To help protect you from fraud and identity theft, MATE may require an identity check before activating your eSIM. This only happens in some cases, usually when an order needs extra verification for security reasons.
💡 Why this matters: Your mobile number can be used to access banking apps, verification codes and personal accounts. Identity checks help stop someone else from activating your service without permission.
💡 Important: The identity check can only be completed in the myMATE app, or over the phone if we ask you to call us. It can’t be done in the self-care portal. Once your identity is verified, you can activate your eSIM in either the app or the self-care portal.
What happens if your order is flagged?
- Your eSIM order will show as Awaiting Verification.
- You’ll need to complete an identity check so we can confirm it’s really you.
- Complete the check in the myMATE app. If we need to do the check over the phone instead, we’ll ask you to call us.
- Once verified, you can activate your eSIM through the self-care portal or the myMATE app.
How to complete the identity check in the myMATE app
You’ll need two valid identity documents to complete the check. Here’s how it works:
- On the app home page, tap Verify Identity.
- Choose your first document from the drop-down list (Australian Passport, Birth Certificate, Driver’s Licence, International Passport, Marriage Certificate, Medicare Card or Centrelink Card).
- Fill in all the required fields for that document. When entering a date, use the YYYY format for the year.
- On the next screen, when asked to Add Another, select Yes, since you need a second document to complete the check.
- Fill in the details for your second document and tap Next.
- Once two documents are added, you can select No when asked to add another.
- Check the summary of the documents you’re submitting, then tap Submit Identity.
You’ll then see one of two messages: Success, which means you can go ahead and activate your eSIM, or Error, which means you’ll need to try the identity check again.
How to complete the identity check by phone
If we’ve asked you to verify over the phone, call us on 13 14 13 during our support hours.
💡 Important: Only the latest verification code sent to you will work. If you’ve requested more than one code, make sure you use the newest one.
What you’ll need
- Access to your email and mobile number
- Your new eSIM-compatible phone nearby
- Your order number, if you have it
- Two valid identity documents, such as an Australian driver’s licence, passport, Medicare card or other accepted ID
- Your details must match the information used when placing the order
💡 Note: Some eSIM orders are automatically flagged for extra verification by our fraud prevention systems. This can happen for brand-new accounts, accounts with multiple pending orders, or when extra identity checks are needed to help protect your account and mobile number.
💡 Tip: Check your order status to see what’s needed. Pending Documents means we still need to complete the identity check before your eSIM can be activated. Pending Delivery means you can go ahead and activate your eSIM in the myMATE app or self-care portal.
💬 Need help? Stuck with your identity check? Our Aussie-based support team is happy to help. Get in touch with us here.
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