Octopus for Tourists can’t add to Apple Wallet

Question

I am traveling to Hong Kong next week and just tried to download an Octopus card to my iphone Wallet via the Octopus for Tourists app. It didn’t work, so I did a search and found that another guy had the same problem and posted about it but never said whether he found a solution. I am hoping that maybe someone in this group can tell me what to do since I paid $250 HKD and now have no number, no card in my wallet, so no way to access those funds. Here’s the problem:

I have an upcoming travel to Hong Kong and in preparation for my travel, I downloaded the OCTOPUS CARD APP for tourists on my iPhone. Paid $250 HKD which went through on my credit card, but I got no OCTOPUS CARD NUMBER on the app or the amount that I topped up. If I go back into the Octopus for Tourists app it just gives me the main page where it says Add new Octopus card. There is no Octopus Card in my Apple Wallet. I tried calling Octopus customer service but got no live person and none of the menu options helped.

Anyone have any solution for me? The only thing I can think to do now is to dispute the transaction with my credit card company and just buy a physical Octopus card once I’m in HK.

Thanks for any ideas.

Answer

It sounds like you’ve run into a fairly common problem with the “Octopus for Tourists” app on iPhone. Unfortunately, the app can be finicky, and many users report that payments go through but the card doesn’t appear in Apple Wallet immediately—or at all. Here’s a detailed guide on what you can do.

First, understand how the Octopus for Tourists system works:

The app issues a virtual Octopus card that should be linked to your Apple Wallet.
If the card doesn’t appear, it could be due to a network issue, app glitch, or regional Apple Wallet settings.
Funds are typically stored with Octopus, so even if the card isn’t showing, your top-up might still exist in the Octopus system.

Steps to troubleshoot:

Check app and iOS versions: Make sure your iPhone is updated to the latest iOS version and the Octopus for Tourists app is the newest release.
Sign out and reinstall: Delete the app, reinstall, and log in with the same payment method. Sometimes the card will then appear.
Check Apple Wallet region settings: Apple Wallet can be region-locked. Make sure your iPhone region is set to Hong Kong temporarily under Settings → General → Language & Region.
Contact Octopus Customer Service: While phone lines are often busy, try emailing octopus@octopus.com.hk explaining the transaction details (date, amount, payment method). Include a screenshot of your payment confirmation.
Use the “Reload” option: If your card shows up partially or in the app but not Wallet, sometimes tapping “Reload” with the same amount prompts it to appear in Apple Wallet.

If none of the above works:

Consider visiting an Octopus Service Point in Hong Kong once you arrive. Show your payment receipt, and they can often issue a physical card and transfer your balance.
As a last resort, disputing the transaction with your credit card is possible, but it may take weeks and is usually less convenient than resolving it locally in Hong Kong.
Buying a physical Octopus card at the airport or MTR stations is straightforward and can save stress if your app-based card isn’t working.

Practical tip:

Many travelers find it easier to buy a physical Octopus card on arrival, especially if traveling soon. You can reload it via machines or convenience stores.
Keep all payment confirmations and screenshots handy; Octopus support may require these for manual top-up transfer.

In summary, while the virtual Octopus is convenient, it is sometimes unreliable. If you want guaranteed access to your funds and transport in Hong Kong, a physical card at the airport or MTR is the safest fallback.

Octopus for Tourists can’t add to Apple Wallet

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