DSI extends online overseas assistance service to safeguard travel safety of Macao residents         With the support of the Ministry of Foreign Affairs of the People’s Republic of China and the Office of the Commissioner of the Ministry of Foreign Affairs of the People’s Republic of China in the Macao Special Administrative Region, the Identification Services Bureau (DSI) extends  the online overseas assistance service to promptly respond to Macao residents who lost their Macao Special Administrative Region travel documents (hereinafter referred as “Macao SAR travel documents) overseas, so that they can return home safely.         Starting from 1 December 2023, the online overseas assistance service will be implemented at over 200 Chinese overseas embassies or consulates. If Macao residents who are aged 18 or above lost their Macao SAR travel documents in other countries, they can use the “Overseas Assistance - Lost Travel Documents in Journey” service through the “Common Access to Public Services of the Macao SAR” mobile application. The applicant can also request help on behalf of the accompanying family members (including spouse, children who have reached 5 years old on the latest issuance date of their resident identity card, parents or spouse’s parents). All those who need help are required to conduct facial recognition for identification. After entering the required information into the system as instructed, the applicant will be instantly issued an application number which is valid for 24 hours and receive a verification code by SMS. All persons concerned have to proceed to the Chinese overseas embassy or consulate that they have chosen to apply for a travel document by presenting the valid application number and verification code. The embassy or consulate can confirm their identity of Macao resident without the need of further information from DSI. It will expedite the issuance of one-time travel document to persons in need for returning to Macao.         In addition, Macao residents travelling abroad who need help in emergency can also call the 24-hour emergency hotline for overseas assistance. Details can be found at DSI website (www.dsi.gov.mo/hotline_e.html).

Frequently Asked Questions about Overseas Assistance - Lost Travel Document in Journey

1. What should Macau residents do if they lost their Macau SAR travel document overseas?

   Ans.: In order to assist Macau residents who have lost their Macau SAR travel documents overseas to return to Macau as soon as possible, the Identification Services Bureau launched the "Overseas Assistance- Lost Travel Document in Journey" service. Residents can use the service through "Common Access to Public Services of the Macao SAR" APP. After completing the application, the applicant will receive an application number and a verification code which is valid for 24 hours only. The applicant has to proceed to the Chinese overseas embassy or consulate to apply for a Chinese travel document for returning to Macao.
   In addition, they can call the 24-hour hotline of Macao Public Security Police Force at (853) 2857 3333, the Macao Government Tourism Office at (853) 2833 3000, the Emergency Call Center of the World's Consular Affair of the Ministry of Foreign Affairs of China at 008610-12308 or the Identification Services Bureau at (853) 2837 0777 (in office hours) themselves or through relatives or friends in Macao for assistance.

2. Who are eligible to use the "Overseas Assistance - Lost Travel Document in Journey" service?

Ans: Following persons are eligible to use the "Overseas Assistance- Lost Travel Document in Journey" service:

1. Macau residents who are aged 18 or above and possess the “Common Access to Public Services of the Macao SAR” account. They can also submit application on behalf of other accompanying persons who also need help (only applicable to spouse, children who have reached 5 years old on the latest issuance date of their resident identity card, parents and spouse’s parents) .
2. Holders of Macau SAR travel documents.
3. In reference to the previous question, what is the application procedure?

Ans: First, applicants need to log in to their “Common Access of Public Services of the Macao SAR” account, and then choose "Overseas Assistance - Lost Travel Document in Journey". After entering the information as instructed by the system, applicants and other accompanying applicants have to verify their identity by facial recognition. After that, the applicant will receive a verification code by SMS to complete the application. After completing the application, the applicant will obtain an application number in the system which is valid for 24 hours and receive another verification code by SMS. The applicant has to proceed to the Chinese overseas embassy or consulate to apply for a Chinese travel document for returning to Macao with these number and code before they expire.
For details of the “Common Access to Public Services of the Macao SAR” account, please refer to www.gov.mo/zh-hant/services/ps-1047/.

4. What should applicants do if the system shows that “The information of other applicant(s) cannot been verified. Please go through the verification of kinship to confirm your relationship with the other applicant(s).”?

Ans: If the system shows such notice, it means that there is no information about the relationship between you and other applicants (e.g. spouse, children who have reached 5 years old on the latest issuance date of their resident identity card and parents) in your Macao Resident Identity Card record. You have to apply for kinship verification through “Common Access to Public Services of the Macao SAR” (applicant will receive the verification result within five working days) before using the "Overseas Assistance- Lost Travel Document in Journey" service. Moreover, other accompanying applicants can use their “Common Access to Public Services of the Macao SAR” account to apply for the "Overseas Assistance - Lost Travel Document in Journey" service on their own.
In addition, applicants can also call the following hotlines for assistance: 24-hour hotline of Macao Public Security Police Force (853) 2857 3333, Macao Government Tourism Office (853) 2833 3000, the Emergency Call Center of the World's Consular Affair of the Ministry of Foreign Affairs of China (86) 10 12308, the Identification Services Bureau (853) 2837 0777 (in office hours).

5. If relationship between the applicant and spouse’s parents cannot be verified, what should be done?

Ans: The applicant’s spouse has to verify the relationship with his/her parents by using the kinship verification service through the “Common Access to Public Services of the Macao SAR”. After the kinship is successfully verified, they can use the “Overseas Assistance” service.

6. If the applicant only lost his/her Macau SAR resident identity card, can he/she use the "Overseas Assistance - Lost Travel Document in Journey" service for replacement of identity card?

Ans: No. If the applicant only lost his/her Macau SAR resident identity card, he/she can go through the formalities for replacement of documents with the proof of loss (e.g. loss report) at the Identification Services Bureau after returning to Macao. Applicants are advised to make an appointment in advance to reduce queue time. Details can be found at www.dsi.gov.mo/QAndA_e.jsp.