Help · ROAM Travel

Support

Practical help before you leave, while you’re travelling, and whenever something doesn’t go according to plan.

Start here.

Most common questions are covered in the FAQ or inside your route pack. If you still need help, email us directly and we’ll point you in the right direction.

01 · Quick access

Find what you need

Frequently Asked Questions Answers to the most common travel and product questions. Chinese Digital Kit Apps, connectivity, payments and essential China setup. Browse All Routes Explore all 7 independent ROAM Travel itineraries.

02 · Direct help

Email Support

Contact ROAM Travel

support@roamtravel.eu

We aim to reply within 24 hours, usually sooner.

03 · Before departure

Pre-Trip Check

Not sure you’ve got everything covered?

If you’ve purchased a route pack and want a quick sanity check before you fly, or you’re unsure about Alipay setup, VPN configuration, eSIMs, train booking or another part of your trip, send us a message.

We’d rather you ask before departure than discover the problem at the airport.

Ask a question →

04 · During your trip

If Something Goes Wrong

First, identify whether the problem is with a third-party booking, your travel setup, or the route itself.

Hotel / Train / Trip.com Contact Trip.com directly for booking changes, cancellations, refunds or reservation problems. They control the booking.
Payments If a payment fails, try temporarily disabling your VPN and retrying.
VPN If your connection is unreliable, try OpenVPN (TCP) and enable obfuscation if your provider supports it.
eSIM Check that Data Roaming is enabled and that the correct eSIM is selected for mobile data.
12306 If passport verification is taking too long, Trip.com can often provide a practical alternative for train bookings.
DiDi If SMS verification isn’t working, try accessing DiDi through the Alipay or WeChat miniprogram.

Still stuck? Check the Troubleshooting Playbook inside your route pack or Digital Kit, then email support@roamtravel.eu if you need further guidance.

05 · Emergencies

In-Country Emergency Numbers

China

Police 110
Fire 119
Ambulance 120
Traffic accidents 122

Emergency numbers are for urgent situations. Language availability can vary by location, so if possible ask a local person, hotel or venue staff member to assist with communication.

06 · Documents

Lost Passport

If your passport is lost or stolen, report it to the local police as soon as possible and request a copy of the police report.

Then contact your country’s embassy or consulate for assistance with emergency travel documentation and onward travel.

China: The national immigration service hotline 12367 can provide immigration and entry-related assistance.

07 · Medical

Medical Emergency

For an ambulance in China, call 120. Give the operator your precise location, explain the situation as clearly as possible, and provide a reachable phone number.

Keep your travel insurance details, policy number and emergency assistance contact accessible on your phone.

For non-emergency medical care, your hotel or accommodation can often help identify an appropriate nearby hospital or clinic.