Help & FAQ

10 questions

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

  You earn a percentage of every bundle your client pays for. The default is 30% — 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).

  Each code goes through three stages: "Pending" (you generated it, customer hasn't used it), "Earned" (customer redeemed it — your money is locked in), "Paid" (we paid it out to your bank).

  Payouts run on the 1st of each month for everything in your Earned bucket. If you're below the minimum payout (€20 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.

• Can the eSIM work on cruise ships?Coverage▾

  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 multi-country itineraries (like a Mediterranean cruise), pick a regional bundle so one code covers every port country.

• Does the eSIM need internet to install?Getting 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?Coverage▾

  It depends on the bundle.

  Regional bundles cover many countries on one code — for example, a Europe regional bundle works across most EU countries with no border issues. These are the right choice for road trips, cruises, or any itinerary crossing borders.

  Single-country bundles only work in that country. If your client buys a Spain-only bundle and travels to France, it won't work in France.

  On the "Sell a Bundle" search, look for region names alongside countries — Europe, Caribbean, Asia, etc.

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

  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?Team▾

  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?Troubleshooting▾

  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 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 — 1, 3, 7, 15, or 30 days. Once the window starts, the clock 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?Commission▾

  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.