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.
đź’ˇ 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.
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 verify it’s really you.
- In some cases, this can be completed in the myMATE app. If we need to complete the check over the phone, you’ll need to call us.
- Once verified, you’ll be able to activate your eSIM through the self-care portal or myMATE app.
How to complete the identity check by phone
If you need to call us, please call 13 14 13 during our support hours.
⚠️ Important: Only the latest verification code sent to you will work. If you’ve requested multiple codes, make sure you use the newest one.
What you’ll need when you complete the check
- Access to your email and mobile number
- Your new eSIM-compatible phone nearby
- Your order number, if you have it
- If a fraud check is required, you may need valid identity documents such as an Australian driver licence, passport, Medicare card, or other accepted ID documents
- Your details must match the information used when placing the order
⚠️ Important: 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 if extra identity checks are needed to help protect your account and mobile number.
đź’ˇ Tip: If your order status shows Pending Documents, it means we still need to complete the identity check before your eSIM can be activated. If it shows Pending Delivery, you can continue activating your eSIM through the myMATE app or self-care portal.
