Help center

12 questions

• How do I claim my free test eSIM?Getting startedGetting started▾▾

  On your dashboard, click "Give 1GB Free". That generates a free starter promo code instantly.

  Copy the claim link from the result page and open it on your phone. Enter your email when prompted, then follow the steps in the Hubby app to install the eSIM.

  We strongly recommend testing the product on yourself before selling. agents who've used it sell with confidence.

• How does commission work? When do I get paid?CommissionCommission▾▾

  You earn a percentage of every bundle your client pays for. The default is 20% on paid bundles and 10% on every top-up after that. your agency may have a different rate, which you can see on the Earnings page (the amount shown next to each bundle is your actual cut, not a percentage).

  For paid bundles, your commission is earned the moment the purchase is paid. It goes straight into your balance; refunded purchases are deducted again. Redemption just tells you your client is set up.

  Payouts run on the 1st of each month for everything in your Earned bucket. If you're below the minimum payout (€25 by default), the balance carries over to the next cycle.

  Free 1GB starter codes have no commission attached. they're a way to introduce a client to Hubby. You earn from them indirectly when the client comes back to buy a paid bundle (20% on that bundle, 10% on every top-up after).

• Can the eSIM work on cruise ships?CoverageCoverage▾▾

  Mostly no. eSIMs use cellular networks, not the ship's satellite system. Once the ship is at sea outside coverage, the eSIM has nothing to connect to.

  What does work: the eSIM connects normally in port and on coastal sections where the ship is close enough to a tower. So your client gets data on shore days at every port stop.

  For at-sea connectivity, recommend the ship's onboard Wi-Fi package.

  For a multi-country cruise, sell one regional bundle instead of separate country codes: Europe covers 35 countries, Asia 21, and the Caribbean bundle 14 island nations, so a single code gives your client data at every port stop.

  Tip: the free 1GB Arrival eSIM works across 190+ countries, so one free code can cover light use on shore days across every port; for heavier use, sell a country bundle for the ports that matter most.

• Does the eSIM need internet to install?Getting startedGetting started▾▾

  Yes. the install requires an internet connection (Wi-Fi or another data line) to download the eSIM profile from the carrier.

  Tell every client to install the eSIM on home Wi-Fi BEFORE they travel. If they wait until they land, they're stuck without data.

  Once the eSIM is installed, it works without any prior Wi-Fi at the destination. the activation happens automatically when they arrive.

• Can one eSIM work for multiple countries?CoverageCoverage▾▾

  Each paid bundle covers one country. The Sell a Bundle flow doesn't offer regional or multi-country bundles right now.

  So if your client is visiting several countries, generate a separate code for each country where they want data. A client touring Spain, France and Italy needs three codes, one per country.

  A single-country code only works in that country. If your client buys a Spain code and travels to France, it won't work in France.

  The free 1GB Arrival eSIM is the exception: it works across 190+ countries, so it's a handy way to keep a multi-country traveller connected on arrival before they buy per-country data.

• Do Google, WhatsApp and Instagram work in China?CoverageCoverage▾▾

  Yes — on the eSIM's mobile data they work normally. Hubby's China eSIMs break out internationally, so Google, WhatsApp, Instagram and other blocked services behave exactly like at home.

  The catch: the moment the phone is on LOCAL Wi-Fi (hotel, cafe, airport), traffic goes through the local network and those apps stop working.

  Tip for clients: keep the Hubby line's mobile data ON for the blocked apps, and treat local Wi-Fi as a bonus for everything else.

• Does a country eSIM cover its islands (Azores, Madeira, Canaries)?CoverageCoverage▾▾

  Portugal, confirmed: the Portugal eSIM roams on the NOS network and covers the whole country including the Azores and Madeira, wherever the NOS network reaches.

  In general, country eSIMs roam on the national mobile networks, so islands are covered wherever that network has signal. In remote or mountainous island areas, expect the same signal variation locals experience.

  The exception to watch: overseas territories far from the mainland (for example French territories in the Caribbean or Pacific) can run on separate networks. Check with us before promising coverage there.

  Support tip for Portugal: if a client shows "no service", have them manually select the NOS network in the phone's network settings. The other national networks (Vodafone PT, MEO) are not enabled for our eSIM.

• My client got a new phone and lost the eSIMTroubleshootingTroubleshooting▾▾

  An eSIM is tied to the device it was installed on. When the phone is wiped or replaced, the eSIM goes with it.

  If the bundle still has unused data, contact support@hubbyesim.com with the promo code and the client's email. We can often re-issue it to the new device.

  If the bundle is mostly used, the easiest path is to generate a fresh code for the new phone. Any unused balance on the old code stays attached to the old install.

  Tip: when you share a code with a client, mention this. installing on a phone they'll keep through the trip avoids the issue.

• How do I add agents under my agency?TeamTeam▾▾

  If you signed up with an agency name, you're an agency owner. Click "Team" in the top navigation. you only see this link if you're an owner.

  On the Team page there's an invitation card with a link unique to your agency. Copy that link and send it to the agents you want under you (email, WhatsApp, whatever works).

  When they open the link they get a signup form pre-filled with your agency. Once they create their account, they appear in your Agents table automatically.

  From the same page you can deactivate any team member. they immediately lose access until you reactivate them. Useful when someone leaves the agency.

• What if my client's eSIM doesn't work?TroubleshootingTroubleshooting▾▾

  Most failures come down to phone settings. Walk the client through this checklist (works for iPhone. Android settings have similar names):

  1. Settings → Mobile Service → SIMs → tap the new Hubby eSIM line.

  2. Make sure the line is turned ON.

  3. Make sure "Data Roaming" is ON for that line.

  4. Make sure "Mobile Data" is set to use the Hubby line (not the personal line) for the trip.

  If the line is on, roaming is on, and there's still no service, the eSIM may not have activated yet. wait a few minutes after arrival in-country.

  Still nothing? Email support@hubbyesim.com with the promo code and a screenshot of the SIMs settings screen. We can check whether the eSIM has connected to a carrier.

• What's the difference between data-limited and unlimited?Getting startedGetting started▾▾

  Data-limited bundles give you a fixed amount of data (1GB, 5GB, 10GB, etc.) with a long validity window. typically 365 days. The client can use the data whenever during that year. Best for occasional trips, light users, or clients who aren't sure exactly when they'll travel.

  Unlimited bundles have no data cap, but they're tied to a fixed window of days (3, 7, 10, 15 or 20, depending on the destination). The window starts at the FIRST CONNECTION ABROAD — that's the package activation — not at install, so installing days before the trip never starts the clock. Once it starts, it runs whether they use it or not. Best for short fixed trips, heavy users (video calls, hotspot, streaming), or remote workers.

  Rule of thumb: if the client is mainly using maps and messaging, data-limited is cheaper and more flexible. If they're working remotely or on a fixed-date heavy-use trip, unlimited removes the worry of running out.

• How do I see my earnings?CommissionCommission▾▾

  Click "Earnings" in the top navigation. You'll see four things at a glance:

  Total earned all time, what you've earned this month, what's pending payout, and your next payout date.

  Below that, every code you've ever generated is listed in a table with the date, the client reference, the bundle sold, your commission for that sale, and its current status (Pending / Earned / Paid).

  All amounts are shown in your local currency. set automatically from the country you picked at signup.