Connection failed troubleshooting
Short answer: Connection failures are often related to local network reachability, missing system permission, expired sign-in, or a route that is temporarily unavailable.
Common causes
- The current Wi-Fi or mobile network is weak, unstable, or requires captive portal sign-in.
- The system network connection permission was not granted or was revoked.
- The account is signed out or the session expired.
- The selected route is temporarily unavailable or under maintenance.
- Device date, time, or time zone is incorrect.
Troubleshooting steps
- Confirm the device can access regular websites before connecting.
- Open CityLink Global and confirm you are signed in.
- If the system displays a network connection permission request, allow it.
- Switch to another available route and try again.
- Close and reopen the app. Restart the device if the issue continues.
- Record the error message shown in the app.
Need support?
If multiple routes and networks continue to fail after sign-in and permission checks, email [email protected] with route name, device system, error message, and approximate time.