Troubleshooting eSIM connectivity problems

**Before contacting us for help, please check the following:**

**1. Ensure your device is correctly configured**

Your mobile device is receiving a network signal.
Your eSIM is set as the only active SIM (disable other SIMs/eSIMs).
Cellular data settings are correct:

Cellular Data: ON

Data Roaming: ON

APN: Set according to your country and IMSI

**2. Check your eSIM balance**

Ensure your balance is positive before attempting to connect.

**3. Restart and test your connection**

Turn your device OFF and back ON.
Test your connection by opening a web browser and visiting any website.

**4. Verify IMSI and APN settings**

Check the Rates section on surfroam.com or MySurfroam to find the correct IMSI and APN for your location.
Manually select the correct IMSI on your device.
Ensure the APN is correctly set based on the selected IMSI.

**5. Refresh your connection**

Restart your phone or toggle Airplane Mode ON/OFF.
Test your connection again by visiting surfroam.com.

**Still no internet connection?**

If you have followed all steps and still cannot connect, please contact us with the following details:

Your location
Your device’s make and model
Your email address
Your Surfroam SIM number (found on the SIM cardholder)
Signal strength displayed on your device
Your cellular data settings
A brief description of the issue

Updated on: 21/02/2025