12367 is NIA's immigration-service route for exit-entry policy and document enquiries. Prepare identity facts and a specific question to obtain guidance relevant to your situation.
What to have ready
Before you start
12367 provides round-the-clock immigration-management assistance, with Chinese and English online responses through the Immigration 12367 website, app and WeChat or Alipay mini-programs. Enquiries are directed by border-crossing, exit-entry-document or feedback subject. It is not emergency Police 110, Hong Kong Immigration or a travel agent. A Chinese Hong Kong resident's permit, non-Chinese permit, foreign passport and a Mainland resident's Exit-entry Permit to Hong Kong and Macao are different documents. Identify the precise category rather than calling every document a Hong Kong permit.
What to do, step by step
- Before asking, list nationality, full document name, validity, current location, intended checkpoint and purpose. Explain whether already in the Mainland and the current permitted period. A general policy question does not require sending document photographs to an unknown chat account; follow the official channel's instructions for any necessary verification.
- Enter online services from NIA's official site or use the published hotline, confirming the official overseas calling method where needed. State whether the issue concerns crossing, document replacement, stay or residence, or accommodation registration. Ask for the responsible authority and checklist so the next action is concrete.
- Since the September 2026 national rollout, foreign nationals can use the Foreigners' Services module for non-hotel accommodation registration under its guide. A first registration uses host assistance; specified repeat-address and owned-address situations allow self-processing. Select the actual category and preserve the completed registration record rather than assuming the module applies to every Hong Kong resident.
- Record the official guidance, evidence and deadlines, then make the formal application to the accepting authority and retain its receipt. For online registration difficulties, seek exit-entry counter or local-station assistance. Until completed, do not present an enquiry record as proof of extended stay, registration or permission to cross.
Costs, timing, and things to check
Hotels register foreign-national guests under the applicable rules; non-hotel accommodation generally requires registration within twenty-four hours. The 2026 repeat-registration exceptions have address and residence-document conditions. Having registered somewhere previously is not sufficient by itself to establish exemption for the current stay.
Hong Kong admission, visas and return status require confirmation with Hong Kong authorities. Mainland 12367 guidance does not replace Hong Kong permission. For crime or immediate danger, use the appropriate urgent channel such as 110 rather than waiting in an ordinary immigration-enquiry queue.
A practical example
A non-Chinese Hong Kong resident staying with a Guangzhou friend asks 12367 using the actual entry document and completes first registration with the host through the supported module. A Chinese-national companion travelling on a Home Return Permit checks their own applicable rules instead.
Ask with accurate identity facts, follow the formal checklist and distinguish guidance from approval.
Official information and enquiries
These are the reference and service entry points for this guide. Check current fees, eligibility, and schedules with the authority. The preparation date is not each source's official update date.