Support
We’re here to help. Check the FAQ first—or email us directly.
📍 Quick links
- Frequently Asked Questions — most answers live here
- Chinese Digital Kit — set up your apps and connectivity
- Browse all 7 routes
📧 Email Support
For questions about route packs, the Digital Kit, or your booking:
We reply within 24 hours (usually faster).
🛫 Pre-Trip Check
If you’ve bought a route pack and want a quick sanity check before you fly—or you’re unsure about Alipay setup, VPN choice, or train booking—send us an email. We’d rather you ask than get stuck at the airport.
Ask a question →🚨 If Something Goes Wrong During Your Trip
We’ve built a full Troubleshooting Playbook into every route pack and the Digital Kit. Before emailing, check:
- Payments: Try turning your VPN off before paying
- VPN: Switch to OpenVPN (TCP) and enable obfuscation
- eSIM: Enable Data Roaming and select the eSIM for data
- 12306: Use Trip.com if your passport verification is pending
- DiDi: Try the Alipay or WeChat miniprogram if SMS codes won’t arrive
If none of these work: email us — we’ll help figure it out.
📞 In-Country Emergency Numbers
| Police | 110 |
| Fire | 119 |
| Ambulance | 120 |
| Traffic Accidents | 122 |
English-speaking operators are available on all four lines in major cities.
🪪 Lost Passport
Report to the local police immediately and get a police report. Contact your embassy or consulate for an emergency travel document. China consular assistance hotline: +86 12367 (24 hours).
🏥 Medical Emergency
Call 120 for an ambulance. Provide the patient’s condition, precise location, and a reachable phone number. Keep your travel insurance policy number and emergency contact on your phone. International hospitals in major cities have English-speaking staff.
Fact-check guarantee: If you find a factual error in any route pack — a closed hotel, an incorrect train time, an outdated visa requirement — we’ll refund 100% of your money. Learn more →