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Frequently Asked Questions

  • 1.2. How does Carbon Wallet help me live a low-carbon lifestyle?
    To help you adopt a low-carbon lifestyle, Carbon Wallet encompasses a range of functions and features: 1. Carbon Savings Tracker – inform you how much carbon emission is saved from your green actions, how every little step counts with the equivalency metrics 2. Green Rewards Program – get rewarded for living a low-carbon lifestyle and redeem green products and experiences 3. Green Interactive Map – help you find recycling points, green restaurants and water filling stations nearby at your fingertips 4. Recycling Tips and Instructions – understand the recycling steps of different recyclables and materials, view what can be recycled and what cannot at each recycling point 5. Happenings - Join our campaigns in partnership with different organizations and businesses
  • 1.3. When was your map database last updated?
    The map will be updated monthly. In case of inaccurate information, please let us know through the [Suggest an update] button on the detail page of the corresponding locations. We will review and keep our database up to date regularly.
  • 1.1. What is Carbon Wallet?
    Carbon Wallet aspires to become the largest green lifestyle reward platform in Hong Kong. Through measuring your Carbon Savings from green actions and rewarding your low-carbon lifestyle, Carbon Wallet empowers users to act on climate change and reduce greenhouse gas emissions. Take a look at "Our Story" to find out more!
  • 2.2. Sign up and join the community of Carbon Savers
    Download “Carbon Wallet” from App Store and Google Play Store. Sign up and fill in basic information. Pengreen and Carbobear will then give you a guided tour to start the journey!
  • 2.1. Forgot password
    Press the [Forgot password] button and a SMS will be sent to your registered phone number with a verification code. You can reset the password after inputting the verification code.
  • 2.4. How can I delete my account on Carbon Wallet?
    You may submit the account deletion request on Carbon Wallet by clicking [Delete Account] in [Me] > [My Account]. We will complete processing your request in 3 working days. Once deleted, your account cannot be recovered.
  • 2.3. How do I update my password and other personal details?
    For password, please go to [Me] > [My Account] > [Change Password]. For personal details, please go to [Me] > [My Account] > [Update Personal Details]. Follow the simple steps to update your email address and district. If you wish to change other personal details, please contact us through [Customer Support Centre].
  • 3.7. Can I view my Carbon Savings record?
    Yes, you can check it out in [My Achievements] on the homepage.
  • 3.6 I cannot scan my receipt. What can I do?
    Please make sure the receipt is issued by our partnering stores. You may check out the list of our partnering stores by clicking [Guide] in [Camera] page. If the receipt is issued by our partner, please contact us through [Me] > [Customer Support Centre] and share with us your receipt for further assistance.
  • 3.8. What is the difference between Carbon Savings and CW Points?
    Carbon Savings is calculated based on your carbon emissions saved as a result of the green action relative to its baseline emissions. CW Points is the currency earned from green actions, friends’ referral and time-bound featured challenges. You may redeem green rewards, services or experiences from sustainable businesses and organizations by CW Points.
  • 3.9. Why are some of my Carbon Savings and CW Points earned revoked?
    To maintain the credibility of Carbon Wallet, we will review the green action records with the data you have input and the photo submitted to our system. Carbon Wallet reserves all rights to revoke the relevant Carbon Savings and CW Points from users’ account when the records do not match.
  • 3.1. What is Carbon Savings?
    Carbon Savings is defined as the amount of carbon dioxide equivalent saved as a result of a green action when compared to its baseline emissions.
  • 3.11. Why is my recycling record under review?
    To reflect users’ actual contribution to the environment, we will review and verify users’ submissions. We usually complete the review within 5 working days. CW Points will be automatically rewarded to your account upon verification.
  • 3.2. How does Carbon Wallet calculate Carbon Savings?
