3Hk prepaid sim nightmare

Posting this in hopes someone has a solution… I purchased an APAC 30-day prepaid eSim for my husband. It notified me payment failed (without any way to repurchase it), so we bought another one with a different card. Arrived in HK and he had connection to the network (LTE, full bars) but no actual data. We took a train to China and I was able to get it working through their automatic customer service of resetting the roaming profile, but when we got back to HK, it had the same issue. Tried resetting roaming profile and it didn’t work. Saw the original eSim payment actually went through so tried switching to that but same issue. Their customer service is abysmal and limited to a bot that cycles through a few options. I emailed them but my last email took them over a week to respond. I tried all the tricks- resetting network settings, airplane mode, installing via a new eSim, updated iOS. Feels like it’s more on their end than ours. Any other ideas?

UPDATE: thank you all for your comments and suggestions. The real name registration (US passport) kept failing so we went to the 3shop and the representative told us to try a different passport. We used mine and voila it worked! Not sure why my husband’s kept failing - he has a middle name and a suffix so maybe that contributed to it whereas I don’t.