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  1. What should I do if I forget my personal password?
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Registered users can select "Forgot Password" on the MTR Mobile login page
Enter your registered email address. You will receive a verification code by SMS.
Enter the verification code and reset your password to log in again.
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  1. How do I update the personal information in my account?
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If you want to change your mobile number or password, log in to MTR Mobile and select "Settings" in the upper left corner
Enter "Registered User" to edit.
However, your email address cannot be changed once you complete your MTR Mobile registration.
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  1. How do I cancel my MTR Mobile account?

With the latest version of MTR Mobile, you can cancel the MTR Mobile account by visiting the homepage after log into MTR Mobile, Go to "Settings" > "Registered User" and choose "Account Cancellation", and following instruction to complete the cancellation. Once your MTR Mobile account has been cancelled, you can no longer to operate the account, all points and redeemed gifts will be voided and forfeited. According to MTR Mobile's personal data retention policy, we will retain your personal information for one year after your account is cancelled, for handling or following up on your enquiries. Your personal information will only be deleted one year after your account is cancelled.

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  1. If my Octopus is lost or damaged, can the accumulated points be transferred to the new Octopus?

Rest assured that the points successfully earned are stored in your MTR Mobile account, not an Octopus. You can still log in to the MTR Mobile account to check the points record and redeem gifts. We recommend that you link another Octopus at a Digital Service Kiosk in designated stations as soon as possible to continue to earn points by taking rides.

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