Customer Service

Holders of a Personalised Octopus and Bank Co-Brand Mobile Octopus, users of the Automatic Add Value Service (AAVS) or, holders of Linked Octopus are eligible for the Lost Octopus Reporting Service.

A Lost Octopus Service Fee of HK$50 (inclusive of administrative fee and card cost) will be deducted from the Octopus deposit if the lost Octopus is:

• a Personalised On-Loan Octopus
• an On-Loan Octopus with the AAVS or
• a Linked Octopus which is an On-Loan Octopus

A Lost Octopus Service Fee of HK$20 (inclusive of administrative fee) will be charged and will be deducted from the deposit, (if any), if the lost Octopus is a:

• Personalised Sold Octopus
• Sold Octopus with the AAVS
• Personalised Mobile Octopus or
• Mobile Octopus with the AAVS or
• Linked Octopus which is a Mobile Octopus and Sold Octopus

Notes:

1. The Lost Octopus Service Fee is not applicable to Bank Co-Brand Mobile Octopus.
2. If there is a card image applying to the lost Mobile Octopus, the card image and App theme (if any) will be automatically returned to "My Card Image" when the reported loss request is processed. You may apply it to your other Mobile Octopus that supports Card Image. For details, please refer to FAQ on the Octopus website.

^*Indicates a MANDATORY field.

Personal Detail (For verification)

The information you provide below needs to be identical to our records.

Registered Identity Document Number*	HKID Number Hong Kong Identity Cards - Prefix Hong Kong Identity Cards - Number Hong Kong Identity Cards - Check Digit ( )
	OR
	Passport or Other Identity Document Number
Date of Birth*	DD 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 / MM 1 2 3 4 5 6 7 8 9 10 11 12 / YYYY 1925 1926 1927 1928 1929 1930 1931 1932 1933 1934 1935 1936 1937 1938 1939 1940 1941 1942 1943 1944 1945 1946 1947 1948 1949 1950 1951 1952 1953 1954 1955 1956 1957 1958 1959 1960 1961 1962 1963 1964 1965 1966 1967 1968 1969 1970 1971 1972 1973 1974 1975 1976 1977 1978 1979 1980 1981 1982 1983 1984 1985 1986 1987 1988 1989 1990 1991 1992 1993 1994 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 2022 2023 2024 2025 (If your identification document only shows the year of birth, please enter 1st of Jan after inputting the year of birth)

Verification Code* Please enter the Verification Code to confirm your request. Download audio Verification Code as WAV Try a different Verification Code image Get an audio Verification Code Try another Back to text This is a code to prevent automated software from malicious actions. If you are not sure what the code is, make your best guess. You can try again on the next screen if you entered an incorrect code.