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FAQs



If you are a Macao resident and lose your Macao SAR Resident Identity Card outside Macao, please report the loss to the local police immediately and keep the police report (a documentary proof of your loss) with you. Upon your arrival in Macao, you are required to present relevant documentary proof and fill in a certificate verifying your identity. After your entry into Macao, please proceed to the Identification Bureau in person to apply for the replacement of the identity card.

If you are a Macao resident and lose your Macao SAR Passport or travel document outside Macao, please report the loss to the local police immediately and contact the nearest accredited Chinese institutions (embassy, consulate or other agencies abroad authorized by the Ministry of Foreign Affairs) in the same country.

In addition, if you encounter problems regarding the confirmation of your documents, identification or immigration issues while travelling abroad, you can request assistance by calling (either yourself or via the help of your relatives and friends in Macao) the Macao Public Security Police Force 24-hour hotline at +853 2857 3333 or directly the Macao Identification Bureau hotline at +853 2837 0777 during office hours.

Macau S.A.R. Identification Bureau website::

www.dsi.gov.mo

Tel: +853 2837 0777

Macau Public Security Police Force 24 hour hotline::

Tel: +853 2857 3333

The website of Public Security Police Force: Entry and Exit Procedures for Macao Residents

http://www.fsm.gov.mo/psp/eng/EaEP_lost.html

Tel: +853 2872 5488

If a Chinese citizen loses his/her travel document while travelling in Macao, please report his/her loss to the Immigration Department of Macao Public Security Police Force located at Pac On and complete the formalities concerned. Subsequently, with the relevant document, he/she can proceed to the Office of the Commissioner of the Ministry of Foreign Affairs of the People’s Republic of China in the Macao Special Administrative Region or China Travel Service (Macao) to apply for the replacement of the travel document.

The website of Public Security Police Force: Processing of Cases of Loss of Entry Identification Documents for Non-residents:

http://www.fsm.gov.mo/psp/eng/LoTD.html

Tel: +853 2872 5488

CHINA TRAVEL SERVICE (MACAO) LTD.:

http://www.cts.com.mo

Tel: +853 2870 0888

Office of the Commissioner of the Ministry of Foreign Affairs of the P.R.C in Macao S.A.R.::

http://www.fmcoprc.gov.mo/eng/

Tel: +853 8791 5404

Consular Service of the P.R.C.:

http://www.fmcoprc.gov.mo/eng/

Tel: +86 1065963500

In case of loss of Portuguese Passport, please contact the nearest consular post:

https://www.portaldascomunidades.mne.pt/pt/

For more information regarding repatriation procedures, please contact your own or related insurance company and one of the Local Hospitals in Macau

Conde de S. Januário Hospital:

http://www.ssm.gov.mo

Tel: +853 2831 3731

Kiang Wu Hospital:

http://www.kwh.org.mo

Tel: +853 2837 1333

University Hospital:

http://www.uh.org.mo

Tel: +853 2882 1838

Contact for information regarding customs clearance:

http://www.customs.gov.mo

Tel: +853 2896 5001

For information regarding Vaccination and other health related issues, please contact the Macau Health Bureau Center for Disease Control:

http://www.ssm.gov.mo/portal/csr/ch/main.aspx

Tel: +853 2870 0800

For inquiries related to entry, exit or stay for Macau S.A.R. residents or tourists, please contact Macau Immigration Service Department.

The website of the Public Security Police Force: Immigration Services:

https://www.fsm.gov.mo/psp/eng/Service_Imm.html

Tel: +853 2872 5488

When travelling overseas Macau residents can contact to the P.R.C Consular Services through their Macau Resident ID for accidents, loss of travel documents and other requests for assistance.

Ministry of Foreign Affairs of the P.R.C.:

http://www.fmprc.gov.cn/mfa_chn/wjb_602314/zwjg_603776/zwsg_603778/

Consular Service of the P.R.C.:

http://cs.mfa.gov.cn/

Tel: +86-10-65963500

When travelling with a Portuguese Passport, please contact the nearest consular post:

http://www.secomunidades.pt/web/guest/PostosConsulares

In case of credit card or ATM card loss, please contact to the issuing bank. In case you do not have the number readily available, for the contact of the issuing bank, please contact the 24 hour tourism hotline: +853 2833 3000

  1. If I lose my passport during my travel, or my passport is detained for inquiries, how should I proceed?

    For these situations, the best and most efficient way is that you contact the local Embassy/ Consulate of the People’s Republic of China in the location where you are visiting to seek the quickest and most direct assistance.

    You may also consider contacting the Macao Identification Bureau via its Emergency Hotline Aiding Loss of passport at (+853) 2857 3333 and/or visit their website at http://www.dsi.gov.mo/hotline_e.html for assistance.

  2. If I lose my (a) luggage; (b) medication; (c) valuables during my travel, how should I proceed?
    1. You should contact directly your airline company, travel agency and insurance company for luggage matters.
    2. You should contact directly a hospital in your destination for medication replenishment.
    3. You need to contact the local police to assist in finding your valuables and/ or to obtain a police report or other documents needed for insurance claim purposes.
  3. My credit card has been stolen, what should I do?

    Please call the emergency number of your credit card company, either in Macao or in the country where you have lost your card.

  4. A fellow traveller passed away during our trip overseas, what should we do?

    Please contact both the local police and the Embassy/ Consulate of the People’s Republic of China located in or nearest to the location where you are visiting in order to find out with both authorities on the respective procedures to follow in order that you can get the corresponding assistance and also to obtain precise information on procedures for the issuance of documents such as certificates and other repatriation related matters.

