If you’ve lost your phone and it had a MATE eSIM installed, your mobile service can’t be used until we replace the eSIM.
Please contact our support team as soon as possible so we can help secure your service and arrange a replacement.
⚠️ Important: If you later find your phone, don’t attempt to reinstall or activate the old eSIM. Contact our team first so we can confirm your service is secure.
When you contact us:
- We’ll complete a quick two-factor authentication (2FA) check
- Our team can suspend the mobile service if needed
- We’ll issue a replacement eSIM so you can activate your service on a new phone
💡 Tip: Have your new phone ready when contacting support so you can activate the replacement eSIM straight away.
⚠️ Charges may apply for a replacement SIM or eSIM if one is required.
