1.

What can I do if I lose my Octopus with AAVS?

You can call the 24-hour Octopus Lost-card Hotline 2266 2266. The Hotline is manned from 0900 to 1730 during weekdays, and from 0900 to 1300 at weekends. During non-office hours, you can use our telephone system to report loss. Customers have to bear the liability of loss within the first six hours of reporting the loss. You must follow the proper procedure of reporting the loss as stated in the telephone system. Otherwise, your report of loss may fail. However, you can seek assistance from our CSR or leave a voice message for our follow up during non-office hours.

We do not accept any other channels such as fax or emails for reporting Octopus loss; only the Octopus Lost-card Hotline 2266 2266.

2.

How will I be notified after reporting the loss of my Octopus with AAVS?

After receiving your loss report, we will make arrangements for a refund and a replacement Octopus if you have stated your requirement for a new Octopus during the reporting of the loss.

3.

Why does Octopus Cards Limited not accept the reporting of a lost Anonymous Octopus?

The Anonymous Octopus is transferable and valid for use by the holder. Our system does not hold any information about the holder for tracking the lost Octopus. An Anonymous Octopus registered for AAVS remains an Anonymous Octopus until it is activated.

4.

Why do customers need to bear the liability of any usage and add - value transactions within six hours after reporting the loss of an Octopus with AAVS?

When a customer reports the loss of an Octopus with AAVS, we have to create a blacklist file and it takes about six hours to reach all front-line Octopus processors to stop the use of the Octopus.

5.

Why does Octopus Cards Limited not provide a 24-hour Hotline service for reporting losses?

We have an auto-system that can handle reporting of loss by customers. However, we review the service requirement of a 24-hour operation from time to time. Customers may also leave a voice message for our follow up during non-office hours.

6.

What is the cost for the replacement of my lost Personalised Octopus?

You need to pay HK$70 in total, HK$50 being the deposit and HK$20 being the handling fee for the replacement Octopus. The HK$20 handling fee is waived from 1 August 2008 till 31 July 2009.

7.

Do I need to pay any charge if I lose my Octopus?

If an Octopus has been Personalised or is provided with AAVS, there is a lost Octopus administrative fee of HK$20 charged if that Octopus is reported lost. If the lost Octopus is an On-loan Octopus, an additional cost of HK$30 will be deducted from the Deposit.

8.

What should I do if I find my lost Octopus with AAVS again after reporting the loss?

Once you have reported the loss of your Octopus with AAVS, we will stop its use system-wide. For security reasons, the lost Octopus cannot be used afterwards even if it's found. The lost card handling fee of HK$20 is non-refundable. However, it may not be possible to replace some lost Octopus with a new one due to stock availability.