> For the complete documentation index, see [llms.txt](https://global-starlink.gitbook.io/help/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://global-starlink.gitbook.io/help/asia/hong-kong-and-macau/hong-kong-and-macau-prepaid-travel-esim-card-data-only/troubleshooting.md).

# Troubleshooting

<details>

<summary><strong>My data isn't working...</strong></summary>

1. Check that you have **Data Roaming** & **Mobile Data** turned on in your Settings.
2. Make sure that you have changed your **APN** settings to match the following:\
   **For iOS devices**\
   **Name**: 3gnet\
   **APN**: 3gnet\
   **User name**: \[leave this section blank]\
   **Password**: \[leave this section blank]\
   \
   **For Android devices**\
   **Name**: 3gnet\
   **APN**: 3gnet\
   **Proxy:** \[leave this section blank]\
   **Port:** \[leave this section blank]\
   **User name**: \[leave this section blank]\
   **Password**: \[leave this section blank]\
   **MCC:** 234\
   **MNC**: 10\
   **Authentication type**: PAP\
   **APN Protocal**: IPV4\
   **APN Roaming Protocal**: IPV4
3. **Restart** your phone

</details>

<details>

<summary><strong>If you've been using your eSIM but suddenly your data has stopped working</strong></summary>

Sometimes the SIM can stop working. When this happens:

1. Turn on Airplane Mode for 1 minute
2. Turn off Airplane Mode - this should reboot the connection!
3. If your phone says it's connected to LTE or 4G but the data isn't working, try to manually turn off LTE/4G to connect to 4G/3G.

**Apple:**

Settings > Mobile > Mobile data options > Disable LTE > Restart

**Android:**

Settings > Connections > Mobile Networks > Network Mode > Switch to 3G/2G > Restart

</details>

<details>

<summary><strong>I've tried everything and it's still not working</strong></summary>

These guides are based on our most frequently asked questions. If you can't find what you're looking for, feel free to reach out to us and we'll try our best to provide assistance. You can reach us at <hello@globalstarlink.com.au> 📩

Before contacting us, please have the following information ready:

* Which eSIM have you bought?
* Where are you located?
* When did you activate and what happened when you activated it?
* What troubleshooting steps have you tried?
* Please send through a screenshot of your Mobile Network settings and your APN settings with the WiFi turned off and your mobile data turned on so we can see what's going on.
* Any other details that might help us, help you!

</details>