT have a replacement card when reporting a malfunctioning or lost Octopus
  1. 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.
  2. 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$.
  1. From the 7th day after reporting the loss of your Octopus or returning the malfunctioning Octopus, you will need to register another Octopus by the 14th day through our Octopus Rewards Customer Hotline on 3690 1313 (select language then press “3”, “3”) and follow the instructions for Reward$ recovery.
  2. From the 5th day 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$.
Expiry of Reward Recovery collection:
Please collect your recovered Reward$ 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.
#If the lost card is an On-Loan Octopus, Reward$ cannot be recovered.
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