Troubleshooting eSIM GLOBAL 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: 07/05/2025