Phone hotspot not working? Can't connect?

Table of Contents

• Is your device compatible?
• Are APN settings configured?
  • Hotspot usage coming from main plan balance
• Has hotspot been fully enabled on your account?
• Are you able to use internet in general?
• Check your coverage
• Contact us

Is your device compatible?

First check to be sure your device is capable of hotspot services. Some models (usually older phones) cannot use phone hotspot. There are also variations based on the RedPocket Mobile network you're using. Read our What Networks Does RedPocket Mobile Offer article to learn about each of the different networks.

Hotspot Compatibility per network: 

• CDMA: Phone hotspot is supported on most iOS devices. Android is unavailable at this time. 
• GSMA: Phone hotspot is supported on most Android and iOS Devices.
• GSMT: Phone hotspot is supported on most Android and iOS Devices.

Note: Not all models support phone hotspots. Check your phone manufacturer's user guide. 

Are APN settings configured?

Once you've confirmed that your device is capable of hotspot services, you'll need to be sure you have configured the correct APN network settings. 

Complete the following steps to configure APN settings:

Step 1: Connect your phone to WiFi. This step is important.

Step 2: Tap on Settings.

Step 3: Tap on Internet. This may also be called Connections, Wireless & Networks, or Cellular. 

Step 4: Tap on Mobile Networks, Mobile Data, or Mobile Data Options. 

Step 5: Tap on Access Point Names or APN Settings. On iPhones, tap Cellular Network or Mobile Data Network.

For most devices, our standard APN network settings will get you up and running! 

Note: There are no manual APN settings for the CDMA network. Please remove and reinsert your SIM Card to try and trigger automatic setup.

Once you've configured your device's APN network settings, please use the steps in our Are Phone Hotspot Services Included With RedPocket Plans? article. 

Note: There are no manual APN settings for the CDMA network. Please remove and reinsert your SIM Card to try and trigger automatic setup.

Note: For iPhone, newer operating systems (iOS 13 or earlier) will not allow you to update your APN network settings manually. You may instead remove and re-insert your SIM card into your phone to trigger setup. Be sure to download any carrier settings that are available when you see the Carrier Settings Available popup on your phone. 

Hotspot Data Usage is Coming from the plan's Main Data balance

This step applies to GSMA Android Phone customers on our $30 and $40 plans. If you find that your hotspot data usage is being deducted from your primary data plan balance, you'll need to change the APN name of your settings to RESELLERMHT.

Once you've configured your device's APN network settings, please use the steps in our Are Phone Hotspot Services Included With RedPocket Plans? article. 

Has hotspot been fully enabled on your account?

In some cases you may need to speak with customer support to have hotspot services enabled on your account. This is occasionally the case for android devices.

Use our LiveChat feature to quickly resolve the problem. Contact our customer service team to request that hotspot services are enabled, wait 15 minutes, and then reset your device. 

Visit redpocket.com/contact-us and click the small chat icon in the bottom right corner of the page to LiveChat. 

Check your coverage

Visit redpocket.com/coverage and check to see if you have 4G, 4G LTE or 5G coverage in your area. Please note that if you are located in a Partner Coverage area your device may not receive service. 

Are you able to use internet in general?

If you're having trouble connecting to the internet, not only with your hotspot services, but with all browser and application usage on your phone you'll need to complete additional troubleshooting steps. Read our more in depth troubleshooting article for additional steps. 

Contact us

If you have any additional questions about your hotspot or need help troubleshooting your connection, please contact us. We are available 7 days a week from 5AM to 9PM PST. Please visit redpocket.com/contact-us for contact methods, including phone number, email address, and chat.