Help and contact
Find your guide, check an order or get help with your account.
Find your purchased guide
Sign in with the account used for your purchase. A confirmed payment and active guide access let you read online or download the PDF from your order.
Payment or access problems
Check the existing order before paying again. If payment is pending or guide access is unavailable, email us from your account address where possible and include:
- Your order number, if available
- The problem and any error message, with sensitive details removed
Support requests are handled manually. Do not include your password or full card details.
Contact: support@getchinatrip.com
Cannot find your order or receipt?
Contact us even if you cannot find your order number or use the original email address. Explain the problem and share only the information needed to identify the purchase. Remove passwords, verification codes and payment details from screenshots.
For a Paddle purchase, check your confirmation email for the receipt and Manage transaction link. Paddle also provides buyer support and the refund or withdrawal routes available for your purchase. You do not need to wait for ChinaTrip's manual review before contacting Paddle.
Request a guide update
Your order records the purchased guide version. If an updated edition of your city's Standard Guide is released within 30 days of payment confirmation, email support@getchinatrip.com with your order number to request a PDF copy at no extra charge. Updates are delivered manually by email. You may request an eligible edition after this period ends. This update period is separate from reading access; it does not guarantee that a new edition will be released or include personal itinerary changes.
Open your order to see the release-window deadline and send an update request with your order number. If you cannot find the order or use the original account email, contact support so ownership can be checked another way.
Recover your account
Use your account email to request a password reset. If you no longer have access to that address, email support to discuss an ownership check. Do not send your password or verification codes.