    We have appointed an independent consultant RESET Carbon to conduct benchmarking studies and research on relevant publications. This ensures the calculation methodology is scientific and the assumptions made are justifiable. During the process, we have also consulted various Green Groups. For details, visit our website
  • 3.5. I cannot submit my recycling record. What can I do?
    Please make sure you have granted location access to Carbon Wallet App. You may try to re-login to see if the issue is resolved. If you still cannot submit your record, please contact us through [Me] > [Customer Support Centre] and share with us your recycling record for further assistance.
  • 3.10. Information about the green location is inaccurate. How can I report it?
    Kindly report any inaccurate information through the [Suggest an update] button on the detail page of corresponding location. Thank you in advance for sharing your feedback with us to improve the accuracy of green information provided with public.
  • 3.13. How do I earn CW Points by travelling on MTR?
    After you have linked your Octopus, simply use the linked Octopus to take MTR on nine main commuter lines. The MTR journeys will be recorded to your account within 3 days. Based on the monthly travelling distance of MTR journeys, you can collect CW Points within 2 months. (For example, you can collect the reward entitled for Jan 2023 by the end of Mar 2023). The reward has to be collected within this period. Otherwise, it will be forfeited after the collection window. For more details, please check out [MTR Rides] on Homepage.
  • 3.12. Are there limits to how many CW Points I can earn?
    A user can earn a maximum of 2000 CW Points from recycling per calendar month. After the CW Point limit on recycling is reached, Carbon Savings will still be counted and added for approved transactions in the calendar month.
  • 3.4. Can I share my green action submissions with my friends/family?
    No. For fairness, each green action submission can only be submitted once. We will reject your submission if there are duplicated submissions.
  • 3.3. How can I earn CW Points in the App?
    Start saving carbon with us today! You can earn extra CW Points by completing the following green actions: Recycle Beverage Plastic Bottles, Personal Care Plastic Bottles, Aluminum Cans, Glass Bottles and Beverage Cartons (Tutorial: Enjoy a vegetarian meal in our Partnering Restaurants* Choose plant-based milk for drinks at our Partner Stores* Support green shopping (e.g. naked purchases / buy refillable products etc.) at our Partner Stores* Join our Weekly Step Challeng Record your MTR Journeys Friends’ referral Join other featured challenges *Check out the list of our Partnering Restaurants and Partner Stores in [Discover] > [Happenings], or select [Guide] after clicking [Camera] button.
  • 3.14. How do I link my Octopus to earn CW Points?
    You can click [Link My Octopus] on Homepage and input your Octopus ID to link up your Octopus. Please make sure you have inputted your Octopus ID correctly to earn CW Points. Each Octopus can only be linked to one account to earn points. If you need to change your linked Octopus, you can go to [Me] [My Account] [Octopus Information] to unlink first and then link a new Octopus.
  • 4.5. Do CW Points expire?
    There are two expiry dates for CW Points each year, 30 June and 31 December. CW Points earned from 1 January to 30 June this year will expire on 31 December this year, which must be used to redeem coupons on or before 31 December this year. CW Points earned from 1 July to 31 December this year will expire on 30 June next year and must be used to redeem coupons on or before 30 June next year. Expired CW Points will be forfeited automatically. For details of the expiry date of your CW Points, please visit [Homepage] -> [My CW Points].
  • 4.3. Why are some reward offers not available?
    Sorry, some offers might be out of stock.
  • 4.4. I cannot use the coupon after redemption. What should I do?
    Please check if the coupon has been used or expired. If it is still within the validity period, please contact us via or select the [Customer Support Centre] button on the [Me] page for further support.
  • 4.2. Can I cancel the rewards after redemption?
    Once you have redeemed the rewards, we are sorry that you cannot cancel the redemption.
  • 4.1. Where can I see the list of rewards that are currently available?
    You can check the latest reward offers in [Rewards].
  • 5.1. Any feedback and comment?
    Feel free to contact us via or get in touch with our Customer support via [Me] > [Customer Support Centre].
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