When you need immediate help
- 1
Get to a safe position
Move away from immediate danger in a fire, road incident or threat and call the relevant emergency number. For serious injury, follow dispatch instructions rather than delaying while searching for insurance documents.
- 2
Give location before details
Give city, district, Chinese street address, floor and a landmark, then what happened, how many people are involved and a callback number. Ask nearby staff to translate if needed; language support is not identical everywhere.
- 3
Arrange access and keep records
If someone is with you, ask them to guide responders from a safe place. Notify companions and insurer assistance promptly and keep medical records, receipts or police reporting details.
Lost or stolen passport
- Check the hotel safe, last transport operator and venue lost property. If lost or stolen, report it to local police and ask exit-entry authorities about loss documentation, stay and departure formalities.
- Contact the embassy or consulate of your passport’s country for replacement travel documents. Prepare available copies, photos and police documents as they require. Chinese-citizen replacement procedures do not apply to a foreign passport.
- After receiving a replacement, confirm with local exit-entry authorities whether a visa, stay document or exit permit is needed, then check with the airline. Notify suppliers early if flights or hotels may be affected.
Phone loss, payments and routine care
- Lost phone: lock it remotely from a trusted device, suspend the SIM with the carrier and notify banks/wallets. Secure important accounts and do not give a stranger an unlock code to “find” it.
- Failed payment: use cash or a backup card first, then in-app support or the issuer. For connectivity, contact the carrier. Hotel or mall desks can help call or explain an address.
- For non-emergency care, ask insurer assistance about an appropriate facility and payment arrangements. Bring your passport, medicine and allergy list. Care normally costs money; neither language support nor direct insurance billing is guaranteed.
Check before you go
A data eSIM may not support calls. If you cannot connect, immediately ask nearby staff to call or use a working voice phone; do not rely on 911, 112 or Hong Kong/Macao numbers as a mainland emergency plan.
Common questions
Is 12367 an emergency medical line?
No. It is an immigration enquiry service. Use 110, 119 and 120 for police, fire and medical emergencies; 12367 handles general entry, stay and registration questions.
Can a passport photocopy get me onto my flight home?
Do not assume so. You need valid travel documents and must meet Chinese exit and destination requirements; coordinate with your embassy, local exit-entry authorities and airline.
Read next & sources
Sources
- Getting help and emergency numbers in China英国外交部 / UK FCDO
- China travel health advice英国外交部 / UK FCDO
- Arrival cards, transit conditions and timing国家移民管理局 / NIA · 2025-11-03
- Reissuance of foreigners’ visas and stay documentsBeijing Public Security Bureau
Sources support the relevant rules, last reviewed 3 Oct 2026. Routes, budgets and practical suggestions are editorial guidance, not official guarantees. Recheck rules and service availability before travelling.