What is the identity check process for activating an eSIM?
To help protect you from fraud and identity theft, MATE may require an identity check before activating your eSIM service. This step is only required in some cases – usually when your order is flagged for additional verification.
Here’s what happens if your order is flagged:
- Order status: Your eSIM order will be marked as ‘Awaiting Verification’.
- What to do: You’ll need to call our customer support team to verify your identity and authorise the order.
- Activation: Once we’ve completed the check, you can activate your eSIM through the self-care portal or myMATE app.
How do I complete the identity check?
Please call us on 13 14 13 and follow the prompts:
Press 3 → Press 3 (technical support) → Press 2 (support with your mobile service) → Press 1 (eSIM activations)
Our eSIM activations team will help verify your identity and complete the process.
Why is this check important?
We know it can feel like a hassle, but this step is critical to protecting your mobile number and identity. It ensures that only you — the account holder — can activate or make changes to your service.
What are the benefits of this extra step?
- It keeps your personal and financial info safe from scammers.
- It prevents unauthorised access to your account and mobile service.
If you’ve got any questions or get stuck along the way, contact us here. We’re always here to help.
