If you’re an existing MATE mobile customer and want to change from a physical SIM to an eSIM, we’ll need to help you with a SIM swap.
Before we can issue the eSIM, we’ll need to verify your identity. This helps protect your mobile number, account, and personal info.
💡 Why we need to verify you: Your mobile number can be used for things like banking, password resets, and security codes. We need to make sure it’s really you before making changes to your SIM.
How to change to an eSIM
- If your MATE account is already verified, we can complete a quick two-factor authentication (2FA) check over live chat.
- If your MATE account isn’t verified, we’ll need to complete an identity check. This can’t be done over live chat, so you’ll need to call us on 13 14 13 during our support hours.
Once your identity has been verified, we’ll complete the SIM swap and send your new eSIM details via email. You can then install the eSIM on your compatible phone.
⚠️ Important: Make sure your phone supports eSIM before requesting the change. If you’re not sure, check your phone manufacturer’s website.
💡 Tip: Have access to your email and keep your phone nearby when contacting us. Your eSIM QR code will be sent by email once it’s ready.
💬 Need help? If you’re unsure whether your account is verified or need help changing to eSIM, contact us here and we’ll point you in the right direction.
