> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.surfroam.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Balance transfer


### **Balance Transfer Policy**

In certain cases, **Surfroam offers a complimentary balance transfer** to ensure uninterrupted service. We may transfer your **remaining valid balance** in the following situations:

1. **eSIM was accidentally erased or not properly activated**
2. **Lost or stolen phone/device**
3. **Your eSIM or SIM is outdated and requires replacement**
4. **You have a new device and a new eSIM**

Please get in touch with our support team **via chat or support@surfroam.com.**