{"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":"2026-05-11T11:39:08","modified_gmt":"2026-05-11T01:39:08","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

What happens if your order is flagged?<\/span><\/p>\n

    \n
  1. Your eSIM order will show as Awaiting Verification<\/span>.<\/li>\n
  2. You\u2019ll need to complete an identity check so we can verify it\u2019s really you.<\/li>\n
  3. In some cases, this can be completed in the myMATE app<\/a>. If we need to complete the check over the phone, you\u2019ll need to call us.<\/li>\n
  4. Once verified, you\u2019ll be able to activate your eSIM through the self-care portal<\/a> or myMATE app<\/a>.<\/li>\n<\/ol>\n

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

    If you need to call us, please call 13 14 13<\/span> during our support hours<\/a>.<\/p>\n

    \u26a0\ufe0f Important:<\/span> Only the latest verification code sent to you will work. If you\u2019ve requested multiple codes, make sure you use the newest one.<\/div>\n

    What you\u2019ll need when you complete the check<\/span><\/p>\n

      \n
    • Access to your email and mobile number<\/li>\n
    • Your new eSIM-compatible phone nearby<\/li>\n
    • Your order number, if you have it<\/li>\n
    • If a fraud check is required, you may need valid identity documents such as an Australian driver licence, passport, Medicare card, or other accepted ID documents<\/li>\n
    • Your details must match the information used when placing the order<\/li>\n<\/ul>\n
      \u26a0\ufe0f Important:<\/span> Some eSIM orders are automatically flagged for extra verification by our fraud prevention systems. This can happen for brand-new accounts, accounts with multiple pending orders, or if extra identity checks are needed to help protect your account and mobile number.<\/div>\n
      \ud83d\udca1 Tip:<\/span> If your order status shows Pending Documents<\/span>, it means we still need to complete the identity check before your eSIM can be activated. If it shows Pending Delivery<\/span>, you can continue activating your eSIM through the myMATE app or self-care portal.<\/div>\n","protected":false},"excerpt":{"rendered":"

      To help protect you from fraud and identity theft, MATE may require an identity check before activating your eSIM. This only happens in some cases, usually when an order needs extra verification for security reasons. \ud83d\udca1 Why this matters: Your mobile number can be used to access banking apps, verification codes, and personal accounts. Identity…<\/p>\n","protected":false},"featured_media":0,"template":"","faq_category":[37,60],"acf":[],"yoast_head":"\nWhy do I need to call to verify my eSIM order? | MATE<\/title>\n<meta name=\"description\" content=\"To ensure the security of our customers and to prevent fraudulent activities, we have implemented an identity check process for all eSIM activations.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/call-to-verify-esim-order\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Why do I need to call to verify my eSIM order? | MATE\" \/>\n<meta property=\"og:description\" content=\"To ensure the security of our customers and to prevent fraudulent activities, we have implemented an identity check process for all eSIM activations.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/call-to-verify-esim-order\/\" \/>\n<meta property=\"og:site_name\" content=\"mate\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/matecommunicate\" \/>\n<meta property=\"article:modified_time\" content=\"2026-05-11T01:39:08+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2019\/07\/mate-opengraph-image.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"1200\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@matecommunicate\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.letsbemates.com.au\/mate\/faq\/call-to-verify-esim-order\/\",\"url\":\"https:\/\/www.letsbemates.com.au\/mate\/faq\/call-to-verify-esim-order\/\",\"name\":\"Why do I need to call to verify my eSIM order? 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