    You may also contact your travel agent and/or travel insurance company should their assistance be required.

    (Macao residents are advised to purchase comprehensive travel insurance prior to their travels, with option that covers the Macao SAR Travel Alert System, and international emergency medical evacuation. Macao residents should also verify with their insurers in case of any doubts regarding the terms and conditions of their insurance coverage).

  5. One of the family members travelling with us has gone missing for over 24 hours during our trip, what should we do?

    Please contact both the local police and the Embassy/ Consulate of the People’s Republic of China located in or nearest to the location where you are currently in and inform both parties of the occurrence in order that they may provide you with the respective and appropriate assistance.

    You may also contact your travel agent and/or travel insurance company should their assistance be required.

  6. One of the family members travelling with us has been hospitalized, what should we do?

    Please contact necessary local entities (such as the police or immigration services) and the Embassy/Consulate of the People’s Republic of China located in or nearest to the location where you are currently in so that they are informed about the case and can provide you with the respective and appropriate assistance.

    You may also contact your travel agent and/or travel insurance company should their assistance be required.

    (Macao residents are advised to purchase comprehensive travel insurance prior to their travels, with option that covers the Macao SAR Travel Alert System, and international emergency medical evacuation. Macao residents should also verify with their insurers in case of any doubts regarding the terms and conditions of their insurance coverage).

  7. If I suffer an injury during my travel, how should I proceed?

    Should you suffer from a minor injury, you should seek appropriate medical treatment locally.

    Should your injury require any follow-up from local entities (ex: traffic accident), you should also contact the local police, and the Embassy/Consulate of the People’s Republic of China located in or nearest to the location where you are currently for assistance.

    In both circumstances you can also contact your travel agent and/or travel insurance company should their assistance be required.

  8. If we encounter a natural crisis, man-made crisis or technological disaster (flood, hurricane, bombing, fire, etc …), during our travel outside of Macao, what should we do?

    Should any further assistance or information be required due to the incident, please contact the following:

    • 24-hour Tourism Hotline +853 2833 3000;
    • The Chinese Embassy and Consulates or the Global Emergency Call Center for Consular Protection and Services of the Ministry of Foreign Affairs 24-hour hotline: +86 10 12308;
    • Your Travel agency and/or insurance company
  9. The travel agency in Macao that organized our overseas trip is now insolvent and our vouchers are not accepted any more, what shall we do?

    If your travel agency is licensed in Macao, please contact the Macao Government Tourist Office via Tourism Hotline +853 2833 3000 for assistance.

    You may also contact the Embassy/Consulate of the People’s Republic of China located in or nearest to the location where you are currently in for assistance, as well as your travel insurance company.

  10. I have purchased a tour package/ticket for a destination to which an alert has been issued, will I be able to cancel or postpone my travel plans?, how should I proceed?

    The Macao Travel Alert System is not prohibitive, therefore the decision to proceed or not with the planned travel is with the Macao resident. However, the decision should take into account any information published by Macao governmental entities regarding the current situation of the destination in question.

    Macao residents who have purchased travel or tour packages should contact the respective travel agency or company about the possibility of cancelling or postponing their travel package.

    If the travel insurance purchased has coverage that includes the Macao SAR Travel Alert System, Macao residents should then check the type of coverage offered according to the Alert level that has been issued.

  11. A Travel Alert has been issued, should I return to Macao?

    Ultimately the decision to return to Macao would have to be made by yourself. The Macao SAR Travel Alert System is merely a platform that provides you with information about the specific security or situation concerning certain travel destinations, enabling Macao residents to be well informed and thus can take the necessary measures or decisions regarding their planned travels.

  12. An Alert Level 1 has been issued, what should I do?

    A Level 1 alert means that there is a threat. As such, Macao residents who intend to travel to, or who are in the destination, should be alert and vigilant with regard to their safety. It is suggested that they take care and monitor the development of the situation as it can affect their personal safety.

  13. An Alert Level 2 has been issued, what should I do

    A Level 2 Alert means that the threat has increased and indicates a higher threat to personal safety. As such, Macao residents who intend to travel to, or who are in the destination should reconsider the need to stay or travel to the location in the circumstances presented. It is suggested that non-essential travel should be avoided to the destination in question.

  14. An Alert Level 3 has been issued, what should I do?

    A Level 3 Alert means that there is an extreme threat to personal safety. As such, Macao residents who intend to travel to, or who are in the destination should be in constant alert due to the seriousness of the situation that has struck the destination and seek official assistance that can be provided there. It is advised to avoid traveling to and, in some cases, leave the destination in question.

  15. I am a tourist in Macao with plans to travel to the destination where you have issued a Travel Alert, should this affect my plans?

    The Macao SAR Travel Alert is a system that provides information on safety or security issues in order for Macao residents to make an informed decision regarding their travel plans. Although any visitors in Macao can access this information, when and if in doubt, we advise visitors to try and contact or access relevant information from their own country or region of residence for further information. Likewise, visitors can also contact their own travel service providers and check if their reservations/itinerary remain unchanged, while also taking into consideration any Travel Advice, Alerts or Warnings that might have been issued by their own governments related to the same destinations.

  16. I am a foreign national, how will the Macao SAR Travel Alert affect me?

    Although the Macao SAR Travel Alert System is mainly targeted towards Macao residents, foreign nationals can also take reference from information provided by the aforesaid Travel Alert System but are advised to prioritize the corresponding information provided by their own government.

Updated on: 05/02/2021