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 Shenzhen
In immediate danger call 110 police, 119 fire or 120 ambulance. For immigration questions use 12367. A city complaint or ordinary service question can go to Shenzhen 12345, but it is not an emergency dispatch substitute. A lost passport needs a police/exit-entry record and your consulate's replacement process.
Emergency numbers are free to view and useAsk nearby station, hotel, shop or airport staff to call if your phone has no service. Show the exact Chinese location or map pin; a general district name is not enough for dispatch.
Practical steps
Call the line that matches the need
Police 110; fire 119; ambulance 120. For non-emergency municipal help use 0755-12345 or 12345 where available; for entry/exit status use 12367. Tell responders the district, road, building, floor/entrance, what happened and how many people need help. If you cannot explain, hand the phone to a uniformed/staffed helper and show the Chinese survival card.
- Police
- 110
- Fire
- 119
- Ambulance
- 120
- City services
- 0755-12345
- Immigration
- 12367
If you lose the original passport
Get an official report
Report the loss to local police and the Shenzhen Exit-Entry Administration. Shenzhen's government lists a formal lost-passport certificate procedure; retain the report and your old passport copy if available.
Contact your own consulate
Use your government's official current embassy/consulate contact to learn which emergency travel document can be issued and what identity proof is needed.
Reconcile stay and onward travel
Ask 12367 or Shenzhen exit-entry officials what replacement visa/stay or exit procedures apply. Do not assume a new passport alone is sufficient for a booked train, hotel or border crossing.
If something goes wrong
When communication or route fails
I have no internet or battery+
Enter a staffed hotel, station, mall or shop. Show the large Chinese emergency card and ask for an emergency call. Give the saved Chinese hotel address or a visible map pin.
I am stuck at a Hong Kong crossing+
Show border staff your passport, itinerary and entry documents. Immigration rules differ between mainland China and Hong Kong; do not force another gate or follow an unofficial fixer.
The problem is an app payment or taxi dispute+
Use the app or merchant's support, save the transaction/trip record and, if needed, contact 12345. If threatened or unsafe, call 110.
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 Shenzhen 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 →