🛠️Troubleshooting

source: Global Starlink website, SIMsDirect

I'm having trouble activating my eSIM. What should I do?

If you're having trouble scanning the code to activate your eSIM, don't worry! You can also do it manually using the SM-DP+ Address and Activation Code we included in your confirmation email. If you've tried the manual method and still need some assistance, our helpful team is just a message away! Feel free to reach out to us at [e-mail]. We're happy to get you connected!

My data isn't working on my eSIM. How can I fix it?

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: Name: v-internet APN: v-internet User name: [leave this section blank] Password: [leave this section blank]

3. Restart your phone

My data isn't working even though I've enabled data roaming, mobile data, and set up the APN.

If those steps don't work, you will have to manually select a network through your settings. iOS Settings > Mobile > Network Selection > Disable Automatic > Wait for networks to pop up and select one Android Settings > Connections > Mobile Networks > Network Operators > Search networks manually > Wait for networks to pop up and select another one > Restart your phone

Note: May differ depending on your device - If these instructions don't match, explore your settings until your find Network Selection or Network Operators

Which one do I choose?

Try any of them and if one doesn't work, try another one!

If you've tried all these steps and your eSIM remains not working, kindly send us the screenshots of steps that you've tried

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

Sometimes the eSIM 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

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.

1. Livechat: Click on "Chat with us" on our website to initiate a live chat conversation with our customer service team online. (Our working hours are Monday to Sunday: 9am - 1am Australian Eastern Time)

2. Email us: If the situation occurs outside of our working hours, please email us immediately at [e-mail]. We will start processing your request when we are back online the next day.

To expedite the process, please include the following information in your email for us to investigate further:

• Order Number (or SIM number)

• 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!