What if I lost my consumption voucher Octopus card?

What to Do if You Lose Your Government Consumption Voucher Octopus Card

Losing your Octopus card linked to government assistance can be a stressful situation. However, don’t panic. Here are the steps you need to take:

1. Contact the Octopus Service Center

Immediately reach out to the Octopus Service Center by calling their hotline at 2966 8888. They operate 24 hours a day, seven days a week.

2. Provide Your Information

When you call the Octopus Service Center, be prepared to provide the following information:

• Your HKID card number
• The serial number of your lost Octopus card (if available)
• Your contact details (phone number and email address)

3. Freeze Your Card

The Octopus Service Center will freeze your lost card immediately to prevent unauthorized use. This will also protect the balance in your card and any remaining consumption vouchers.

4. Check Your Registered Information

The Octopus Service Center will verify your registered information, including your government assistance details. This is to ensure that you continue to receive any future assistance payments.

5. Get a Replacement Card

If necessary, you can request a replacement Octopus card. The cost of the replacement card is HK$39. You can collect the replacement card at any Octopus Service Point.

6. Transfer Balance

Once you have the replacement card, you can transfer the balance from your lost card to the new one. You can do this at any Octopus Service Point or Octopus Add Value Machine.

It’s important to note that the process may take some time. The Octopus Service Center will need to verify your identity and assess your situation. Please be patient and cooperate with their instructions.

By following these steps, you can ensure that your lost Octopus card linked to government assistance is handled promptly and securely.