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> Use this file to discover available pages before exploring further.
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# 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](https://surfroam.com/pages/rates) 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](https://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**