Troubleshooting eSIM PLUS 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 APN plus

**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. #### 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