Do not buy
the same problem twice.
First identify whether the failure belongs to inventory, the order, payment, passport data or the entrance gate. Then contact the owner of that layer.
Save the error, order screen and payment status. A second purchase can create a duplicate without fixing the first failure.
Which fact can you prove right now?
Change the plan—not the source of truth
- Re-check the exact venue, branch, date, time slot, ticket type and visitor count.
- Look only for another date, official time slot or official channel named by the venue.
- If the venue names a staffed ticket counter or authorized route, verify its live availability and terms.
- If official inventory is still unavailable, choose another time or attraction.
The Palace Museum’s current notice explicitly says it has not authorized third parties for admission-ticket or exhibition reservations. That warning belongs to that venue, but the verification habit is reusable everywhere: start from the venue’s own official source.
Trace three separate records
Official order
Check “My Orders” or the equivalent in the same official channel. Search using the account, phone, passport number or order number only where the venue instructs.
Payment status
Record whether the app or bank shows pending, completed, reversed or refunded. A notification alone is not a confirmed ticket.
Owner response
Give the official ticket channel the attempt time and payment reference; give the payment provider the merchant and status if the order owner cannot locate it.
Venue and channel · visit date and slot · traveler name · masked passport number · attempt time · amount · order number if any · payment reference · exact error screenshot.
Refund already promised? Track it here →Real-name tickets may not be editable
Compare every character with the original passport. Check the venue’s official change/cancellation terms; contact official support before creating another order.
Do not assume the new passport will match an order made with the old document. Ask the venue which original or replacement documents it accepts for that booking.
Read the official order and live terms. Do not arrive expecting a different slot or discount to be accepted.
Check whether the official channel supports a partial cancellation or requires a different action. Do not cancel the whole group until the consequences are clear.
For example, the Palace Museum’s current personal-ticket terms state that the ticket type, visit date, time slot and visitor cannot be changed after sale. Other venues can have different terms.
Move from automation to a person
- 01
Step out of the gate flow without blocking it. Keep the original passport and official order ready.
- 02
Find the staffed ticket-check, comprehensive service window or visitor service desk named by the venue.
- 03
Ask staff to search the order and compare the passport details. Show the exact error if useful.
- 04
If staff cannot resolve it, use the venue’s official support contact. Do not surrender the passport to an unofficial helper.
Chinese attraction booking help card
I booked through the official channel, but I cannot enter.
Here are my original passport and booking details.
Please check my order and tell me which staffed service counter to use.
I do not want to pay again before the problem is confirmed.
Attraction problem FAQ
Should I pay another seller when the official attraction is sold out?
Do not assume another seller has valid inventory. Re-check the exact venue, date, time slot and ticket type in the official channel. Use only an alternative or authorized route named by the venue; otherwise change the time, date or attraction.
Money moved but I cannot find an attraction order. Should I pay again?
Not immediately. Save the payment record, check the official channel’s order area and identify whether the payment is pending, completed or reversed. Contact the official ticket channel and payment provider before creating a possible duplicate.
What if my passport cannot be read at the attraction gate?
Take the original passport and official booking to the staffed ticket-check or visitor-service route. Ask staff to look up the order. Automated reading failure does not by itself prove that the booking is invalid.
Can I edit a wrong passport number or visitor name?
Do not assume identity fields can be edited. Check the venue’s current official change and refund terms. Some real-name tickets cannot change the visitor, document, date or ticket type; use the official support route before canceling or buying again.
Recovery rules checked here
Reviewed 23 August 2026. The exact venue’s live terms own changes, refunds, accepted documents and gate procedure. This page does not guarantee ticket availability, admission, refund timing or support outcome.
- Palace Museum — official booking noticeOfficial-channel warning, non-editable personal ticket fields, original-document entry and service-window route.
- Emperor Qinshihuang’s Mausoleum Site Museum — official ticketing pageOrder lookup paths, original passport inspection, named official channels and venue-owned refund route.
- Beijing Government — municipal park ticket guide for foreignersOfficial channel, “My Ticket” lookup, e-ticket and original-passport entry.
- State Council — tourism convenience measuresTicket counters for inbound visitors, foreign-passport support and venue ticketing accessibility direction.
- State Council — overseas visitor payment guideStaffed ticketing and multiple payment routes at major attractions.