Hong Kong - Replace Octopus Card

Advertisement

Procedure

Follow these steps to have your card replaced:

Anonymous Cards

An Anonymous Octopus Card has no name printed on the back. If you hold a First Generation On-Loan Octopus (those Octopus with card numbers that have no bracket for the last digit as shown on the cards), you can replace your Octopus at any Octopus Service Point - Locations.

1. Go to an Octopus Service Point, press “Card Replacement” and follow the instructions on screen.
2. Insert your Octopus into the blue card slot. Note: The card will be kept by the machine, it will be collected later and then destroyed.
3. All information and most of the linked services/offers applied to your First Generation On-Loan Octopus will be transferred automatically to a new On-Loan Octopus.
4. Collect your new On-Loan Octopus at the orange card slot. You can also print the receipt for transfer of some services/offers if needed.

Note: To enquire about the transfer of these services/offers to a replacement Octopus, contact the service provider(s) concerned. You will need to have your replacement receipt handy.

Personalized Cards

A Personalised Octopus Card bears the name and/or photo of the cardholder printed on the back of the card. If you hold a First Generation On-Loan Personalised Octopus (those Octopus with card numbers that have no bracket for the last digit as shown on the back of the cards), you have to register for a replacement card.

1. To apply for replacement register online - link OR download the registration form link and return it by mail.
2. A new On-Loan Personalised Octopus will be mailed to you within 2-4 weeks after registration. You can check the status of your application by clicking this link.
3. Take both your old and new On-Loan Personalised Octopus to an Octopus Service Point for data transfer and follow the instructions on screen. All information and most of the linked services/offers will be transferred automatically to the new Octopus, and the old Octopus will be retained for destruction later.

Advertisement

Required Documents

• Personalized Cards holders : Identity document for verification

Office Locations & Contacts

Octopus Customer Service Hotline: 2266 2222
Manned Service Hours: Mondays to Fridays, 9 am to 9 pm; Saturdays, 9 am to 6 pm, except Sundays and public holidays.

Fax: 2266 2211

Address:
Octopus Cards Limited
46/F, Manhattan Place, 23 Wang Tai Road, Kowloon Bay, Kowloon, Hong Kong

Eligibility

The card replacement programme is only applicable to Anonymous Octopus and Personalised Octopus. An Anonymous Octopus has no name printed on the back of the Octopus and a Personalised Octopus has the name and/or photo of the cardholder printed on the back of the Octopus.

Card replacement programme is NOT applicable to:

• Airport Staff Personalised Octopus
• MTR Corporation Staff Personalised Octopus
• Kowloon Motor Bus Company Staff Personalised Octopus
• New World First Bus Services Company Staff Personalised Octopus
• CityBus Limited Staff Personalised Octopus
• New World First Ferry Services Limited Staff Personalised Octopus

Fees

Explain the fees structure which is required for obtaining the certificate/document.

Validity

Explain the time until which the certificate/document is valid.
e.g. Birth Certificate Valid Forever

Documents to Use

Registration Form for Replacement of First Generation On-Loan Personalized Octopus

Sample Documents

Please attach sample completed documents that would help other people.

Processing Time

Please explain processing time taken in obtaining the document/certificate.

Related Videos

Videos explaining the procedure or to fill the applications. 
Attach videos using the following tag <&video type='website'>video ID|width|height<&/video&> from external websites. 	
Please remove the '&' inside the tags during implementation.
Website = allocine, blip, dailymotion, facebook, gametrailers, googlevideo, html5, metacafe, myspace, revver, 
sevenload, viddler, vimeo, youku, youtube
width = 560, height = 340, Video ID = Can be obtained from the URL of webpage where the video is displayed.
e.g In the following url 'http://www.youtube.com/watch?v=Y0US7oR_t3M' Video ID is 'Y0US7oR_t3M'.

