{"id":14588,"date":"2022-06-23T09:41:38","date_gmt":"2022-06-22T23:41:38","guid":{"rendered":"https:\/\/www.letsbemates.com.au\/mate\/?post_type=faq&#038;p=14588"},"modified":"2025-07-29T13:52:43","modified_gmt":"2025-07-29T03:52:43","slug":"verification-code","status":"publish","type":"faq","link":"https:\/\/www.letsbemates.com.au\/mate\/faq\/verification-code\/","title":{"rendered":"Why do you need to verify my identity?"},"content":{"rendered":"<p>At MATE, we take your privacy and account security seriously.<\/p>\n<p>We\u2019re required by law to follow <a href=\"https:\/\/www.acma.gov.au\/customer-identity-authentication-rules\" target=\"_blank\" rel=\"noopener\">legislated rules<\/a> to help protect you from fraud and identity theft.<\/p>\n<p>This means we must use multi-factor identity authentication (MFA) for all <strong>high-risk transactions<\/strong> &#8211; these are changes that could put your account or personal details at risk.<\/p>\n<h4>Service-related high-risk transactions include:<\/h4>\n<ul>\n<li>Adding a new service to your account<\/li>\n<li>Changing your plan<\/li>\n<li>Cancelling a service<\/li>\n<li>Relocating your service<\/li>\n<li>SIM swaps or replacements<\/li>\n<li>Changing an in-progress order<\/li>\n<\/ul>\n<h4>Account-related high-risk transactions include:<\/h4>\n<ul>\n<li>Changing your name or ownership details<\/li>\n<li>Updating personal details on your account like your email address or mobile number<\/li>\n<li>Adding, removing or editing an authorised representative<\/li>\n<li>Requesting sensitive account info (like usage or payment details)<\/li>\n<\/ul>\n<div style=\"margin-top: 1em; margin-bottom: 1.5em; padding: 1em; background-color: #d7f6e6; border-left: 5px solid #00b26b;\" role=\"note\" aria-label=\"Helpful tip\"><strong>\ud83d\udca1 Tip:<\/strong> If you&#8217;ve emailed us from an address not listed on your MATE account, we can&#8217;t verify your identity &#8211; even if you provide other details. You&#8217;ll need to use live chat or call us instead.<\/div>\n<p>Before completing any of the above, we must verify you with:<\/p>\n<ol>\n<li>At least two forms of ID (e.g. your customer number, service address, date of birth, etc.), and<\/li>\n<li>A verification code sent via email or SMS<\/li>\n<\/ol>\n<div style=\"margin-top: 1em; margin-bottom: 1.5em; padding: 1em; background-color: #e7f3fe; border-left: 5px solid #2196f3;\" role=\"note\" aria-label=\"Support info\"><strong>\ud83d\udcac Support:<\/strong> We can only verify your identity over the phone or live chat. Call us on <a href=\"tel:131413\"><strong>13 14 13<\/strong><\/a> or <strong><a href=\"https:\/\/www.letsbemates.com.au\/mate\/support\/\" target=\"_blank\" rel=\"noopener\">chat with us here<\/a><\/strong>.<\/div>\n<p>This process helps us make sure that you, and only you, can make important changes to your account.<\/p>\n<p>Thanks for helping us keep your details safe.<\/p>\n<p><img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2022\/06\/towfiqu-barbhuiya-FnA5pAzqhMM-unsplash-scaled.jpg\" alt=\"Padlock and SIM card on keyboard\" width=\"899\" height=\"600\" \/><\/p>\n","protected":false},"excerpt":{"rendered":"<p>At MATE, we take your privacy and account security seriously. We\u2019re required by law to follow legislated rules to help protect you from fraud and identity theft. This means we must use multi-factor identity authentication (MFA) for all high-risk transactions &#8211; these are changes that could put your account or personal details at risk. Service-related&#8230;<\/p>\n","protected":false},"featured_media":0,"template":"","faq_category":[57,5],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Why do you need to verify my identity? | MATE<\/title>\n<meta name=\"description\" content=\"We take your privacy and safety very seriously. 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