Payment problem
Ask staff to check whether the payment arrived before trying again. Keep the receipt or failure screen. Use another available payment method if needed.
Payment guide and free sample →No internet
Go to a staffed desk or hotel reception. Show the “My phone has no internet” phrase below and ask for help getting connected. If you need urgent help, ask someone to call the emergency number for you.
Show a helper →Practical guidance
Keep your essential information ready when plans go wrong
In an urgent situation, your location and a short description are more useful than a long explanation.
Safety comes before the appMove to a staffed public place when safe, contact local emergency services for urgent danger, and do not delay care while troubleshooting a phone.
Before you start
Keep offline
- ✓Passport copy and visa details
- ✓Insurance policy and assistance number
- ✓Hotel address in Chinese
- ✓Emergency contacts
- ✓Embassy or consular contact
- ✓Medication and allergy information
Practical steps
Get to a safe staffed place
Move away from immediate danger when safe and seek help from police, medical staff, hotel reception, station staff or an airport information desk.
Practical steps
Share the exact location
Show the Chinese place name, map pin, building, floor, gate or platform. Send the same information to your trusted contact.
Practical steps
Protect documents and accounts
If a phone, card or passport is lost, block access through the issuer or account provider and record the incident through the appropriate local authority.
Practical guidance
Get Help in Guangzhou
For immediate danger call 110 police, 119 fire or 120 ambulance. Guangzhou's 960169 is an interpretation bridge, not a replacement dispatch number. It can help you speak with government and emergency lines by speakerphone or three-party call; English service is listed as 24/7.
Urgent contacts remain freeDo not wait for a paid guide to call 110, 119 or 120. If your phone cannot call, show the Chinese emergency card to hotel, station or shop staff and ask them to make the call.
Practical steps
Choose the line for the situation
Police: 110. Fire: 119. Medical emergency: 120. For non-urgent Guangzhou public-service problems call 12345; immigration questions can go to 12367. If a language barrier stops the conversation, call 960169 for Guangzhou's multilingual public-service interpretation; its official page lists 24/7 English and three-party connection with 110/119/120. Give your exact Chinese address, nearby landmark and callback number.
- Police
- 110
- Fire
- 119
- Ambulance
- 120
- Interpretation
- 960169 · English 24/7
- City services
- 12345
If your passport is lost
Report it
Visit the nearest police station and obtain a loss report; record when and where the passport disappeared. Keep copies of your passport and entry information, but do not send them to an unofficial fixer.
Contact your consulate
Use your own government's official website for the current Guangzhou consulate or embassy emergency contact. Ask which replacement document you can receive and how long it takes.
Check exit formalities
Ask the local exit-entry authority or 12367 what evidence is needed to continue travel or leave China on a new emergency document. A new document alone may not automatically reconcile the original entry record.
If something goes wrong
If you cannot explain the problem
The operator cannot understand my address+
Show a Chinese map pin to nearby staff and ask them to read the district, road, building, floor and entrance. Then call the emergency line again or use 960169 interpretation if time permits.
My phone has no battery or data+
Go to a staffed hotel, station, shop or restaurant and show the Chinese Survival Card. Ask them to call the appropriate emergency number.
A payment or ride issue is not an emergency+
Use the merchant/platform support first. For public-service interpretation or city complaints use 960169 or 12345 rather than emergency dispatch.
A medical emergency: make the call, then prepare the handoff
Call 120 or ask a nearby staff member to call
For serious breathing difficulty, collapse, severe bleeding or another urgent condition, call immediately. Give district, road, building, floor/entrance and a callback number. Show: 请马上打120，我需要救护车。 (Call 120 now; I need an ambulance.) Do not delay to choose an English-speaking hospital.
State what happened and follow dispatch instructions
Tell the operator the main symptom, when it began, the number of people affected and whether the person is conscious and breathing. Keep the phone available; tell dispatch if the situation changes. If safe, ask someone to meet responders at the building entrance.
Hand over useful information
Prepare passport/identity, medication names, allergies and insurance details without delaying care. Show medication packaging or a saved list to the clinical team. Responders determine the suitable destination according to the medical need.
Non-emergency care: from a hospital desk to the next instruction
Confirm the appropriate open service
Ask hotel reception or Guangzhou 12345 to help identify a hospital/service for your symptoms and language needs. Ask your insurer about its network if time allows. A pharmacy is not a substitute for urgent assessment.
Ask at 导诊 / Information before queuing
Show the original passport and a short symptom note. Ask which department and whether an appointment is needed; staff can direct you to 挂号 / Registration. Ask for help if the mini-program requires a mainland ID or phone number.
Register, consult and confirm payment steps
After registration, follow the department/floor and waiting number. Show allergies and medicines to the clinician. Tests and medicines may have separate payment/collection points; ask staff to mark the next destination on your slip.
Keep records and confirm the plan
Keep the medical report, itemized bill, receipts and prescription for insurance and follow-up. Ask when to return and what to do if symptoms worsen. Direct billing depends on your insurer's arrangement with the hospital; an international department does not automatically mean cashless care.
Lost phone: restore contact, then protect accounts
Reach a staffed place before trying to recover accounts
Go to hotel reception, station Customer Service or a police post. Give your name, hotel/address and a companion's number from your saved or printed notes. Ask: 我的手机丢了，请帮我联系酒店或同行的人。 If there is immediate danger, ask them to call 110 first.
Use a trusted device and official support
With a trusted companion or hotel business-support arrangement, contact your mobile carrier to suspend the lost SIM and your wallets/bank to protect payment access. Use official app/site or card-back contacts, not a number sent by a claimed finder. Do not reveal passwords, verification codes or remote-control access to a helper.
Recover the next booking without your phone
Use your original passport plus saved booking references at the staffed hotel/rail/airline counter. Ask for a reachable callback number and an accepted temporary way to pay. A replacement SIM or new handset will not automatically recover every app account.
Keep one written record
Record where and when it was lost, last taxi/train details, device description and any case references. For suspected theft, ask police for a report; for a known taxi or venue loss, use its official lost-property channel. Do not travel alone to an unverified recovery address or pay a finder before verifying the situation.
Help communicating · Always free
Show these essential phrases to a nearby helper. No sign-in needed.
Please call an ambulance
请马上帮我拨打120叫救护车。
Show / Copy →Please tell them exactly where we are
请告诉接线员我们现在的具体位置、附近的路口或明显的标志物。
Show / Copy →Where is the restroom?
洗手间在哪里？
Show / Copy →I need help
我需要帮助。
Show / Copy →I am lost
我迷路了。
Show / Copy →I need a hospital
我需要去医院。
Show / Copy →I need a pharmacy
我需要药店。
Show / Copy →Please call the police
请帮我报警。
Show / Copy →I lost my passport
我的护照丢了。
Show / Copy →My phone has no internet
我的手机没有网络。
Show / Copy →My phone has no battery
我的手机没电了，可以帮我充电吗？
Show / Copy →