I’ve just signed up for a mobile plan, what happens next?

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Thanks for signing up!

Here’s what happens once you place a mobile order.

Step 1 – Payment

We process your first month’s plan fee upfront so we can get your new SIM on the way. Once payment goes through, you’ll get a confirmation via email and SMS.

💡 Tip: Already a MATE customer adding a new mobile service? We won’t charge you upfront for the first month.

Step 2 – Receiving your SIM

Your SIM card will be shipped the next business day. We’ll confirm it by email and SMS with more info about your service and account.

📦 eSIM identity check (if applicable)

For eSIM services, our system might trigger an identity check. This helps us block fraud attempts before they happen. If required, you’ll need to verify your identity using the myMATE app or by calling us on 13 14 13. You can read more about why this is needed.

💡 Tip: If you’re not prompted for verification, you’re good to go. Just follow the eSIM activation steps once you receive the instructions.

If you’ve already received a MATE SIM card before sign-up, you can skip straight to activation.

Step 3 – SIM Activation

🔁 Physical SIM

Once you receive your SIM card, activate it by logging in to the myMATE app or self-care portal and going to “my orders”.

If you’re porting a number, read this first. Don’t insert the SIM until the transfer is complete!

📲 eSIM Activation

To activate your eSIM, log in to the self-care portal or myMATE app. Navigate to “my orders” and follow the prompts to activate with either a new number or a ported one.

💡 Tip: Don’t cancel your number with your old provider. If the port fails, you could lose your number.

Step 4 – Installing your SIM

📦 Physical SIM Installation

All our SIM cards are triple punched and work with Standard, Micro, or Nano SIM slots. Choose the size that fits your device and insert it.

📩 eSIM Installation

Once your eSIM is activated, you’ll receive an email with setup instructions. You can:

Scan the QR code to install directly on your device
Use the activation code if the QR code doesn’t work
Go to the self-care portal and follow the “view eSIM instructions” prompt to find both codes

Please note: eSIM installation is only available via the email or self-care portal — not the app.

Anything else?

If you’re keeping your current number, your old provider will automatically cancel once the port is complete. Don’t cancel early — this could cause you to lose your number.

Your mobile service with MATE is month-to-month and can be cancelled anytime. Just get in touch if you need anything — we’re here to help.

💬 Need help? Chat with us via the website or call 13 14 13.

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