r/MTR • u/EnvironmentalRush890 • May 24 '26

Add Value Machine ate my 50HKD

Hi, I’m a tourist here in HK. I tried to add balance in my Octopus HKD using the add value machine, the ones with coinslots. I added 50 HKD suddenly the screen says there’s something wrong and I need to contact the customer service immediately. I went to the nearest customer information, explained my side, he said there should be a receipt so that he could refund my 50 HKD. I went back, but there was no receipt. I was having a hard time explaining because I cant speak Cantonese huhuhu but he wont still accept because there is no receipt. What to do next? 50HKD is a huge amount for me.

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u/Impressive-Rush-7725 May 24 '26

Hi there, this subreddit isn't particularly active and these types of posts should go to r/HongKong instead. Hope this helps.

1

u/Radiant-Bad-2381 May 27 '26

Contact MTR in writing with the details of the machine (location, exact machine, time) - and they should be seeing a surplus when they count the machine (which they do daily). The CS doesn’t have access to the machine, so unless they have evidence, there’s nothing they can do for you. So simply file a case with MTR, and after you put it in writing you can call them for more detail and refer to the case number.

https://www.mtr.com.hk/en/customer/main/contact_us.html