🛠️Troubleshooting

Source : Sims Direct

My data isn't working...

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: mobile.three.com.hk APN: mobile.three.com.hk User name: [leave this section blank] Password: [leave this section blank] For Android devices Name: mobile.three.com.hk APN: mobile.three.com.hk 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

2. Restart your phone

If you've been using your eSIM but suddenly your data has stopped working

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

It might look different depending on your device! If these instructions don't match exactly, explore your settings until you find Network Mode

I've tried everything and it's still not working

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 [e-mail]📩

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!

Money Back Guarantee

We try our hardest to make sure each and every single one of our customers are set up with reliable SIM cards but there are certain manufacturing and network errors that are simply out of our control. This is why we have implemented our money-back guarantee - to protect you against faulty SIMs and poor experiences.

• In order to claim your Money-Back Guarantee, you’ll first need to make sure you have worked your way through this guide & followed all of the suggested troubleshooting & steps. If you still can’t get things sorted, you can email us at [e-mail] and we’ll try and work our magic. If even we can’t set things right, we’re more than happy to offer you a full refund!