{"id":22086,"date":"2024-05-22T14:10:58","date_gmt":"2024-05-22T04:10:58","guid":{"rendered":"https:\/\/www.letsbemates.com.au\/mate\/?post_type=faq&p=22086"},"modified":"2026-08-26T16:34:37","modified_gmt":"2026-08-26T06:34:37","slug":"call-to-verify-esim-order","status":"publish","type":"faq","link":"https:\/\/www.letsbemates.com.au\/mate\/faq\/call-to-verify-esim-order\/","title":{"rendered":"Why do I need to call to verify my eSIM order?"},"content":{"rendered":"

To help protect you from fraud and identity theft, MATE may require an identity check before activating your eSIM<\/a>. This only happens in some cases, usually when an order needs extra verification for security reasons.<\/p>\n

\ud83d\udca1 Why this matters:<\/span> 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.<\/div>\n
\ud83d\udca1 Important:<\/span> The identity check can only be completed in the myMATE app<\/a>, or over the phone if we ask you to call us. It can’t be done in the self-care portal. Once your identity is verified, you can activate your eSIM in either the app or the self-care portal.<\/div>\n

What happens if your order is flagged?<\/h4>\n
    \n
  1. Your eSIM order will show as Awaiting Verification<\/span>.<\/li>\n
  2. You’ll need to complete an identity check so we can confirm it’s really you.<\/li>\n
  3. Complete the check in the myMATE app<\/a>. If we need to do the check over the phone instead, we’ll ask you to call us.<\/li>\n
  4. Once verified, you can activate your eSIM through the self-care portal<\/a> or the myMATE app<\/a>.<\/li>\n<\/ol>\n

    How to complete the identity check in the myMATE app<\/h4>\n

    You’ll need two valid identity documents to complete the check. Here’s how it works:<\/p>\n

      \n
    1. On the app home page, tap Verify Identity<\/span>.<\/li>\n
    2. Choose your first document from the drop-down list (Australian Passport, Birth Certificate, Driver’s Licence, International Passport, Marriage Certificate, Medicare Card or Centrelink Card).<\/li>\n
    3. Fill in all the required fields for that document. When entering a date, use the YYYY format for the year.<\/li>\n
    4. On the next screen, when asked to Add Another<\/span>, select Yes<\/span>, since you need a second document to complete the check.<\/li>\n
    5. Fill in the details for your second document and tap Next<\/span>.<\/li>\n
    6. Once two documents are added, you can select No<\/span> when asked to add another.<\/li>\n
    7. Check the summary of the documents you’re submitting, then tap Submit Identity<\/span>.<\/li>\n<\/ol>\n

      You’ll then see one of two messages: Success<\/span>, which means you can go ahead and activate your eSIM, or Error<\/span>, which means you’ll need to try the identity check again.<\/p>\n

      How to complete the identity check by phone<\/h4>\n

      If we’ve asked you to verify over the phone, call us on 13 14 13<\/span> during our support hours<\/a>.<\/p>\n

      \ud83d\udca1 Important:<\/span> Only the latest verification code sent to you will work. If you’ve requested more than one code, make sure you use the newest one.<\/div>\n

      What you’ll need<\/h4>\n