> ## 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).

# Troubleshooting Surfroam eSIM PLUS connection


### 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 **Surfroam** **eSIM PLUS is the only active SIM** (disable other SIMs/eSIMs).
* Cellular data settings are correct:
* **Cellular Data**: ON
* **Data Roaming**: ON

#### 2. Check your eSIM balance

Ensure your **balance is positive** via [MySurfroam](https://my.surfroam.com/) or [surfroam.com](https://surfroam.com/pages/surfroam-sim-and-esim-balance-check) 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 APN settings

* Ensure the **APN** is a **plus**

#### 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 eSIM PLUS number** **or ICCID**
* **A brief description of the issue**