Need urgent help?

1. 01

   Report where the loss happened

   Ask hotel reception or a police post to identify the responsible 派出所. Report the loss with copies and travel details, retain the police receipt, then ask the local exit-entry administration/12367 what loss certificate and documents are required.

2. 02

   Confirm the correct office before traveling

   Use Xi'an 12345 for non-emergency city help and 12367 for passport/immigration. A published police contact is +86 29 86755625 near the southwest corner of 科技路与太白南路 / Keji Road and Taibai South Road. Its current tourist passport-loss receiving desk and hours are NOT VERIFIED; ask 12367 before traveling. Airport general help is +86 29 96788. Say: 我的护照丢了，请告诉我办理护照报失的出入境接待点、今天的办公时间和所需材料。 (My passport is lost; please confirm the correct exit-entry office, today's hours and documents.) A general service centre is not automatically the passport-loss desk.

3. 03

   Contact your consular service

   Use your own government's embassy/consulate emergency contact for the replacement passport or emergency travel document. Save the reference and requirements. A police report does not itself replace a passport.

4. 04

   Resolve the permission to leave or continue travel

   Ask exit-entry about the required replacement visa/stay formalities and update accommodation registration. Confirm the new document with your airline/railway before travel; a flight deadline does not waive the process.

If this does not workAsk a staffed hotel or police post to make the call if your phone is lost. Do not send passport/payment credentials to a claimed private fixer.

1. 01

   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.

2. 02

   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.

3. 03

   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.

1. 01

   Confirm the appropriate open service

   Ask hotel reception or Xi'an 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.

2. 02

   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.

3. 03

   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.

4. 04

   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.

1. 01

   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.

2. 02

   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.

3. 03

   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.

4. 04

   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.