Problem Adding Octopus Transit Card into Apple Wallet

Question

Level 1

4 points

Problem Adding Octopus Transit Card into Apple Wallet

I tried adding Octopus transit card into my Apple Wallet. But it keeps ask me to 'add a payment method' in which I ALREADY HAVE one (credit card) in my wallet app.

I even tried removing my payment method (credit card) and to add again but it still keep asking me to 'add a payment method'. And the error message 'Card already in wallet' keeps appearing.

Pls help. Thanks.

P/s- I have added a Suica transit card before and I had no issues. So I'm familiar in how to add a transit card.

Posted on Jan 15, 2024 5:43 AM

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Answer 1

Top-ranking reply

matt7384576

Level 1

20 points

Jan 19, 2024 5:48 PM in response to tsyin

I figured it out! The issue has nothing to do with the Apple device, the root cause is the fact that you can only pay for an octopus with an HK credit card, hence “Add Payment Method” popping up. It really should specifically state that your non-HK cards cannot pay directly.

You must go to the App Store and download “Octopus for Tourists.” The app will bridge your non-HK cards to the Octopus system and help add the card to Wallet.

My goodness what a frustrating experience this morning. Hope you catch this in time to enhance your trip in HK.

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Answer 2

Jeff Donald

Level 8

44,544 points

Jan 15, 2024 6:19 AM in response to tsyin

Suica users have been having issues for about 6 months or more adding cards when outside of Japan. Check the region your iPhone is set to.

Change the language and region on iPhone - Apple Support

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Answer 3

Jeff Donald

Level 8

44,544 points

Jan 15, 2024 6:05 AM in response to tsyin

Is your iPhone updated to the latest iOS? Have you done a forced restart of your iPhone?

Update iOS on iPhone - Apple Support

Force restart iPhone - Apple Support

Have you followed the Octopus instructions in the support documentation I linked below?

https://www.octopus.com.hk/en/consumer/mobile-payment/apple-pay/about/

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Answer 4

Jeff Donald

Level 8

44,544 points

Feb 28, 2024 9:05 AM in response to hello_its_fay

i suppose it’s possibly a region setting. Review this Apple Support articles on changing regions on your iPhone.

Change the language and region on iPhone - Apple Support

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Answer 5

Jeff Donald

Level 8

44,544 points

Feb 28, 2024 8:31 AM in response to hello_its_fay

This sounds like an Octopus issue. Have you talked to Octopus support team?

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Answer 6

tsyin Author

Level 1

4 points

Jan 15, 2024 6:11 AM in response to Jeff Donald

Hi Jeff,

Yes, my iPhone is up to date at 17.2.1 which my phone says it is on up-to-date IOS.

Yes, I have also tried restarting my phone (iPhone 15 pro max)

My husband is also having the same problem adding the card on his phone (iPhone 11 pro max)

And also yes, I have tried with the step to step Octopus instruction of the link.

It keeps coming up with the same problem 'error message' so I can't add the card.

And as I have mentioned, we did successfully added Suica transit card (Japan) before in my Apple Wallet and we had no issues. This means we know how to add transit cards in our phones.

I tried googling and another guy in this forum seems to have the same problem as me. Not sure if he managed to solve it in the end. But I can't message there as the conversation for that link has been closed.

Appreciate all help, especially from someone who have the same problem as me.

Thanks.

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Answer 7

Feb 28, 2024 8:07 AM in response to matt7384576

hi matt, I have similar situation here, I just downloaded "Octopus for Tourists" and successfully topped up my balance but unfortunately can't get the digital card cause it directly connected to apple wallet which doesn't work yet in Indonesia.

I don't think it will be possible to get a refund, so is there any other way to get the card I've already pay for?

please help, thank you

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Answer 8

Feb 28, 2024 8:54 AM in response to Jeff Donald

I’ve tried contacting the whatsapp number listed in the app but sadly it was only answered by a bot that offers some general topic and I can’t find the specific one related to mine, and it also not being able to talk directly with the customer service :(

is there any possibility the card will automatically appear on my apple wallet when I arrive in hongkong?

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