Instructions

Octopus Cards Limited is currently on their final phase of replacing all First Generation On-Loan Octopus Cards. The following batches of First Generation On-Loan Octopus will become invalid on 27 July 2019:
02390001 - 02760000
20840001 - 20900000
30310001 - 30470000
50720001 - 50760000
83740001 - 83840000

Other batches of cards will follow. Schedule:

Octopus Number
02760001 - 03110000
20900001 - 20950000
30470001 - 30730000
50760001 - 50800000
83840001 - 83930000
Special Reader Prompt Release Date: May 2019
Invalid Date: 24 August 2019 (Saturday)

03110001 - 03413528
20950001 - 20990000
30730001 - 30980000
50800001 - 50840000
83930001 - 84030000
Special Reader Prompt Release Date: June 2019
Invalid Date: 28 September 2019 (Saturday)

03463777 - 03514786
19000001 - 19005100
20990001 - 21031961
30980001 - 31129199
50840001 - 50990000
84030001 - 84281641
Special Reader Prompt Release Date: July 2019
Invalid Date: 26 October 2019 (Saturday)

Note: If you hold a Personalised Octopus, you have to first register for a replacement card

If you are using a First Generation On-Loan Octopus you will receive a special prompt – a "toot-toot-toot" sound – upon tapping the Octopus readers. This prompt will be in effect for at least three months, serving as the final call notification to remind you that you need to replace card. To continue using Octopus services, you will need to apply for replacement before your card becomes invalid.
If you hear "toot-toot-toot" when tapping your Octopus, or its card number has no bracket for the last digit, replace it at any Octopus Service Point located at the designated MTR stations and shopping malls. MTR Customer Service Centres (including Light Rail Customer Service Centre), the designated Kowloon Motor Bus Customer Service Centres or the designated First Ferry Customer and Octopus Service Centres for free immediately, otherwise, it will become invalid on designated date.

Locations where you can request replacement:

• MTR Customer Service Centres: If the Octopus holds an automatic add value service function, the customer must process the replacement in person and bring along with the identity document for verification.
• Locations of the designated Kowloon Motor Bus Customer Service Centres:
  Tuen Mun Customer Service Centre - Tuen Mun Central Bus Terminus, Tuen Mun
  Shatin Central Bus Terminus Customer Service Centre - Shatin Central Bus Terminus, 18 Shatin Central Street, Shatin
  (If you would like to know their operating dates and hours, refer to the notice posted at the Kowloon Motor Bus Customer Service Centres.)
• Locations of the designated First Ferry Customer and Octopus Service Centres:
  First Ferry Customer and Octopus Service Centre at Mui Wo Pier - Mui Wo Ferry Pier, Mui Wo, Lantau Island, H.K.
  First Ferry Customer and Octopus Service Centre at Cheung Chau Pier - Cheung Chau Ferry Pier, Cheung Chau, H.K.
  (For the operating dates and hours, please refer to the notice posted at the First Ferry Customer and Octopus Service Centres.)

Required Information

A list which displays the kind of information which is required to complete the procedure.
e.g.
1. Date of Birth.
2. City or County of Birth.

Need for the Document

An Octopus Card is a stored value card which you can use to pay fares on public transport (trains and buses). You may also use your Octopus Card to pay for purchases on retail stores and fast food chains. The card can also be used online with compatible NFC devices.

You may also pay using your card to pay for toll in these following tunnels and roads:

• Aberdeen Tunnel
• Cross Harbour Tunnels
• Eastern Harbour Crossing
• Lantau Link (Lantau Toll Plaza/Ma Wan Toll Plaza)
• Lion Rock Tunnel
• Shing Mun Tunnels
• Tseung Kwan O Tunnel
• Tsing Sha Highway (Sha Tin Heights Tunnel/Eagle's Nest Tunnel/Tai Wai Tunnel)

Information which might help

For all cardholders:

• You may reload your Octopus at all Octopus Authorised Add Value Service Providers with cash, up to a maximum of HK$1,000.
• It may come in handy if you will record your Octopus number for future reference. If the Octopus number cannot be identified, Octopus Cards Limited may not be able to refund the remaining stored value on the Octopus.
• IMPORTANT: Don't share your Octopus with other people, as an Octopus cannot be used twice within a designated time period.
• Place your Octopus steadily over an Octopus reader. Hold and wait until you hear a "toot" sound and see an indication that the transaction is completed, before removing your Octopus. You will see the remaining value of your card on the screen.
• If the transaction is incomplete because you moved your Octopus too quickly over a reader, hold it over the reader again.
• Make sure not to hold more than one Octopus, or an Octopus with another contactless smartcard, over an Octopus reader at one time.
• Do not tamper with your Octopus, such as bending it, writing on it, scratching it, cutting it, or pasting stickers, photos or accessories on it, or else transactions will not be honored and the remaining stored value will not be refunded.

Other uses of the Document/Certificate

Please explain what are other uses of obtaining this document/certificate.
e.g. Birth Certificate can be used as proof of identity.

External Links

• Official website of Octopus card - www.octopus.com.hk

Others

More information which might help people.